Valathi Chits Chat System
A shared WhatsApp operations console for branch teams to manage customer conversations, assignments, templates, and follow-ups from one workspace.
Project snapshots
Overview
Valathi Chits needed a structured way for multiple staff members and branches to work from shared WhatsApp conversations without losing context. I designed and delivered an operations console that brings messaging, assignment, customer context, and follow-up workflows into one browser-based workspace.
My role
Lead full-stack engineer responsible for product architecture, real-time messaging workflows, admin experience, integrations, deployment, and delivery.
The challenge
Customer conversations were difficult to coordinate across staff and branches. Teams needed clear ownership, conversation history, reusable responses, and reliable status tracking while continuing to use WhatsApp as the customer-facing channel.
The solution
I built a multi-user chat console connected to WhatsApp workflows, with shared inboxes, agent assignment, templates, customer context, notes, and operational statuses. The system centralizes branch communication while preserving a familiar channel for customers.
Key highlights
- Shared inbox for multi-agent and multi-branch customer support
- Conversation assignment, status tracking, notes, and follow-up workflows
- Reusable message templates for consistent customer communication
- Real-time operational visibility for staff and administrators
Outcome
A centralized messaging workspace that gives branch teams clearer ownership, faster responses, and better continuity across customer conversations.