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🌐 Omni-Engage — Unified Customer Engagement Platform

A modern microservices-based omni-channel engagement system built with:

Omni-Engage provides a unified dashboard where support agents can manage conversations from Facebook, WhatsApp, Instagram, Email, Chat, and more — all in one place.

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Omni-Engage is a next-generation cloud-native omni-channel engagement platform engineered for organizations that require high availability, scalable microservices, and real-time customer interaction management.

Powered by a modern microservices architecture—built on Spring Boot, React, and TiDB Distributed SQL—Omni-Engage consolidates customer conversations across Facebook, WhatsApp, Instagram, Email, Chat, and Telephony into one unified, intelligent dashboard.

Designed for mission-critical customer support operations, Omni-Engage provides:

• ⚡ Low-latency APIs optimized for enterprise scale
• 🔄 High-throughput ingestion pipelines for multi-channel workloads
• 🧠 Intelligent routing & agent workload balancing
• 🔍 Advanced filtering, auditability, and analytics-ready event streaming
• ☁️ Production cloud deployments on Render & Vercel with CI/CD
• 🌐 Horizontally scalable distributed SQL backend powered by TiDB Cloud

Inspired by platforms like Zendesk, Freshdesk, Intercom, and Salesforce Service Cloud, Omni-Engage demonstrates how leading enterprises architect modern omni-channel systems in 2025 and beyond.

Omni-Engage is not just a project — it is a complete enterprise product blueprint built using real-world architectural patterns.

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📚 Table of Contents

• 🧩 Architecture Overview
• 🚀 Getting Started
• ⚙️ Tech Stack
• 🧠 Core Features
• 🧪 API Testing
• 🚦 Load Testing
• 🌐 Monitoring & Uptime
• 📦 Deployment Guide
• 📈 Future Enhancements
• 👩‍💼 Author

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🧩 Architecture Overview

Omni-Engage follows a scalable microservices architecture with clear separation of concerns.

🏗 System Components

Component	Responsibility	Technology	Deployment
Agent Service	Agents, conversations, messages, assignment logic	Spring Boot 3	Render / Docker
Ingestion Service	Receives messages from external channels (FB, IG, WhatsApp)	Spring Boot 3	Render / Docker
Agent Dashboard	Web UI for agents	React 18	Vercel
Distributed SQL DB	Stores conversations, agents, messages	TiDB Cloud	Serverless

🖼 Architecture Diagram (Conceptual)

   Facebook / IG / WhatsApp / Email
                │
       ┌────────▼─────────┐
       │ Ingestion Service │
       └────────┬─────────┘
                │ REST
       ┌────────▼──────────┐
       │   Agent Service    │─── TiDB Cloud (MySQL-Compatible)
       └────────┬──────────┘
                │ REST APIs
       ┌────────▼─────────┐
       │  React Dashboard  │ (Vercel)
       └───────────────────┘

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🚀 Getting Started

✅ Prerequisites

• Java 17
• Spring Boot 3.x
• MySQL 8+ / TiDB Cloud
• Maven 3.9+
• Docker Desktop (recommended)

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🐳 Run Entire System with Docker (Recommended)

git clone https://github.com/Pranjali784/omni-engage.git
cd omni-engage

cp .env.example .env

docker compose up -d --build

Access Services

Service	URL
Dashboard (Frontend)	http://localhost:3000
Agent API	http://localhost:8081
Ingestion API	http://localhost:8080
Agent Health Check	http://localhost:8081/actuator/health
Ingestion Health Check	http://localhost:8080/actuator/health

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⚙️ Tech Stack

Backend

• Java 17
• Spring Boot 3.3
• JPA/Hibernate
• REST APIs
• MySQL / TiDB Cloud
• Docker

Frontend

• React 18
• Axios
• Bootstrap / Custom CSS

DevOps

• Docker Compose
• Render
• Vercel
• UptimeRobot (Monitoring)

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🧠 Core Features

🎧 Agent Management

• Availability tracking
• Auto-assignment with locking
• Prevents race conditions

💬 Conversation Management

• Create / Close / Reopen
• Timestamped messages
• Channel-specific sorting

🌐 Omni-channel Support

• WhatsApp
• Facebook
• Instagram
• Email
• In-App Chat

🔍 Filtering

• Channel
• Agent
• Status

♻ Real-Time Updates

• Polling
• Auto-refresh

📊 Production-Ready

• Actuator health checks
• Configurable environments
• Containerized microservices

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🧪 API Testing

All REST endpoints were validated using Postman.

Tested areas include:

• Agent lifecycle & availability
• Conversation creation, assignment & closure
• Message ingestion across channels
• Error handling & actuator endpoints

This ensures correctness, stability, and predictable API behavior.

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🚦 Load Testing

Apache JMeter was used to stress-test both microservices under concurrent load.

Key scenarios tested:

• Rapid message ingestion
• Parallel conversation creation
• High agent concurrency
• TiDB Cloud under heavy read/write volume

The platform maintained low latency and stable throughput during load testing.

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🌐 Monitoring & Uptime

To prevent Render’s free-tier servers from sleeping, UptimeRobot continuously pings:

/actuator/health

For both:

• Agent Service
• Ingestion Service

Ping interval: every 1 minute

This ensures:

• No cold starts
• Consistent response times
• Reliable user experience

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📦 Deployment Guide

✔ Frontend → Deploy on Vercel

Set environment variables:

REACT_APP_AGENT_API=https://your-agent-service.onrender.com
REACT_APP_INGESTION_API=https://your-ingestion-service.onrender.com

✔ Backend → Deploy on Render

Set:

SPRING_DATASOURCE_URL=
SPRING_DATASOURCE_USERNAME=
SPRING_DATASOURCE_PASSWORD=

✔ Database → TiDB Cloud

• MySQL-compatible
• Scalable
• Serverless

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📈 Future Enhancements (2025 Roadmap)

• WebSockets / SSE
• Deployment on AWS ECS/EKS / Kubernetes
• Redis caching
• AI Agent Assistant
• ClickHouse analytics
• SLA workflows
• LLM conversation summarization

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👩‍💼 Author

Pranjali Srivastava Java Developer | Backend Engineer | Microservices | SQL & Cloud 📍 Chennai, India

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🚀 Omni-Engage represents a fully modern, scalable, production-grade microservices system built using today’s best practices.

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