Widget on the store
Shoppers
Open chat from BDSHOP or GroupBuy. The order and the SKU travel with them. A call or a ticket can start the same way.
Case Study
EcoSupport — we built the desk that already knows the order when the chat opens.
Live at support.bdshop.com. A shopper on BDSHOP or GroupBuy opens chat with the order already attached. The desk assigns, tickets, calls, or books the roof — Solar Hero in the field, Smart Chats drafting overnight. We shipped the widget, the inbox, the ticket book, voice, AI, and the crew app so support finishes as a product.
4
Rails into one inbox
4
Chat lifecycle states
5
Ticket sources on one book
Hero
Field app for the roof
Snapshot is how the product is wired — not a SmartB traffic claim.
Why this build
We designed EcoSupport around how a solar desk already answers.
A rooftop buyer does not open a blank help form. They have an order, a kit, and sometimes a crew on the way. Chat, ticket, call, and install have to be the same person. That is the product we shipped.
Inbox · tickets · dial
The desk
Assign, reply, escalate, call. AI drafts. Reports score the day. Firewall keeps the queue clean.
Solar Hero
The crew
Requests, jobs, tasks, calendar on the phone. The rooftop they finish is the ticket the desk already holds.
The factory
Arrive. See. Act. Finish — on one book.
01
04
B
SmartB path
Arrive
InThe shopper never starts from a blank box
The BDSHOP or GroupBuy widget opens with the customer, the order, and the product. A ticket, a phone, or a dial-pad call can write the same person. Departments route the first desk.
See
KnownThe agent already has the ticket
Inbox, thread, and details sit together. Linked client, orders, products, assignment, presence. A web call can open on the same chat. No one asks for the order number again.
Act
MovingChat becomes a ticket, a call, or a roof
Priorities, sources, and statuses live on one book. Call center and dial pad stay in the same chrome. An install request becomes a job on the solar calendar — then Solar Hero in the field.
Finish
ClosedAI, reports, and payouts close the loop
Local indexes and nightly proposals draft the next reply. Agent and business reports score the desk. Commissions pay the crew. Firewall keeps spam off the widget.
Infographic
How the desk holds the work — rings, funnel, gauges.
Process coverage on this product. Not a client KPI claim.
Layers on one conversation
Concentric rings — each ring a desk that stays attached.
- Widget already holds the order96
- Agent sees client + product92
- Ticket stays on the same person88
- Install job reaches Solar Hero84
How a case narrows to done
Funnel — the work gets smaller, the ticket stays one.
Inbox
Widget, ticket form, phone, dial
Assigned
Waiting → assigned on the queue
Ticket
Chat, email, phone, web, manual
Job
Request → calendar → Solar Hero
Closed
Resolved, reported, paid out
Four clocks on the same desk
Radial gauges — chat, ticket, call, install. Semicircle, not a bar.
Chat
Open → waiting → assigned → closed
Ticket
Five sources, one status book
Call
Web call + JsSIP softphone
Install
Request, job, calendar, crew
How people first arrive
Donut mix — share of the first door, not a before/after bar.
Live widget
34% of first contact
Ticket form
26% of first contact
Call / dial
22% of first contact
Install ask
18% of first contact
How the desk helps
Widget, inbox, tickets, Solar Hero — one scroll.
01 · Widget
How the public chat already knows the order
The storefront widget starts a chat with department, visitor session, and the logged-in customer. It can attach the order number, status, payment, and the SKU. Agents open a conversation that is already a ticket.
- Departments the business actually staffs
- Orders and products on the widget API
- Link-client when a guest later signs in
02 · Inbox
How one queue holds every open chat
Inbox, thread, details. Tabs for direct and group. Filters by business, department, channel. Assignment, presence, read report. A web call can float on the same screen.
- Statuses: open, waiting, assigned, closed
- Realtime for the agent who is on the thread
- Product picker and order notes beside the chat
03 · Tickets
How a chat becomes a book the whole desk can open
Open, waiting, assigned, in progress, resolved, closed. Sources: chat, email, phone, web, manual. Priority from low to urgent. Composer, attachments, activity feed, and an order picker so the ticket stays tied to the sale.
