Real Decision
How multiple communication channels were unified behind one conversation model.
Problem
Businesses communicate through several external channels, but operational teams still need one coherent inbox, one activity history and one workflow model.
Decision
Designed a unified Inbox abstraction supporting Email, Telegram and WhatsApp through a shared conversation model. Providers integrate behind a common service layer while conversations remain consistent at the product level.
Why Not
Build a separate UI and workflow per communication channel.
Couple business workflows directly to provider-specific APIs.