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Scenario: FlowMetrics sells B2B analytics software. Leads message WhatsApp from Click-to-WhatsApp ads; Customer Success wants every conversation logged with SLA alerts for enterprise accounts. Plan: Advanced — API Keys, webhooks, multiple workspaces (prod vs sandbox), HubSpot connection.

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The challenge

  • Sales and support both use WhatsApp — ownership gets messy
  • CRM should update when a lead replies, without copy-paste
  • Enterprise threads need faster human response than self-serve trials
  • Engineering wants events in Slack when Enterprise customers message

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FlowMetrics architecture

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How FlowMetrics uses Vendschat

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Structured inbox

Groups: Settings → Workspace → Groups — create Sales AMER, Support Tier 2. In Chat → Assigned to → assign team (shown as group name in dropdown).

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WhatsApp ads use case

FlowMetrics connected WhatsApp with Support, sales & ads (not Support only) because they run Click-to-WhatsApp campaigns on Facebook. Settings → Workspace → Channels → WhatsApp setup → choose use case at first connect, or ?mode=ads in setup URL.

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HubSpot integration (honest expectations)

Settings → Workspace → Integrations → HubSpot — OAuth connect, map standard fields (name, email, phone, company, lifecycle stage). Today: Connect and field visibility configuration are supported; automatic background sync into the Chat recipient panel may still be rolling out. Train reps to verify contact phone/email in Chat even when HubSpot is connected. Workflow until full sync: Rep confirms phone in thread → updates HubSpot manually → webhook still fires for automation.

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Webhooks to internal ops

Settings → Workspace → Webhooks — outgoing HTTPS endpoints. FlowMetrics subscribes to: Coverage note: WhatsApp inbound/outbound/status events are fully wired today. Instagram/Messenger outgoing events are in the catalog but may not fire on all send paths yet — FlowMetrics standardizes on WhatsApp for revenue-critical alerts.

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AI Agent with strict boundaries

Handover: Instructions tell the bot to escalate on “contract”, “invoice”, “SOC2”, “enterprise”. The system may also flag handover when the bot’s reply matches configured keywords — write instructions so the bot says it’s escalating when customers use those words. Paused during product launches when all hands on deck.

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API keys for leadership dashboard (Advanced)

Settings → Workspace → API Keys — read-only key for internal TV screen: count open threads with label Enterprise. Separate from Co-Admin — this is custom engineering on Advanced.

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Sandbox workspace

Advanced allows a second workspace FlowMetrics Sandbox for QA — test templates and webhooks without touching production threads. Switch in Settings workspace dropdown.

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Co-Admin for new hires

Junior SDR asks Co-Admin:
  • “How do webhooks work?” → product docs
  • “What’s the difference between AI Agents and Generate Reply?”
  • “What’s our delivery rate this week?” → live analytics tool
Co-Admin is not a customer-facing bot and has no item in the sidebar — it’s the in-product assistant for staff.

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Trial vs enterprise — routing rules

Keyword rules on labels help: bug, error → Support; pricing → Trial.

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Results B2B teams care about

  • CRM and inbox stay aligned — webhooks bridge gaps until HubSpot panel sync is complete
  • Enterprise SLAs protected by labels + team assignment + Slack alerts
  • Automation without replacing Chat as the agent UI

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Copy-paste playbook

  1. WhatsApp Support, sales & ads if running CTWA
  2. Labels: Enterprise, Trial, Support, Churn risk
  3. Groups for sales and support queues
  4. HubSpot connect + field map — verify in UI before promising live sync
  5. Webhooks → Make/Zapier/n8n → Slack
  6. Sales AI Agent on Trial only — strict instructions
  7. Advanced for API + sandbox workspace
  8. Analytics weekly on WhatsApp delivery