ADR 0006 — Native automation & conversations (no n8n, no Chatwoot)

• Status: Accepted
• Date: 2026-06-12

Context

Feedback OS needs workflow automation and omnichannel conversations. Earlier drafts wired n8n (automation) and Chatwoot (chat) as external services via API. In practice this fragments the data, complicates self-hosting, and — critically — keeps the identity graph (who a person is across channels) outside our control, which is the product's moat.

Decision

Build both natively inside Feedback OS:

• Automation: a native triggers → actions engine driven by domain events (the same Payload afterChange hooks that already feed the activity timeline) plus background jobs. No n8n.
• Conversations: a native omnichannel inbox built on the Identities graph. No Chatwoot.

AI agents (Claude) plug into both.

Consequences

• More to build, but full control of the engine, the data, and the identity graph.
• Phasing: conversations (Phase 2) → automation (Phase 3) → AI (Phase 4).
• architecture/overview.md updated; n8n / Chatwoot marked superseded.