- Filter by business, department, status, priority
- Create from the desk or from the chat
- Settings per business, not a global rumour
04 · Call + dial
How voice stays on the same customer
Call Center Support and a JsSIP dial pad. A web call can start from the chat. Softphone settings live under Support Settings. The voice is another door into the same client record.
- Web call token on the widget conversation
- Dial pad for outbound from the desk
- Presence so the next agent sees who is live
05 · Solar + Hero
How a rooftop leaves the inbox as a job
Installation requests, jobs, and the solar calendar on the desk. Solar Hero is the mobile app for the crew — requests, jobs, tasks, calendar. Status and payments stay on the job the customer already bought.
- Convert a request into a scheduled job
- Tasks and complete-install on the field phone
- Commissions can pay the crew from the same job
06 · Smart Chats
How the desk drafts the next honest reply
Local indexes, knowledge and quality, AI agents and rules, nightly proposals. The model learns from the catalog and the FAQ — it does not invent a price. Teach and golden answers stay in the loop.
- Indexes the agent can trust on solar SKUs
- Nightly proposals for the next morning
- Rules so a bot never outruns the desk
07 · Connect + reports
How stores push in, and the desk reports out
Businesses connect with an integration key. Push products, services, orders, chats, tickets. Webhooks go back. Agent reports, business reports, overviews. Spam protection on the widget. Multi-tenant on one install.
- BDSHOP and GroupBuy sync on the same API
- Idempotency keys for high-traffic writes
- Roles and permissions per module
Shot list
Placeholders — drop 1440 JPGs in /public/cases/ecosupport/
Keep the file names. Change the map at the top of the case component from .svg to .jpg.
How it works
Three public steps. The desk and the crew finish the rest.
01
Open the chat
The widget already has the customer and the order.
02
The desk takes it
Assign, ticket, call, or schedule the roof.
03
The crew closes it
Solar Hero finishes the job. Reports and payouts follow.
01 · Deep dive
A widget that arrives with the sale attached
Start chat with department and visitor session. Send the order id, status, payment, and product. Link the client when they log in. The first message is already a record — not a greeting into the void.
02 · Deep dive
One inbox for every business on the family
BDSHOP and GroupBuy are connected businesses. Channels, departments, and roles gate who sees which queue. Multi-tenant on one Go API and one Next desk.
03 · Deep dive
Tickets that remember how they started
Five sources, six statuses, four priorities. Composer, attachments, activity, order picker. A chat can become a ticket without retyping the story.
04 · Deep dive
Solar Hero takes the inbox onto the roof
Requests convert to jobs. Calendar places the crew. The mobile app holds tasks, schedule, and complete-install. Commissions can pay from the same job.
05 · Deep dive
Smart Chats keep the night shift useful
Local indexes, agents, rules, knowledge quality, nightly proposals. The catalog and the solar FAQ train the draft. The agent still sends it.
Stack we shipped
A full product stack, built to stay in their hands.
API — Go, Gin, GORM, PostgreSQL, JWT. Live at support.bdshop.com.
Desk — Next.js 16. Chat, tickets, call center, dial pad, roles.
Field — Solar Hero mobile: requests, jobs, tasks, calendar.
Voice — Widget web call + JsSIP softphone.
Connect — Push API and webhooks for BDSHOP and GroupBuy. Smart Chats indexes, agents, nightly proposals. Firewall on the widget.
Before / after
A support case now finishes as a ticket the whole desk can see.
BeforeChat asked for the order number first
AfterWidget already holds order, SKU, and customer
BeforeTickets lived in a second inbox
AfterChat, email, phone, web — one ticket book
BeforeCalls were a mobile on the desk
AfterWeb call + JsSIP dial pad on the same client
BeforeInstall dates sat in a group chat
AfterRequest → job → calendar → Solar Hero
BeforeReplies were typed from memory
AfterIndexes, agents, nightly proposals
BeforeEach store ran its own helpdesk
AfterBDSHOP and GroupBuy on one multi-tenant desk
BeforeSpam walked into the widget
AfterFirewall: device, IP, ban
BeforeMonth-end rebuilt agent scores
AfterAgent reports, business reports, overviews
Every chat, call, and rooftop attaches to a client the desk already holds. Widget, ticket, or Solar Hero — all become a book the agent, the crew, and reports can open.
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