In-app help & support chat (Froged)

Platform & Access · In-app help & support chat (Froged)

A Froged support bubble with a knowledge base and chat, loaded on every page and identified with the signed-in staff member, their company (environment) and their current centre.

Area	Platform & Access
Routes	(application-wide)
Centre modules	always available
Staff levels	all authenticated
Models	center · staff-member
UI label	(Froged widget)
Coverage	3 use cases · 1 happy · 3 failure

Known issues (1)

• 🔵 Low — Froged identify flag never set

How it works

index.html bootstraps the Froged SDK with kbTags: [env_name, 'all'], so knowledge-base articles can be targeted per deployment. nf-navbar#_setFrogedConfig sends userId (staff gid), email, name, Empresa (env title) and Centro (active centre name), and _setupFrogedRole patches the injected iframe’s title for accessibility. On logout Froged('logout') is called. Bug: the guard flag is set to false inside the if (!this._isFrogedConfigSetted) block instead of true, so the identify call is re-sent every time the menu recomputes (every centre switch or module change).

Use cases

Why someone opens this (3)

• A store manager opening a help article without leaving the back office.
• Support seeing which centre and user is writing in, without asking.
• Publishing knowledge-base articles only to one client’s deployment.

Path map

flowchart LR
    F(["In-app help and support chat Froged"]):::feat
    F --> H1["User asks for help"]:::ok
    F -.-> X1["SDK blocked"]:::bad
    F -.-> X2["Repeated identify calls"]:::bad
    F -.-> X3["Stale centre in support context"]:::bad
    classDef feat fill:#4a5c8a,stroke:#4a5c8a,color:#ffffff,font-weight:bold
    classDef ok fill:#e3f1ea,stroke:#0d6b42,color:#0d4a2e
    classDef bad fill:#f7e6e2,stroke:#9a2d1c,color:#6e1f13

Happy paths

User asks for help

1. User signs in; the menu builds and Froged is identified with user and centre.
2. User opens the bubble and searches the knowledge base or starts a chat.
3. Support receives the conversation tagged with company and centre.

Failure paths

SDK blocked

Cause — Ad-blocker or network policy blocks sdk.froged.com.

What happens — window.Froged is the queue stub only; identify calls queue harmlessly and no bubble appears.

Repeated identify calls

Cause — The _isFrogedConfigSetted flag never becomes true.

What happens — Identity is re-sent on every menu recompute — harmless functionally, noisy for the vendor.

Stale centre in support context

Cause — User switches centre after the first identify.

What happens — Because of the bug above, the new centre is actually re-sent — the bug masks what would otherwise be stale context.

QA checklist

Tick these off while regression-testing this feature. The boxes are plain Markdown, so progress is visible in git diffs.

• ✅ User asks for help
• ⛔ SDK blocked
• ⛔ Repeated identify calls
• ⛔ Stale centre in support context

Implementation

• app/index.html
• app/components/nf-navbar.js

Related

• Same area — Staff login · Password reset request · Password update from reset link · Change own password · Idle auto-logout · Centre switching & multi-centre scoping · Server-incident banner · Desktop (home dashboard) · Runtime environment & white-label boot · Back-office interface language
• Shares data with — Staff member list, deletion & restore · Staff member editor (levels, scope, API token) · Centre list & export · Centre editor (modules, app config, integrations) · Customer login methods (Google, Facebook) · Intranet communications (threads, confirmations, authorisations) · Role & module permission layer · Customer action log (dormant)

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Generated from doc/feature-inventory.json · id platform-support-widget · commit 276788ca6