Component architecture
AITHA Customer Service centralizes channels, bots, human handoff, and contact history and integrates with CRM, ERP, and ticketing through REST API and webhooks.
Operators respond from the web interface or mobile app using the same shared data model.
| Component | Function |
|---|---|
| Omnichannel inbox | Brings conversations from all connected channels into a common environment. |
| Contact manager | Maintains the history and context of each contact across sessions. |
| Bot engine | Runs automated workflows for common questions, guidance, and initial data collection. |
| Handoff system | Transfers conversations from bots to operators through rules or manual intervention. |
| Agent web interface | Supports reading, replying, reassigning, closing, and tracking conversations. |
| Agent mobile app | Provides the same capabilities as the web interface on a mobile device. |
| Organization system | Uses statuses, labels, queues, and owners for workload management. |
| Metrics module | Records incoming volume, response times, handoffs, and recurring topics. |
| Routing | Assignment by channel, queue, priority, schedule, or responsible team. |
Ingestion protocols and APIs
| Channel / Mechanism | Use |
|---|---|
| Web (widget) | Conversations initiated from the customer’s website. |
| Messaging from an enabled channel. | |
| Direct messages from a connected channel. | |
| Facebook Messenger | Messages from a connected Facebook page. |
| Conversations from configured email accounts. | |
| Other connectors | Additional channels enabled according to project scope. |
| REST APIs | Integration with external systems, webhooks, and automations. |
| Webhooks (incoming/outgoing events) | Receives or sends events to third-party systems. |
Active channels depend on project scope. Not every connector is available in every deployment.
Data model
| Entity | Description |
|---|---|
| Conversation | Message thread in a channel with status, channel, owner, and history. |
| Contact | Person or entity associated with one or more conversations. |
| Message | Unit of exchange within a conversation, with sender and timestamp. |
| Bot / Workflow | Automated sequence of steps handling the contact’s initial input. |
| Agent | Human operator with a role, assigned queue, and support permissions. |
| Queue | Grouping of conversations by channel, team, priority, or schedule. |
| Label | Classification applied to conversations for organization and metrics. |
| Handoff | Record of a transfer from bot to operator or between operators, including context. |
Operational workflow
| Step | Description |
|---|---|
| Input | An inquiry arrives from a connected channel. |
| Identification | The conversation is associated with a contact, channel, and previous history. |
| Bot | The automated workflow handles the input, classifies it, or requests initial data. |
| Handoff | When appropriate, the conversation moves to an agent or team with recorded context. |
| Human support | The agent responds from the web inbox or mobile app. |
| Measurement | Response times, handoffs, volume, and recurrence are recorded. |
| Closure | The conversation remains available for subsequent follow-up. |
Integrations and limitations
Capabilities:
- Centralize digital channels in a shared inbox with history by contact.
- Run first-level bots for common questions, guidance, and data collection.
- Hand conversations off to human operators with complete context.
- Optionally integrate AITHANEX AI for classification, knowledge retrieval, and assisted responses.
- Expose data and events to external systems through APIs or webhooks.
- Customize visual identity, initial messages, and channel presentation.
Limitations:
- Available channels depend on the connectors enabled in the deployment.
- AITHANEX AI integration is not required to operate the basic conversational inbox.
- Integrations with external systems (CRM, ERP, and others) require project-defined APIs and credentials.
- Advanced routing by schedule or team requires prior deployment configuration.
Optional integration with AITHANEX AI
When enabled, AITHANEX AI can add the following capabilities to the conversational workflow:
| Capability | Description |
|---|---|
| Assisted classification | Automatic conversation labeling by topic, intent, or priority. |
| Documentation search | Planned capability for replies supported by authorized knowledge bases; currently in development. |
| Response suggestions | The agent receives contextual suggestions before replying. |
| Recurring topic identification | Pattern analysis across conversation volume. |
| Conversation summaries | Automatic history summaries to streamline handoffs. |
This integration is enabled through configuration and does not alter the operation of the base inbox.
Security
| Area | Scope |
|---|---|
| Authentication | Agent and system access through credentials managed by the platform. |
| Permissions | Role-based control for reading, replying, reassigning, configuration, and administration. |
| Segmentation | Separation of queues, teams, and data by customer or project. |
| History | Each contact’s history remains associated with the conversation and is not deleted on closure. |
| Traceability | Record of agent actions: assignments, handoffs, status changes, and closures. |
| Communication | Encryption according to deployment configuration and enabled channels. |
Integration requirements
| Area | Requirement |
|---|---|
| Channels | Credentials and API access for each digital channel to connect. |
| External systems | APIs, credentials, and exchange rules defined by project. |
| Users | Roles, queues, and permissions configured for each support team. |
| AITHANEX AI | Optional project-level enablement and configuration for AI capabilities. |
Related products
| Product | Technical relationship |
|---|---|
| AITHANEX AI | Optional integration for classification and assisted bot responses. |
| Things AITHA | Can provide operational device context for support conversations. |
| AITHANEX Platform | Optional operations layer with unified permissions, users, auditing, and traceability. |