Skip to content
moonflare
PTContact
← Back to projects
ProfessionalPublicSoftwareAutomationSystems Integration

ATI V2 — Support Operations Ecosystem

A monorepo ecosystem combining a Chrome extension and an administrative web panel to streamline telecom support workflows.

GitHub repository →

Context

Public repository developed for real-world support operations context at ATI Internet, integrating with existing tools such as ChatMix and SGP.

Problem

Support agents needed to perform repetitive actions across multiple systems, manage responses, and access operational utilities quickly without constant context switching.

Constraints

  • Runs as a browser extension in a Manifest V3 environment with service worker constraints.
  • Must interact with existing third-party/internal web interfaces rather than replacing them.
  • Needs responsive, in-context UX that does not disrupt the operator’s primary workflow.

Architecture

  • Monorepo with two main applications: a Chrome extension (MV3) and a React-based administrative panel.
  • Extension components include background/service worker logic, content scripts, and UI surfaces (popup/side integrations).
  • Firebase used as backend services: Authentication, Realtime Database for live presence/chat/notifications, and Firestore for structured data.
  • Message bridge and SSO/session synchronization patterns between extension and embedded web panel.

Key decisions

  • Chose Manifest V3 architecture and explicit background/content separation to align with modern browser extension constraints.
  • Split volatile real-time concerns (presence, chat) from structured records to fit Firebase service strengths.
  • Embedded the web panel in extension contexts where compact, focused interaction was needed.
  • Documented co-located AI/engineering guidelines in-repo to keep implementation conventions consistent.

Implementation

  • Injected quick-action UI into support interfaces for tasks like copying client/contact data and launching workflows.
  • Implemented automation helpers for order-of-service flows and reusable response management.
  • Built administrative features including departmental chat, response libraries, and utilities in the web panel.
  • Added background notification handling and session-sharing between components.

Challenges

  • Handling browser extension lifecycle limitations (e.g., service worker behavior) while keeping features reliable.
  • Integrating with existing systems and UI surfaces that can change or impose security constraints (such as iframe/cookie behavior).
  • Maintaining performance and usability in a tool used during live support work.

Outcomes (verified)

  • A publicly documented, feature-rich ecosystem demonstrating end-to-end integration between extension and web app.
  • Repository includes architecture diagrams, module breakdowns, and changelog history evidencing iterative development.
  • Quantitative productivity impact is not publicly documented.

Lessons learned

  • In operational tooling, reliability and low-friction interaction matter as much as feature count.
  • Clear boundaries between background logic, UI, and external integrations simplify maintenance of extensions.
  • Designing for existing workflows enables incremental automation without risky big-bang replacements.

Stack

  • TypeScript
  • React
  • Vite
  • Chrome Extension (MV3)
  • Firebase (Auth, Realtime Database, Firestore)