Tiledesk Developer Hub
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  • Introduction
  • Community
  • Ask for Support
  • Public Roadmap and Changelog
  • Tutorials
  • Widget
    • Widget SDK
    • Javascript API: Methods
    • Javascript API: Attributes
    • Javascript API: Listeners/Events
    • Widget Authentication
    • Widget Angular integration
    • Widget React integration
    • Widget for Android with WebView
    • Widget for iOS with WKWebView
    • Widget for Flutter with WebView
    • Widget for React with WebView
    • Widget for Wix Website platform
    • Tutorials
      • Hide widget
      • Show/Hide widget programmatically
      • Force widget loading without user interaction
      • Mobile positioning
      • Custom size (width/height)
      • Installing widget on selected pages
    • Conversation Embedded Apps
      • Payment App Tutorial
      • Prechat form App Tutorial
    • Advanced
      • Preset the Widget on a specific Department
      • Authentication Flow
      • Widget protocol specs
      • Prechat Form JSON specs
      • Prevent multiple conversations
      • Old versions
        • Web SDK v4
  • External Chatbot
    • Introduction
    • Hello World tutorial
    • Chatbot to Human handoff
    • Send Text Buttons
    • Advanced Tutorials
      • Introduction
      • Tutorial 1 - Dialogflow as external chatbot
      • Tutorial 2 - Buttons and images
      • Tutorial 3 - Automatic human handoff with fallback intent
      • Tutorial 4 - Explicit Human handoff with user intent
      • Tutorial 5 - Gracefully handling operating hours during handoff
      • Generate Dialogflow Google Credentials file
    • Rasa tutorials
      • Rasa Tutorial 1 - Rasa as external chatbot
  • Resolution bot
    • Introduction
    • Quickstart
    • Webhook service
    • Rich messages
    • Tutorials
      • Chatbot chooser (multilanguage)
      • Department chooser
      • Order info (webhook)
  • APIs
    • REST APIs
      • Introduction
      • Authentication
      • Requests
      • Leads
      • Messages
      • Activities
      • Projects
      • Team
      • User
      • Analytics
      • Canned responses
      • Tags
      • Events
      • Jwt
      • Labels
      • Images
      • Files
      • Segments
      • Chatbots
      • Knowledge Bases
        • Knowledge Base
        • Contents
        • Question & Answer
      • Management Api
        • Departments
        • Groups
    • NodeJS SDK
    • Webhooks
      • Subscriptions
    • Conversation Messages APIs tips
    • Realtime API
    • JWT Authentication
      • JWT Custom authentication Tutorial
    • Tutorials
      • REST API
        • Sending and receiving messages with Tiledesk APIs
        • PHP Tiledesk REST API example
        • Import multiple messages into Tiledesk using REST APIs from third party app
      • Webhooks
        • Custom Request assignment
        • Request transcript on close
  • Apps
    • Build Custom App - Quick start
    • External Channels integration flow diagram
    • Telegram integration tutorial
  • Dashboard & AgentChat SDK
    • Dashboard SDK
    • Agent Chat SDK
  • Architecture
    • Architecture overview
    • Components list
    • Bot Design diagram
    • Multi Channel Message Flow
  • Installation
    • Installation
    • Running Tiledesk using Docker Compose
    • Running Tiledesk with Kubernetes using Helm
    • Choosing Hardware
  • Configuration
    • Chat21 channel configuration
    • Email parameters and templates configuration
    • Configure the logging system
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  • System Components
  • Visual Building Tools
  • Backend Infrastructure
  • Key Platform Features
  • Getting Started
  • For Business Users
  • For Developers
  • Technical Stack

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  1. Architecture

Architecture overview

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Last updated 6 months ago

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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