Architecture Overview

Version: 1.0 — Draft
Date: June 2026

Summary

Nexivo is an omnichannel contact centre platform. All customer interactions — regardless of entry channel — are normalised into a common interaction object and processed by a central routing and orchestration engine. The platform targets engineers, operations teams, and contact centre managers.

High-Level Architecture

graph TB
    subgraph Channels["Channel Layer"]
        V_WEB[Voice\nWebRTC]
        V_SIP[Voice\nSIP / PBX / 3CX]
        C[Chat\nWebSocket / REST]
        E[Email\nSMTP / IMAP]
        WA[WhatsApp]
        SM[Social Media\nFB / TW / IG]
    end

    subgraph Core["Core Platform"]
        CS[Call Service]
        WAS[WhatsApp Service]
        BL[Billing Service]
        AC[App Connect]
        CP[Compass\nAgent Provisioning]
        HE[Herald\nText AI Runtime]
        RP[Reporting Service]
        INS[Call Insights]
        R[Routing Engine]
        AD[Agent Desktop]
    end

    subgraph VoiceAI["Voice AI Pipeline"]
        LK_SIP[LiveKit\nSIP Gateway]
        LK[LiveKit]
        AT[Atlas — Adapter]
        MB[Media Bot]
        STT[STT Service]
        LLM[LLM Service]
        TTS[TTS Service]
    end

    V_WEB --> LK
    V_SIP --> LK_SIP --> LK
    LK -->|webhook| CS
    CS -->|manual dispatch| LK
    LK --> AT & MB
    AT --> CP
    AT --> STT --> LLM --> TTS --> AT
    AT --> BL

    WA -->|Meta webhook| WAS
    WAS --> HE
    HE -->|callbacks| WAS
    WAS -->|notification| AD

    C & E & SM --> R
    AT --> R
    R --> AD

Component Summary

Channel Layer

The entry point for all customer interactions.

Channel	Protocol / Adapter
Voice	SIP / WebRTC → LiveKit
Chat	WebSocket / REST
Email	SMTP / IMAP
WhatsApp	Meta / Dialog360 / Twilio webhooks → WhatsApp Service
Social Media	Facebook, Twitter/X, Instagram

See Channels for per-channel details.

Core Platform

The microservices that orchestrate all business logic, routing, and data management.

Service	Role
Call Service	Receives LiveKit webhooks; dispatches Atlas + Media Bot into call rooms
WhatsApp Service	Inbound Meta/Dialog360/Twilio webhooks; routes to Herald (AI) or human agent
Billing Service	Receives post-call data from Atlas; calculates and stores call costs
App Connect	Spring Cloud Gateway + Camel integration hub; manages third-party app connectors, OpenAPI specs, OAuth, and MCP server registrations
Compass	Agent provisioning — serves agent config (prompt, voice, tools, language) to Atlas and Herald
Herald	Stateless text AI runtime — processes WhatsApp/chat turns via STT-less LLM pipeline
Reporting Service	Real-time and historical reporting across all channels and agents
Call Insights	Per-call analytics, transcripts, and sentiment dashboards
Routing Engine	Skills-based matching, queue management, and interaction assignment
Agent Desktop	Browser-based unified interface for human agents across all channels

Voice AI Pipeline

Handles real-time voice calls end-to-end — media bridging, speech recognition, language model inference, and speech synthesis. See Voice AI Overview.