Notes on distributed systems, API design, and the engineering decisions behind production systems.
A customer conversation shouldn't be tied to the medium it travels over. This article explores how a single conversation seamlessly transitions between web chat and SMS while preserving context for both customers and support agents.
Webhooks are inherently unreliable delivery mechanisms. Messages can be retried, duplicated, or arrive out of order. This article explores how the platform ensures every inbound SMS is persisted exactly once while remaining resilient to repeated deliveries.
Provisioning communication resources for a tenant required far more than purchasing a phone number. This article explores how we orchestrated a multi-step provisioning workflow while keeping the system consistent in the face of partial failures.
Supporting multiple companies on a shared platform doesn't mean sharing communication infrastructure. This article explores why every tenant owns its own communication resources and how that decision simplifies security, operations, and future scalability.