How Resolvvi Scaled Operations with Wati | Customer Story
How Resolvvi handled explosive demand growth without growing its team at the same rate
About Resolvvi
Brazil's largest consumer-facing lawtech digitized its sales, support, and post-sale operations on WhatsApp with Wati — and absorbed two new product launches in two months without breaking SLA or NPS.
Automatic ticket routing, deep integration with their proprietary CRM, and an AI agent that pulls real-time case data straight into WhatsApp.
With over ten years of operation in Brazil, Resolvvi is the country's largest lawtech focused on consumer lawsuits. The company acts as the bridge between client and lawyer, handling cases such as flight issues, lost luggage, undue credit blacklisting, INSS (social security) refunds, and unblocking of social media accounts. The model is 100% online with no upfront cost — Resolvvi only earns a percentage if the client wins the case. The company recently launched a credit product (advance payments on lawsuit settlements) and is expanding its offering to third-party partner lawyers.
Before and after Wati
Before Wati
Previous platform (non-BSP) with limited integration to Resolvvi's proprietary CRM.
Every ticket passed through Tier 1 support before reaching the specialist team — adding up to 20 minutes of delay.
No AI agent: frequent questions consumed the human team's time.
No automatic recognition of documents sent by customers.
Difficulty absorbing demand spikes without compromising SLA and NPS.
Operational risk from not being on an official Meta BSP.
After Wati
Native, flexible integration with Resolvvi's proprietary CRM.
Automatic routing: tickets go straight to the right team (flights, blacklisting, INSS, or unblocking) without Tier 1.
AI agent pulls real-time case data and responds in context, inside WhatsApp.
Automatic recognition of submitted documents (e.g., CNIS extract for INSS cases).
Expanded simultaneous chat capacity per agent.
Two new product launches absorbed in two months without breaking operations
Meta-grade security as an official BSP — a decisive factor in the choice
“Today, we can bring case information directly into WhatsApp. That makes the experience much faster and delivers exactly what our customers expect.”
— Bárbara Lourenço | Operations, Resolvvi
From an operation at the limit to a scalable legal-relationship engine
In 2026, Resolvvi faced a decisive test: the simultaneous launch of two new products — INSS refunds and social media account unblocking — triggered a demand surge that threatened to choke operations. The previous platform, outside Meta's official BSP ecosystem, offered limited integration with Resolvvi's CRM and forced every ticket through Tier 1 before reaching specialists. The result: up to 20 minutes of queue time per conversation.
In a business where customers arrive already insecure — they're considering a lawsuit, after all — every point of friction turned into churn. And since initial sign-ups often stay incomplete (“it's like an abandoned cart,” says Bárbara Lourenço, Operations at Resolvvi), the company needed a proactive, automated, and reliable channel to bring customers back. Email had become too unreliable. WhatsApp was the only path.
Resolvvi chose Wati for three reasons: Meta-official BSP status, depth of API integration, and the close presence of the Customer Success team during onboarding.
“Wati provided us with very hands-on support — Carol and Jonathan were always there, answering our questions and helping us through every step of the journey.”
— Bárbara Lourenço | Operations, Resolvvi
Wati became the core of Resolvvi's conversational operation
With Wati at the center, Resolvvi turned WhatsApp from a side channel into the engine for sales, case updates, and support:
Resolvvi connected its internal system to Wati via API — pulling order data and pushing updates back in real time. The result: automations that were impossible before, such as instantly assigning tickets to the right team based on case type.
When a customer replies to a proactive message or starts a chat, the system identifies the product type (flights, blacklisting, INSS, or unblocking) and routes directly to the specialist team. Tier 1 is no longer a chokepoint.
Resolvvi's AI agent, integrated with Wati, answers frequent questions by pulling case status directly from the CRM. The customer — who is often deliberately avoiding the website — gets the answer on the channel they're already on.
For the credit product, Wati sends offers with accept/reject buttons. The response flows automatically back to the CRM, closing the loop and stopping follow-ups — without human intervention.
The results
Demand surge absorbed without proportional headcount growth
Higher simultaneous chat capacity per agent
Most completed sign-ups now involve a WhatsApp touchpoint before closing
Scalable post-sale: automated case updates — the most praised aspect in NPS
Automatic document recognition reducing manual work
Platform ready for the next phase: multi-number expansion starting July 2026
Tier 1 bottleneck removed from support operations
“The confidence of working with an official Meta BSP was a major factor in our decision. The integrations we built with Wati helped us absorb a very rapid increase in demand. They allowed us to handle growth that could have become a much bigger operational challenge.”
— Bárbara Lourenço | Operations, Resolvvi
Key takeaways from the Resolvvi case
In B2C businesses with long customer journeys, WhatsApp isn't a side channel — it's the retention and activation engine
Deep CRM integration unlocks automations that save hours of manual work per day
Direct routing by product type eliminates internal queues and speeds up first response
A well-trained AI agent connected to the CRM answers customers on the channel they're already on — preventing drop-off
Official Meta BSP status is non-negotiable for operations at scale — security and stability depend on it
“The AI agent can now handle many customer questions on its own and even retrieve case information in real time — something that simply wasn't possible before.”
— Bárbara Lourenço | Operations, Resolvvi