PT Tekstil Lintas Indonesia
IT Support / System Integrator
Overview
Planned and executed the full implementation of a self-hosted Chatwoot instance as the company's unified customer communication hub, replacing a legacy CRM platform (Mekari Qontak) with a more controllable, cost-efficient omnichannel solution.
Integrated three production messaging channels into a single Chatwoot inbox: WhatsApp Business Cloud API via Meta Developer, Facebook Messenger with full page subscription and webhook validation, and Instagram Direct Message with OAuth redirect URI configuration. All three channels were driven through Meta's App Review process to unlock complete production access.
Coordinated with the development team to configure the server-side environment variables required for Facebook and Instagram channel activation. Diagnosed and resolved a series of integration blockers across all three platforms, including webhook validation errors, OAuth redirect URI mismatches, and JavaScript SDK configuration failures.
Configured the operational layer end-to-end: business hours with Asia/Jakarta timezone, automated out-of-hours messaging, a structured seven-stage lead funnel label taxonomy, and agent workflow Macros covering handoff procedures, high-value lead flagging, and showroom visit logging.
Conducted a full gap analysis against eleven user-submitted feature requests, mapping each requirement to available Chatwoot capabilities and classifying them as ready-to-configure, requiring additional setup, or requiring custom development. Managed dual-platform parallel operation throughout the phased migration to ensure zero disruption to live customer-facing communication.
What Was Built