ChannelAdapter: One Interface, Any Channel

Omnichannel support usually means N integrations duct-taped to one inbox. EdgeDesk uses a single ChannelAdapter interface for every channel:

verify — Authenticate the inbound request (SPF/DKIM for email, Turnstile for web chat).

parseInbound — Convert channel-specific payloads into normalized InboundMessage objects.

sendMessage — Deliver agent replies back through the channel.

Phase 1 ships email (Cloudflare Email Routing) and web live chat (cs-widget Worker). Phase 2 adds custom webhooks and async SNS queue channels.

Phase 3 adds WhatsApp, LINE, and Kakao by implementing new adapters only—the ticket model, SLA logic, and AI layer remain unchanged.

Cloudflare Turnstile on the widget's first message prevents bot spam without CAPTCHA friction for legitimate users.