Interface and navigation

Screen layout

Every screen of the panel follows the same design, in four areas:

The Copilot panel lives outside the screens: you can browse the whole system and your conversation with it stays open, without reloading and without losing context. The Copilot also sees the customer conversation that is open on the screen. See Copilot.

All screens refresh on their own: new conversations, messages, menu counters and notices show up within a few seconds, without pressing F5.

Where each user starts

After signing in, ChatISP opens the screen that makes sense for the profile of whoever signed in:

The logo at the top of the menu always takes you back to this home screen. If someone opens a screen they are not allowed to see (through an old link, for example), the system also takes them to the home screen.

Freshly installed system

While no number is connected and there is no conversation in the history, the Conversations screen shows Welcome to ChatISP ("Connect a WhatsApp number and build your team to start serving your customers.") with three shortcuts, each visible to users with the matching permission:

• Connect WhatsApp: link the number that will receive customer conversations.
• Build the team: register agents and organize departments.
• Tune the service: set hours, service modes and integrations.

Overview (management dashboard)

For supervisors, the Overview is the first view of the Conversations screen: "Numbers, results and team performance in one place." It brings together what is happening Live (queue, longest wait, conversations with the AI, in automation and being handled, who is on break) and the figures for the period chosen with the Today, 7 days, 30 days and 90 days buttons: volumes, service funnel, AI performance, team, satisfaction, service orders and the hourly heat map.

To leave the Overview and start serving customers, click another view in the menu (Mine, Queue, All and so on) or open a conversation. Each indicator is detailed in Reports and management.

Side menu

The side menu appears on every screen of the panel. Each item only appears to users who have the matching permission: a regular agent sees a shorter menu than the administrator. Permissions are defined per profile in Users and profiles.

Support section

Administration section

If no item of a section is available to the user, the section title disappears as well.

Conversations screen views

When the Conversations screen is open, right below the Conversations item the menu shows the list views, each with its own counter:

Collapse and expand

The button next to the logo (Collapse menu: "Shows or hides the menu labels.") toggles between the collapsed menu, with icons only, and the expanded menu, with labels. The menu starts collapsed; your choice is stored in the browser and applies to future visits. With the menu collapsed, counters become dots over the icons and, when you hover over an icon, a card appears with the item name and a sentence explaining what it is for.

Menu footer

• Your name and profile (Administrator, Supervisor, Agent or the name of the custom profile), with your initial in the circle. Clicking opens My account: name, password, two-step verification, sounds and Google Calendar. See My account.
• Take a break: asks for an optional Break reason (lunch, meeting) and, while on break, you do not receive new conversations from the queue; the ones already assigned to you stay with you. While the break lasts, the footer shows On break with the reason, and the button changes to Back from break. Supervisors see the break in the Overview.
• Sign out: ends your session in this browser.

Top bar

The top bar shows the screen title and, right below it, a short subtitle saying what the screen is for (in Conversations, for example: "Follow and serve your customers in real time"). The action buttons sit on the right:

Some screens add their own buttons to the top bar (such as creating a record or opening filters). On screens with plan limits (agents, connections, flows and API keys), the header also shows the plan usage meter. See Plans and limits.

The license banner may appear between the title and the buttons, as described in License banner.

Service modes

Service mode is the agent's workspace: immersive, with customer service at the center and without the rest of the system around it. It opens from the Service mode menu item and is the home screen for users who do not supervise.

The service mode menu

Instead of the full menu, service mode has its own lean menu:

• Board: the real-time kanban of conversations, one column per status.
• Conversations: the conversation list and the chat, with an unread dot.
• Service orders: the service order board without leaving service mode, with the pending counter.
• Calendar: the team's appointments.
• The list filters (Mine, Queue, Automation, AI, Closed and All), with counters.
• In the footer: Copilot, Theme, Take a break and the exit button. For supervisors it is called Back to management (returns to Conversations); for agents, Back to the system (returns to Service orders and the rest of the menu).

This menu also collapses and expands with the button next to the logo, like the main menu.

Simple and High performance

At the top of the board, next to the Service title and the date, the Panel mode selector offers two ways of working:

• Your choice is saved in your profile and applies the next times you open service mode.
• The High performance option only appears on screens at least 1024 pixels wide. On smaller screens, the board shows Simple mode without changing your preference: it applies again on a wide screen.
• On the stage, the card arrangement is remembered for the browser session: reloading the page brings the screen back as it was.

The full behavior of both modes, the kanban, the stage and the chat is described in Customer service.

