Coale WhatsApp Business Suite
Sell, support, and get paid on WhatsApp, wired straight into your ERP
The Coale WhatsApp Business Suite makes WhatsApp a first-class, governed channel of Frappe/ERPNext. It connects Meta's WhatsApp Cloud API directly (no third-party BSP middleware) and turns every chat into orders, invoices, M-Pesa payments, and receipts. Customers browse an in-chat catalogue, build a cart, and check out with M-Pesa STK Push, Stripe, or Razorpay; a task-scoped AI agent answers order, stock, and balance questions before handing off to your team. Every message and callback is logged and permission-controlled under Frappe's audit model.
Order to receipt in one chat
Key capabilities
Direct Meta Cloud API
Native send and receive through Meta's WhatsApp Cloud API with no BSP middleman, so you own your WhatsApp number and your data. An alternative Evolution gateway sits behind the same normalised pipeline for cases where the Cloud API isn't viable. Multi-account routing lets separate brands or departments run on one system.
Conversational Commerce
Catalogue sync pushes ERPNext Items to the WhatsApp catalogue. Customers browse, add to an in-chat cart, and place an order that becomes an ERPNext Sales Order or Quotation automatically. No re-keying. Interactive buttons, lists, and multi-screen WhatsApp Flows collect structured intake with a tap, not a form.
In-Chat Payments
Collect payment inside the conversation with M-Pesa STK Push and B2C payouts (Daraja, with local MSISDN handling), Stripe, and Razorpay. Sales Order submission auto-creates an expiring payment link, and signed callbacks post a Payment Entry against ERPNext and send a receipt back to the chat.
Task-Scoped Governed AI Agent
Deterministic guards run first: business hours, handoff keywords, and opt-out status are checked before any LLM spend. A bounded tool-calling loop then answers via ERP-scoped, customer-bounded tools: order status, outstanding balance, item stock, and support-issue creation. It is deliberately task-specific to comply with Meta's ban on general-purpose chatbots, disabled by default, and every entry point is exception-guarded so it can never break message ingestion.
Finance Notification Templates
Invoice, Receipt, Sales Order, Quotation, Payment Reminder, Delivery, and Purchase Order templates ship as fixtures on day one. DocType-event and scheduled notifications fire templated messages on insert, submit, date, or schedule with conditions and field mapping. Set once, sends forever.
SLA, Assignment & A/B Testing
SLA profiles track first-response and resolution targets with a breach check every five minutes. Priority-ordered assignment rules route conversations by channel, state, language, or customer pattern using round-robin, least-loaded, or specific-user strategies. Controlled A/B tests on bot flows use stable bucketing so customers stay in one variant.
Bulk Campaigns at Scale
Run personalised bulk template campaigns with recipient lists, common and per-recipient variables, background sending, and retry. A bulk status report tracks success versus failure so marketing can reach thousands safely and see exactly what landed.
Full Audit Trail & Compliance
Every inbound payload is persisted to an Inbound Webhook Log and every notification to a WhatsApp Notification Log. Payment and Flow callbacks verify HMAC-SHA256 signatures with constant-time comparison, secrets are stored in Frappe encrypted password fields, and opt-out and consent handlers run on message insert. Governance an auditor can trust.
Why teams choose this
- Turn every WhatsApp chat into ERPNext Sales Orders and Payment Entries with no re-keying
- Get paid in the conversation with M-Pesa STK Push, Stripe, and Razorpay and signed callbacks
- Send invoices, receipts, and reminders automatically from DocType events and schedules
- Deflect routine order, stock, and balance questions with a compliant, task-scoped AI agent
- Own your WhatsApp number and data with direct Meta Cloud API integration. No BSP tax
- Reach thousands with personalised bulk campaigns, retry, and full status reporting
- Hold support accountable with SLA breach checks every five minutes and rule-based assignment
- Keep a complete audit trail: every message, every callback, logged and permission-controlled
Frequently asked questions
Do I need a third-party WhatsApp provider?
No. The suite connects Meta's WhatsApp Cloud API directly with no BSP middleman, so you own your WhatsApp number and your data. An Evolution gateway option sits behind the same normalised pipeline for cases where the Cloud API isn't viable, and multi-account routing lets separate brands or departments run on one system.
Can customers pay inside WhatsApp?
Yes. Collect payment in the conversation with M-Pesa STK Push and B2C payouts via Daraja, plus Stripe and Razorpay. Sales Order submission auto-creates an expiring payment link, and signed callbacks post a Payment Entry against ERPNext and send a receipt back to the chat, with local MSISDN handling.
How do WhatsApp orders become ERPNext Sales Orders?
Catalogue sync pushes ERPNext Items to the WhatsApp catalogue. Customers browse, add to an in-chat cart, and place an order that becomes an ERPNext Sales Order or Quotation automatically, with no re-keying. Interactive buttons, lists, and multi-screen WhatsApp Flows collect structured intake with a tap, not a form.
Is the WhatsApp AI agent allowed under Meta's rules?
It is deliberately task-scoped to order status, outstanding balance, item stock, and support-issue creation, with human handoff, so it complies with Meta's ban on general-purpose chatbots. Deterministic guards run first and it is disabled by default, with every entry point exception-guarded so it can never break message ingestion.
Can I send bulk WhatsApp campaigns from ERPNext?
Yes. Run personalised bulk template campaigns with recipient lists, common and per-recipient variables, background sending, and retry. A bulk status report tracks success versus failure, so marketing can reach thousands safely and see exactly what landed.