Konverso

Context

For thousands of small and mid-sized businesses in Latin America, WhatsApp is the main sales and support channel. Yet in most of them the number lives on a single phone passed around between employees: messages get lost, nobody knows who replied to what, and the owner has no visibility into how customers are being served.

Konverso was created to solve that with a simple product, built for non-technical business owners, and with the robustness needed to grow alongside them. We handled the product's design, architecture and development.

Challenge

• No lost sales: every conversation has an owner and no customer goes unanswered.
• Real teamwork: several people handling the same number at the same time without stepping on each other.
• Visibility for the owner: know how long the team takes to reply and how the workload is distributed.
• Real time at scale: every message shows up instantly for the whole team, without infrastructure costs climbing as the business grows.
• Integration with the rest of the business: connect WhatsApp to the CRM, the online store and the automations the customer already uses.

A complete customer service platform

For the team: never lose the thread

• Shared inbox with conversations assigned to each person.
• Support queues by area, with one-click handoff between teams.
• Internal notes, tags and custom fields for every contact.
• WhatsApp-approved templates to start conversations.
• Installable app with push notifications on desktop and mobile.

For the owner: control and business data

• Team management with roles and permissions.
• Service analytics: first response time, resolution time, workload per person and volume.
• Automatic AI classification by intent, sales stage, priority and emotion.
• AI agents that handle conversations and hand off to a person when needed.
• Open API and webhooks to connect with CRMs and automation tools.

Architecture decisions and what the business gains

Real time through a dedicated service

Messages and status changes travel through an independent real-time service that keeps the whole team in sync instantly.

Impact: an instant experience for users and infrastructure that doesn't get more expensive as the customer base grows.

Resilience to outages

If the real-time connection drops, the platform reconnects on its own and keeps showing new messages in the meantime.

Impact: the team never stops seeing what comes in, even during network failures.

Independence from the WhatsApp provider

The product core is separated from the WhatsApp connection, which is built on the official API and can switch providers without rewriting the platform.

Impact: freedom to negotiate costs and adopt better options without slowing the product down.

AI that works in the background

Every new conversation is classified automatically without delaying incoming messages. Each business uses its own AI provider account.

Impact: actionable insight on every customer from the first message, with no impact on speed or margins.

An open platform, no lock-in

A public API with key-based permissions and real-time events sent to external systems.

Impact: Konverso plugs into what the customer already uses, which makes it hard to replace.

Isolated data for every business

Each company operates in its own space, and isolation is enforced on every operation and verified by automated tests.

Impact: customer trust and a foundation ready to onboard more businesses safely.

Analytics computed outside business hours

Service metrics are processed automatically every day and are ready to query.

Impact: dashboards that load instantly and zero impact on day-to-day operations.

Owned infrastructure on open standards

Database, authentication and storage built on standard technologies, with distributed cloud infrastructure and automated deployments.

Impact: full control over the platform, predictable costs and no dependence on a single vendor.

Quality and continuous delivery

Automated testing, versioning of every release and continuous delivery of improvements.

Impact: a product in constant evolution, with frequent and stable releases.

Results

• From a shared phone to an organized team: every conversation has an owner, and no customer goes unanswered.
• Visibility to make decisions: the owner knows how long the team takes, who handles what and which stage each customer is in.
• AI applied to the business: automatic classification of every conversation and AI agents that handle repetitive inquiries.
• A product that integrates: connections to CRMs, online stores and automations through API and webhooks.
• Scalable by design: decoupled real time, per-business data isolation and vendor-independent infrastructure, ready to grow without a redesign.