Platform Features

Core Real-time Messaging

• Socket-based transport for low-latency messaging (WebSockets / Socket.IO).

• 1:1 and group chats with configurable group size and permissions.

• Typing indicators, online presence, and read / delivered receipts.

• Message status (sent, delivered, read) and message editing / deletion.

Rich Media & UX

• Image & file sharing with upload, preview, and thumbnails.

• Emoji, GIFs, and sticker support (picker + frequently used list).

• Inline image rendering and attachments in message threads.

• Message reactions (emoji reactions to messages).

• Message search and filters (by user / date / keyword).

Voice & Video Calling

• One-to-one voice & video calls using WebRTC (fallback to TURN servers).

• Group calls / conferencing (selective forwarding or SFU).

• Call controls — mute, hold, screen share (web), camera switch.

• Call history and in-call chat.

Offline & Sync

• Local persistence for offline viewing (client DB like IndexedDB/SQLite).

• Reliable delivery with message queueing and retry when client reconnects.

• Cross-device sync — message state consistent across multiple devices.

Presence, Notifications & Availability

• Real-time presence (online/away/do not disturb).

• Push notifications for mobile (APNs, FCM) and web push.

• Do Not Disturb / schedule options per user.

Security & Privacy

• Authentication via JWT / OAuth / SSO integrations.

• Role-based access control (users, moderators, admins).

• Transport security (TLS) and optional end-to-end encryption (E2EE) for private chats.

• Secure media storage with signed URLs and short TTLs.

Admin & Moderation Tools

• Moderation dashboard: view flagged messages, mute/ban users, remove content.

• Content filtering and automated moderation (profanity, offensive images).

• Audit logs and exportable conversation transcripts for compliance.

Developer & Integration

• Public APIs / webhooks for message events, user events, and integrations (CRM, helpdesk).

• SDKs for Web, iOS, Android with sample apps.

• Extensible plugin system for bots, auto-responders, or analytics hooks.

Analytics & Reporting

• Real-time metrics: active users, messages/sec, call stats.

• Usage reports: retention, message volume by region, top attachments.

• Quality of Service (QoS) monitoring for calls (latency, packet loss).

Scalability & Reliability

• Horizontal scaling of socket servers with a message broker (Redis, Kafka) for pub/sub.

• Load balancing, autoscaling, and managed DB options (Postgres / DynamoDB).

• High availability with multi-region deployments and failover.

Stakeholder Benefits

End Users

• Instant, natural communication with rich media and expressive features (emojis, GIFs, reactions).

• Multi-device continuity — start a conversation on mobile, continue on web.

• Privacy controls and optional E2EE for sensitive chats.

• Minimal friction for joining calls and sending media.

Customer Support / Sales Teams

• Faster resolution via real-time chat and in-call screen sharing.

• Integration with ticketing/CRM to attach chat transcripts to customer records.

• Presence and routing allow intelligent assignment of chats to agents.

Product / Business Owners

• Increased engagement & retention through real-time interactions and features.

• Actionable analytics to measure adoption, active users, peak load.

• Monetization opportunities (premium stickers, enhanced support, analytics modules).

Administrators & Moderators

• Easy moderation with dashboards and automated filters to reduce abuse.

• Audit trails for compliance and dispute resolution.

• Role management to control permissions across orgs.

Developers / DevOps

• Clear APIs & SDKs — faster integration into apps and services.

• Scalable architecture patterns (socket clusters + message broker) simplify maintenance.

• Observability with call quality metrics, logs, and alerts to detect/resolve issues quickly.