Pre-launch — closed beta soonmulti-channel AI customer service
MonoDesk
Unified AI inbox for SMB e-commerce — connects Zalo, Facebook, Instagram, Discord, WhatsApp, Shopify and an embeddable widget; auto-responds 24/7 with GPT-4o; escalates to humans on confidence and keywords.
AI inbox
≤ 2.5sTarget p95 first-token
≥ 70%Target deflection
7Channels supported
// problem
What we were asked to solve.
Vietnamese SMB shops live across Zalo + Facebook + Instagram + Shopify chat. Off-hours customers abandon. Generic chatbots don't know the catalog. MonoDesk merges all channels into one queue, runs GPT-4o on every inbound message, captures leads automatically, and escalates only when confidence drops or a keyword trips.
// architecture
How it's put together.
- 01Two AI pipelines — platform messages (store → context build → GPT-4o → escalation check → SSE notify) and embed widget (same plus function calling for catalog queries)
- 02RAG on Couchbase: 1536-dim embeddings, 500-char chunks with 50-char overlap, dot_product search with 5× recall boost, graceful fallback when index missing
- 03Escalation heuristics: keyword triggers, intent repetition, logprob confidence threshold, hedging-language detection, sensitive-topic routing
- 04Lead auto-capture: regex + LLM verification of phone/email pulled from the conversation
- 05BullMQ workers for inbound / processing / notify / billing — backpressure handled at the queue, not the API
- 06Server-Sent Events for live agent UI; Composio SDK for OAuth across Instagram, Discord, WhatsApp, Shopify
- 07Multi-language system prompts: Vietnamese (with honorifics), English, Japanese, Korean, Chinese
// stack
Next.js 16GPT-4oCouchbase RAGBullMQ
// state
Shipped
- Two-pipeline AI engine with RAG + escalation
- Channel integrations: Zalo, Facebook, Instagram, Discord, WhatsApp, Shopify, embed widget
- Lead capture, knowledge ingestion, agent config, inbox UI
- NextAuth v5 + JWT, S3/R2 storage, SSE live updates
Next up
- Workspace + team-member support (current schema is 1-User-1-AgentConfig)
- Stripe billing — subscription + metering
- Customer-side analytics dashboard (deflection, CSAT, lead-capture rate)
- Cross-channel customer entity (one person on Zalo + FB = one thread)
Building something similar?Two-week paid scoping. Written response in three working days.
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