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Overview

The Message Orchestrator provides developers with advanced, granular control over message flows. It enables the dynamic configuration of how messages are processed, allowing for conditional logic and real-time decision-making within your messaging applications.

Example Use Case: Dynamic Customer Support Routing​

Imagine a customer support application built on ART. With the Message Orchestrator, you could configure a channel to automatically route incoming customer messages based on their content. For example:

  • If a message contains keywords like "billing" or "invoice," the Orchestrator could automatically route it to the billing support team's queue.
  • If the message contains "technical issue" and is from a premium user, it could trigger a push notification to a specialized technical support agent.
  • If the message is a general inquiry, it could be directed to a general support queue while simultaneously logging the message in an external CRM system.

This dynamic routing significantly enhances operational efficiency, ensuring that customer inquiries are directed to the most appropriate team or agent in real-time, ultimately improving response times and customer satisfaction.

How It Works​

The Orchestrator operates by allowing developers to define custom flows that dictate how messages are handled based on specific conditions. You just need to drag the nodes from menu and drop into the playground. Play aroud with the connections to see how the flow works.

Dynamic Flowchart Configuration​

Developers can visually design conditional flows that dictate the path a message takes. Decisions within these flows can be based on various factors, such as message content, sender identity, or system states. This enables the creation of complex routing and handling scenarios that adapt to changing conditions in real-time.

Integration with External Functionalities​

Beyond simply modifying message flows, the Orchestrator can also trigger external actions based on defined conditions. This allows for seamless integration with other services and functionalities. Examples include:

  • Email Triggers: Automatically sending notifications or summaries via email.
  • Push Notifications: Initiating real-time alerts to mobile or desktop devices.
  • Other Integrations: Executing custom scripts or interacting with third-party services as required by your application logic.

Key Orchestrator Components​

To be able to orchestrate the message flow, Orchestrator has 5 key orchestrator message components which will help the developer define dynamic flow and the events that causes it. Based on how you want the flow or functionality of the messaging flow to be, you will be able to set up the connections.

  1. Core: Defines where the process begins and how it connects with external systems
  2. Processing: Handles data transformation and flow control within the orchestrator.
  3. Agentic AI: Brings intelligence into workflow.