Halo: contact center software with phone, WhatsApp and social media on one screen
Halo
Web development / AI implementation / Custom software
React · Next.js · Python · PostgreSQL · WhatsApp · Asterisk
Halo unifies telephony, WhatsApp, Instagram, Messenger and tickets in a single agent screen. Built on FastAPI, Next.js and Asterisk, and validated with peaks of 500 calls.
- Scope of work
- Web development / AI implementation / Custom software / Web Development / AI Implementation
- Technology
- React / Next.js / Python / PostgreSQL / WhatsApp / Asterisk
- Client
- Le Website
- Year
- 2026
How do you build a contact center that never drops calls during updates?
Halo puts telephony, the entire Meta suite —WhatsApp, Instagram and Messenger— and ticket management on a single agent screen. Voice queues, order taking, live supervision, quality and management reporting, all tied to one case: the call, the conversation and the order live connected and with a full history.
The architecture is a modular monolith with a satellite process dedicated to voice, so telephony is isolated from API deployments and a release never interrupts a call in progress. It was stress-tested with 60 simultaneous calls and 80 connected users, with peaks of 500 calls, and more than 535 automated tests passing.
What we did
What does contact center software with phone, WhatsApp and social media need?
Eleven modules on a single screen: WebRTC softphone with IVR, queues, hold music, transfers and recording; unified Meta inbox with approved templates and outbound campaigns; tickets with areas, schedules, assignment schemes and SLA alerts; order taking with screen-pop and a price frozen at confirmation; live supervision to listen, whisper and intervene; callback queue; quality with a scoring rubric and CSAT surveys; management reporting; and AI that summarizes, categorizes and analyzes sentiment when each ticket is closed.
Underneath: FastAPI on Python 3.12 for the API, Next.js and React for the agent's browser, Asterisk 20 LTS for voice, PostgreSQL 16 as the source of truth and Redis for presence and real time. Each process runs in its own container, each client gets a dedicated, isolated instance, and an event-driven architecture with a transactional outbox ensures no business change is lost, even in an outage.
The whole operation on a single screen: The call, the WhatsApp message and the order belong to the same case, with full history and traceability, so the agent doesn't have to reconcile three systems while serving a customer.
Build it so it doesn't go down: Voice isolated from API deployments, hot state in Redis and history in PostgreSQL, slow work moved to workers with retries, and real time that recovers on its own: if an agent loses connection, their tickets go back to the queue automatically.
The result
Contact center as a managed service or as software?
Halo is not sold as software and then left behind. It is delivered as a managed service: we deploy it, back it up and evolve it on the client's isolated instance, and support goes directly to the engineers who built it, with no intermediaries or outside call center in between.
Live project
