SupportPilot AI Inbox
Real-time support chat with AI drafting, routing rules, and Redis-backed message speed.
Overview
Designed the messaging layer for low-latency delivery, presence (online/typing), and consistent ordering across devices.
Added AI response drafting that summarizes customer context and proposes replies (agent remains in control before sending).
Built an internal admin area for agent seats, canned responses, routing rules, and conversation tags.
Key Challenges:
- •Preventing duplicate sends and out-of-order messages during reconnects and tab switching.
- •Managing OpenAI calls safely (timeouts, retries, cost control) without blocking the chat UX.
- •Building a simple but reliable permission model for agents, admins, and read-only roles.
Built With
Next.js
Framework
TypeScript
Language
OpenAI
AI Service
Socket.IO
Real-time Communication
Redis
Cache & Pub/Sub
MongoDB
Database
Vercel
Deployment
Key Features
Real-time Chat
Socket-based messaging with delivery status, typing indicators, and reconnect resilience.
AI Draft Replies
AI-generated drafts and summaries that help agents respond faster without losing tone control.
Fast Message History
Redis-backed caching for recent threads so inbox scrolling and search feels instant.
Routing Rules
Auto-assign conversations by tags, keywords, working hours, and agent capacity.
Internal Notes
Agent-only notes per thread to keep context without leaking info to customers.
Multi-device Sync
Session-aware sync so agents can move between devices without losing thread state.
Visual Showcase
Development Journey
Architecture
- Defined message model, thread model, and ordering rules
- Planned Socket.IO rooms strategy (user, thread, org)
- Designed AI usage boundaries (draft-only, human send)
Build
- Implemented chat UI and server events
- Built auth + org/workspace structure
- Integrated AI draft endpoint with guardrails
- Added caching for inbox and threads
Scale & QA
- Reconnect and duplicate prevention testing
- Load tests for concurrent sockets
- Rate-limit strategy + cost monitoring hooks
- Deployment + basic observability
Let's build something great together
Have an idea you want to bring to life? Let's shape it into something you're proud to show.