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Key Concepts

Uniconnect Enterprise is a modular, event-driven, and AI-enabled communication and automation platform.
Every capability — from CRM to AI — is represented as a module, providing a flexible and extensible foundation for enterprise operations.

1. Modules​

Everything in Uniconnect is a module.
Modules define specific areas of functionality, such as CRM, campaigns, channels, users, or AI.
This modular approach allows each function to operate independently while remaining part of a unified system.

Default Modules​

The following modules are available by default and form the foundation of the platform:

  • Users — manage accounts, teams, and roles.
  • Dashboard — visualize key metrics and performance indicators.
  • Reports — define and view analytical reports.
  • Workflows — automate processes using events, conditions, and actions.

Optional Modules​

Additional modules can be enabled or installed as needed:

  • CRM — manage contacts, tickets, and relationships.
  • Campaigns — create and manage outreach campaigns.
  • AI (Auri) — enable AI-powered capabilities across the system.
  • Channels — voice, SMS, email, chat, WhatsApp, and more.

The CRM module also supports custom module creation, enabling organizations to extend the data model (e.g., adding Projects, Leads, or Assets) without altering the core architecture.

2. Actions​

Actions are the activities users or the system can perform.
They are the operational verbs of the platform and are accessible through the UI, workflows, or APIs.

Examples:

  • Create a ticket
  • Send an SMS or email
  • Assign a contact
  • Generate a report
  • Run an automation

Actions are tightly integrated with the Access Control and Workflow systems.

3. Events / Triggers​

Events (or triggers) represent significant occurrences in the system that can initiate actions or workflows.

Examples:

  • onUserCreated
  • onSMSSent
  • onEmailReceived
  • onTicketUpdated
  • onWorkflowCompleted

The event engine powers Uniconnect’s automation and workflow capabilities, enabling a responsive, event-driven architecture.

4. Workflows​

Workflows are a core module in Uniconnect that automate sequences of actions based on defined triggers and conditions.
They can connect multiple modules, allowing the system to react intelligently to events.

Workflow Components​

  • Triggers — define when a workflow starts.
  • Conditions — apply logic to control flow (if/else, comparisons, etc.).
  • Actions — execute operations (e.g., send email, assign user, call API).

Workflows can also use delays, loops, and parallel steps, and they can include AI-driven logic through the Auri layer.

Example:

“When a new ticket is created (trigger), if the priority is High (condition), then notify the Team Lead and assign it to the right queue (action).”

This module provides a low-code environment to orchestrate business logic across the platform.

5. Channels​

Channels represent the communication interfaces between Uniconnect and customers.
They are modular, allowing flexible configuration and integration with third-party providers.

Supported Channel Modules​

  • Voice — integrates with telephony systems for inbound and outbound calls.
  • SMS — handles text messaging.
  • Email — supports transactional and campaign messaging.
  • Chat / Messaging — includes WhatsApp, Facebook Messenger, or custom web chat.

Each channel follows a standardized event and data model to enable omnichannel communication and cross-channel workflows.

6. Auri (AI Layer)​

Auri is Uniconnect’s AI capability layer — a unified AI agent that brings intelligence to communications, automation, and analytics.

Auri acts as a wrapper for multiple AI providers (e.g., OpenAI, Gemini, Claude) and exposes a standardized interface for all AI-related functions.

Auri Capabilities​

  • Summarize conversations and notes
  • Generate or suggest replies
  • Understand intents and classify messages
  • Enable AI-driven bots for voice or chat
  • Power natural-language queries for reporting and analytics

Example:

A user can ask, “Show me last week’s support summary,” and Auri generates a live report from the unified data schema (Meta).

7. Meta (Unified Data Schema)​

Meta is the unified data schema that connects all modules under a single analytical layer.
It enables consistent data representation across CRM, communications, AI, and workflows.

Meta powers:

  • Dashboards and reports
  • AI-driven analytics (through Auri)
  • Unified search and insight generation
  • Data exports and cross-module analysis

It ensures that every event, message, or record can be analyzed in a connected context.

8. Access Control Model​

Access management in Uniconnect is governed by Roles, Scopes, and Access Levels, ensuring that users see and do only what they are permitted to.

Roles​

Define sets of permissions assigned to users.
Examples: Agent, Team Lead, Manager, Administrator.

Scopes​

Specify which actions a role can perform.
Examples: Create Ticket, View Dashboard, Edit Campaign.

Access Levels​

Define how much data a user can access within a scope:

  • All — access to all records.
  • Group — access to records created by users in the same team.
  • Own — access only to the user’s own records.

Together, these define Uniconnect’s fine-grained permission model, suitable for both small teams and large enterprises.

9. Summary​

ConceptDescription
ModulesBuilding blocks of the platform (CRM, Users, AI, Channels, etc.)
ActionsOperations that users or the system can perform
Events / TriggersSystem occurrences that can start workflows or automations
WorkflowsCore module for event-driven automation
ChannelsCommunication modules connecting to customers
Auri (AI Layer)Unified AI wrapper providing intelligence and automation
MetaUnified data schema for analytics and AI
Access ControlRole, Scope, and Access Level defining user permissions

Uniconnect’s modular, event-driven, and AI-augmented design allows organizations to build dynamic, automated, and intelligent communication ecosystems — fully customizable to business needs.