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502
screen-flow-whatsapp-inbox.md
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502
screen-flow-whatsapp-inbox.md
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# Screen Flow WhatsApp Inbox MVP
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Dokumen ini menjabarkan `screen flow` utama untuk WhatsApp Inbox MVP berdasarkan role dan use case paling penting.
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Tujuan dokumen:
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- membantu desain prototype dan wireflow
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- menjelaskan urutan perpindahan layar
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- menandai action, keputusan, dan state penting
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- memudahkan mapping route dan prioritas build
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## 1. Cara Membaca Dokumen
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Format flow:
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`Screen A -> action -> Screen B -> action -> Screen C`
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Catatan:
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- jika sebuah langkah lebih cocok sebagai modal, drawer, atau side panel, itu disebutkan di bawah flow
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- jika ada kondisi berhasil/gagal, dicatat sebagai state
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- fokus dokumen ini adalah MVP, bukan flow lanjutan post-MVP
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## 2. Public / Auth Flow
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### 2.1 Login Flow
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Tujuan:
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- user masuk ke sistem sesuai role dan tenant
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Flow:
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`Login -> submit credentials -> Role-based Dashboard`
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Kemungkinan hasil:
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- valid -> masuk dashboard sesuai role
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- invalid -> tetap di `Login` dengan error alert
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- account disabled -> tetap di `Login` dengan status message
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Screen terlibat:
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- Login
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- Dashboard Super Admin atau Dashboard Admin Client atau Dashboard Agent
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### 2.2 Forgot Password Flow
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Flow:
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`Login -> klik Forgot Password -> Forgot Password -> submit email -> Reset Request Sent`
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State:
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- email valid -> tampil success info
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- email tidak ditemukan -> bisa tetap tampil generic success agar aman
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### 2.3 Reset Password Flow
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Flow:
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`Email Reset Link -> Reset Password -> submit new password -> Login`
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State:
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- token valid -> reset berhasil
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- token expired/invalid -> `Reset Password` menampilkan expired state
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### 2.4 Invitation Acceptance Flow
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Flow:
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`Invitation Link -> Invitation Acceptance -> set full name & password -> submit -> Login atau langsung Dashboard`
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Catatan:
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- keputusan final apakah setelah invite masuk ke login atau langsung dashboard bisa ditentukan saat desain sistem auth
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## 3. Shared Global Flow
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### 3.1 Open Profile Flow
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Flow:
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`Any App Screen -> klik Profile Menu -> Profile Menu -> pilih My Profile -> My Profile`
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Lanjutan:
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`My Profile -> klik Edit Profile -> Edit Profile -> save -> My Profile`
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### 3.2 Change Password Flow
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Flow:
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`Profile Menu -> Change Password -> submit -> success -> kembali ke screen sebelumnya atau tetap di Change Password`
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### 3.3 Unauthorized Flow
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Flow:
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`Restricted Route -> authorization check failed -> Unauthorized / Forbidden`
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## 4. Super Admin Flow
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## 4.1 Onboard Tenant Baru
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Tujuan:
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- membuat tenant baru agar siap dipakai client
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Flow utama:
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`Super Admin Dashboard -> Tenants List -> klik Create Tenant -> Create Tenant -> submit -> Tenant Detail`
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Lanjutan:
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`Tenant Detail -> lihat invitation/admin setup status`
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State penting:
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- sukses buat tenant
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- slug sudah dipakai
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- field wajib belum lengkap
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UI notes:
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- `Create Tenant` bisa halaman penuh atau modal besar
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- setelah sukses, paling masuk akal diarahkan ke `Tenant Detail`
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## 4.2 Edit Tenant
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Flow:
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`Tenants List -> Tenant Detail -> klik Edit Tenant -> Edit Tenant -> save -> Tenant Detail`
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## 4.3 Suspend / Reactivate Tenant
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Flow:
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`Tenant Detail -> klik Suspend/Reactivate -> Confirmation Modal -> confirm -> Tenant Detail`
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State:
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- status tenant berubah
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- audit log tercatat
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## 4.4 Hubungkan Channel WhatsApp Tenant
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Tujuan:
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- mengaktifkan channel WhatsApp tenant
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Flow utama:
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`Tenant Detail -> tab/section Channel Status -> klik Connect Channel -> Connect Channel -> submit config -> Connection Validation Result -> Channel Detail`
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Kemungkinan hasil:
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- valid -> `Channel Detail` status connected
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- invalid -> tetap di `Connect Channel` dengan error detail
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UI notes:
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- `Connection Validation Result` bisa berupa inline result state atau dedicated result screen
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## 4.5 Monitor Kesehatan Platform
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Flow:
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`Super Admin Dashboard -> klik alert/widget -> Channel List atau Platform Reports atau Audit Log`
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Contoh cabang flow:
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- `Dashboard -> disconnected channels widget -> Channel List -> Channel Detail`
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- `Dashboard -> subscription health widget -> Tenant Subscription List -> Tenant Detail`
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- `Dashboard -> delivery failures widget -> Platform Reports`
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## 4.6 Kelola Subscription Tenant
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Flow:
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`Super Admin Dashboard atau Subscription List -> Tenant Subscription List -> pilih tenant -> Tenant Detail atau Invoice Detail`
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Lanjutan:
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`Tenant Detail -> ubah plan -> plan update form/modal -> save -> Tenant Detail`
