KomuniTech CS CRM — Otomasi, Guard & Metrics

CRM CS yang membuat operasional member jalan sendiri—dan tetap terukur

Satu ekosistem KomuniTech CS CRM + agent OpenClaw cs: dari inbox dan knowledge sampai auto-resolve live, guard outbound enforce, dan snapshot metrics di dashboard. Dibangun dan diverifikasi di repo komunitech-crm-cs (produksi juga di cs-crm.komunitech.com).

Tiga pilar yang beda dari CRM biasa

Bukan klaim marketing—ini komponen yang ada di VPS, script verify, dan kode CRM di workspace ini.

⚙️

Otomasi CS end-to-end

Member VIP, batch, dan DM tidak menggantung: timer systemd, cron, dan skrip Python menjalankan alur CS tanpa intervensi manual rutin, sambil tetap menghormati guardrail (disclaimer KB, eskalasi on demand).

Auto-resolve mode live — cs-auto-resolve.py + unit CS_AUTORESOLVE_MODE=live
Eskalasi & pending-help — cs-escalation-resolve, wa-pending-help.timer, digest harian
Proactive brief live — triase internal tim CS ke arsip cs-brief
CSAT & VIP FU — stack cs-csat-*; API /api/vip-followup + tier-2 suggest (human gate kirim)
Knowledge inject otomatis — publish CRM → mirror disk → hook cs-knowledge-inject (34 artikel published)

Bukti: bash scripts/verify-cs-automation-goal-remote.sh exit 0 · docs/CS-AUTOMATION-GOAL-STATUS.md

🛡️

Outbound guard global enforce

Jawaban bot ke member di-scrub sebelum terkirim: kontrol kebocoran internal (tiket, cue KB, data sensitif) dengan mode enforce—bukan sekadar peringatan di log.

Plugin cs-outbound-guard di profil gateway CS :19889
Global mode enforce — workspace-cs/data/guard/config.json via fix-cs-outbound-guard-mode.sh
Rule kritis — pola di patterns.json dengan enforce: true untuk leak member-facing
Allowlist outbound CRM — /api/outbound-allowlist + sinkron sheet crm-outbound-allowlist-sync.py
Rate limit chat baru — /api/new-chat batasi follow-up non-VIP per user

Bukti: health verify OK mode=enforce per_rule_enforce=3

📊

Metrics terpusat di CRM

Tim tidak perlu membuka lima log berbeda: satu API snapshot merangkum kesehatan operasional CS untuk audit, Cloud Agent, dan keputusan harian.

Endpoint GET /api/cs-ops/snapshot — auth sesi CRM
Isi snapshot — KB published count, pending-help, VIP tier-2 queue, ringkasan CSAT, tail auto-resolve, arsip grup terbaru
Implementasi — lib/cs-ops-snapshot.ts membaca path VPS live
Halaman CSAT — /csat untuk drill-down rating
Verifier — verify-cs-crm-ops-snapshot-remote.sh

Bukti: deploy via install-cs-crm-remote.sh · snapshot JSON teruji di loopback :47293

Fitur CRM & integrasi (ringkas)

Satu atau dua kalimat per item—hanya yang ada di kode atau dokumentasi repo.

💬 Inbox WA & Telegram

DM, grup, topic forum TG; filter takeover/bot; merge arsip wa-group-archive di lib/data.ts.

👤 Human takeover

API /api/takeover + kirim balasan /api/send lewat gateway OpenClaw.

📚 Knowledge publish → bot

Draft, publish, revisi, sync disk; API /api/knowledge/*; runbook CS-KB-PUBLISH-RUNBOOK.md.

📄 Isi KB dari Google

fill-vip-manifest-kb-from-gdoc.mjs — export GDoc + fallback gog drive download untuk file MD kosong.

🎫 Tiket eskalasi

Halaman /tickets + API tiket; terhubung plugin cs-escalation di OpenClaw.

🔐 RBAC

Role owner/manager/agent; capability per menu & API di lib/rbac.ts.

💡 KB feedback

API /api/kb-feedback — umpan balas percakapan menuju draft knowledge.

🔌 Connector multi-node

GET /api/connector/config, ingest, long-poll commands — SPEC di connector/SPEC.md.

⚡ Onboarding & config bot

Wizard onboarding AI; generate AGENTS.md/SOUL.md dari dashboard.

🏢 Multi-agent / tenant

Agent switcher, halaman tenants, leads, settings per agent.

✅ Verifikasi otomasi

verify-cs-automation-health.sh, verify-cs-automation-goal-remote.sh, expect-live.

📅 Monitoring mingguan

Cron Senin 06:10 WIB — install-cs-automation-weekly-verify.sh → log health.

📖 SSOT dokumentasi

docs/CS-AUTOMATION-*, inventory operator, gap analysis, group inbox design.

🌐 Akses publik CRM

Nginx TLS cs-crm.komunitech.com → :47293; rate limit login + fail2ban (repo configs/nginx/).

🔗 Split gateway WA

wa-cs hanya di gateway CS; invariant verify-gateway-split.sh.

Paket investasi

Halaman onboarding CRM menyebut «paket sistem (CRM + template agent + preset + installer)» — angka harga tidak di-hardcode di repo.

Starter CS

Placeholder — CRM CS deploy, 1 gateway OpenClaw, preset KomuniTech.

Operasional Live

Placeholder — otomasi auto-resolve, KB publish, outbound guard, training operator.

Multi-node / White-label

Placeholder — Connector API, multi-tenant, subdomain HTTPS terpisah.