Krayde Software Services

BACKGROUND

Please describe your company and position.

I am an executive at Kalcend

Describe what your company does in a single sentence.

Kalcend is an AI-powered WhatsApp automation and customer engagement platform that helps businesses handle support, marketing, and workflows instantly and effortlessly.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Krayde Software Services to accomplish?

• Develop Kalcend platform

SOLUTION

How did you find Krayde Software Services?

• Online Search
• Referral

Why did you select Krayde Software Services over others?

• Close to my geographic location
• Pricing fit our budget
• Good value for cost

How many teammates from Krayde Software Services were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Scope of Work – Krayde Software Services for Kalcend
Krayde Software Services is responsible for the complete end-to-end design, development, deployment, and ongoing evolution of Kalcend, a WhatsApp-native AI automation platform built for customer support, marketing, and workflow orchestration. The scope covers product architecture, multi-tenant backend infrastructure, frontend dashboards, AI capabilities, messaging integrations, and enterprise-grade tooling to ensure reliability, scalability, and security.

 
1. Product Architecture & Platform Engineering:
Krayde owns the full technical foundation of Kalcend, including:

Multi-tenant organization structure with strict data isolation
Scalable messaging architecture using Firebase Functions Gen2, Cloud Tasks, Pub/Sub, Redis, and Firestore
High-volume WhatsApp automation pipeline capable of handling campaigns, broadcasts, and AI-driven conversational flows
Modular “tools engine” allowing third-party integrations like Slack, Gmail, Google Calendar, CRMs, and internal APIs
AI orchestration layer built on OpenAI Responses API with vector stores, custom tools, and fine-tuned behavior models
Secured onboarding pipeline for WhatsApp Business Accounts (Gupshup & Meta Embedded Signup)
Krayde’s engineering scope ensures that Kalcend operates as a robust, enterprise-grade SaaS product.

 
2. AI Engine & Conversational Automation:
Krayde designed and created Kalcend’s AI core, responsible for:

Natural-language understanding for customer support
Automated actions using tools (Slack, Gmail, Google Sheets, CRM endpoints, custom APIs)
Smart conversation routing with human handoff
Vector-store-based knowledge retrieval for business-specific answers
Multi-step tool-call execution (booking demos, checking order status, creating support tickets)
AI guardrails to ensure WhatsApp-compliant responses (word limits, safe actions, content filtering)
This AI engine powers both real-time chats and automated campaigns.

 
3. WhatsApp Messaging Infrastructure:
Krayde implemented a full WhatsApp infrastructure supporting:

Gupshup MPS integration with message, status, and webhook pipelines
Meta Embedded Signup (WABA onboarding, phone number linking, channel readiness)
Template creation, syncing, meta library cloning, and approvals
Inbound & outbound message handling with idempotent processing
Campaign engine with rate limiting, bucket-based fanout, Cloud Tasks and Redis token bucket mechanism
Conversation locking, message threading, and UTM-based tracking
This ensures reliable, high-volume communication for businesses.

 
4. Frontend Dashboard (React + Vite + Zustand + Tailwind):
Krayde developed the full frontend application, including:

Modular dashboard architecture with menu/route registry
Contacts management with Algolia search & segmentation
AI Agents module (tools, vector stores, instructions, versions)
Template Studio (create, manage, delete WhatsApp templates)
Campaign builder for automated sequences & broadcasts
Conversations inbox (coming soon)
Onboarding flows for WhatsApp channels
Settings, billing placeholders, role-based user management
The frontend is optimized for performance, modularity, and scalability.

 
5. Integrations & Tool Ecosystem:
Krayde engineered a system that allows easy integration with external services:

Slack (messages + channel posting)
Gmail (send email tool + auto-draft)
Google Calendar (meeting scheduling)
Google Meet (link generation)
CRMs (custom API integrations)
Internal business tools (webhooks, REST APIs, db queries)
File-based tools (documents, PDFs, spreadsheets)
These tools allow Kalcend to automate workflows inside WhatsApp conversations.

