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Support messages console

The Support Messages console (/ops/messages) is a real-time messaging hub for Ops agents and Administrators to handle direct support chats and resolve tickets with candidates and recruiters.

Workspace layout​

The messaging workspace is split into three main modules:

1. Conversation list (Left pane)​

Lists all active support conversation channels:

  • Search bar: Filter chats by participant name, email, or message body.
  • Unread indicators: Highlight threads that have new, unread messages.
  • Draft labels: Displays a preview label if you have an unsent local message draft.
  • New Conversation: Click + New conversation to start a chat with any user on the platform.

2. Chat feed (Middle pane)​

Displays the scrollable history of the selected conversation:

  • Message bubbles: Colour-coded bubbles distinguishing user replies, agent replies, and automated system prompts.
  • Timestamp labels: Detailed dates and relative delivery times.
  • File attachments: Downloadable attachments (resumes, screenshots, invoice copies).
  • Status indicators: Delivery checks and retry controls for failed outgoing messages.

3. Messaging composer (Bottom pane)​

  • Text input: Rich-text entry for drafting replies.
  • File attachment button: Upload files (up to 10MB) to attach to your reply.
  • Action Request button: Trigger a platform action request (e.g., system sync, refund pre-approval, account unlock) linked to the conversation thread.

Standard workflows​

Handling incoming chats​

  1. Filter the list to unread conversations.
  2. Select the chat card to load the messages thread.
  3. Draft a reply in the composer.
  4. If the user requires a system action, click Action Request to route the request to the appropriate queue.
  5. Click Send or press Enter to deliver.

Operations Support Messages