Scalable WhatsApp Support Platform
Budget / SalaryHourly project
TypeFreelance project
LocationRemote
Posted1 hour ago
I need a full-stack, cloud-ready system that connects to the official WhatsApp Business API and turns every incoming message into a structured support ticket. The goal is fast, reliable customer support and ticket handling at scale, so stability and clean code architecture are critical.
Core functionality must cover the features I already rely on internally:
• a single, shared inbox where several agents can view the same chat stream in real time,
• intelligent automatic replies and a lightweight chatbot for common questions and off-hours coverage,
• ticket status, agent assignment, and performance reporting built in.
Conversations themselves will be routed by a team leader, not automatically, so the UI needs an intuitive drag-and-drop (or similar) assignment panel that shows workload and availability before the leader hands the chat to an agent.
Technical expectations
– Use modern, easily maintained technologies (Node.js, Python, or similar for the back end; React, Vue, or equivalent on the front end).
– Integrate cleanly with the WhatsApp Business API, handling webhooks, media, and template messages.
– Support multiple WhatsApp numbers and unlimited agents without degrading performance; horizontal scaling on AWS, GCP, or Azure is fine.
– Real-time updates through WebSockets or Server-Sent Events.
– Secure role-based access, audit logs, and GDPR-friendly data retention controls.
Deliverables
1. Source code in a private Git repository with clear commit history.
2. A deployment script or Docker setup that spins up the entire stack.
3. Administrator guide, user manual for agents and team leaders, and an API reference.
4. Post-deployment support for initial bug fixes (time-boxed, to be agreed).
Acceptance will be based on successfully processing at least 1,000 concurrent WhatsApp sessions in staging, accurate ticket reporting, and a smooth manual assignment flow for the team leader. Let me know which architectural approach you prefer and any past experience you have building high-volume chat or help-desk platforms.
Core functionality must cover the features I already rely on internally:
• a single, shared inbox where several agents can view the same chat stream in real time,
• intelligent automatic replies and a lightweight chatbot for common questions and off-hours coverage,
• ticket status, agent assignment, and performance reporting built in.
Conversations themselves will be routed by a team leader, not automatically, so the UI needs an intuitive drag-and-drop (or similar) assignment panel that shows workload and availability before the leader hands the chat to an agent.
Technical expectations
– Use modern, easily maintained technologies (Node.js, Python, or similar for the back end; React, Vue, or equivalent on the front end).
– Integrate cleanly with the WhatsApp Business API, handling webhooks, media, and template messages.
– Support multiple WhatsApp numbers and unlimited agents without degrading performance; horizontal scaling on AWS, GCP, or Azure is fine.
– Real-time updates through WebSockets or Server-Sent Events.
– Secure role-based access, audit logs, and GDPR-friendly data retention controls.
Deliverables
1. Source code in a private Git repository with clear commit history.
2. A deployment script or Docker setup that spins up the entire stack.
3. Administrator guide, user manual for agents and team leaders, and an API reference.
4. Post-deployment support for initial bug fixes (time-boxed, to be agreed).
Acceptance will be based on successfully processing at least 1,000 concurrent WhatsApp sessions in staging, accurate ticket reporting, and a smooth manual assignment flow for the team leader. Let me know which architectural approach you prefer and any past experience you have building high-volume chat or help-desk platforms.
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