SaaS product · Customer communication
A WhatsApp team inbox: Pocket CRM on the official Cloud API
Pocket CRM puts a business's WhatsApp CRM(s) in the team's pockets. SVB Tech Labs built the WhatsApp CRM on Meta's official WhatsApp Business Platform (Cloud API) and an Android app so teams get per-person alerts, reply from anywhere, and hand chats between departments with a record of who did it.
The challenge
What needed solving.
A business sharing one WhatsApp number across sales, support and several departments ends up with everyone seeing everything and nobody owning anything — missed replies, double replies, and conversations stuck in a web tab nobody is watching while field staff are away from a desk.
How we built it
The build, step by step.
Step 01
Official Cloud API, no grey-area bridges
We built on Meta's WhatsApp Business Platform (Cloud API) — webhook-based and compliant — so there's no banned-number or scanned-session risk.
Step 02
Ownership and handoffs by design
Each chat is assigned to one person; agents see their own chats plus unassigned ones, replying claims a chat, and two-tap handoffs are recorded in the conversation.
Step 03
Alerts that reach the right phone
Push alerts go to the person a chat belongs to, with quiet hours and lock-screen privacy — so nothing is missed and the team isn't spammed.
Step 04
Secure by construction
The CRM's API key is encrypted server-side and never reaches a phone; inbound events are signature-checked; access is enforced in the database, not just hidden on screen.
Outcome
Where it landed.
Status
Operational; Android app live on Google Play
Compliance
Built on Meta's official WhatsApp Business Platform (Cloud API)
Capability
Multi-CRM inbox, per-person alerts, assignment and handoffs
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