Omnichannel · Grupo 3C

When the team shrank from three fronts to two (VOX went on alone, Omni and Plus merged into one team), I started working on Omnichannel too — the technically most complex module I touched at 3C.

WhatsApp for a whole team

At its core, it's a business WhatsApp: one instance number shared across N agents on the same team, with online presence, typing indicators, a service queue, a chatbot queue, and a broadcast queue — all real-time over WebSockets. Three permission levels: Manager (full company-wide visibility and control), Supervisor (visibility over their own teams), and Agent (only what's been configured for them).

Three providers, three UI migrations

The messaging backbone went through three different providers over time — UltraMsg, then Z-API, and finally an in-house provider 3C built on top of Baileys (a Node/TypeScript WhatsApp Web library). I followed the interface migration through each swap — each provider had its own way of exposing connection status, QR codes, disconnects.

I also built the management panel for the in-house provider's instances: instance CRUD, QR-code connection, light/dark theme, translations, and a real-time WebSocket monitoring panel showing each instance's live status.

Mobile

I also built the responsive mobile version of Omnichannel — faithful to the feel of native WhatsApp, but within the platform's enterprise context.