PROJECT

WhatsApp marketing software for campaigns and customer service

Custom software development, WhatsApp Business API setup, Campaign management, Automated messaging, AI chatbot workflows, CRM integration, Analytics and reporting

  • Industry: Marketing services
  • Italy Location: Italy
  • Delivery time: 16 weeks
  • Technologies: JavaScript / TypeScript (Node.js), Python
4+ months

This client runs segmented promotional campaigns and manages WhatsApp communication for business customers. The software gives the marketing agency one place to set up the official WhatsApp Business or Cloud API, import contacts, and create campaigns. It sends approved messages and automates replies for marketers and support staff. Administrators manage API settings, roles, and access in the same platform.

Summary

Problem

The marketing agency needs to manage campaigns, customer conversations, and WhatsApp API settings.

Solution

The solution became a custom WhatsApp marketing platform with campaigns, templates, and automated replies in one place.

Result

The software is made to reduce manual work and time in WhatsApp communication management.

Client story

The client is a marketing agency from Italy. It runs segmented promotional campaigns and manages WhatsApp communication for business customers.

The agency spends time preparing campaigns and handling customer conversations. It also needs to manage WhatsApp message events and API settings.

The request was simple: set up the official WhatsApp Business or Cloud API, send approved promotional messages, manage audiences and schedules, and support automated conversations with human handoff.

The solution was shaped as a modular platform with campaign creation, a conversation inbox, reporting, and API administration. It included templates, roles, tenant isolation, and CRM integration.

The client asked for

  1. Set up and verify the official WhatsApp Business or Cloud API.
  2. Send approved text, template, and media messages for campaigns.
  3. Manage contacts, segments, schedules, broadcasts, and personalization.
  4. Automate replies, capture leads, and hand off support conversations.

Why ready-made software did not fit

Ready-made marketing tools cover campaign automation or customer messaging, but their descriptions also show missing features, learning curves, and integration issues. A custom platform was needed to combine official API onboarding, templates, campaigns, conversation history, automated responses, roles, tenant isolation, CRM connections, and webhook testing in one system.

Project overview

The solution was designed around the official WhatsApp Business or Cloud API. Meta business assets, phone numbers, credentials, and webhooks are managed in the same settings area.

To handle campaign work, a message composer was provided with contact import and audience selection. It includes approved templates and media attachments.

Previews, scheduling, and sending remain close to campaign preparation.

CSV contact lists and audience segments are supported. The composer also accepts images, short videos, and PDF files.

The conversation area brings incoming messages, support replies, and template quick replies together. Automation rules handle routine responses, while complex cases move to staff.

Delivery, read, and failure events appear in searchable histories. Dashboards, reports, and exportable JSON data support message review.

The platform was structured in modules so CRM, website, and SaaS integrations can be added without rebuilding the whole system. Spreadsheet, customer-support, and webhook connections are also supported.

Key features delivered

  • Official WhatsApp Business or Cloud API setup
  • Campaign composer with audience selection
  • Contact import and audience segmentation
  • Approved message templates and template submission
  • Scheduled and broadcast messages
  • Rich-media message support
  • Automated replies and chatbot rules
  • Human agent handoff
  • Delivery, read, and failure tracking
  • Role-based and tenant administration

Can be added

+ CRM integration + Website integration + SaaS integration + Spreadsheet integration + Customer-support integration + Webhook inspection and testing + Analytics dashboards + JSON reporting

Who else can use this solution

Businesses with a similar messaging task can adapt the same solution to their own communication rules and customer data.

A SaaS provider

Task It offers multi-tenant WhatsApp automation and CRM features to business customers.
How the solution helps The solution separates tenants, roles, and accounts while providing API and CRM connections.
Business services

A customer support organization

Task It automates customer conversations and sends complex cases to staff.
How the solution helps The conversation inbox combines automated response rules, template replies, conversation logs, and agent handoff.
Business services

A business integrating WhatsApp with its CRM

Task It connects WhatsApp communication with an existing website, CRM, or application.
How the solution helps The solution exchanges messaging requests and events through REST APIs and webhooks.
Business services

Technology stack

JavaScript / TypeScript (Node.js)

Application and messaging services

This language family supports the application services and WhatsApp integration.

Python

API, analysis, and webhooks

Python supports API services, data analysis, and webhook handling.

PHP

API and CRM services

PHP supports WhatsApp, CRM, webhook, and application integrations.

whatsapp-python

Cloud API messaging

whatsapp-python (a Python wrapper for the WhatsApp Cloud API) sends and receives WhatsApp messages through the official API.

fastapi

API service layer

fastapi (a Python framework for web APIs) provides API services for the platform.

csv-parse

Contact list import

csv-parse (a library that reads CSV files) imports contact lists for audience management.

pandas

Campaign data analysis

pandas (a Python library for data analysis) processes campaign and message data for reports.

svix

Webhook verification

svix (a webhook API and verification library) helps inspect and verify integration events.