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## 4.7 Audit dan Investigasi Event
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Flow:
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`Super Admin Dashboard -> Audit Log -> filter event -> Log Detail`
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Lanjutan lain:
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`Super Admin Dashboard -> API / Webhook Logs -> pilih event -> Webhook Log Detail`
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## 5. Admin Client Flow
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## 5.1 Login dan Masuk Dashboard Harian
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Tujuan:
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- admin melihat kondisi operasional tenant
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Flow:
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`Login -> Admin Dashboard`
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Cabang cepat dari dashboard:
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- `Dashboard -> klik Open Conversations -> Shared Inbox`
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- `Dashboard -> klik Agent Workload -> Team Performance Snapshot`
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- `Dashboard -> klik Broadcast Performance -> Campaign List atau Campaign Detail`
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- `Dashboard -> klik Contact Growth -> Contact List atau Contact Growth Report`
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## 5.2 Review Shared Inbox dan Distribusi Conversation
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Ini flow operasional paling penting.
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Flow utama:
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`Admin Dashboard atau Sidebar -> Shared Inbox -> pilih conversation -> Conversation Detail`
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Cabang aksi dari `Conversation Detail`:
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- `Conversation Detail -> assign/reassign -> Assignment Panel/Modal -> save -> Conversation Detail`
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- `Conversation Detail -> change status -> status action -> Conversation Detail`
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- `Conversation Detail -> add tag -> tag selector -> save -> Conversation Detail`
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- `Conversation Detail -> add internal note -> note input -> save -> Conversation Detail`
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- `Conversation Detail -> reply -> send -> Conversation Detail`
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State penting:
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- belum ada conversation dipilih
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- inbox kosong
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- channel disconnected
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- outbound failed
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## 5.3 Assign Conversation ke Agent
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Flow:
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`Shared Inbox -> Conversation Detail -> klik Assign -> Assignment Panel -> pilih agent -> confirm -> Conversation Detail`
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Hasil:
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- assigned user tampil di header/panel
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- activity log bertambah
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## 5.4 Ubah Status Conversation
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Flow:
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`Conversation Detail -> Status Selector -> pilih open/pending/resolved/spam -> save -> Conversation Detail`
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Lanjutan:
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- jika `resolved`, conversation pindah ke tab/list resolved
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- jika `spam/archive`, conversation hilang dari flow utama
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## 5.5 Balas Pesan dari Inbox
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Flow:
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`Shared Inbox -> Conversation Detail -> Reply Composer -> send -> Conversation Detail`
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Alternatif:
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- `Conversation Detail -> Template Picker -> pilih template -> preview -> send -> Conversation Detail`
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- `Conversation Detail -> Quick Reply -> pilih canned response -> edit jika perlu -> send -> Conversation Detail`
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State:
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- sending
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- sent
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- failed
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## 5.6 Tambah Internal Note atau Tag
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Flow note:
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`Conversation Detail -> Internal Notes -> add note -> save -> Conversation Detail`
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Flow tag:
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`Conversation Detail -> Tags -> add/edit tag -> save -> Conversation Detail`
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## 5.7 Tambah Contact Manual
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Flow:
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`Contact List -> klik Add Contact -> Create Contact -> submit -> Contact Detail`
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State:
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- nomor tidak valid
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- nomor duplikat
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- sukses tersimpan
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## 5.8 Edit Contact
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Flow:
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`Contact List -> Contact Detail -> klik Edit -> Edit Contact -> save -> Contact Detail`
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## 5.9 Import Contacts
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Flow:
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`Contact List -> klik Import -> Import Contacts -> upload CSV -> Field Mapping -> Validation Preview -> Confirm Import -> Import Result`
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Kemungkinan hasil:
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- semua valid -> import sukses
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- sebagian gagal -> partial success + error rows
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## 5.10 Export Contacts
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Flow:
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`Contact List -> klik Export -> Export Contacts -> pilih filter/field -> confirm -> export result/download state`
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## 5.11 Kelola Segments
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Flow buat segment:
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`Contact List atau Segments List -> Create Segment -> isi rules -> save -> Segment Detail`
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Flow edit segment:
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`Segments List -> Segment Detail -> Edit Segment -> save -> Segment Detail`
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## 5.12 Kelola User / Agent
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Flow buat user:
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`Team / Users List -> klik Create User -> Create User -> submit -> User Detail atau kembali ke Users List`
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Flow edit user:
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`Users List -> User Detail -> klik Edit -> Edit User -> save -> User Detail`
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Flow activate/deactivate:
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`Users List atau User Detail -> klik Activate/Deactivate -> Confirmation Modal -> confirm -> User Detail`
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## 5.13 Review Laporan Operasional
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Flow umum:
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`Admin Dashboard atau Sidebar -> Reports Overview -> pilih report -> Report Detail`
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Cabang:
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- `Reports Overview -> Response Time Report`
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- `Reports Overview -> Resolution Report`
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- `Reports Overview -> Agent Productivity Report`
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- `Reports Overview -> Campaign Analytics Report`
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- `Reports Overview -> Contact Growth Report`
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Pola interaksi:
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`Report Detail -> set filter -> lihat chart/table -> export jika tersedia`
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## 5.14 Buat Campaign Broadcast
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Ini flow operasional besar kedua setelah inbox.
