ConnectCare Knowledge Base & Operational Help

• WhatsApp Intake: Natural conversational intake prompting for issue category (No Internet, Slow Speed, Fiber Cut, Telephone Issue).
• Phone Deduplication: Automatically detects active pending tickets for the incoming phone number, preventing redundant duplicate records.
• Unique Ticket Identifier: Generates formatted cryptographically unique tickets (`CC-XXXXXXXX`).

• Live Visual Countdown: Green pill (>12h remaining), Amber pill (4h–12h remaining), Red Overdue pill (<0h).
• Mean Time to Restore (MTTR): Real-time calculation of elapsed minutes from ticket creation to final resolution.

1. All linked subscriber complaints automatically transition to Closed.
2. System broadcasts a WhatsApp restoration alert to all affected subscribers.
3. Delivery and read receipts are monitored live in notifications.html.

• Full hardware Geolocation API access with high-accuracy GPS fix.
• HTML file input bridge supporting native Camera capture and gallery selection.
• Persistent session management across app restarts via CookieManager.flush().

• Automated WhatsApp OTP Provisioning: When a manager adds an engineer in tenants.html, a 6-digit OTP (valid 24h) is automatically generated and dispatched via WhatsApp.
• First-Time Login PIN Setup: The technician verifies the OTP on login.html and configures their personal 4-digit PIN (hashed with bcrypt, setting pin_set = 1, and clearing the OTP).
• Self-Service Reset & In-Workstation Change: Technicians can request a 15-minute OTP to WhatsApp anytime from the login page or update their PIN in technician.html via the "🔑 PIN" header button.

• Concurrency Guard: Rejects claim if technician currently holds active jobs $\ge$ tech_max_concurrent_wip (HTTP 429).
• Peer Hijack Protection: Strictly forbids technicians from reassigning or claiming tickets already allocated to another technician (HTTP 403).
• Audit Logging: Inserts TICKET_CLAIMED record into engineer_attendance_logs and logs assignment case note.

1. Technician taps "📍 GPS Check-In at Premises".
2. Browser/Android acquires hardware coordinates (`latitude`, `longitude`, `accuracy_meters`).
3. Database updates premises_arrived_at = CURRENT_TIMESTAMP.

• Client Canvas Scaling: Compresses multi-megapixel camera shots to max $1280 \times 960$ and dynamically tunes JPEG quality to guarantee file size is strictly under $100\text{ KB}$.
• Server-Side Safety Recompression: PHP verifies file size and stores asset to AWS S3 / local upload directory.

• ⚡ Swarm Profile: High autonomy; open discovery, peer visibility ON, max concurrency = 5.
• ⚖️ Balanced Hybrid (Recommended): Self-claim ON, peer WIP OFF, concurrency = 3, shift punch-in & GPS arrival mandatory.
• 🔒 Strict Dispatcher: Zero self-dispatch, central dispatch only, concurrency = 1, mandatory GPS & optical dBm verification.

• Instant Account Disablement: Tenant and SuperAdmins can toggle staff accounts active or inactive (is_active = 0). Deactivated users are immediately barred from logging in or claiming work orders.
• Unassigned Google SSO Users: A Google account that has not been provisioned enters onboarding with no tenant assignment; it is not added to Default. The user can request access to an existing organization by selecting a tenant and role. The inactive PENDING request is visible in that tenant's approval queue only; after approval, the account belongs to that tenant. A user can instead register a new organization and become its initial tenant administrator.
• Tenant-Scoped Workforce: The staff directory, complaint assignee list, attendance data, and engineer notifications follow the active tenant. Engineers registered under Default are not shared with Apex, Sandy City, or other tenants.
• Split-Host Seamless Navigation: Cross-host OAuth redirects dynamically resolve between the web portal (radhicorp.net) and API domain (api.radhicorp.net) with Apache fallback routing to ensure zero broken links.

