In Turkey, business runs on WhatsApp. Quotes go out on WhatsApp, orders come in on WhatsApp, complaints are written on WhatsApp. Yet most of these conversations sit on employees' personal phones and personal accounts.
When a sales rep leaves, years of customer relationship leave with them. Management does not know what was promised to which customer or which complaint went unanswered. Email is a little better, but there too every employee's inbox is an island.
One inbox
The system we set up brings all of the company's communication channels onto one screen:
- Company WhatsApp lines: Numbers owned by the company, connected through Meta's official WhatsApp Business API. No personal phones needed.
- Company email accounts: Shared inboxes such as sales, support and accounts, plus individual accounts where needed.
- Assignment by team and person: Every incoming message goes to the right person. If someone is on leave, someone else takes over.
Control and compliance
Keeping communication in one hub is not only about efficiency. It is also legal protection:
- Compliant archive: Conversations are stored on infrastructure the company controls, with defined retention periods, in line with KVKK (Turkey's data protection law) and GDPR.
- Permissions and audit log: Who saw which conversation, when, and what they replied is recorded.
- Continuity: When an employee leaves, their account is closed and the customer history stays with the company. The new rep picks up where the last one left off.
Customers talk to your company, not to your employee's phone. The channel should belong to the company too.
The smart layer
Once messages are in one place, AI becomes genuinely useful:
- Automatic tagging and summaries: Incoming messages are sorted into topics such as quote request, order, complaint and payment, and long threads are summarized in one paragraph.
- Response time tracking: You can see how long each message has been waiting and how quickly each rep replies.
- Linked to the owner dashboard: Open complaints, pending quotes and customer satisfaction appear on the company's main management screen.
Moving off personal WhatsApp
We do not switch overnight. First, company numbers are connected to the official API and the team starts using the new screen. Then customers are told about the new contact number, and conversations on personal numbers are phased out. Along the way we run short training sessions that take people's habits into account.
Who it is for
- Distribution, trading and service companies whose sales teams work over WhatsApp
- Businesses with several branches or many sales reps
- Management teams that want to track customer complaints systematically
To map your current communication setup together, talk to us.