Elaine is designed as an integration-ready platform for personalized customer engagement. Elaine.io provides the next-generation application and interaction layer, including the Smart Workspace and AIDO Copilot, while the platform connects multiple governed data and content sources with high-performance recipient-level decisions, automation, delivery, interaction processing, and analytics.
Logical architecture
- Customer, commerce, content, and other source systems provide contact data, content, events, or transaction information.
- Elaine manages the relevant data, audiences, content, permissions, and campaign configuration within the configured tenant.
- Campaigns and business rules determine when and how an engagement activity is executed.
- Elaine resolves hyperpersonalized content and actions in real time or during scalable campaign processing.
- Interactions and delivery results flow back into Elaine for reporting, decisions, exports, and subsequent engagement.
Integration patterns
- APIs: Trigger transactional communication and integrate application workflows.
- File-based exchange: Import and export contact, campaign, and interaction data.
- Events and webhooks: Exchange signals that start or influence campaign processes.
- Configurable business rules: Call external systems or incorporate external information into decisions.
- Content and asset integrations: Make externally managed product information and media available for communication.
- Agent-facing interfaces: Connect specialized internal or external AI agents through supported APIs and protocols such as MCP.
Instance, tenant, and access separation
An Elaine instance is the Elaine environment operated for a customer. Within an instance, tenants provide administrative and data separation for brands, business units, markets, or service scenarios. Users, roles, and permissions control access to tenant data and functions.
Headless architecture
Elaine can also operate behind a campaign management solution or another backend system. In this pattern, the external application provides the primary interface and controls supported data, content, message, and campaign workflows through APIs, while Elaine provides engagement orchestration, personalization, delivery, and result processing.
A headless design must define system ownership, object mapping, asynchronous status handling, idempotency, monitoring, permissions, and the exact API coverage required by the external workflow.
Deployment and delivery
The deployment, hosting, staging, and delivery configuration depends on the contracted operating model and the enabled services. Detailed infrastructure information is provided during solution design and security review.
Note
This article describes the logical product architecture. It does not represent a customer-specific implementation or security architecture.