CSV

Contact list exchange

CSV files carry contact lists into campaign setup.

JSON

Reports and webhook data

JSON carries report data and webhook request payloads.

Integrations

WhatsApp Business or Cloud API

The official API carries text, template, and media messages, delivery events, and account data.

Meta Business Manager

Meta business assets, phone numbers, credentials, and authorization are configured through the Meta environment.

CRM systems

CRM data connects with WhatsApp campaigns and customer conversations through REST APIs.

Websites and existing applications

Websites and applications exchange messaging requests and events with the platform through REST APIs and webhooks.

The result

Campaigns start with prepared audiences and approved content

The campaign workspace brings contacts, audience segments, and approved templates together. The agency can prepare a message and see its content before it goes out.

The composer supports text, images, short videos, and PDF files. It also keeps scheduling close to campaign preparation.

How it works

  1. The system imports CSV contact lists and organizes audience segments.
  2. The message composer combines approved templates with text and media files.
  3. The campaign area stores the schedule and sending status for the prepared campaign.
  • Audience selector
  • Template selector
  • Media attachment control
Campaign composer and audience setup

Campaign composer and audience setup

Functions on this screen
WhatsApp Message Composer Setup and Launch Campaigns Create Message Templates Schedule Messages Ahead of Time

Customer conversations stay visible to support staff

The inbox gives support agents a conversation list, message thread, reply composer, and template quick replies. Automated response rules handle routine communication while complex cases move to an agent.

How it works

  1. The inbox shows incoming customer messages and their conversation threads.
  2. Automation rules show their status alongside support replies and message templates.
  3. The conversation area records archived conversations and agent handoff information.
  • Conversation list
  • Automation rule status
  • Agent handoff control
Tip: Template quick replies keep approved responses close to the conversation.
Conversation inbox and automated replies

Conversation inbox and automated replies

Functions on this screen
Setup WhatsApp Chatbot Send information messages

Campaign performance is easier to review

The reporting screen brings delivery, read, and failure events into campaign views. Searchable message history helps the marketing manager review individual events and campaign information.

Reports can be exported as JSON for further analysis or operational use.

How it works

  1. The dashboard lists campaigns with delivery status filters.
  2. Status cards show delivery, read, and failure events for campaign messages.
  3. The history search and export action provide message records and JSON report data.
  • Delivery status filters
  • Searchable message history
  • Export report action
Campaign analytics and message history

Campaign analytics and message history

Functions on this screen
Real-Time Reporting Dashboard Generate reports for analysis

API settings and webhooks are managed centrally

The administration screen groups business account fields, phone numbers, and API credentials. It also shows template approval status, webhook endpoints, tenant settings, and roles.

The webhook inspector shows request headers and JSON payloads, giving technical staff a clear place to check integration events.

How it works

  1. The settings area stores business IDs, phone number IDs, access tokens, and template status.
  2. The webhook inspector displays webhook headers and JSON payloads.
  3. Tenant and role settings organize users and access across the platform.
  • Phone number configuration
  • Template approval status
  • Webhook request inspector
Note: The platform uses the official WhatsApp Business or Cloud API environment for business assets and messaging access.
API, numbers, templates, and webhook settings

API, numbers, templates, and webhook settings

Functions on this screen
WhatsApp API Configuration Configure Meta API Credentials Template Approval Submission Webhook Testing Onboard WhatsApp numbers

What the solution gives

With this solution, the marketing agency can:

  • Create and schedule segmented WhatsApp campaigns
  • Import contacts and personalize rich-media messages
  • Manage automated replies and human support handoff
  • Track delivery, read, and failure events
  • Connect WhatsApp communication with CRM and existing applications
  • Control accounts, roles, templates, and phone numbers

Could ready-made systems do the job?

Before the design, the task was compared with ready-made products by their own descriptions.

What the client needs WhatsApp marketing tools ActiveCampaign, indigitall, Maestra WhatsApp API platforms WhatsApp Business Platform, 360Dialog, EnableX Messaging automation platforms AtomChat.io, Sinch Engage Custom solution
Set up official API access — —
Send approved media messages —
Manage audiences and campaigns partly
Automate replies and handoff —
Fits the client's own rules: stages, roles, reports partly partly partly
All steps in one place — — —
No manual steps between programs partly —

By the public descriptions of the products and their category.

The parts of the task exist in ready-made WhatsApp marketing, API, and messaging automation products. A ready-made product is enough when only one part is needed, such as campaign sending or API access.

This client needed its own software because the required API setup, campaigns, templates, customer conversations, reporting, roles, tenant rules, CRM connections, and webhook checks had to work together in one system.

The solution was made to bring the agency's WhatsApp communication work into one controlled path instead of spreading it across separate products.

In the end

In the end, the solution was made to take manual work and time out of the agency's path from audience setup to WhatsApp customer communication.

FAQ

Thinking about building a similar system? Read the answers below to see how the platform's API, campaigns, automation, and integrations fit together.

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