If your team is still using individual WhatsApp Business accounts to manage leads, Contalink's story is going to hit home.
What wasn't working: Each salesperson had their own WhatsApp number. It worked early on, but as they scaled:
- Customers got confused about who to contact (sales? onboarding? support?)
- No visibility into conversations across the team
- Chats couldn't be reassigned when people were unavailable
- Everything was manual—lead profiling, assignment, follow-ups
- Average response time: 1 hour
The Switch to: ActiveCampaign WhatsApp Messaging
Multi-agent inbox: One shared phone number with automatic chat assignment based on custom rules. Fast hand-offs between teams without losing context.
Automations: Eliminated repetitive tasks like lead profiling and follow-ups. Freed up time for high-value conversations.
API integrations: Built WhatsApp into their product experience—customers can now download documents directly through chat.
Results in 4 months:
- 50% increase in conversion rate
- Response time down to 15 minutes (from 1 hour)
- Team focused on closing deals instead of managing chaos
Are you using WhatsApp for customer communication? What's been your biggest win (or challenge)?