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Design Principles

1. Unified Routing

All interactions — regardless of channel — flow through a single routing engine. This means:

  • A voice call, a WhatsApp message, and an email are all treated as interaction objects by the core platform.
  • Routing rules, skills, and queues are defined once and apply across channels.
  • Reporting spans all channels from a single data source.

2. Agent-Centric Workflows

The platform is designed around the agent experience. Human agents work from a single desktop that surfaces all channel interactions in a unified queue. Context from CRM and previous interactions is automatically attached.

3. API-First

Every platform capability is exposed via a REST API. The UI and all integrations are consumers of the same APIs available to customers. This enables:

  • Custom agent desktops
  • Third-party CRM deep integrations
  • Programmatic administration

4. Built-in Resilience

  • Services are designed for independent scaling and failure isolation.
  • The Voice AI pipeline (LiveKit, Atlas, STT, LLM, TTS) are stateless where possible.
  • Billing and configuration stores are the only stateful services with strong consistency requirements.

5. Extensibility

  • New channels are added by implementing a channel adapter that produces a normalised interaction object.
  • New AI models (STT, LLM, TTS) are swapped via the model router in each service without changing the pipeline topology.
  • Agent tools are registered in Compass and injected into the LLM service at runtime.