Enterprise Messaging AI, SaaS & digital platforms

Unifonic

The Agent Console, rebuilt as a mobile app for iOS and Android.

Unifonic, a Middle East-based customer engagement platform, needed its Contact Center agents to work from anywhere. Valens built the Agent Console mobile app for iOS and Android, so agents can handle WhatsApp, web chat and other messaging conversations on the go, with feature parity to the web console.

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Unifonic messaging

The problem

Unifonic's Contact Center agents had no mobile way to manage customer conversations across WhatsApp, web chat and other messaging channels.

Our delivery

A deployment-ready iOS and Android app, built in three phases and integrated with Unifonic's backend APIs: real-time chat, conversation history, transfers between agents and teams, bot handover and secure session management.

How we worked

Project context

Unifonic is a customer engagement platform and SaaS provider that uses conversational AI to let organisations manage text, voice, WhatsApp and web channels from a single platform. To extend the reach of its Contact Center, it needed a mobile app for agents that integrated with its backend APIs, kept sessions secure and behaved the same on iOS and Android.

Delivery scope

The work started with the core agent experience: authentication, the chat panel, canned responses, notifications and team switching. On top of that, the team added conversation history, transfers between agents and teams, and advanced filtering, followed by bot handover, dedicated bot chat views and advanced session management.

How we built it

One cross-platform codebase in React Native with Expo and TypeScript. Real-time updates run over native WebSockets. Offline support combines local caching, retry mechanisms and on-device persistence with Expo SQLite and Drizzle ORM. Chat rendering uses list virtualisation, component memoisation and optimistic updates. Single sign-on, session management and secure local storage protect agent access.

Tech stack

  • React Native
  • Expo
  • TypeScript
  • Expo Router
  • Unistyles
  • Axios
  • TanStack React Query
  • Expo SQLite
  • Drizzle ORM
  • Expo SecureStore
  • Native WebSockets
  • Maestro
  • Storybook
  • EAS Build

Impact

Unifonic received a deployment-ready app for both platforms, aligned with its backend and at feature parity with the web console. The single codebase cut development time by 40% and maintenance costs by 30%, and agents can now answer customers from anywhere.

40%
less development time with one codebase
30%
lower maintenance costs
SSO
plus session management and secure local storage for stronger security and reliability

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