Every channel is normalised to the same ticket contract — one pipeline, three front doors.
Email Support
Formal detailed replies, thread detection, OOO auto-reply handling, quoted text stripping & RFC 3834 compliance.
Messaging Support
Concise replies ≤1,600 chars, Twilio webhook, "human" keyword live-agent handoff, STOP compliance.
Structured Intake
Next.js 14 App Router, honeypot spam detection, category pre-classification, live ticket status display.
Normalize from any channel
Cross-channel customer memory
Keyword + vector similarity
9 trigger types, 3 tiers
Channel-adapted tone & length
Production-grade infrastructure from day one.
High-performance async Python API with OpenAPI docs & Pydantic validation.
Tool-calling agent with structured escalation decisions and KB retrieval.
Persistent ticket store with vector similarity search for KB retrieval.
Durable multi-channel message queue — decouple intake from processing.
Container orchestration with HPA autoscaling and rolling deployments.
App Router web form with server actions, TypeScript & Tailwind CSS.