ConnectiveOne Documentation
Welcome to the client documentation for the ConnectiveOne communication platform. Here you will find everything you need to work effectively with the platform — from basic instructions to detailed guides for each module.
This documentation is created so you can quickly find the answer to your question and complete the required task without unnecessary effort. Each instruction is written in simple language, taking into account that you work with the system daily and value your time.
How to Use the Documentation
The documentation is organized by modules — each module has its own hub center with all available instructions. Start with the module that interests you, and you will find there:
- Hub Pages — main entry points for each role (Operator, Supervisor, Administrator, Integrator, Analyst)
- "How to do X?" Instructions — step-by-step guides for completing specific tasks
- Quick Links — for instant navigation to the information you need
If you don't know where to start, begin with the Operator Panel (OperatorLine) module — this is the main workspace for processing client requests.
Documentation Structure
The documentation is organized hierarchically by modules and content types. Each module contains different types of pages designed for different user needs:
Page types in a module:
- Hub Pages — main entry points for each role. They contain module overview, quick links, and navigation to all available instructions.
- How-to Instructions — step-by-step guides for completing specific tasks. They answer the question "How to do X?".
- Explanation — explanations of concepts, principles, and terminology. They help you understand what a feature is or how it works.
- Reference — technical reference materials: API, metrics, terms, statuses, and other reference information.
Modules
Request Processing
- Operator Panel (OperatorLine) — workspace for operators. Here you process client requests, conduct dialogues, and manage client information.
- Client Portal (Support Portal) — separate app for end users: their tickets, creating requests, comments, and CSAT. For administrators — setup hub.
- About Request Processing in ConnectiveOne — explanation of request types (chat, ticket, task) and stages of their lifecycle.
Broadcasts and Communications
- Channels — communication channel configuration. Connecting messengers, email, SMS, and configuring the website widget.
- Broadcast — creating and managing mass broadcasts. Configuring topics, templates, and tracking results.
- BroadcastUsers — client database management. Searching for clients, viewing cards, and performing bulk actions.
Data and Settings
- Custom Data — creating and managing custom data. Data models, groups, and import/export of information.
- Profile — personal profile configuration. Interface language, quick replies, signature, and notifications.
Artificial Intelligence
- FastLinePro — creating and managing AI agents and chatbots. Knowledge bases, model training, and integration into scenarios.
Automation
- ActionJail — creating and managing actions for automation. JSON configurations, UI schemas, and integration into scenarios.
- Scenario Builder — recommended visual bot scenario editor (new module, replaces Scenario Dialog).
- Scenario Dialog (Legacy) — legacy scenario editor, kept for backward compatibility.
Analytics and Quality
- Statistics — contact center performance analysis. Metabase dashboards, funnels, reports, and efficiency metrics. Metrics Reference
- Quality Assurance — service quality checking. Checklists, dialogue assessments, and quality reports.
Files and Access
- FileManager — file management in the system. Uploading, viewing, deleting, and organizing documents.
- Access Recovery — password recovery and access security configuration.
Administration and Integrations
- Constructor — administration workspace after sign-in: home screen, quick access to modules, and the in-product assistant. For administrators and integrators.
- Settings — centralized system settings. Managing bots, users, roles, operator panel, authentication, and other system parameters. For administrators and supervisors.
- Integrations — integrations with external systems. CRM, ERP, marketing platforms, webhooks, and API. For integrators.
- API Reference — ConnectiveOne API reference with navigation to Swagger documentation. For integrators.
References
- Terms and Statuses Reference — definitions of key terms, statuses, and concepts used in the system. Useful for quick search of unfamiliar terms.
User Roles and Access Rights
The ConnectiveOne platform uses a role-based access control system. Each role has specific permissions to access different modules and functions. Below is a recommended access rights configuration table showing which modules are typically available to each role:
| Module | Operator | Supervisor | Administrator | Integrator |
|---|---|---|---|---|
| Operator Panel (OperatorLine) | ✅ Full access | ✅ Full access | ✅ Full access | ❌ No access |
| Settings | ❌ No access | ⚠️ Limited (operator panel settings) | ✅ Full access | ✅ Full access |
| Channels | ❌ No access | ❌ No access | ✅ Full access | ✅ Full access |
| Broadcast | ✅ View and create | ✅ View and create | ✅ Full access | ✅ Full access |
| BroadcastUsers | ✅ View and search | ✅ View and search | ✅ Full access | ✅ Full access |
| Custom Data | ⚠️ View only (per bot) | ⚠️ View only (per bot) | ✅ Full access | ✅ Full access |
| Profile | ✅ Own profile | ✅ Own profile | ✅ Own profile | ✅ Own profile |
| FastLinePro | ❌ No access | ❌ No access | ✅ Full access | ✅ Full access |
| ActionJail | ❌ No access | ❌ No access | ❌ No access | ✅ Full access |
| Scenario Builder | ❌ No access | ❌ No access | ✅ Full access | ✅ Full access |
| Scenario Dialog (Legacy) | ❌ No access | ❌ No access | ✅ Full access | ✅ Full access |
| Statistics | ❌ No access | ✅ Full access | ✅ Full access | ❌ No access |
| Quality Assurance | ❌ No access | ✅ Full access | ✅ Full access | ⚠️ Settings only |
| FileManager | ✅ Upload and view | ✅ Upload and view | ✅ Full access | ✅ Upload and view |
| Integrations | ❌ No access | ❌ No access | ✅ Full access | ✅ Full access |
| API | ❌ No access | ❌ No access | ✅ Full access | ✅ Full access |
Legend:
- ✅ Full access — complete access to all module functions
- ⚠️ Limited — partial access with restrictions
- ❌ No access — module is not available for this role
Important: The table above shows a recommended access rights configuration. This is not mandatory — you can customize access rights for each role according to your organization's needs in the Settings → Roles section. Each organization can configure roles differently based on their specific requirements.
Help
Learn who maintains this documentation and how it is updated. Source verification and AI usage are covered in the Editorial policy; safe examples and analytics choices are covered in Security and privacy.
If you cannot find the information you need, open Support and service status or contact your system administrator. For portal details, see How to use Client Portal (sign-in, request types, form fields, notifications, and managing tickets).