MongoDB is the durable system of record and the gateway uses Mongoose models. Most business collections include organizationId, which is the primary tenant partition and must be present in queries and indexes.
Core collections
Relationship highlights
Conversations use open, resolved, and closed states and carry priority, assignment, tags, channel, and session context. Messages are stored separately and indexed by conversation/time. Tickets use open, in_progress, resolved, and closed states.
Index and retention behavior
- Compound indexes support organization/status, assignment, channel, email, and recency queries.
- Membership is unique per user and organization.
- Contacts are unique by organization/session and sparsely unique by organization/email.
- A tenant can have at most one channel of each type.
- System events use a 90-day TTL index for observability retention.
- Checkout intents expire automatically after their configured lifecycle.
Never query a tenant-owned collection by record ID alone in user-facing code. Combine the ID with resolved organization context to avoid cross-tenant access.
Backup guidance
Back up MongoDB consistently with the matching object-storage data. Test restores into an isolated environment, validate indexes after restore, and document recovery point and recovery time objectives before production launch. 