Business Chat Platforms: What They Are Made Of and How They Work

At 12:05, a customer sends a message. At 12:05:01, they are already waiting for a reply. At 12:05:10 — they leave.

A chat platform is not just a message window. It is a system where every second impacts conversion, retention, and revenue.

Chat Is a Real-Time System

The key requirement is instant message delivery.

• WebSocket connections;
• push-based events;
• low latency.

If a chat works like a traditional API — it’s already too slow.

Core System Components

Any chat platform consists of several layers:

• client applications (web, mobile);
• message server;
• storage system;
• integrations;
• admin panel.

Each layer handles a specific responsibility.

The Heart: Message Delivery

Messages must:

• be delivered instantly;
• never be lost;
• avoid duplication.

This is achieved through:

• message queues;
• event-driven architecture;
• buffering mechanisms.

Message History

Chat is not only real-time — it’s also history.

• conversations;
• media;
• events.

Data must be stored and retrieved quickly.

Integrations

A chat system rarely exists on its own.

• CRM systems;
• payment services;
• bots;
• analytics tools.

This turns chat into a business tool.

Scalability

User growth can be rapid.

• thousands of connections;
• millions of messages;
• traffic spikes.

The system must handle this without delays.

Technology Stack

• Node.js (NestJS) — backend;
• WebSocket — real-time communication;
• Redis — pub/sub;
• PostgreSQL — storage;
• Kafka — message streaming;
• Kubernetes — scaling.

Business Value

• faster communication;
• higher conversion rates;
• full conversation control;
• process integration.

A chat platform is not UI. It is communication infrastructure.