Introduction

AW Chat is the in-app support experience for Antarctic Wallet (and host apps that embed the same SDKs). It wraps Intercom with a fully custom UI so look, language, and behavior stay on-brand — the Intercom widget is never shown.

For a fuller picture see System overview and Data model (where messages vs comments are stored).

Architecture (short)

Client SDKs ──HTTP + polling──▶ AW Chat backend ──REST──▶ Intercom API
                                     ├──▶ PostgreSQL  (channel, comments, CSAT,
                                     │                 devices, admin, maps, reads)
                                     ├──▶ S3           (file uploads)
                                     ├──▶ FCM          (mobile push)
                                     └──▶ Telegram Bot (TMA push)
Admin SPA ──────────────────────────▶ /admin/*

The SDKs talk only to the AW Chat backend. That backend is the single place that talks to Intercom and holds the secrets.

Chat ≠ channel: support messages and tickets live in Intercom. AW Channel posts and comments live in PostgreSQL.

Critical rules

1. Clients never talk to Intercom directly. API keys stay server-side.
2. No WebSocket. Delivery is polling-based (default ~4s).
3. No WebView on mobile. The React Native SDK uses native components only.
4. One-line integration. Import <AWChat /> with props.
5. CSAT and complaints are stored in Postgres → admin panel (with best-effort Intercom notes/tags).
6. No PII in logs. The backend must not log message bodies, seed phrases, or raw files.

Packages

Package	What it is
@aw-chat/web	Web + Telegram Mini App SDK
@aw-chat/react-native	iOS / Android SDK (native components)
@aw-chat/core	Shared types, API client, helpers
@aw-chat/server	The backend you deploy
@aw-chat/admin	Operator / author SPA

Feature set

• Continuous support thread (text + attachments; topic-gated requests).
• Tickets with reply threads and state machine.
• Close → CSAT and formal complaints (admin panel).
• AW Channel broadcast feed (posts, reactions, views, comments).
• Push (FCM mobile, Telegram TMA + channel).
• Light/dark themes, RU/EN locale, brand color.

Who should read what

You are…	Start
Embedding the SDK in an app	Quick start
Running the backend on your infra	Deployment + Configuration
Security / compliance	Security + Data model
Operating day-2	Operations

Also skim Limitations before QA.