# A shared inbox on the official WhatsApp API

> Sales conversations stop living on personal phones: one shared inbox, assigned per rep and synced with the CRM.

Source: https://fcgsystems.es/en/case-studies/shared-inbox-official-whatsapp-api/ · FCG Systems

- Client: Digital business with several reps selling over WhatsApp
- Year: 
- Services: [Custom CRM and software](https://fcgsystems.es/en/services/custom-software/), [Academy and automation](https://fcgsystems.es/en/services/process-automation/), [Infrastructure and DevOps](https://fcgsystems.es/en/services/infrastructure-devops/)

## Context

A digital business with several sales reps selling at once, who use WhatsApp to contact their leads.

## Problem

Selling happened on the reps’ personal phones. If someone left, the conversation left with them. Nobody knew whose turn it was to follow up or how many times a lead had been messaged.

There was no record of opt-outs or consents, which is a serious problem as soon as data protection comes into play. On top of that, WhatsApp bans kept happening.

## Constraints



## System built

- **Official WhatsApp API:** A shared inbox built on the official API, not on personal phones.
- **Assigned conversations:** Every conversation has an owning rep, and it is clear whose turn it is to follow up.
- **Templates:** Prepared messages for the usual touchpoints of the sale.
- **Follow-up cadence:** A follow-up sequence that records how many times each lead has been messaged.
- **Call reminders:** Reps get notified of pending calls.
- **CRM sync:** What happens in the inbox lands in the CRM, and the conversation stays with the company.

## Result

A shared inbox on the official WhatsApp API, with conversations assigned to each rep, templates, a follow-up cadence, call reminders and CRM sync.

## Learnings



Stack: WhatsApp API, CRM