Every enquiry answered on the channel the customer chose
Enquiries arrived by WhatsApp, web form, phone and social, and were handled from personal devices.
The challenge
- Conversations lived on staff members’ own phones and left when they did.
- There was no view of how many enquiries were open, unanswered or overdue.
- Response times varied with whoever happened to be looking at their phone.
- Marketing could report cost and clicks, but not which spend produced customers.
Capabilities
- WhatsApp Platform
- Shared inbox
- Lead routing
- Attribution
The solution
Delivered in phases, each independently useful, so the business saw value before the whole system existed.
- 01
Official WhatsApp integration
Business-owned conversations on the WhatsApp Business Platform, attached to the customer record.
- 02
Shared inbox
Assignment, ownership, internal notes and handover with the history preserved.
- 03
One queue for every channel
Web, WhatsApp, phone and social enquiries normalised and routed by product, language and availability.
- 04
Immediate acknowledgement
An automatic first reply on the customer’s own channel, then a sequenced follow-up with escalation when it stalls.
- 05
Attribution
Source and campaign carried through to conversion, with server-side reporting back to the advertising platforms.
Technical detail
Described at the level that shows the work without exposing anything belonging to the client.
- Cloud API integration with signature-verified webhooks and managed templates
- Queue-backed message processing with retry and rate-limit handling
- One lead ingestion API with per-channel adapters and duplicate detection
- Consent capture and opt-out enforcement in the data layer
The outcome
Described qualitatively. Commercial results belong to the client and are shared only with their permission.
- Conversation history belongs to the business and survives staff changes
- Every enquiry is acknowledged immediately and owned by a named person
- Response and resolution times became measurable and manageable
- Advertising is assessed against pipeline and closed revenue
Other projects
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