Architecture Deep Dive: Co-Engineering HelloPrint’s Autonomous Frontend Widget Interactions

Introduction

At 25Friday, we partnered with HelloPrint's development team to engineer the critical interface layer of their new support ecosystem. The goal was to move beyond simple ticket routing to full resolution. The results speak for themselves: an 87% reduction in total tickets reaching the Customer Experience (CX) team.

This article explores the architecture behind the solution: a sophisticated frontend integration that unifies best-in-breed vendors. Engaige, TalkJS, and HubSpot into a seamless, single-pane experience for the user.

The Challenge: Unified Experience at Scale

HelloPrint required a solution that could handle massive customer support volume across multiple digital channels without degrading the user experience.

While powerful tools exist for specific functions, such as AI processing, real-time sockets, and CRM, the challenge lies in the integration.

HelloPrint needed a custom implementation that made these separate components feel like a single, native, and empathetic entity capable of autonomous resolution.

The Solution: A Composable Architecture

To meet these demands, the engineering team adopted a Composable Architecture. Rather than building a monolithic backend from scratch, the HelloPrint development team orchestrated a best-in-class stack, focusing our engineering efforts on the "glue" that creates a cohesive user journey.

The architecture comprises four key pillars:

1. The Brain (Engaige): Handling the AI logic, intent recognition, and autonomous resolution capabilities.
2. The Nervous System (TalkJS): Managing the persistent WebSocket connections and message delivery infrastructure.
3. The Memory (HubSpot): Storing conversation logs and managing the state for human support agents.
4. The Frontend (25Friday): An engineered custom frontend widget that orchestrates these services in real-time.

The Tech Stack: Advanced Frontend Engineering

Since the heavy lifting of message transport and AI processing was handled/implemented by HelloPrint development team and third-party vendors, 25Friday focused on the critical "last mile": the Client-Side Architecture.

The frontend is a custom React application utilising Zustand for complex state management. It is compiled as a single embeddable widget, designed to be dropped into any of HelloPrint’s web properties.

Key architectural highlights include:

• Strict Style Isolation: To ensure the chat experience can be deployed anywhere without CSS collisions or JavaScript interference from the host page.
• Real-Time State Synchronisation: The widget acts as the conductor. When Engaige processes an intent or TalkJS pushes a message, the React state updates instantly, rendering dynamic UI elements (like order status cards) rather than just plain text.
• Seamless Handovers: One of the hardest technical challenges is the "blink" moment between AI and humans. Our integration creates a seamless transition where the user interface adapts instantly when HubSpot signals a human agent has entered the chat, preserving the full conversation history.

Orchestration & UX

The differentiator in this platform is how the frontend handles the orchestration. When a user asks, "Where is my business card order?", the widget doesn't just display a text reply.

It captures the intent processed by the AI, fetches the relevant metadata, and renders a rich interactive component. This requires a tight coupling between the TalkJS event loop and the custom React components.

This "Zero-Touch" support layer ensures that routine status checks and FAQs are handled autonomously, while the UI remains responsive and fluid. If the AI determines a query is outside its scope, the frontend logic triggers the handover pipeline, ensuring the support team in HubSpot receives the full context immediately.

Measurable Results

The impact of this composable approach was immediate. By adopting this architecture and applying custom engineering to the user experience, the platform achieved 84% ticket deflection.

This translates to an 87% reduction in CX tickets, allowing the human team to focus exclusively on high-empathy issues that require genuine human connection.

Conclusion

The success of HelloPrint’s support agent proves that modern software development isn't always about building everything from scratch; it's about how effectively you integrate powerful tools.

By leveraging TalkJS, Engaige, and HubSpot, and binding them together with a robust, type-safe React architecture, it was delivered a platform that is greater than the sum of its parts.

At 25Friday, we are proud to have co-engineered the experience that brings this future to life for HelloPrint.