Introduction

AW Chat is the in-app support experience for Antarctic Wallet. It wraps Intercom with a custom UI so the look, language, and behavior stay 100% on-brand.

Architecture

Client SDKs ──HTTP + polling──▶ AW Chat backend ──REST──▶ Intercom API
                                     ├──▶ PostgreSQL  (contacts, devices, csat, complaints,
                                     │                 events, reads, reasons, durations)
                                     ├──▶ S3           (file uploads)
                                     ├──▶ FCM          (mobile push)
                                     └──▶ Telegram Bot (TMA push)

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

Critical rules

These are non-negotiable design constraints — good to know before you integrate:

1. Clients never talk to Intercom directly. All Intercom calls go through the backend; API keys stay server-side.
2. No WebSocket. Message delivery is polling-based (default 4s). There is no persistent connection.
3. No WebView on mobile. The React Native SDK uses native components only.
4. One-line integration. You import <AWChat /> with props. That's it.
5. CSAT and complaints bypass Intercom and go to our own database → admin panel.
6. No PII in logs. The backend never logs 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, stores (used by both SDKs)
@aw-chat/server	The backend you deploy

Feature set

• A continuous support thread per user (text + file attachments, images inline in history).
• Topic-gated requests — pick a main → sub reason; the request auto-starts.
• Close → CSAT — closing a request prompts a 1–5 star rating that persists.
• Multiple tickets with a state machine (submitted → in progress → awaiting reply → resolved) and a reply thread.
• Rich operator messages (links, bold, lists) rendered natively, plus reply-to-a-message quoting.
• Unread badges backed by a real per-user read marker.
• CSAT (1–5 stars) and formal complaints (→ admin panel).
• Push notifications (FCM for mobile, Telegram for TMA).
• Diagnostics message (device/app metadata, no PII).
• Light/dark themes, RU/EN locale, brand-color theming.