WhatsApp enquiries, follow-ups and status updates handled automatically for a UK services business, with every conversation attached to a CRM record instead of living on someone's handset.
A UK services business was handling customer enquiries, follow-ups and status updates over WhatsApp, which customers liked and the team could not keep up with. Conversations lived on individual phones, nothing was recorded anywhere a manager could see, and a follow-up happened if somebody remembered it.
We built an automated WhatsApp layer on the WhatsApp Business API and connected it to the client's CRM. Incoming messages arrive as webhooks and are handled by the system rather than by whoever is nearest a phone: an enquiry is acknowledged immediately, classified, and routed to the right person, and the conversation is attached to the customer record from the first message.
Follow-ups and reminders run on templates approved for the channel. The business decides the sequence -- when a quote gets chased, when a dormant enquiry gets one more attempt, when a customer is told their status has changed -- and the system runs it. Nothing waits on somebody having the diary discipline to chase it.
Because every conversation lands against a CRM record, enquiries are visible as a pipeline rather than as unread messages. A manager can see what came in, who owns it, what was said and what is overdue, which was impossible while the conversations were on handsets.
The gain here is narrow and real: customers keep the channel they prefer, and the business stops losing enquiries to the fact that nobody can watch a phone all day. The API account, the message templates and the code are the client's own.
What this project actually used. We pick a stack to suit the problem and the people who will maintain it, so this is not the same list on every project.
Each page below covers the process, the stack and the questions buyers usually ask about that kind of work.
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