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2 part system:
Need to write an application that runs locally where you press a hot key (assigned by the user within the local client) that brings up a context menu at the mouse cursor. The context menu will be populated from a remote database with standard/canned responses categorized by company > problem > solution(the message). Once the technician selects the message, it will post it in the chat room.
Part 2: The 2nd part is the manager console which can be installed locally and connects to the remote database which allows the manager to update the categories and standard responses. All this needs to be secured.
I will provide you with a hosted sql database and login details. I will also need the source code in case I need to make changes in the future.