Inline is a customer communication platform for modern SaaS teams, inspired by products like Intercom and Crisp.

It combines live chat, AI assistance, knowledge base, analytics, and multi-team collaboration in one modular system.

• LinkedIn: Dzmitry Dym
• Public Website: inline.support

This organization hosts production and proprietary code in private repositories.

This public repository exists to document architecture, engineering decisions, and product scope without exposing confidential implementation details.

Inline provides:

• Live chat for websites and applications
• AI assistant for support automation
• Knowledge base and internal documentation tools
• Team inboxes and role-based collaboration
• Analytics and reporting
• Email integration and OTP flows
• Translation workflows
• Embeddable widget SDK

• React
• TypeScript
• Vite
• Redux/Context Style
• Widget isolation via Shadow DOM

• WebApi .NET
• Commands like CQRS/MediatR
• PostgreSQL
• Redis
• SignalR for real-time communication

• Docker
• Nginx
• GitHub Actions
• Environment-based configuration and deployment pipelines

• JWT access tokens
• Refresh tokens
• HMAC verification for widget and API integrity
• OTP email authentication
• Access and permission boundaries for multi-team scenarios

• Lucene.NET for indexing and retrieval
• OpenAI integration for assistant flows
• Google Translate integration for multilingual support

This system was built to explore and validate a production-grade SaaS architecture from scratch, with focus on:

• Scalability
• Modular service boundaries
• High performance under real-time load
• Strong domain modeling
• Security-first design
• Multi-tenancy readiness

• Live Chat
• Team Management
• Permissions and Access Control
• Analytics
• Widget SDK
• Email Authentication
• HMAC Authentication
• AI Assistant
• Translation
• Knowledge Base
• Search
• Reporting
• Attachments
• Notifications
• Multi-language support
• Mobile-oriented UX flows

The actual implementation is private, but the platform follows a modular monorepo/service-oriented structure:

• frontend projects
  • ui2 (custom ui library to make lib light weight)
  • shared libraries (to avoid repetable code)
  • widget
  • workspace
  • admin panel
• backend projects
  • auth
  • main
  • search
  • analytics
  • widget
  • admin
  • licensing
  • cleaner
  • database
  • core

Design choices documented in this organization focus on trade-offs, not just technology names:

• Why Commands (CQRS + MediatR) was selected for backend command/query isolation
• Why PostgreSQL + Redis combination was used for consistency + speed
• Why SignalR was chosen for real-time chat transport
• Why Shadow DOM is used in widget embedding scenarios
• Why Lucene.NET was selected for in-app search indexing strategy
• Why HMAC is required for secure widget and request validation

Client App / Website

• Inline Widget
• API Layer
• Auth Service
• Chat and Messaging Services
• Redis (presence/session/cache)
• SignalR (real-time events)
• PostgreSQL (persistent storage)
• Search Index (Lucene.NET)

• Dashboard
• Team Inbox / Chat Console
• Widget Conversation View
• Analytics
• Knowledge Base
• Settings and Access Control

• Designing tenant-safe architecture boundaries
• Operating long-lived real-time connections reliably
• Building secure authentication flows for mixed channels
• Optimizing index lifecycle and search relevance
• Structuring large React + TypeScript frontend systems
• Maintaining delivery speed in a multi-service backend

• AI Copilot workflows
• Voice and omnichannel support
• Mobile SDK expansion
• Webhooks and external automation triggers
• Slack and Microsoft Teams integrations
• Extended audit and compliance tooling

Only include values you can verify.

• Started: 2024
• Main Languages: TypeScript, C#, SQL
• Architecture: Monorepo + Multi-service + Multi-tenant
• Implemented Modules: 20+
• Authentication Methods: 3+
• Backend .NET projects (*.csproj): 14
• Frontend package projects (frontend/packages/*): 6

This organization will publish architecture notes and technical write-ups, for example:

• Why Commands (CQRS + MediatR) for Inline
• Secure widget design with HMAC authentication
• Building a multi-tenant SaaS platform from scratch
• Lucene.NET decision log and search architecture
• Lessons from real-time chat system design
• Structuring a large React + TypeScript codebase