Project archive
API Integrations · Case study 04
Multi-Agent WhatsApp CRM
Centralized lead and customer-conversation management
Context
A centralized CRM for administrators and agents to manage leads, verification workflows and customer conversations.
Problem
Teams handling customer conversations through WhatsApp need shared ownership, operational visibility and structured follow-up.
Constraints
- Role-aware access
- External webhook reliability
- Clear conversation ownership
- KYC workflow state
Architecture
- Next.js and TypeScript dashboards
- Node.js and Express.js service layer
- MongoDB persistence
- Meta WhatsApp Cloud API
- Webhook event processing
Major features
- Admin and Agent roles
- Lead ownership
- Conversation assignment
- KYC workflows
- Centralized customer conversations
Engineering decisions
- Use webhook-driven updates for external conversation events
- Make lead and conversation ownership explicit
Challenges
- Mapping asynchronous WhatsApp events to CRM state
- Keeping role-based workflows consistent
Outcomes
- Centralized lead and conversation operations
- Clear assignment and ownership across agent workflows