Skip to main content

Future Requirements

Items identified as important but deferred. Review quarterly.

Webhooks & API Extensibility​

  • REST webhook subscriptions per org: org admins can register a URL to receive events
  • Events: conversation.created, conversation.resolved, message.sent, message.received, expert.assigned
  • Retry logic with exponential backoff
  • Signed payloads (HMAC-SHA256)
  • Target: allow client orgs to integrate humanwork events into their own systems (CRM, ticketing, etc.)

Knowledge Base → AI Training Loop​

  • Structured KB per org: documents, FAQs, policies
  • KB content ingested into vector store (Pinecone/pgvector) per org
  • AI agent retrieves KB chunks when generating suggestions
  • Expert corrections feed back into KB refinements
  • Target: AI accuracy improves over time per org without manual retraining

Contact Profiles​

  • Unified contact record per client user across all conversations
  • History: all past conversations, timestamps, resolution rate
  • Custom attributes: org-defined fields (e.g. plan tier, account manager)
  • Searchable

Outbound Campaigns (future)​

  • Specialist-initiated outbound message to a contact or segment
  • Channel-aware: WhatsApp template messages, email sequences
  • Not MVP — defer until inbound is stable
Last updated on by ethumanity