Customer service & Infrastructure

Self-hosted WhatsApp service center for an accounting operation

Chatwoot and WhatsApp service center deployed on existing client infrastructure to replace a high-cost monthly platform.

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Solution flow

  1. Customer on WhatsApp
  2. Evolution API / Baileys
  3. Chatwoot
  4. Initial triage
  5. Responsible department

Customer on WhatsApp, followed by Evolution API / Baileys, followed by Chatwoot, followed by Initial triage, followed by Responsible department

Context

The accounting office used a paid platform to handle WhatsApp conversations and distribute requests among departments. The recurring cost was approximately BRL 2,000 per month, while service organization had to be preserved.

Problem

The platform cost needed to be significantly reduced without interrupting WhatsApp service or losing departments, priorities, ownership and conversation history.

What I delivered

  • Deployed Chatwoot in the client’s own infrastructure
  • Integrated WhatsApp through Evolution API and Baileys into a single interface
  • Recreated the prior operational structure with groups, departments, priorities, tags and assignees
  • Organized initial triage by reception before routing requests to the responsible department
  • Prepared a technical foundation for future automations that were not implemented during the support period

Outcomes

  • Estimated reduction of up to 99% in the monthly platform cost, excluding the client’s existing infrastructure.
  • WhatsApp service remained in one interface with preserved conversation history.
  • Groups, departments, priorities, tags and assignees were retained to avoid disrupting the team.
  • Reception performs initial triage before each request is routed.