User Manual
Complete guide to using the RFS Hub dashboard — managing customers, tickets, estimates, knowledge bases, chatbots, email monitoring, and system settings.
Overview
RFS Hub is the AI-powered central management platform for RedFlag Security (Ottawa, Ontario). It provides a unified dashboard where team members manage customer accounts, support tickets, estimates, knowledge bases, email automation, and AI chatbot configuration — all from a single web application.
The platform uses Google Gemini to power the Sales and Support chatbots; the Estimate Chatbot uses a rule-based conversation flow for security system quotes.
The system includes three chatbots that your customers interact with:
- Support Chatbot — AI-powered troubleshooting: searches the Support Knowledge Base, can verify customers, create support tickets, collect CSAT ratings, and self-learn by queuing new knowledge for review.
- Sales Chatbot — AI-powered product inquiries: uses the Sales Knowledge Base and optional web search to answer questions about alarm, CCTV, access control, and intercom systems.
- Estimate Chatbot — Rule-based guided flow: asks about system type, requirements, and quantities, then produces a detailed PDF estimate with pricing and HST.
Getting Started
Hub Login
To access the hub dashboard:
- Navigate to
/hubor click Hub Dashboard from the landing page; if not logged in you are redirected to/login. - Enter your Email — the email address associated with your account (Supabase Auth).
- Enter your Password — your account password.
- Click Sign In.
Credentials are managed through Supabase Authentication. If you forget your password, contact your system administrator. Sessions persist until you log out or the session expires.
Navigation
The hub uses a left sidebar whose groups and order are configurable: what each role sees is managed in Settings → Permissions(feature toggles + sidebar layout), so your sidebar may differ from a colleague's. Badge counts on items (open tickets, pending reviews, email errors, callbacks) point you at work that needs attention. The main areas are:
- Dashboard — The action center: cards for everything that currently needs doing, ranked by urgency, with an AI priority briefing.
- Tickets — Create, filter, assign, and resolve support tickets (plus AI email/voicemail triage and KB entry).
- Customers & Monitoring — Customer accounts, properties, alarm systems, contracts, certificates, and monitoring status.
- Work Orders & Scheduler — Installs and service calls, technician assignment, visits, and the booking calendar.
- Estimates — Quotes from the chatbot and the office quote builder, follow-ups, and QuickBooks sync.
- Payments — Payment Center: hosted card links, bank payments (PAD/EFT), expiring-card outreach, and payment review.
- Email Monitor — AI email/voicemail processing log, conversations, and callback queue.
- Knowledge Base — Support/sales KB articles and the review queue for AI-suggested entries.
- Office Tasks, Follow-ups & Reviews — Recurring office obligations, promised callbacks, and review/referral outreach.
- Users & Settings — Staff accounts and roles; every system setting with built-in search (press the search box on the Settings page and type anything related).
Main Sections
The core sections below each have a detailed help page — use the sidebar navigation on the left to jump to one. Newer areas (Payments, Work Orders & Scheduler, Office Tasks, Follow-ups, Reviews, Users) are documented in the app itself: every page carries its own intro/help notes, and every setting explains itself inline — use the search box on the Settings page to find any setting by typing anything related to it.
| Section | What You'll Learn |
|---|---|
| Dashboards | Understanding dashboard metrics, stat cards, and priority alerts. |
| Chatbots | How the Support, Sales, and Estimate chatbots work — their features, flows, and settings. |
| Manage Tickets | Creating, filtering, assigning, and resolving support tickets. Every field on the ticket form explained. |
| Customers & Properties | Adding customers, managing properties, account PINs, and monitoring status. |
| Process Estimates | Viewing estimates, managing line items, syncing with QuickBooks Online. |
| Knowledge Base | Creating, editing, and enriching KB articles. Reviewing AI-suggested entries. |
| Email Monitor | How email classification works, managing conversations, callbacks, and voicemail settings. |
| Settings | Every setting tab — General, Support, Sales, Estimate, Email, and Maintenance — field by field. |
| Customer Portal | How the customer-facing portal works for ticket tracking and replies. |
User Roles
Staff accounts are managed on the Users page; what each role can see and do is managed centrally in Settings → Permissions (permissions are per-role — every person with the same role has the same access):
| Role | Access | Authentication |
|---|---|---|
| Super Admin | Always sees everything — all hub pages, all settings, permissions, and destructive actions (which are super-admin-only). | Email + password (Supabase Auth) |
| Office Admin | The features enabled for the role in Settings → Permissions — typically tickets, customers, work orders, scheduler, estimates, payments, email, KB. | Email + password (Supabase Auth) |
| Technician | Same hub, filtered sidebar — typically Tickets plus the Tech group (My Jobs, Profile). Added on the Users page with the technician role. | Supabase Auth (email/password or Google) |
| Customer (Portal) | Customer Portal at /portal — tickets, estimates, and the Monitoring tab (alarm systems, contracts, payments). | Email magic link, plus a PIN for monitoring data |
| Public | Chatbots (Support, Sales, Estimate), Help docs, Portal login. | No authentication required |