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Departmental Scoping Overview

In BrokerOS, real estate client communications are not isolated to marketing broadcasts. Every operational department requires direct, real-time WhatsApp messaging with prospects, clients, and channel partners while strictly honoring data governance boundaries. Rather than maintaining separate chat applications or permitting agents to use unmonitored personal phones, BrokerOS implements a Universal Engine with Role-Scoped Workspaces:
  • Pre-Sales: Communicates only with assigned early discovery leads (NEW, CONTACTED, INTERESTED).
  • Sales Executive: Takes over lead communication immediately upon site visit scheduling (SITE_VISIT_SCHEDULED, NEGOTIATION, BOOKING).
  • Post-Sales: Direct WhatsApp engagement with confirmed buyers for documentation, home loans, milestone billing, and possession handover.
  • Sourcing Manager: Communicates strictly with assigned Channel Partner (CP) brokers regarding inventory availability, site visits, and commission settlements.
  • Closing Manager: Stationed on-site at sales galleries, managing walk-in leads and on-site negotiation prospects.
  • Finance: Oversees payment collections, demand notices, receipts, and CP commission disbursements.
  • Managers & Directors: Maintain team-wide oversight with interactive filters to inspect subordinate conversation velocity.

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Architectural Workflow: Lead Handoff & History Preservation

When a lead transitions across departments, such as from Pre-Sales to Sales Executive upon scheduling a site visit, the conversation history remains unified while the active inbox routing shifts automatically.

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Role Scoping Matrix

The backend enforces data isolation through whatsapp-conversations.service.ts:
[!NOTE] All roles access the unified route /dashboard/inbox/whatsapp. The page dynamically resolves department scope from the user authenticated session. Legacy role-specific URLs (such as /dashboard/sales-manager/whatsapp) automatically redirect to /dashboard/inbox/whatsapp.

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Key Operational Features

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1. Automated Executive Provisioning

When a manager assigns new leads or brokers to an executive, BrokerOS automatically provisions conversation records even if the contact has not sent an inbound message yet. The contact appears in the executive’s directory with a "New • Uncontacted" badge, allowing immediate outbound engagement.

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2. Verified Sender Signatures

Because all departmental messages route through a single verified Meta WhatsApp Business Account (WABA), BrokerOS automatically prefixes outgoing agent replies with their name:
This ensures buyers always know which representative they are speaking with while maintaining company brand identity.

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3. Meta 24-Hour Session Enforcement

  • Within 24 Hours: Executives can send free-form text, attachments, photos, and location coordinates.
  • Outside 24 Hours: The input bar locks automatically, presenting a one-click template selector. When the client replies, the free-form window reopens automatically.

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4. Deep-Linking from CRM Profiles

In both the Lead Profile and Broker Profile headers, clicking the WhatsApp action navigates directly to the current department’s WhatsApp inbox:
  • /dashboard/pre-sales/whatsapp?leadId=[id]
  • /dashboard/sales-executive/whatsapp?leadId=[id]
  • /dashboard/sourcing-manager/whatsapp?brokerId=[id] Hold Alt + Click to open external WhatsApp Web if an executive specifically needs personal web access.