Architecture
Your system of record stays your system of record.
Mako is an intelligence layer with a deliberately narrow integration boundary: context in, structured decision out.
No database sync. No mirrored customer records. No replatforming. Written for the person who has to approve this, not the person who has to be sold it.
The loop
One path, every turn.
Each stage is separate on purpose. Deciding, screening and delivering are different jobs with different failure modes, so they do not share a step.
- 01
CRM or channel
A message arrives where it already arrives today. Nothing about your customer's experience changes.
- 02
Gateway
Authenticated per tenant, rate limited, metered, and idempotent on your own message id.
- 03
State and context
Your pipeline stage maps onto the deal machine. Unrecognised stages degrade safely rather than guessing.
- 04
Decision
Specialist selection, knowledge retrieval, conversation psychology, and the next action.
- 05
Safety and authority
Compliance screening and integrity checks run before anything is returned. Delivery is a separate permission.
The result — reply, extracted facts, state, next action, tasks, alerts — returns to your system, which remains the only place the customer record lives.
Integration guarantees
The properties you would want to ask about.
These are the ones that matter when an intelligence layer touches live customer conversations.
Exactly one reply per message
AvailableEvery call is idempotent on the message id your system already has. A carrier or webhook retry replays the original result instead of producing a second message to your customer.
Tenant identity is not client-asserted
AvailableWhich account a request belongs to is derived from the credential, never from a field in the request body. A caller cannot claim to be a different tenant.
Minimal personal data by contract
AvailableContext payloads deliberately exclude government identifiers, full dates of birth and bureau data. Credit is expressed as a band, never a score or a report.
Signed event delivery
AvailableOutbound events are signed so your receiver can verify they came from us and were not replayed. Delivery attempts are logged, including the failures.
Metered and auditable
AvailableEvery call is recorded to an append-only ledger. What ran, when, and for whom is a query rather than a reconstruction.
Degrade signal
AvailableA health endpoint answers even when things downstream are unhappy, so your system can decide to fall back rather than hang waiting on us.
Adapters
Adding a system is an adapter, not a rewrite.
Nothing about any one CRM is baked into the core. A CRM's own vocabulary — its pipeline stage names, its message shapes — arrives as configuration.
Two ways to connect
Why the second one is faster than the first
Boundaries
What Mako deliberately does not do.
A short list, because the absences are as load-bearing as the features.
It does not hold your database
Context is pushed per turn. There is no mirrored copy of your customers sitting on our side.
It does not send by default
Delivery is a separate, explicit permission per account. Installing it grants nothing.
It does not decide fraud
It surfaces conflicting information with a severity. A person makes the judgment.
It does not invent outcomes
An external decision — a lender's answer, an approval — can only come from the party that owns it.
Bring us your stack.
Tell us what holds your record and how messages reach it. We will tell you exactly what connecting would involve.