 
6. Data Pipeline, Logging, and Observability:
Krayde implemented complete internal observability:

Event logging for messages, tools, AI responses, status events
Error tracking for webhook failures, queue retries, AI errors
BigQuery analytics pipeline for message usage, campaign performance
DLQ (dead-letter queue) for failed events
Robust retry logic across Cloud Tasks, Pub/Sub, and Workers
Audit logging for organization-level actions (future expansion)
This ensures platform stability and traceability.

 
7. Security & Compliance:
Krayde designed Kalcend with:

Strict org-scoped Firestore & Storage rules
OAuth/OIDC token verification for all internal API invocations
App Check enforcement for callable functions
Secure management of WhatsApp tokens, Gupshup credentials, and API keys
Message TTL policies and secure media-handling routes
Privacy-safe architecture suitable for enterprise clients
 
8. Automated Onboarding & Tenant Provisioning:
Krayde built the tenant onboarding system:

Automated generation of per-org messaging infrastructure
Creation of Gupshup Apps
Subscription setup for messages and status events
Linking to Pub/Sub pipelines
Ready-state checks & verification
Dashboard flows for connection & testing
Brand profile integration for WhatsApp
This ensures customers can start messaging quickly with minimal friction.

 
9. Branding, Marketing & Product Positioning:
Krayde also contributed to:

Branding guidelines (logo, color palette, typography, voice)
Website content & landing page messaging
Marketing collateral for Meta reviews & product showcases
LinkedIn posts, motion graphic scripts, and product explanations
 
10. Infrastructure Management & DevOps:
Includes:

GCP project setup (asia-south1)
VPC Connectors, NAT, Redis Memorystore
Cloud Run for webhooks & AI worker offloading
Staging + production environment orchestration
Deployment pipelines for Firebase Functions and Hosting
Artifact Registry for container workflows
Monitoring for queues, Redis health, and function cold starts
 
Summary of Key Deliverables:
Core Platform
Multi-tenant SaaS backend (Firestore, Functions, Redis, Pub/Sub, Cloud Tasks)
Modular AI engine with tool-calling & vector stores
High-volume WhatsApp messaging system
Contact management, segmentation, and import workflows
Campaign builder with automated sequences
Template studio for WhatsApp templates
Organization onboarding & WABA linking
Tool ecosystem & integrations framework
User Interface
Full-featured React dashboard
SideNav, Menu registry, Breadcrumbs
AI agent builder UI
Campaign UI
Templates UI
Contacts UI (Algolia search)
Settings & channel onboarding flows
AI Orchestration
Conversational AI assistant
Tool execution engine
Response formatting with WhatsApp-friendly limits
AI-driven automation for support and marketing
Messaging Infrastructure
Webhook ingestion pipeline
Pub/Sub fanout system
Status and message tracking
Redis rate limiting and locking
Cloud Tasks workers for message send & AI processing
Security & Observability
Firestore rules
Logging, monitoring, error handling
Audit trails & DLQ management
Supporting Operations
Branding & website guidance
Meta App Review compliance
Integration blueprints (Slack, Gmail, Google Calendar)

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

99%+ message delivery success rate during beta testing.
Response latency reduced by 60% after introducing Redis + Cloud Tasks optimization.
40% improvement in AI answer accuracy using vector stores and refined tool rules.
70% faster onboarding for new organizations with automated WABA setup.
Up to 65% reduction in manual support workload for early customers using AI agents.
Zero major outages across all messaging and AI pipelines during load tests.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Krayde Software Services demonstrated strong, disciplined project management throughout the Kalcend development. They consistently delivered major milestones on time or ahead of schedule, even for complex items involving AI orchestration, WhatsApp integrations, and multi-tenant infrastructure.They maintained clear communication, responded quickly to new requirements, and adapted to evolving needs without disrupting the overall roadmap. Their approach was highly collaborative—every change request, refinement, or new feature was acknowledged promptly, estimated realistically, and integrated into the workflow with minimal friction.Overall, their project management was reliable, flexible, and execution-focused, ensuring steady progress and a smooth working relationship.

What was your primary form of communication with Krayde Software Services?

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

Krayde’s most impressive qualities were their deep technical expertise, their ability to solve complex problems quickly, and their uniquely hands-on, collaborative approach that made even advanced AI and WhatsApp infrastructure feel seamless and achievable.

Are there any areas for improvement or something Krayde Software Services could have done differently?

nothing