Customer Communications

Shared service that owns the WhatsApp channel to customers. All outbound messages (greetings, confirmations, notifications, nurture, feedback requests) and inbound message routing flow through this service. Handles language preference (ENG/RUS), message templates, conversation context, and timing rules. The service runs an AI agent that drafts contextual responses for customer conversations. AI-generated responses are NEVER sent directly — they are saved as drafts for a founder to review, optionally edit, and approve before sending (matching the Customer.ai_enabled semantics). Every message is logged to the Messages table and grouped into Conversations. When the agent's confidence is low, it escalates to a human founder via the WhatsApp management platform with the draft as a suggestion. Founders can take over any conversation at any time via a toggle.