Avangrid Messaging Platform - System Architecture & Account File Processing

1. Purpose

This article provides a high-level understanding of the Avangrid Messaging Platform architecture, inbound file processing workflow, customer account processing, message delivery flow, and the associated support activities.

The objective of this KB is to enable Product Support Engineers to understand the complete end-to-end processing flow and efficiently troubleshoot customer issues.

2. System Overview

Avangrid customers communicate with the messaging platform using two supported ingestion methods.

Input Method	Status	Description
REST API	Supported (currently not used by production customers)	Messages can be submitted through authenticated REST APIs.
SFTP File Upload	Active Production Flow	Customers upload files to SFTP, which are processed by scheduled jobs.

Although the REST API is fully functional, production customers currently rely on SFTP-based file transfers for all business processing.

Input Sources

The platform receives data through several SFTP folders.

Folder	Purpose
Accounts	Customer master/account data
Messages	Outbound messaging requests
Usage	Meter usage information
Meter Read	Annual meter schedule uploads
File Upload	Files uploaded through UI

3. Account File Processing

Account files maintain the master customer information used throughout the messaging platform.

These files contain:

• Account Number
• Customer Address
• Customer Status
• Utility Information

Only accounts present in the latest customer file are treated as Active Accounts.

Inactive accounts are automatically removed during the daily refresh process.

Active vs Inactive Accounts

An account is considered Active only if it exists in the Customer table.

If an account is missing from the latest customer file:

• It is removed during the daily refresh.
• The customer will no longer receive notifications.
• The Account table retains historical account information.

4. Preference Resolution

Message files contain only the customer Account Number.

Before sending any communication, the system determines:

• Preferred communication channel
• Contact details
• Enrollment status
• Notification eligibility

Preference data is managed through the CSR Preference Portal.

Channels supported:

• SMS
• Email
• Voice

SMS and Email suppression (opt-out) is enforced through ECS.

Messaging Database Flow

After ECS processes a request:

Records are inserted into:

• SMS Sent
• Email Sent
• Voice Sent

Presence of a record in these tables confirms that the platform successfully submitted the request to ECS.