WhatsApp Business, CRM, Automation & Odoo Integration Expert

## Project Overview We are looking for an experienced consultant or implementation expert to help us design and implement a structured WhatsApp Business communication and automation layer for our professional services company. We provide accounting, bookkeeping, tax/VAT/Zakat support, Odoo ERP implementation, financial reporting, data migration, finance process automation, and advisory services for small and medium-sized businesses. WhatsApp will be used as our main customer-facing communication channel for lead generation, inbound inquiries, sales follow-up, onboarding, project updates, support, accounting document reminders, tax reminders, retention, and upsell communication. We need an expert who can help us select the right WhatsApp Business API provider, design the workflows, connect WhatsApp with CRM and ticketing systems, and preferably integrate the solution with Odoo. The goal is not only to connect WhatsApp as a messaging tool, but to create a structured communication layer that connects customer conversations to CRM, support tickets, onboarding tasks, accounting reminders, ERP implementation workflows, and management reporting. --- ## Scope of Work The selected freelancer will support us in planning and implementing the following enablement layers: --- ## 1. WhatsApp Business API Setup * Evaluate and recommend a suitable WhatsApp Business API provider / BSP. * Set up or guide the setup of WhatsApp Business API. * Configure the business profile, users, permissions, and messaging rules. * Prepare approved WhatsApp message templates. * Define opt-in requirements and messaging governance. * Ensure the setup supports future CRM, ticketing, automation, reporting, and AI assistant use cases. --- ## 2. CRM Integration * Design a WhatsApp-to-CRM lead capture process. * Connect WhatsApp conversations to leads, opportunities, customers, and follow-up tasks. * Define customer matching logic using phone number, company name, email, VAT number, or commercial registration where applicable. * Define pipeline stages, lead ownership, assignment rules, and follow-up activities. * Preferably implement or align the setup with Odoo CRM. * Ensure WhatsApp conversations can be traced back to CRM records and customer profiles. --- ## 3. Ticketing / Support Workflow * Convert WhatsApp support conversations into structured tickets. * Define issue categories, priorities, SLA rules, ownership, and escalation processes. * Preferably connect WhatsApp support flow with Odoo Helpdesk or another ticketing system. * Design auto-replies for ticket creation, status updates, escalation, and closure. * Ensure support tickets are linked to the correct customer account. --- ## 4. Guided Workflows Design structured WhatsApp workflows for: * New customer inquiries * Sales qualification * Customer onboarding * Document collection * Data migration requests * Odoo implementation requests * Bookkeeping document reminders * Accounting month-end closing reminders * VAT / Zakat / tax reminders * Support intake * Project milestone updates * Client approvals * Payment reminders * Renewal and upsell communication Each workflow should define: * Trigger * WhatsApp message flow * Customer questions * Required data fields * Buttons or quick replies * Human handover point * CRM / Odoo record created or updated * Internal owner * SLA * Escalation rule --- ## 5. Automation Create automated or semi-automated follow-ups and reminders. Automation should cover: * New inquiry auto-reply * Sales qualification * Proposal follow-up * Meeting reminder * Onboarding reminder * Missing document reminder * Data migration file request * Monthly accounting document reminder * VAT / tax filing reminder * Support ticket update * Project milestone update * Payment reminder * Renewal reminder * Upsell campaign follow-up The solution should allow manual override and human escalation where needed. --- ## 6. AI Assistant / Chat Agent — Optional Phase Recommend how AI can be added later for: * FAQs * Lead qualification * Inquiry classification * Customer onboarding guidance * Document collection * Support triage * Conversation summaries * Suggested replies for sales/support/accounting teams The AI layer should include safe human escalation rules, especially for accounting, tax, financial, legal, or sensitive customer data. The freelancer may also help prepare a basic knowledge base if needed. --- ## 7. Reporting and Analytics Define KPIs for WhatsApp communication and customer operations. Dashboards