Event-Driven WhatsApp AI Support Platform

A backend integration architecture connecting WhatsApp, AI processing, conversation state, asynchronous messaging, escalation services, and operational telemetry.

Anonymized architecture case study

Architecture diagram for an event-driven WhatsApp AI support platform — Architecture view with client and environment identifiers removed.

Case Study Overview

A customer-support workflow needed a governed connection between WhatsApp, AI processing, conversation state, external services, escalation, and monitoring without tightly coupling the public channel to backend processing.

Outcome

A resilient support architecture that separates external traffic, asynchronous processing, AI orchestration, data, escalation, and observability concerns.

Architecture Approach

1Use API Management as the controlled entry point for the external messaging channel.
2Decouple requests with Service Bus so AI and integration workloads can process asynchronously.
3Keep conversation state in Cosmos DB and separate AI processing from integration and middleware responsibilities.
4Connect Application Insights, Azure Monitor, alerts, and Log Analytics to the operational path.

Role & Scope

Backend integration, asynchronous workflow, and AI service architecture

Technology Stack

Azure API Management

Service Bus

Azure AI

Cosmos DB

App Service

Meta WhatsApp API

Middleware

Application Insights

Azure Monitor

Log Analytics

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