Wham's
In the African market, business doesn't happen via email; it happens on WhatsApp. However, for growing companies, relying on the standard WhatsApp mobile app created a dangerous operational bottleneck.
Data Silos & Risk: Customer interactions were trapped on the personal phones of individual sales agents. If an employee left the company, they took the customer history (and the relationship) with them.
The "One-Phone" Limit: As businesses grew, they hit a physical ceiling. They couldn't scale support because the standard app is tied to a single phone number and device, making it impossible for a team of 10 agents to assist customers simultaneously.
Zero Visibility: Management had no way to audit conversations, measure response times, or ensure brand consistency. Millions in revenue were being negotiated in a "black box" without any CRM tracking.
We built a centralized dashboard that wraps the WhatsApp Business API into an interface designed for teams, not just individuals. We turned a personal chat app into a structured support ticketing system.
The Shared Inbox Architecture
We decoupled the phone number from the device. Now, a single corporate WhatsApp number can be accessed simultaneously by unlimited support agents from their laptops. Incoming messages are routed, assigned, and tagged just like a professional ticketing system (e.g., Zendesk), but on the channel customers actually use.
Identity Resolution & CRM
The system doesn't just show a phone number; it integrates with the company's customer database. When a message pops up, the agent immediately sees the customer's name, purchase history, and "Lifetime Value" context, allowing for personalized, high-context support without asking "Who is this?"
Managerial Oversight & Analytics
We provided a "God View" for managers. They can now view real-time analytics on response speeds, sentiment analysis, and message volume. This allows companies to finally hold their support teams accountable and train them based on real conversation logs.
Customer history stays with the company — not individual agents' phones
Unlimited support agents can work simultaneously from one corporate WhatsApp number
Real-time analytics on response speeds, sentiment, and message volume
Management gains full visibility into conversations previously negotiated in a "black box"
Info@datoom.tech