Portals - Unified Communication Interface (UCI)

| Overview

The Unified Communication Interface within the Saffron AI Chatbot centralizes all user interactions—AI assistance, live support, learning resources, and ticketing—into a single, seamless interface embedded across the 75F platform.

This feature eliminates fragmented workflows by allowing users to access help, insights, and support directly within their operational environment (Dashboard, Floorplan, Equipment View), improving efficiency and user experience.

| Objectives

• Enable contextual, real-time communication within the platform
• Reduce dependency on external tools for support and learning
• Improve self-service capabilities and reduce support load
• Provide a consistent experience across web and mobile platforms
• Enhance operational efficiency and decision-making speed

| Target Users

• Building Operators
• Facility Managers
• Installers
• Support Teams
• New Users (Onboarding)

| Capabilities

• Understands operational and data-driven queries
• Integrates with Site APIs to fetch live data
• Logs user intents for analytics and continuous improvement

| Supported Query Types

• Temperature and environmental data
• Equipment status
• Alerts and anomalies
• System behavior explanations

| Multi-Mode Communication

Chatbot to Live Agent Handoff

• Chatbot cannot resolve the query
• User explicitly requests human assistance

User Flow

1. Chatbot suggests: “Talk to a live agent”
2. User selects option
3. System transfers the session

Key Features

• Full chat history transferred
• No repetition required by user
• Confirmation message upon successful handoff

| Rich Media Support

Capabilities

• Embedded:
  • Videos
  • Images
  • Documentation links

Smart Suggestions

• Contextual recommendations based on query type
• Tutorials and onboarding guidance for new users

| Resource Centre Integration

Access Within Chatbot

Users can directly access structured resources through the chatbot interface.

Modules Available

• University / Learning Content
• Video Tutorials
• Help Center
• Talk to Sales
• Share an Idea
• D&I Tool Requests
• Support Tickets

User Flow

• User asks a question or explores resources
• Chatbot surfaces relevant modules
• User clicks and accesses content seamlessly

| Support Ticketing & Feedback Loop

User Flow

• User requests support via chat

• Chatbot collects required details & provides the relevant references within the ecosystem.

• The ticket is created in the integrated CRM

Output

• Confirmation message
• Unique Ticket ID displayed

| Ticket Tracking

The user can track the status of the supports tickets raised by clicking the support ticket options.

System Response

• Displays:
  • Open tickets
  • Status updates
  • Progress details

System Integration

• Sync with external CRM systems (e.g., Zendesk, HubSpot)
• Real-time updates reflected in chatbot

|D&I Tool requests

The D&I (Design & Integration) Tool Requests feature provides a centralized platform for users to submit, track, collaborate on, and manage, analytics requirements, dashboards, alerts, reports, and other product innovation initiatives within the 75F ecosystem.

Accessible directly through Saffron Assistant, the feature acts as a bridge between users and product teams, ensuring that valuable ideas, feature requests, and operational improvement suggestions are captured, reviewed, prioritized, and tracked transparently.

Users can create a new D&I request to serve their site purpose, and also access and view the already existing requests that were submitted, 

• Click Add D&I Tool Request to access the form 

• Select the tool type from the select tools drop down.

Users can select from the following list tools available for use.

• Tables - for more information on tables refer to Tables
• Trendline Analytics- for more information on Trendline Analytics, refer to Trendline Analytics
• Advanced Analytics - for more information on Advanced Analytics, refer to Trendline Analytics
• Filters - for more information on Filters, refer to Heatmap Filters with Blockly
• Alerts- for more information on alerts, refer to Alert Configuration
• Equip Graphics - for more information on Equip Graphics, refer to Equip Graphics for System Profile, Equip Graphics for Terminal Profile
• Advanced Tools 
• Point Summary - for more information on Point Summary, refer to Point Summary
• Portfolio Dashboard - for more information on Portfolio Dashboard, refer to Portfolio Dashboard
• Site Sequencer - for more information on Site Sequencer, refer to Site Sequencer, Sequencer for Edge, Sequences on CCU
• Hayloft - for more information on Advanced Analytics, refer to Hayloft Overview – Domain Modeler

Users can select and submit requests for any one of the tools via one reqeust.

• Select the tool, enter a title for the request, and add a description for better understanding.

• Click the Attach file to add attachment to support the request.

• Click Add to confirm the request.

The request is added as shown below.

Users can further edit and delete the requests using the edit and delete options provided.

| Share an Idea

Users can now submit, track, collaborate on, and manage enhancement requests, new tool ideas.

• Click the Share an Idea to access the form.

Just like the D&I tool requests user can access and view the already submitted ideas, verify if an idea request for for the same ehancment in already submitted.

Once verified that the idea for the enhancement does not exist, can proceed to submit the idea.

• Click Add Idea to access the fresh idea form.

• Enter a title for the request, and add a description of the idea, add any attachments to support the idea reqeuest.
• Click Add to confirm the request.

The idea is submitted, as shown below.

Users can further edit and delete the requests using the edit and delete options provided.

| Announcement Space

The Announcement Space provides a centralized communication area within the platform to deliver important updates, notifications, product information, operational messages, and user guidance directly to all users. Positioned prominently in the application header, announcements ensure critical information is visible immediately upon login, without requiring users to leave their current workflow.

The feature serves as a lightweight communication channel between administrators, product teams, and end users, helping drive awareness of new releases, maintenance activities, training opportunities, feature enhancements, and organizational updates.

Note: To stop a running announcement for better readability, hover over the message to stop the message and read.

| End-to-End User Journey Example

1. User logs into platform and navigates to Floorplan
2. Opens chatbot to check the temperature in a zone
3. Chatbot provides real-time data
4. User asks a complex question → chatbot suggests a tutorial video
5. Issue unresolved → user switches to live agent
6. Agent continues conversation with full context
7. Support ticket created
8. User later checks status via chatbot

| System Benefits

For Users

• Faster issue resolution
• Reduced context switching
• Improved learning and onboarding experience

For Support Teams

• Reduced redundant queries
• Better visibility into user issues
• Improved response efficiency

For Business

• Increased user adoption
• Higher satisfaction rates
• Scalable support model

| Conclusion

The Unified Communication Interface transforms Saffron AI into a central interaction hub, bridging the gap between operations, support, and learning. By embedding intelligence and communication directly into user workflows, the platform delivers a more efficient, intuitive, and scalable experience for all stakeholders.