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Salamandr Docs

What is Salamandr

Salamandr is an open-core, self-hosted customer support and helpdesk platform designed for organizations that demand total data custody, strict privacy compliance, and deep omnichannel capabilities.

Built with a high-performance Go backend, React/TypeScript frontend, PostgreSQL with row-level security (RLS), and Redis for pub/sub session state, Salamandr delivers a complete customer service operating system without exposing private data to third-party cloud brokers.

Architectural Overview

Section titled “Architectural Overview”
                          ┌────────────────────────────────────────────────────────┐
                          │                   Customer Channels                    │
                          │   Email (IMAP/SMTP) · WhatsApp · Telegram · Live Chat  │
                          │        Instagram · Messenger · Line · Web Portal       │
                          └───────────────────────────┬────────────────────────────┘
                                                      │
                                                      ▼
                          ┌────────────────────────────────────────────────────────┐
                          │               Reverse Proxy / TLS (HTTPS)              │
                          │                 Caddy · Nginx · Traefik                │
                          └───────────────────────────┬────────────────────────────┘
                                                      │
                                                      ▼
                          ┌────────────────────────────────────────────────────────┐
                          │                 Salamandr Go Core Binary               │
                          │                                                        │
                          │  ┌──────────────────────┐   ┌───────────────────────┐  │
                          │  │  Omnichannel Routing │   │  SLA Business Hours   │  │
                          │  │  & Bot Flow Engine   │   │  & Escalation Daemon  │  │
                          │  └──────────────────────┘   └───────────────────────┘  │
                          │  ┌──────────────────────┐   ┌───────────────────────┐  │
                          │  │  WebAssembly Plugin  │   │  Local AI Engine      │  │
                          │  │  Sandbox (ExtWasm)   │   │  (Private Ollama)     │  │
                          │  └──────────────────────┘   └───────────────────────┘  │
                          └─────────────┬──────────────────────────┬───────────────┘
                                        │                          │
                                        ▼                          ▼
                          ┌───────────────────────────┐  ┌─────────────────────────┐
                          │     PostgreSQL 16 DB      │  │  Redis 7 (Sentinel HA)  │
                          │ (Row-Level Security, RLS) │  │  (Sessions & Real-Time) │
                          └───────────────────────────┘  └─────────────────────────┘

The Four Core Principles

Section titled “The Four Core Principles”

1. Zero Telemetry & Air-Gapped Operation

Section titled “1. Zero Telemetry & Air-Gapped Operation”

Unlike SaaS alternatives that continuously report user telemetry and metadata back to central servers, Salamandr has zero telemetry, zero tracking scripts, and zero phone-home mechanisms. Enterprise licenses are verified offline using cryptographic public-key signatures baked directly into the binary. Salamandr functions seamlessly inside fully air-gapped, isolated networks.

2. Complete Data Custody

Section titled “2. Complete Data Custody”

Every ticket conversation, customer identifier, internal agent note, and file attachment resides in your own database and private storage. Compliance boundaries (HIPAA, GDPR, SOC 2, DORA) remain strictly within your infrastructure.

3. Direct APIs (Bring Your Own App)

Section titled “3. Direct APIs (Bring Your Own App)”

All integrations with Meta platforms (WhatsApp Business, Instagram DMs, Facebook Messenger) connect directly using your organization’s own developer API keys. No third-party SaaS middleware sits between your support team and your customers.

4. Local, Private AI Assist (Ollama)

Section titled “4. Local, Private AI Assist (Ollama)”

Salamandr integrates natively with local Large Language Models via self-hosted Ollama instances. Product documentation, runbooks, and internal SOPs are indexed and embedded locally with vector search. Support reps receive instant, cited draft replies without transmitting customer inquiries across the public internet.

Community vs. Enterprise Comparison

Section titled “Community vs. Enterprise Comparison”

Salamandr ships from a unified codebase. The edition is determined at build time and unlocked via an offline license file in the Admin Panel:

Feature / Capability Community Edition Enterprise Edition
License & Source AGPL-3.0 (Open Source) Commercial (Offline Verified)
Agent Seats Up to 5 staff agents free Banded by license (10 / 25 / 50), custom quote above that
Channel Adapters Email, Live Chat, WhatsApp, Telegram, Instagram, Messenger, Line, Portal All Community channels included
SLA & Business Hours Working calendars, holidays & pause states Full SLA engine included
Automations & Bots Visual decision-tree bot flows & macros Full automation engine included
AI Knowledge Base Local Ollama RAG & AI draft generation Local Ollama + Optional Cloud APIs
WASM Plugin Host Full sandbox engine (write your own plugins) Full sandbox engine included
Single Sign-On (SSO) Standard username/password + 2FA SAML 2.0 & OIDC (Staff & Customer Orgs)
Audit Logs & Roles Administrator & Agent roles Immutable audit logs & custom role permissions
Turnkey CRM Connectors Build via WASM SDK Native Jira, GitHub, Linear, HubSpot, Redmine
Live E-Commerce Context Build via WASM SDK Native Shopify & WooCommerce live lookups
ChatOps Mirroring Discord & Mattermost Slack, Microsoft Teams, Discord, Mattermost, Zulip
Cloud File Requests Local file uploads Direct S3, Google Drive, Dropbox, Box, SFTP
Multi-Instance Fleet Single-tenant instance Deploy multiple isolated instances under 1 license
Technical Support Community GitHub Issues Priority SLA technical support

Documentation Roadmap

Section titled “Documentation Roadmap”