Case study 08
KemexTech. One inbox, every channel.
WhatsApp, Messenger, Instagram, and live chat enter one inbox. Automation takes the repeated replies. The agent answers from the mobile app, and the reply returns on the channel the customer started.
- Product
- KemexTech omnichannel inbox
- Type
- Inbox, automation, and a mobile agent app
- Role
- End-to-end owner: Meta Technical Provider file, business verification, APIs, inbox, automation, and the mobile app
The business problem
- The customer waited because the message was not in one place.
- The team repeated welcome, working hours, order tracking, and handoff on every channel.
- WhatsApp Business, business verification, and API permissions had to be accepted by Meta before production.
What the product changes
The share of conversations automation handles, and the change in first-reply time, are not listed. Four channels sit on one account.
One conversation
The agent sees the channel, replies from the same screen, and the reply returns on that channel.
Automation first
Rules send the greeting, add a label, and hand off to a team. A macro runs reply, label, and assign in one tap.
A person when needed
The employee does not open four apps. A person enters when the conversation needs a decision.
Official Meta
Business verification, WhatsApp Business API, Messenger, Instagram, and Technical Provider approval. Not an unofficial tool.
System workflow
No customer names, WhatsApp numbers, or message text.
- 01Message on WhatsApp, Messenger, Instagram, or live chat
- 02Unified inbox
- 03Rule: auto reply, label, assign
- 04Agent opens it on the phone if a person is needed
- 05Reply returns on the same channel
Technical architecture
| Mobile | React Native, Expo, TypeScript |
|---|---|
| State | Redux Toolkit |
| Inbox | Chatwoot API |
| Live updates | ActionCable |
| Notifications | Firebase |
| Meta | WhatsApp Cloud API, Messenger Platform, Instagram Messaging |