Short write‑ups of problems we hit running a real commerce operation and what we changed in the code because of them. No product announcements; just the reasoning.
We built an internal messenger into the ERP instead of sending the warehouse to a third-party app. Why it had to be separate from customer chat, why the first users were pickers on tablets, transparent translation between languages, chats that start from an order, and the rule that staff chat is work — so HR may read it.
A live chat on every storefront, answered from the staff app by agents who see the customer's account, orders and history beside the conversation; messages translated both ways; a session that can become a ticket, a Slack thread or a summary; presence and typing over WebSockets; a dashboard of who is on the site right now and from where. And the tone rules we wrote down when an assistant started drafting replies.