Switchboard Feature Matrix

Purpose

Switchboard is the owned support-workspace benchmark target. This matrix freezes the Chatwoot-parity surface required for messaging, routing, and operator workflows before implementation starts.

Required Parity Surface

• Switchboard must model accounts and workspace settings for tenant-level administration.
• Operators need inbox management as a first-class workflow.
• Administrators must be able to handle channel configuration across supported inbound sources.
• Support teams require contacts and contact profiles with durable identity and history.
• The messaging core is conversations and threaded messages.
• Work allocation must include assignments and teams.
• Internal collaboration must include private notes and mentions.
• Operator speed tools must include canned responses.
• Reusable action bundles must include macros.
• Routing and triage controls must include automation rules.
• Supervisors need activity and audit history for review and compliance.

Channels

• Core production coverage must include website live chat.
• Programmatic inbound traffic must include API channel.
• Standard asynchronous support must include email.
• Messaging distribution must include WhatsApp.
• Messaging distribution must include Telegram.
• The channel model should leave room for additional public adapters without redefining the core conversation contract.

Major Resources Requiring API Compatibility

• The API boundary covers accounts, users, inboxes, contacts, conversations, messages, assignments, teams, notes, labels, canned responses, macros, automation policies, reports, and audit entries.
• Switchboard must expose REST APIs and webhook surfaces for major resources so inbox seeding, channel automation, and benchmark instrumentation do not depend on manual setup.

Collaboration Requirements

• Multiple operators must be able to review, assign, and update the same conversation set without losing state.
• Notes, mentions, and assignment changes must behave as shared workspace events rather than private local state.
• Reporting and audit views must preserve who changed routing, status, and ownership decisions.

Benchmark-Critical Journeys

• create and configure inboxes for the supported support workspace
• receive and manage incoming conversations
• coordinate assignment, notes, and automation behavior during active work
• resolve, snooze, reopen, and report on conversations