Web applications
Omnichannel Lead Management Platform
A multi-channel messaging platform that automates customer answers and manages sales leads.
Screenshots
Abstract
This is a multi-channel chatbot and lead management platform. It is for businesses that communicate with customers on chat applications such as WhatsApp and Instagram. The software connects to existing chat accounts through Matrix bridges. It automatically answers repetitive customer questions with artificial intelligence. When the system is not confident, it routes the conversation to human staff. The system also tracks customer leads across teams in a unified web workspace.
The problem
Small businesses often get customer leads from many channels. They must also answer the same questions many times. This can cause missed messages, slow replies, and lost leads. Many CRM tools are too complex for small teams.
Customer messages are spread across WhatsApp, Instagram, Facebook, and other channels. Business owners must check many apps and manually track each lead. Repeated questions also take time to answer. There is no simple system that combines chat, lead tracking, and easy automation.
The solution
We are building a self-hostable platform with two parts: a lead management workspace and a chatbot automation service. They can work together or be used separately.
The platform uses mautrix bridges to connect chat platforms. Users can define their own lead states and manage chats, notes, tags, and assignments.
The chatbot uses a layered approach. It first checks simple rules and known answers. It then uses business knowledge and AI when needed. Human approval is used for important automation changes.
In detail
The system is designed for small businesses that do not need a full CRM. The main goal is to make lead handling simple and familiar.
The platform gives each business a central workspace for customer conversations. Each lead has one configurable state, such as New, Follow-up, or Converted. Admin users can assign leads to workers and control access.
The chatbot is a separate service. A business can use it without the lead management system. Users can provide business information as text or Markdown. The system organizes this information into a knowledge base and creates rules for common questions.
The chatbot does not send every message to an AI model. Simple questions use low-cost pattern matching. More complex questions use knowledge search and an LLM. Unclear cases can be sent to a human. The system can also detect repeated unanswered questions and suggest new answers or rules for approval.
Future work includes official channel APIs, a connector/tool system for services such as calendars and inventory, a connector marketplace, mobile support, and more advanced AI features.
