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Architecture overview

Tiledesk Architecture Overview

Tiledesk System Architecture Overview

Tiledesk is a no-code/low-code framework that empowers organizations to build and deploy AI conversational agents while seamlessly integrating human support across multiple communication channels. The platform's architecture is designed to make building sophisticated AI agents accessible to everyone, from business users to developers, while maintaining the flexibility for advanced customization.

System Components

Visual Building Tools

The frontend provides intuitive, no-code interfaces built with Angular:

  • Automation Designer: A visual flow builder for designing AI agent behaviors, conversation flows, and human handoff rules without coding

  • Dashboard: Comprehensive interface for managing agents, conversations, and analytics

  • Widget: Easily embeddable chat component for websites

  • Chat Applications: Native apps for iOS and Android enabling human agents to take over conversations

Backend Infrastructure

1

AI and Automation Core

  • Visual automation engine for executing conversation flows

  • Intent classification using LSTM/BERT models for natural language understanding

  • Smart assignment system for routing conversations between AI and human agents

  • Built-in help center capabilities

2

Multi-channel Communication

  • Ready-to-use WhatsApp Business, Facebook Messenger, Telegram and SMS integrations

  • Extensible channel architecture supporting additional messaging platforms

  • MQTT and RabbitMQ ensuring reliable message delivery across channels

3

Data and State Management

  • MongoDB storing conversation histories and configurations

  • Redis handling real-time states and caching

  • SMTP server for email notifications

Key Platform Features

  • No-Code First: Build complex AI agents through visual interfaces without coding

  • Human-in-the-Loop: Seamlessly transition between AI and human agents

  • Channel Flexibility: Deploy your agents across multiple communication channels

  • Developer Extensible: Full API access and customization capabilities for developers

  • Real-time Architecture: Built for real-time conversations and instant handoffs

  • Open Platform: Extend functionality through APIs and custom integrations

Getting Started

Whether you're a business user looking to create your first AI agent or a developer planning to extend the platform, Tiledesk provides multiple entry points:

For Business Users

  • Use the visual Automation Designer to create conversation flows

  • Deploy to your chosen channels through the dashboard

  • Integrate the chat widget into your website

For Developers

  • Access our comprehensive API documentation

  • Extend platform functionality using our developer tools

  • Create custom channel integrations

Technical Stack

  • Frontend: Angular

  • Backend: NodeJS

  • AI/ML: Python (LSTM/BERT)

  • Databases:

    • MongoDB (main database)

    • Redis (caching/real-time)

  • Message Brokers:

    • RabbitMQ

    • MQTT

  • Communication:

    • SMTP Server

    • WebSockets

Last updated 1 year ago

Relevant links:

  • https://developer.tiledesk.com/architecture/schema#system-components

  • https://developer.tiledesk.com/architecture/schema#visual-building-tools

  • https://developer.tiledesk.com/architecture/schema#backend-infrastructure

  • https://developer.tiledesk.com/architecture/schema#key-platform-features

  • https://developer.tiledesk.com/architecture/schema#getting-started

  • https://developer.tiledesk.com/architecture/schema#technical-stack

  • https://developer.tiledesk.com/dashboard-and-agentchat-sdk/agent-chat-sdk

  • https://developer.tiledesk.com/architecture/components

  • https://tiledesk.com/privacy.html

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