Anonymized case
Customer-service automation integrated with CRM and WhatsApp
The team already used WhatsApp for customer service but needed queues, conversation history, routing rules, and integration with AI and human agents.
Scenario
A customer-service and sales operation on WhatsApp, with several agents, a need to classify conversations, tag them, move them in the funnel, and not lose context when the shift changes. Some questions were repeatable; some required a human.
Problem
Conversation stuck on a device. A lead with no owner. Automation that sounded like a bot and did not hand off to a person. Campaign and support in the same flow. A report that depended on whoever remembered to take notes.
Diagnosis
The official channel addresses number management and platform compliance, but the customer-service process still requires a CRM, actionable tags and queues, and a working handoff to prevent customers from becoming trapped in automated loops.
Solution
The design brought together channel, operations, and, where it fit, an agent.
- Official API as the company's channel, not as a shortcut from a personal app.
- CRM with a queue, an owner, Kanban, and conversation history.
- After-hours, classification, and tag automations with a rule owner.
- AI in customer service only with a cut and an explicit path to a human.
- A conscious split between campaign and support conversation when the process required it.
Result
The operation stopped depending on one device's memory and started having a queue, history, and handoff rules. We do not publish message volume for this specific operation or commercial rates. The public result is the model: WhatsApp + CRM + automation + human, with optional, controlled AI.
Technologies used
- Official WhatsApp API
- Customer-service CRM
- Automations and tags
- Queue and distribution
- AI agents with handoff to a human
Related services
WhatsApp, automation, and AI in the same customer-service flow.