Light and dark theme

ChatISP has a light theme and a dark theme across the whole system, including service mode, the stage, the Copilot panel and dialog windows.

• How to switch: with the sun and moon button in the top bar (or in the service mode menu footer). The change is instant, without reloading the page.
• The choice belongs to your account: the theme is saved in your user and follows you on any computer or browser you sign in from.
• Entry screens: the sign-in and welcome screens also have the theme button. Before the first choice, they follow the theme of the computer's operating system.
• First administrator: the theme chosen on the welcome screen becomes the preference of the account created there, and the assistant and the panel already open with it.
• Logo and tab icon switch automatically between their light and dark versions.

Languages

ChatISP is trilingual: Portuguese (Português), English and Spanish (Español). Every screen, error message, notice and the What's new page exist in all three languages.

The system language applies to the entire panel and to all users, including the sign-in screen.

Using it on phones and tablets

The panel is responsive and works in the phone and tablet browser, with nothing to install. The interface adapts to the screen width:

• Up to 900 pixels wide (phones and tablets in portrait): the side menu always stays collapsed, with icons only, to leave room for the content. The license banner in the top bar is also hidden at this width.
• Touch screens: the tip cards that appear on hover are turned off, because there is no "hover" on touch. Icons keep their accessible names for screen readers.
• Service mode: below 1024 pixels, the board shows Simple mode (kanban), even if your preference is High performance. On very narrow screens, the top of the board wraps into two lines so the mode selector and the filters fit.
• Copilot: on phone screens, the open Copilot panel takes the whole screen; close it with the same button to return to the system.

Sound alerts and visual notices

ChatISP tells the team what needs attention through sound, on-screen cards and the system's own icon. Notices work while the panel is open in a browser tab, even if the tab is in the background.

Types of sound alert

For each alert you choose a sound (Soft, Drop, Bell, Chime, Crystal, Alert, Phone ring or No sound), the Volume and the Listen button to test it.

Where to configure

1. System default: in Settings, Service tab, Sound alerts card ("Default sound for each alert of the service panel. Every agent can adjust theirs in My account."). Requires the Settings permission.
2. Each person's choice: in My account, Sound alerts card. By default, Use the system default sounds applies; turn this option off to choose your own sounds and volumes.

Visual notices

• Browser tab icon: pulses red while there is a conversation in the queue, an unread message in your conversations or a service order pending for you. With the tab in the background, the icon stays solid red, so the alert remains visible from a distance.
• Menu logo: the dots of the ChatISP symbol move and pulse while there is customer service needing attention (queue or your unread messages).
• Menu counters: the numbers on Service orders and on the Conversations views update on their own.
• Calendar reminders: at the scheduled time, a card appears in the corner of the screen with the appointment title, type, time, advance notice and customer, and the View (opens the appointment) and Link (when the appointment has a meeting link) buttons. The card disappears on its own after 2 minutes and is not repeated on other screens or tabs of the same browser.

License banner

For users with the Settings permission, the top of every screen may show a banner with the license status. The rest of the team never sees this banner.

Register now! opens the registration page on chatisp.com.br in a new tab, already carrying the installation token. The banner does not appear on screens narrower than 900 pixels. When the license is no longer valid, the banner gives way to the license screen. Everything about the trial, registration and blocking is in License and registration.

What's new page

The What's new page ("Follow the evolution of ChatISP") is the product's release history as a timeline: from the most recent milestone, at the top, to the oldest ones. It is the fastest way to find out what changed in the system after an update.

1. In the side menu, Administration section, click What's new (megaphone icon, last item).
2. Scroll the page: each milestone shows the date, a title and the list of changes, written in the language of the people who use the system.

• On a computer, milestones alternate between the two sides of the timeline, with an entrance animation as you scroll; on a phone, they stay in a single column.
• The content follows the system language (Portuguese, English or Spanish).
• The Administrator profile always sees the page. For other profiles, it depends on the System news permission, which starts turned off and can be turned on in the Access profiles screen.

Tips and shortcuts

On-screen tips

• Menu tip card: with the menu collapsed, hovering over an icon shows a card with the item name and a sentence about what it is for. Icon-only buttons (break, sign out, theme, My account) show the card even with the menu expanded. In the stage's customer rail, the card opens to the left and shows the summary of the selected customer.
• Button tips: icon buttons in the top bar and on screens show a short label on hover (for example, Copilot, Theme, Listen).
• Help text in fields: many form fields have an explanation line right below them; errors appear in the field itself, in red.

Keyboard