How to design a customer service platform like Intercom or Zendesk?

[romaglushko]

Hey all 👋

I have published an article with an extensive overview of Papercups, a feature-rich open source customer service platform with real-time chat capabilities.

The article covers:

• 📐 High-level architecture of the platform & the main data model
• 💬 Handling communication with customers across 7 channels in a uniformed way and figure out to which ongoing conversation it belongs
• 📧 How to receive emails via AWS SES
• 📧 How to sync emails from GMail
• 📲 How to receive SMS via Twilio
• 💬 Embedded Chat Capabilities via Phoenix Channels & Presence
• 👀 Usage of Slack/Mattermost as reply channels
• 🪄 Webhook and Lambda Function functionality to extend the existing functionality
• 👀 Advanced browser session tracking and reply
• 📈 Reporting, analytics, billing strategy

Papercups is an excellent example of how to build a SaaS platform in a radically simple way.

Hope this is helpful for someone.

The Link: https://www.romaglushko .com/blog/papercups/

[Niheel]

Roman,

This is a very well thought breakdown.
Thanks for sharing it.

[romaglushko]

Roman,

This is a very well thought breakdown.
Thanks for sharing it.

Absolutely! Glad you find this interesting 🙌