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 grouped into OPERATIONS (Dashboard, Tickets, Review Queue, Estimates, Integrations), DATABASE (Support KB, Sales KB, Customers), EMAIL (Email Monitor, Conversations, Callbacks), TICKETS & TECH (KB Entry under Tickets, ticket list/detail/new when enabled), and SETTINGS (Settings, Feature Management, Help). Badge counts show open tickets, pending KB reviews, email errors, and pending callbacks so you can spot what needs attention.
- Dashboard — Real-time stats (tickets, estimates, KB reviews, email errors, callbacks, customers, QBO status) and priority alerts.
- Tickets — Create, filter, assign, and resolve support tickets.
- Review Queue — Approve or reject pending knowledge base entries from self-learning and tech submissions.
- Estimates — Configure categories, products, flow, rules, selectors, notes, and QuickBooks sync.
- Support KB — Manage support knowledge base entries and structure.
- Customers — Manage customer accounts, properties, and PINs.
- Email Monitor — Processing log, conversations, and callback queue.
- Settings — System-wide config: company info, AI models, prompts, and feature toggles.
Main Sections
Each section of the hub is documented in detail on its own help page. Use the sidebar navigation on the left to jump to any section:
| 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
RFS Hub has four distinct user roles, each with different access levels:
| Role | Access | Authentication |
|---|---|---|
| Super Admin | Full access to all hub pages, settings, feature management, and configuration. | Email + password (Supabase Auth) |
| Office Admin | Access to enabled hub features — tickets, KB, customers, email, settings. | Email + password (Supabase Auth) |
| Technician | Scoped hub access — KB entry at /hub/tickets/kb-entry, tickets at /hub/tickets when enabled. | Google OAuth (Supabase), email in technicians list |
| Customer (Portal) | Customer Portal — view their tickets, reply to tickets, track status. | Email magic link (7-day token) |
| Public | Chatbots (Support, Sales, Estimate), Help docs, Portal login. | No authentication required |