• "Test and Save. Not Save and Test" Principle: Administrative credential checks are strictly non-mutating pre-flight dry runs. Clicking "⚡ Auto-Retrieve & Validate Meta IDs" tests the System User Token and Phone ID against Meta Graph API in real time. Form fields populate on HTTP 200 OK without altering database state. Persistence occurs only when the manager explicitly clicks "Save Changes".
• Meta Graph API v26.0 Node Field Invariant: The platform queries Meta Graph API using v26.0. In v26.0, whatsapp_business_account is the parent container node and cannot be requested on a Phone Number node (GET /{phone_id}); doing so returns error (#100) Tried accessing nonexisting field (whatsapp_business_account). Phone queries are strictly scoped to valid phone fields, while WABA metadata is resolved via token debug scopes or dedicated WABA queries.
• Meta-derived readonly WABA ID: The WABA ID is populated from Meta after the server verifies that the selected Phone Number ID belongs to the discovered WABA. It has no manual unlock control, cannot be supplied through tenant updates, and remains blank with a diagnostic message if Meta cannot confirm the relationship. The Phone Number ID and verified phone number retain their separate field controls.
• Profile Photo vs App Icon: The avatar visible to subscribers on 917922155001 is the WhatsApp Business Profile Photo configured in Meta WhatsApp Manager (or via POST /{phone_id}/whatsapp_business_profile), not the Developer App Icon on developers.facebook.com. Mobile WhatsApp clients cache profile photos aggressively; opening the contact details in WhatsApp forces an immediate client cache refresh.
• In-App WhatsApp Profile Photo Upload & Logo Synchronization: In tenants.html, administrators can directly upload a photo file or click "🔄 Use Organization Logo" to synchronize their active organization logo with WhatsApp. ConnectCare automatically resamples and center-crops the image to an optimal 640×640 px square JPEG via PHP GD, executes Meta's Resumable Upload protocol (POST /v26.0/app/uploads → binary upload → POST /v26.0/{phone_id}/whatsapp_business_profile with profile_picture_handle), and activates the live avatar on Meta's WhatsApp CDN (pps.whatsapp.net).
• WhatsApp Business Profile Information (Category, About & Websites): Administrators can configure their public WhatsApp business listing in Step 2:
  • Category / Industry (vertical): Standardized dropdown mapped strictly to valid Meta Graph API enums (PROF_SERVICES for ISPs & Telecom Providers, OTHER, FINANCE, RETAIL, EDU, etc.) preventing Meta parameter rejections.
  • About / Status Text (about): Concise one-liner shown directly under the phone number in subscriber chat headers, enforced to max 139 characters with a real-time countdown counter.
  • External Websites (websites): Up to two external URLs (e.g. Primary Website and Customer Tracking Portal) with a 1-click "⚡ Fill Tracking URL" shortcut to automatically populate /complaint-tracking.html.
  • 1-Click Meta Sync: Tap "📤 Sync Profile to Meta" to dispatch updates directly to Meta Graph API (POST /v26.0/{phone_id}/whatsapp_business_profile) and persist them in tenant_settings.

1. Ticket Registered & Triage
2. Technician Assigned & Dispatched
3. Premises Arrival & Diagnostics
4. Restoration Confirmed & Closed

Runs browser latency, DNS, and download tests without an app. When opened from a linked ticket, the results are saved as a case note and ConnectCare also checks the subscriber's optical port against the tenant's configured OLT telemetry.

How the OLT subscriber match works: ConnectCare reads the ticket's account_number and compares it (trimmed and case-insensitive) with subscriber.username in the OLT splitter-port data. The match uses the subscriber identity, not the phone number, ticket number, address, or Wi-Fi network name.

• Find subscriber.username in the OLT Management Tool's PON/splitter port subscriber details or its /api/platform/dashboard/pon-ports telemetry.
• If RADIUS is the source of subscriber logins, use its PPPoE username only after the NOC confirms the OLT tool exposes the same value as subscriber.username. ConnectCare does not query RADIUS directly.
• Make sure the complaint's Account Number contains that same identifier. If the values differ or the account number is blank, the diagnostic cannot match the subscriber-specific OLT port.
• A public/unlinked diagnostic can test the browser connection, but it cannot identify a subscriber's OLT port.

OLT degraded-port scans run every 5 minutes while OLT sync is enabled. Proactive tickets and alerts are sent to staff only.

• English (lang_en) — Continue in English
• हिन्दी (Hindi) (lang_hi) — हिन्दी में आगे बढ़ें
• ગુજરાતી (Gujarati) (lang_gu) — ગુજરાતીમાં આગળ વધો

1. Sends immediate native-script acknowledgment:
   • Gujarati: ✅ ભાષાની પુષ્ટિ થઈ: ગુજરાતી. તમારી પસંદગી સાચવવામાં આવી છે.
   • Hindi: ✅ भाषा की पुष्टि: हिन्दी। आपकी भाषा सहेजी गई है।
   • English: ✅ Language Confirmed: English. Your preference has been saved.
2. Persists choice to whatsapp_conversations.language and customer_profiles.language (Migration 024).
3. Renders localized Main Menu and all submenus (Broadband issues, line test CTAs, and CSAT feedback) in the chosen script.

• Selecting the 🌐 Change Language / ભાષા બદલો / भाषा बदलें row from any submenu.
• Typing keywords: "bhasha", "language", "ભાષા", or "भाषा".

• Hero & Trust Badges: Multi-tenant FTTH/ISP capability, zero-auth diagnostics, WhatsApp Cloud API integration.
• Interactive Click-to-Zoom Lightbox: High-resolution authenticated screenshots inside browser window frames.
• Live Simulators: Animated Speedometer with real-time Ping/Throughput calculations, and interactive WhatsApp chat bubble vernacular switcher.

1. Step 1: Frictionless 1-Click Access — Zero password registration; initiate support via WhatsApp or public tracking stepper.
2. Step 2: Instant Line Diagnostics — Run browser latency, DNS, and speed tests with automatic case note stamping.
3. Step 3: Transparent 4-Stage Stepper — Track assigned engineer name, GPS arrival, and restoration with 1-tap CSAT rating.