From the CRM to a conversation

01 / THE PROBLEM

Where it started

When a customer conversation sits outside the CRM, the team has to piece together what was sent, who can act, and whether a reply arrived. Adding a send button only solves one part of that workflow.

02 / THE DECISION

The boundary that matters

Keep the conversation in the CRM and separate intent from delivery. Permission checks happen before enqueueing, while webhook processing reconciles status and incoming replies.

System sketch / conceptual overview

01CRMAuthorized message intent
02QueueDelivery and retries
03ConnectorText conversation
04FeedbackStatus and replies

03 / THE BUILD

What I worked on

An internal connector adapting the existing Frappe CRM WhatsApp conversation interface.
Queued message intent, permission checks, webhook deduplication, and delivery feedback.
An operational path between CRM, the Evolution connector, and inbound replies.

Illustrative conversation / synthetic content

CRM · Outgoing

Here’s the preview we discussed. Let me know what you think.

Delivery feedback → CRM

Incoming reply

Thanks! Let’s talk through the next step.

Reply → intended conversation

04 / THE EVIDENCE

What was verified

Production acceptance on 26 September 2026 verified one authorized outbound text through the CRM in Orca, delivered/read feedback, and an inbound reply appearing in the intended conversation.

Based on the project’s dated acceptance records. Diagrams show the design; they are not a live demo.

05 / STILL OPEN

The next questions

Acceptance covers a text round-trip. Real attachment sending remains unverified. This is an internal Evolution integration, with no claim of official Meta Business Platform support or exactly-once delivery.

06 / A FIELD NOTE

What I take from it

A useful integration keeps permission, delivery state, and the human conversation connected. Handling an ambiguous result matters as much as sending the first message.