🛠️ Tools SOPs Overview
This page provides a quick overview of all internal tools and platform guides.
Use this page to understand how to navigate our external support systems and internal panels.
How to use this section
- Review the tool tiles below
- Select the platform you are currently working on
- Click the relevant guide to see login steps and dashboard usage
For daily chat operations, start with the Freshchat Guide to understand the agent workspace.
Tools SOP Index
Freshchat Guide
Agent login, dashboard navigation, and conversation management in the Freshchat portal.
Live Chat Platform
Procedures for handling real-time web chat requests and widget configurations.
New Relic Guide
Root cause analysis using API logs, error tracing, and system monitoring for BoB platform issues.
Admin Panel
How to use the BoB internal admin dashboard for client configuration and logs.
WhatsApp Platform
Managing the Meta Business Manager, phone numbers, and template approvals.
Email System Guide
Overview of our internal email ticketing infrastructure and SMTP settings.
🔧 Tools Directory
Jira
Bug tracking, CRBs, feature requests, sprint tasks
New Relic
System monitoring, API logs, latency & error tracking
CRB Tracker Sheet
Central CRB list with status, owner & priority
Client Escalation Sheet
High-priority client issues & SLA tracking
Shopify Admin
Orders, payments, refunds & customer history
Freshchat
Customer chats, agent activity & screenshots
Internal SOP Docs
Process documentation & internal workflows
If a tool is not listed here, do not rely on personal bookmarks.
Request it to be added so the entire team stays aligned.
Notes
- Always ensure you have the required Access Permissions before opening these tools.
- Do not share Admin Panel credentials with external parties or clients.
- If a tool is down, refer to the Escalation Matrix in the Onboarding section.