Blueprint - Support and AI Console
Plan a React support workspace around a MediaSFU room while keeping CRM, AI, escalation, and audit behavior in the systems that own them.
This page is a product blueprint, not a copy/paste tutorial. It explains how the parts fit together. Use the linked operation guides for complete, checked code.
This guide uses mediasfu-reactjs@4.3.7.
Prerequisites
- A secure React room path and tested media lifecycle.
- App authentication and operator authorization.
- A privacy policy for customer context, messages, recordings, transcripts, and AI processing.
- A chosen React UI ownership level.
Responsibility map
| Workspace behavior | MediaSFU React surface | App or backend integration |
|---|---|---|
| Join the live session | ModernMediasfuGeneric and backend adapters | Customer identity, case authorization |
| Show people and messages | launchParticipants, launchMessages | CRM context, notification policy |
| Use audio and video | Supplied controls or clickAudio, clickVideo | Device guidance and support workflow |
| Open recording controls | launchRecording | Consent, retention, artifact access |
| Escalate or hand off | None defined by this tutorial | Routing service, audit trail, operator policy |
| Transcribe, summarize, or invoke AI | None defined by this tutorial | Approved AI/transcription service and privacy controls |
Do not label an app button “working” merely because it changes local UI. Escalation, handoff, transcript, summary, and case updates need their own backend result and recovery path.
Layout
Use a customer context panel, a central live-session region, and an operator action panel. Headless mode is appropriate when this console must own every visible surface; otherwise keep the supplied room and place CRM context around it.
Recovery
- Preserve the case reference, not reusable room authority, during reconnect.
- Show whether failure came from room media, the CRM, AI processing, or handoff routing.
- Require a confirmed backend result before showing escalation or case completion.
- Stop or detach sensitive derived data when consent or authorization changes.
Validation and teardown
Test separate customer and operator sessions, denied devices, media in both directions, participant leave, reconnect, and host end. Stubbed CRM or AI responses must be labeled as fixtures. Verify the real backend separately before release. Clear room state, customer context, transcript buffers, and pending actions when the session ends.
Continue with participant workspaces and the recording boundary.