The Hubster Anatomy

Most unified messaging platforms are closed for external extensibility. At Hubster, we believe in an Open-ended Platform enabling businesses to customize the message pipeline by injecting their own integrations (BYOI) at any injuction point. Furthermore, businesses can extend agent/bot commands and configure their own implementation.

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Chat Apps

Your customers interact with your business using their favorite chat app. Hubster is configured to receive customer messages and route them to the Engine Pipeline.

Engine pipline

When the Engine Pipeline receives a message, both built-in and custom injection plugins are invoked. Your development team has ability to intercept and enrich messages and control how the response(s) are redirected to their final destinations.

Your systems

Depending on how your Hub was configured, Hubster will invoke business webhooks on per filter criteria and redirect leads to your favorite CRM.

Bot Handover/Takeover

Your agent and/or bot will receive customer messages and can construct the appropriate response as needed. A response can be as basic as sending a simple text message with attachments like images or videos, or as complex as carousel or list.

API

Your development team have full access to manage hubs and identities and obtain conversation histories using Hubster’s RESTful API.

CRMs

If Keyword Spotting was configured, Hubster will analyze if a lead indicator was triggered. Once a lead has be detected, Hubster will send the details of the lead to your favorite CRMs.

Hubster's an API-First Company

Hubster’s Unified Messaging Platform offers simplicity, flexibility and power when you need it most. Developing an industry-class API takes a lot of foresight and getting it right the first time was an important design decision in Hubster’s history from the get-go.

Hubster Anatomy

We believe in giving development teams full control by providing a truly Open-ended API Messaging Platform. Development teams can inject and replace most aspects of our pipeline and control how both in and outbound messages flow and how they are handled or redirected.

Hubster’s API has become a crucial “building-block” for our customers, helping them realize their solutions faster. Let Hubster do all the heavily lifting and stop worrying about complexities when dealing with omnichannel integrations.

Hubster Anatomy

It all comes down to numbers

Hubster was design for scale and value. No size is too big for Hubster. As your demand increases, we take proactive measures to ensure high standards and performance metrics are always met. No matter the size, Hubster can handle it.

Uptime Matters

24x7

High-availability

With our active 24x7 monitoring and a redundant infrastructure, we are built for resiliency and high-availability. Our SLA is our guarantee to give you peace of mind.

Scale Matters

2.7

Billion events/day

Hubster can process well over 2.7 billion events per day. We take pride that our platform can handle any volume of interactions between your business and your customers.    

Performance Matters

1000s of

Post processing/min

With so many post processing occurring in the background, such as keyword spotting, pipeline plugins, invoking webhooks, and other auxiliary integrations. Hubster never misses a beat.

 

Open-ended Conversation Pipeline

The Conversation Pipeline provides the ability to alter default directional behavior on how message interactions are handled.
This simple, yet powerful feature, provides businesses the ability to enrich and alter messages, prior to being sent or received, and reconstruct new autoreplies in any direction on a per Hub or tenant basis.
At Hubster, you have full control.

Hubster Anatomy

Omnichannel Unified Messaging

All third-party customer, agent and bot channel integrations each have their distinct inbound messaging protocols. The conversation pipeline seamlessly handles their specificness and unifies each message structure into a single generalized inbound message format for further consumption, throughout the pipeline.

Isolated Customer Conversation

Once an inbound message has been structured to a unified format, the conversation pipeline will isolate the message and designate it to its unique conversation stream. Isolation is key as it’s important to ensure no conversation stream inadvertently blocks other ongoing conversations throughout the system. This design decision increases messaging throughput across all conversation streams.

Language Translations

Wouldn’t it be great if your agent and/or bot can interact with customers in their preferred language? Well with Hubster, our conversation pipeline can do just that. For example, if a customer communicates in Spanish but you agent only understands English, the pipeline will detect this and translate the message to the agent’s preferred language and vise versa. As far as both parties are concerned, they assume the other side speaks the same language.

Sentiment Analysis and Keyword Spotting

Collecting how customers interact with your business and understanding what they really want, is paramount in improving the overall quality in customer satisfaction. Tracking sentiment scores and spotting keywords across conversations, helps improve business and operational efficiencies. Keep customers happy and listen to their needs.

Open Hours Plugin

For most small businesses, having live agents available 24/7, who able to interact with customers is not always an option. In lieu of having a full-fledged bot trained and available, Hubster provides the ability for businesses to configure their Open Hours by setting their time and days of operation, when live agents are not available. You can also initiate a fixed command to enact a “break mode”. This provides a single agent team to notify the customer that an agent will be with them shortly. All response messages are customizable. You can think of Hubster’s Open Hours plugin as a lightweight bot handling customer requests while your agents are asleep or on break.

Commands

Commands are a very powerful concept allowing agents and/or bots through simple text, instruct Hubster or your backend service, what action to take during the pipeline flow. Commands come in two flavors: Fixed and Dynamic. Fixed commands are pre-set by Hubster, whereas Dynamic commands are provided by the businesses’ development team. For example, if the development team provides a command to obtain CRM information for a customer in conversation, or to update their profile, they construct a command initiated by the agent and the pipeline will direct the command to your system to formulate the response. Commands are great way to extend the conversation pipeline and give your agents or bots all the power they need.

Bring your own Plugin (BYOP)

Developers can take full control of the conversation pipeline by injecting their custom plugins at any junction-point. This allows developers to inspect and enrich the message, and reconstruct the response flow if need be, to one or more destination endpoints. Hubster believes in an Open-ended framework.

UX Response Framework

All third-party customer and agent channel integrations each have their unique outbound messaging protocol. How you format the destination response prior to it being sent can be challenging, at best. At Hubster we developed a UX response framework that takes common unified response structure that generalizes how carousels, lists and other complex response outputs are mapped and defined. Developers only need to work with one output format, and our framework handles how it renders best on per integration basis.

Let's have a conversation

Thinking of an omnichannel unified messaging strategy? Then Hubster is the platform for you. Contact one of our sales specialist who will be more than happy to assist you. We understand every business is different and that one size doesn’t fit all.

So let’s get the conversation going and start talking to customers. We're here to help.

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