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Flow utama:
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`Campaign List -> klik Create Campaign -> Create Campaign Step 1/2/3 -> Campaign Review -> submit -> Campaign Detail`
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Langkah yang disarankan:
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- Step 1: metadata campaign
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- Step 2: pilih channel dan template
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- Step 3: pilih audience
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- Step 4: schedule/send now
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- Review
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Kemungkinan hasil:
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- valid -> campaign dibuat
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- template belum approved -> tetap di create flow dengan warning
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- audience kosong -> tidak bisa lanjut
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## 5.15 Monitor Hasil Campaign
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Flow:
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`Campaign List -> pilih campaign -> Campaign Detail -> klik Recipient List -> Campaign Recipients`
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Lanjutan:
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`Campaign Detail -> klik error breakdown -> filtered recipient state atau failure detail`
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## 5.16 Kelola Template
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Flow buat template:
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`Template List -> Create Template Request -> submit -> Template Detail`
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Flow lihat status template:
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`Template List -> pilih template -> Template Detail`
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Flow revisi template rejected:
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`Template Detail -> klik Edit/Resubmit -> Create Template Request atau Edit Template -> submit -> Template Detail`
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## 5.17 Review Billing Tenant
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Flow:
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`Sidebar -> Billing & Subscription -> Billing Overview`
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Cabang:
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- `Billing Overview -> Usage Quota Detail`
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- `Billing Overview -> Billing History`
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- `Billing History -> Invoice Detail`
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## 5.18 Review Audit Log Tenant
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Flow:
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`Sidebar -> Audit Log -> filter event -> Log Detail Drawer/Modal`
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## 5.19 Kelola Settings Tenant
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Flow umum:
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`Sidebar -> Settings -> pilih submenu -> Settings Detail`
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Cabang:
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- `Settings -> Tenant Profile Settings`
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- `Settings -> Business Hours Settings`
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- `Settings -> Auto Assignment Rules`
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- `Settings -> Chat Tags Management`
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- `Settings -> Canned Responses`
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- `Settings -> Webhook / Integration Settings`
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## 6. Agent Flow
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## 6.1 Mulai Shift dan Review Inbox
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Flow:
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`Login -> Agent Dashboard -> klik Assigned Conversations -> My Inbox`
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Cabang dari dashboard:
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- `Dashboard -> unread conversations -> My Inbox filtered unread`
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- `Dashboard -> due follow-up -> My Inbox filtered pending/due`
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## 6.2 Tanggapi Percakapan Customer
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Flow utama:
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`My Inbox -> pilih conversation -> Agent Conversation Detail -> reply -> Agent Conversation Detail`
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Alternatif:
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- `Agent Conversation Detail -> canned response -> insert -> send -> Agent Conversation Detail`
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- `Agent Conversation Detail -> template picker -> pilih template -> send -> Agent Conversation Detail`
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## 6.3 Tambah Note Internal atau Tag
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Flow:
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`Agent Conversation Detail -> Internal Notes atau Tags -> add/edit -> save -> Agent Conversation Detail`
|
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## 6.4 Ubah Status Conversation
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Flow:
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`Agent Conversation Detail -> Status Selector -> pilih status -> save -> Agent Conversation Detail`
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||||
Kemungkinan efek:
|
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- resolved -> muncul di `Resolved History`
|
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- pending -> muncul di queue follow-up
|
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## 6.5 Ambil Conversation dari Queue
|
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|
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Flow:
|
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`Agent Dashboard atau Sidebar -> Unassigned Queue -> pilih conversation -> preview/detail -> klik Take Assignment -> Agent Conversation Detail`
|
||||
|
||||
Hasil:
|
||||
- conversation pindah ke daftar assigned agent
|
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## 6.6 Lihat Riwayat Resolved
|
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|
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Flow:
|
||||
`Agent Dashboard atau Sidebar -> Resolved History -> pilih conversation -> Agent Conversation Detail`
|
||||
|
||||
## 6.7 Lihat Contact Terkait
|
||||
|
||||
Flow:
|
||||
`Agent Conversation Detail -> klik contact card -> Agent Contact Detail`
|
||||
|
||||
Alternatif:
|
||||
`Sidebar -> Agent Contact List -> pilih contact -> Agent Contact Detail`
|
||||
|
||||
## 6.8 Cek Performa Pribadi
|
||||
|
||||
Flow:
|
||||
`Sidebar -> My Performance -> filter date -> lihat personal stats`
|
||||
|
||||
## 7. Cross-Role End-to-End Flow
|
||||
|
||||
## 7.1 End-to-End Inbound Message Flow
|
||||
|
||||
Ini flow paling penting dari sisi produk.
