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Case study · Conversational AI

A WhatsApp-first omnichannel support inbox

We built the engineering behind a SaaS shared inbox that puts a company's WhatsApp, email, SMS and Facebook conversations in one place. Messages are routed to the right agent, tagged, searched and reported on, and a bot takes the first reply.

Client
Customer messaging SaaS, Israel
Year
2024
Our role
Lead engineering
Stack
WhatsApp Business API, Node.js, React

The problem

What needed fixing

Customers write on WhatsApp now, but support teams live in a CRM. A shared phone or someone's personal WhatsApp doesn't route, doesn't report and leaves with the person who quits.

The approach

How we built it

  1. 01

    One queue for every channel

    WhatsApp, email, SMS, Facebook and a web portal all feed the same queue. Agents see one thread per customer, whatever channel it came from.

  2. 02

    Routing and handover

    Messages and documents go to the right person or team, and a case can move between agents without losing its history.

  3. 03

    A bot on the first message

    An auto-reply bot answers the common questions and hands over to a person when it should.

The outcome

Where it landed

Live and sold per seat, from two-person teams to large organisations, with broadcasts, tags and team reports.

Channels in one queue
5
Channels in one queue
First reply by bot
24/7
First reply by bot
SaaS pricing, live
Per seat
SaaS pricing, live

WhatsApp Business API · Node.js · React · Chatbot · MySQL

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