> ## Documentation Index
> Fetch the complete documentation index at: https://docs.vendschat.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Use case: SaaS company with CRM automation

> Scenario: FlowMetrics sells B2B analytics software. Leads message WhatsApp from Click-to-WhatsApp ads; Customer Success wants every conversation logged…

**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.

***

## 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

***

## FlowMetrics architecture

```text theme={null}
WhatsApp (CTWA ads) → Vendschat Chat
                         ├── Labels + teams (routing)
                         ├── AI Agent (trials only)
                         ├── HubSpot (connect + field mapping)
                         └── Webhooks → Make → Slack + internal DB
```

***

## How FlowMetrics uses Vendschat

### Structured inbox

| Label        | Team                                         | SLA                        |
| ------------ | -------------------------------------------- | -------------------------- |
| `Enterprise` | Account managers (`Enterprise AM` **group**) | 15 min human reply         |
| `Trial`      | Inside sales                                 | AI-first, human on request |
| `Support`    | Tier 2 **group**                             | 4 business hours           |
| `Churn risk` | Success manager                              | Same day                   |

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

### 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.

### 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.

### Webhooks to internal ops

**Settings → Workspace → Webhooks** — outgoing HTTPS endpoints.

FlowMetrics subscribes to:

| Event                    | Automation                                                                        |
| ------------------------ | --------------------------------------------------------------------------------- |
| Inbound WhatsApp message | Make scenario → if thread has label `Enterprise`, post Slack `#enterprise-alerts` |
| Outbound message sent    | Log to internal data warehouse                                                    |
| Message failed           | PagerDuty-style alert                                                             |

**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.

### AI Agent with strict boundaries

| Setting          | Value                                                             |
| ---------------- | ----------------------------------------------------------------- |
| **Agent**        | FlowMetrics Trial Guide                                           |
| **Template**     | Sales                                                             |
| **Knowledge**    | Pricing page + public docs site                                   |
| **Assigned to**  | `Trial` threads only (humans own `Enterprise`)                    |
| **Instructions** | Never discuss SOC2 contracts, custom MSAs, or invoices — hand off |

**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.

### 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**.

### Sandbox workspace

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

### 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.

***

## Trial vs enterprise — routing rules

| Signal                            | Route                                             |
| --------------------------------- | ------------------------------------------------- |
| New inbound from CTWA ad          | Auto-label `Trial` (keyword or manual first pass) |
| Email domain matches account list | Relabel `Enterprise`, assign AM **team**          |
| Customer says “cancel”            | `Churn risk` + success manager                    |
| Technical error                   | `Support` + Tier 2 **team**                       |

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

***

## 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

***

## 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

***

## Related docs

* [Use cases overview](/use-cases/use-cases-overview)
* [HubSpot integration](/integrations/hubspot-integration)
* [Webhooks guide](/integrations/webhooks-guide)
* [API keys & REST API](/integrations/api-keys-and-rest-api)
* [AI Agents — handover](/ai-agents/assigning-agents-in-chat)