should cover: * WhatsApp inquiries * Response time * Lead conversion * Sales pipeline * Proposal follow-up * Onboarding progress * Missing documents * Accounting reminder status * Support tickets * SLA breaches * Project updates * Retention and upsell opportunities * Campaign performance * Human handover rate Preferably align reporting with Odoo dashboards or external BI tools. --- ## Expected Deliverables The freelancer is expected to provide: 1. Recommended WhatsApp Business API provider / solution architecture 2. Implementation roadmap with phases 3. Workflow design for each use case 4. WhatsApp message template library 5. CRM / Odoo integration plan 6. Ticketing and escalation workflow 7. Automation trigger list 8. Reporting KPI structure 9. Optional AI assistant readiness plan 10. Technical documentation and handover guide --- ## Recommended Implementation Phases ### Phase 1: Foundation * WhatsApp Business API setup * Business profile and access rules * Message templates * Manual tracking or basic CRM setup * Basic inquiry and support categories ### Phase 2: CRM and Ticketing Enablement * Lead capture from WhatsApp * CRM pipeline setup * Support ticket process * SLA and escalation rules * Customer profile structure ### Phase 3: Workflow and Automation * Onboarding workflows * Document collection workflows * Data migration workflows * Accounting reminder workflows * Support intake workflows * Project update templates * Automated reminders and internal alerts ### Phase 4: Reporting and Optimization * Sales dashboard * Support dashboard * Onboarding dashboard * Accounting reminder dashboard * Retention and upsell dashboard * Campaign performance dashboard ### Phase 5: AI-Assisted Communication * AI FAQ support * AI lead qualification * AI support triage * AI document checklist assistant * AI conversation summaries * Suggested replies for internal teams --- ## Required Experience Please apply only if you have experience with: * WhatsApp Business API implementation * WhatsApp Business Solution Providers / BSPs * CRM integration * Workflow automation * Ticketing or helpdesk systems * Customer communication workflows * Message template design * Reporting and analytics * Automation design and implementation --- ## Preferred Experience Strong preference for freelancers who have worked with: * Odoo CRM * Odoo Helpdesk * Odoo Marketing Automation * Odoo Studio / custom fields * Odoo API integrations * WhatsApp integration with Odoo * Saudi market or GCC market * Arabic and English communication flows * Accounting, bookkeeping, ERP, POS, tax, or professional services businesses --- ## Ideal Freelancer Profile We are looking for someone who is both technical and operationally minded. The ideal freelancer should be able to understand the customer journey, design practical workflows, recommend the right tools, and guide implementation without overcomplicating the solution. You should be able to advise whether we should use: * A WhatsApp BSP with built-in inbox / mini CRM / automation platform * Odoo as the main CRM and ticketing system * A third-party CRM or helpdesk tool * A hybrid approach using WhatsApp, Odoo, automation tools, and optional AI We prefer someone who can start with a discovery and solution design phase, then continue to implementation based on the approved roadmap. --- ## Questions for Applicants Please answer the following when applying: 1. Have you implemented WhatsApp Business API before? Which provider / BSP did you use? 2. Have you integrated WhatsApp with Odoo before? 3. Which Odoo modules have you worked with? 4. Can you support both workflow design and technical implementation? 5. What approach would you recommend for connecting WhatsApp conversations to CRM leads and support tickets? 6. Can you share examples of similar projects? 7. Are you comfortable working with Arabic and English message flows? 8. Have you worked with accounting, ERP, tax, bookkeeping, or professional services companies before? 9. What information would you need from us during the discovery phase? --- ## Project Type One-time project with potential for ongoing support and future phases. --- ## Preferred Engagement We prefer to start with a discovery and solution design phase, then continue to implementation based on the approved roadmap. The first milestone should ideally include: * Current-state assessment * Recommended WhatsApp API / BSP approach * CRM and Odoo integration recommendation * Workflow design * Message template structure * Implementation roadmap * Effort estimate for the next phase