NethVoice Chat integration #7647

General description:
We request the development of a chat functionality integrated into NethVoice / NethVoice CTI, allowing end users to communicate via text (widget/web/app) with operators, alongside the existing voice functions, with management, logging, notifications, and CTI integration.

Requested features:

1. Chat widget for website/app enabling users to start conversations.

2. Operator dashboard allowing:

   • real-time view of incoming chats
   • assign chats to themselves or to other operators/groups
   • notifications for new chats, unread messages, and customer timeouts
   • chat transfer/escalation
   • operator status management (available/busy)

3. Full history and log of all conversations: search, filter by customer, date, keywords.

4. Support for sending/receiving files and/or attachments.

5. CTI integration: automatic customer recognition if already present, display of communication history (voice + chat).

6. Permissions/roles for operators: define who can view chats, transfer them, etc.

7. Security and GDPR compliance: encryption, user consent, data retention, deletion.

Expected benefits:

• Improved end-user experience (multi-channel).
• Higher operational efficiency for operators.
• Ability to collect new data and metrics (response times, satisfaction).
• Potential reduction of telephone load, with focus on alternative channels.

Possible constraints/external requirements:

• Budget and development timeline.
• Compatibility/integration with the current CTI system.
• Infrastructure resources (server, storage, bandwidth).
• Legal/GDPR compliance.

Proposed iteration:

• MVP phase with basic features to test chat with a limited group of users/operators.
• Feedback, improvements, feature expansion.
• Full release.