3 Years Building a CXM Platform: Web, Mobile, and Webchat

The platform

AiChat’s CXM platform gives businesses a single dashboard to manage customer conversations across WhatsApp, Telegram, Instagram, and a self-hosted webchat widget. Three surfaces, one product: the web CMS, a React Native mobile app for agents, and the embeddable webchat widget itself.

What I owned

• The web CMS dashboard — conversation routing, agent assignment, and analytics views.
• The React Native app, including its first public release.
• The webchat widget’s integration layer, connecting a single AI agent to multiple messenger platforms.

Takeaway

Building the same product across three very different runtimes (server-rendered dashboard, native mobile, embeddable widget) meant the shared logic had to stay platform-agnostic from day one — anything tied too tightly to one surface became a rewrite waiting to happen.