|
||||
|
||||
Flow lintas sistem:
|
||||
`Customer kirim WhatsApp -> Webhook Ingestion -> sistem create/update Contact -> sistem create/update Conversation -> Shared Inbox -> Admin/Agent buka Conversation Detail -> Reply -> status berubah -> activity log tercatat`
|
||||
|
||||
Jika diterjemahkan ke screen:
|
||||
`Shared Inbox -> Conversation Detail -> Reply Composer -> send -> Conversation Detail`
|
||||
|
||||
Pihak yang terlibat:
|
||||
- customer
|
||||
- sistem webhook/worker
|
||||
- admin client atau agent
|
||||
|
||||
## 7.2 End-to-End Broadcast Flow
|
||||
|
||||
Flow lintas sistem:
|
||||
`Admin create campaign -> sistem validate template & audience -> campaign queued -> worker kirim bertahap -> delivery webhook masuk -> Campaign Detail update metrics`
|
||||
|
||||
Jika diterjemahkan ke screen:
|
||||
`Campaign List -> Create Campaign -> Campaign Review -> Campaign Detail -> Campaign Recipients`
|
||||
|
||||
## 7.3 Channel Disconnected Exception Flow
|
||||
|
||||
Flow:
|
||||
`System detects disconnected channel -> Notification/Alert -> Super Admin Dashboard atau Admin Billing/Settings area -> Channel Detail / Integration Settings -> Reconnect action -> validation result`
|
||||
|
||||
Screen yang bisa muncul:
|
||||
- dashboard alert
|
||||
- channel detail
|
||||
- webhook/integration settings
|
||||
|
||||
## 7.4 Template Rejected Exception Flow
|
||||
|
||||
Flow:
|
||||
`Template List -> Template Detail -> status rejected -> Edit/Resubmit -> submit -> Template Detail`
|
||||
|
||||
## 7.5 Message Delivery Failed Exception Flow
|
||||
|
||||
Flow inbox reply:
|
||||
`Conversation Detail -> send reply -> failed state -> retry action atau note error -> Conversation Detail`
|
||||
|
||||
Flow campaign:
|
||||
`Campaign Detail -> failed metrics -> Campaign Recipients filtered failed -> lihat failure reason`
|
||||
|
||||
## 8. Rekomendasi Wireflow Prioritas
|
||||
|
||||
Kalau ingin dibuat ke prototype lebih dulu, urutan flow yang paling penting untuk divisualkan:
|
||||
|
||||
1. Login -> Dashboard
|
||||
2. Dashboard -> Shared Inbox -> Conversation Detail
|
||||
3. Conversation Detail -> Assign -> Reply -> Change Status
|
||||
4. Contact List -> Create Contact -> Contact Detail
|
||||
5. Campaign List -> Create Campaign -> Campaign Review -> Campaign Detail
|
||||
6. Users List -> Create User -> User Detail
|
||||
7. Super Admin Dashboard -> Tenant List -> Create Tenant -> Tenant Detail
|
||||
8. Tenant Detail -> Connect Channel -> Channel Detail
|
||||
|
||||
## 9. Kesimpulan
|
||||
|
||||
Kalau `struktur screen` menjawab daftar layarnya, maka dokumen ini menjawab alur kerja user di antara layar-layar itu.
|
||||
|
||||
Untuk MVP ini, flow yang paling wajib matang dulu adalah:
|
||||
- login
|
||||
- dashboard entry
|
||||
- shared inbox
|
||||
- conversation handling
|
||||
- contact management
|
||||
- campaign creation dan monitoring
|
||||
- tenant onboarding
|
||||
- channel connection
|
||||
Reference in New Issue
Block a user