Platform reference
EleonEcho modules: a complete platform map
Use this map to understand how the customer-facing modules fit together, including shared services and the separate customer portal.
Publishing, Queues and Collectors
Publishing is the place to create and edit posts, work with content variants, review approval progress, use the planner and inspect the archive. Its writing and recurring-generation features depend on the configured AI services. Queues groups publishing destinations with slots and approval defaults. A queue is a reusable publishing arrangement; it is not the provider account itself.
Collectors manages configured sources and collection into a publishing workflow. Collected material still needs an appropriate editorial decision. The Echo Home dashboard provides an entry point into the workspace; available cards and records depend on permissions and data.
External Connections, Channels and mailing lists
External Connections manages the identity and authorization of an external account. Channels manages a destination and the capabilities used there, including delivery and supported incoming conversations. Channel inbox functions belong with the transport and conversation workflow; they do not imply that every provider has two-way support.
Email mailing lists and SMS mailing lists use channel recipient configuration and the Posts publishing path. They are related functionality rather than separate replacements for Contacts or Accounts.
Tickets and the Customer Portal
Tickets organizes cases, requester context, public replies, private notes, assignment and status. Its administration includes Departments and routing, Contacts and Accounts, saved views and SLA settings. Supported email and messaging channels connect those cases to external conversations.
The Customer Portal is a separate customer-facing application. It provides access to authorized tickets and permitted actions. A customer account in that portal is not an internal staff account and does not grant access to the staff conversation workspace.
Forms, External Forms and AI Agents
Forms provides definitions, versions, publishing, requests and submissions, with localization and configured AI assistance. External Forms supplies the participant-facing request and submission experience. Its authenticated areas and external submission links have different access rules; the name does not mean every form is anonymously accessible.
The shared Agents area manages available agent definitions, versions and permitted execution views. Knowledge and tool controls govern what an agent can use. Public website chat requires its own deployed connection; the homepage animation is an example.
Follow a task across module boundaries
A typical publishing path is brief → Publishing → review through Lifecycle → queue or direct schedule → Channels → provider outcome. A typical support path is authorized connection → configured support channel → Ticket → managed conversation → channel reply. Use those sequences when diagnosing a problem: an authorized account can still have an inactive channel, and a completed approval can still be waiting for its publishing time.
The integration reference provides a capability checklist for evaluating each destination without confusing catalog coverage with an enabled workflow.