Conversational omnichannel management: architecture and integration

Device management de componentes

AITHA Customer Service centralizes channels, bots, escalation and history, and integrates with CRM, ERP and ticketing via REST API and webhooks.

Operators reply from the web interface or mobile app over the same shared data model.

Component	Function
Omnichannel tray	Brings conversations from all connected channels into a common environment.
Contact manager	Keeps each contact’s history and context between sessions.
Bot engine	Runs automatic flows: FAQs, guides and initial data collection.
Scaletion system	Transfers conversations from bot to operator by rules or manual intervention.
Agent web interface	Read, reply, reassign, close and track conversations.
Agent mobile app	Same capabilities as the web, accessible from a mobile device.
Organization system	Statuses, tags, queues and owners for workload management.
Metrics module	Logs entries, response times, escalations and recurring topics.
Routing	Assignment by channel, queue, priority, schedule or responsible team.

Channel / Mechanism	Use
Web (widget)	Conversations started from the customer’s website.
WhatsApp	Messaging from the enabled channel.
Instagram	Direct messages from a connected channel.
Facebook Messenger	Messages from a connected Facebook page.
Email	Conversations from configured email accounts.
Other connectors	Additional channels enabled based on project scope.
APIs REST	Integration with external systems, webhooks and automations.
Webhooks (incoming/outgoing events)	Reception or emission of events to third-party systems.

Active channels depend on project scope. Not all connectors are available in all deployments.

Entity	Description
Conversation	A message thread in a channel. It has status, channel, owner and history.
Contact	Person or entity associated with one or more conversations.
Message	Exchange unit within a conversation, with sender and timestamp.
Bot / Flow	Automatic sequence of steps that handles the contact’s initial input.
Agent	Human operator with a role, assigned queue and support permissions.
Queue	Grouping of conversations by criterion: channel, team, priority or time.
Tag	Classification applied to conversations for organization and metrics.
Scaletion	Log of handoffs from bot to operator or between operators, with context.

Step	Description
Input	An inquiry arrives from a connected channel.
Identification	The conversation is associated with a contact, channel and previous history.
Bot	The automatic flow handles the entry, classifies or requests initial data.
Scaletion	If appropriate, the conversation goes to an agent or team with logged context.
Human support	The agent replies from the web tray or the mobile app.
Measurement	Times, escalations, volume and recurrence are logged.
Close	The conversation remains available for later follow-up.

What it can do:

Centralize digital channels in a common tray with per-contact history.
Run first-level bots for FAQs, guides and data collection.
Scalete conversations to human operators with full context.
Optionally integrate AITHANEX AI for classification, knowledge lookup and assisted replies.
Expose data and events via APIs or webhooks to external systems.
Customize visual identity, initial messages and channel presentation.

Limits:

Available channels depend on the connectors enabled in the deployment.
Integration with AITHANEX AI is not required to operate the basic conversational tray.
Integrations with external systems (CRM, ERP, others) require APIs and credentials defined per project.
Advanced routing by schedule or team requires prior deployment configuration.

When enabled, AITHANEX AI can contribute to the conversational flow:

Capacity	Description
Assisted classification	Automatic tagging of conversations by topic, intent or priority.
Documentation lookup	Planned capability for replies backed by authorized knowledge bases; currently in development.
Reply suggestions	The agent receives contextual suggestions before replying.
Identification of recurring topics	Pattern analysis in conversation volume.
Conversation summaries	Automatic synthesis of history to speed up escalations.

This integration is enabled by configuration and does not change how the base tray works.

Area	Scope
Authentication	Agent and system access via credentials managed by the platform.
Permissions	Role-based control: read, reply, reassign, configure and administer.
Segmentation	Separation of queues, teams and data by customer or project.
History	Each contact’s history stays associated with the conversation and is not deleted on close.
Traceability	Log of agent actions: assignments, escalations, status changes and closures.
Communication	Encryption based on deployment configuration and enabled channels.

Area	Requirement
Channels	X.509 and API access for each digital channel to connect.
External systems	APIs, credentials and exchange rules defined per project.
Users	Roles, queues and permissions configured for each support team.
AITHANEX AI	Optional per-project enablement and configuration for AI capabilities.

Product	Technical relationship
AITHANEX AI	Optional integration for classification and assisted replies in bots.
Things AITHA	Can provide operational device context to support conversations.
AITHA PlatformNEX	Optional operations layer: permissions, users, audit and unified traceability when used.