How Resolvvi Scaled WhatsApp Support Without Growing Headcount

There's a moment when growth becomes the problem. Resolvvi hit that moment in 2026.

Brazil's largest consumer rights lawtech launched two new products in two months — INSS overpayment restitution and social media account unlocking. Demand surged. Operations didn't.

With a 100% digital model, no physical offices, and no upfront fees (Resolvvi only collects a percentage when the client wins the case), WhatsApp is the main channel for everything: lead capture, qualification, case updates, post-sale, and credit advance offers on judicial settlements. Any bottleneck in that channel becomes churn. And churn, for Resolvvi, isn't just lost revenue — it's a client who gave up on a right that belonged to them.

This is the story of how they fixed it. And what any B2C company with a long customer journey can learn from it.

The Problem: Growing Faster Than Operations Could Handle

Before Wati, Resolvvi was using a platform outside Meta's official Business Solution Provider (BSP) ecosystem. That created two structural problems:

1. Limited integration with their proprietary CRM

Resolvvi runs a robust internal system — process database, client history, status tracking for each legal step. The previous platform couldn't connect well with it. Automations that should have been straightforward became manual processes.

2. Mandatory Level 1 bottleneck

Every incoming ticket — regardless of topic — had to pass through a first-level team before being routed to the right specialist. For a company handling flight delays, wrongful debt listings, INSS overpayments, and social media account locks, that meant up to 20 minutes of queue per conversation.

Twenty minutes may seem small. But Resolvvi's clients arrive already anxious. They're thinking about filing a lawsuit. They need reassurance. Any friction becomes abandonment.

There was another silent problem: Resolvvi's onboarding process functions like an abandoned cart. Clients start, don't finish. And email — the default recovery channel — had deliverability rates too low to work.

"It's like an abandoned cart. We needed a proactive, reliable channel that actually reached the client." — Bárbara Lourenço, Operations, Resolvvi

WhatsApp was the only path forward. The problem was that their WhatsApp operation wasn't built for what the business needed.

Why WhatsApp Was the Non-Negotiable Channel

In B2C businesses with long customer journeys, WhatsApp isn't a support channel. It's the engine for activation, retention, and relationship.

In Brazil, over 147 million people use WhatsApp — and the vast majority check it before email, before social media, before any other digital channel. For Resolvvi, which serves end consumers during moments of vulnerability (a cancelled flight, an unjust debt, a locked account), that reach isn't an operational detail. It's the business.

Internal data confirmed it: most completed registrations went through at least one WhatsApp interaction before the client finished onboarding. The channel driving the most engagement was also the most technically limited.

Doubling down on WhatsApp wasn't a channel preference. It was a business necessity.

The 4 Moves That Transformed Resolvvi's Operation

1. Direct Routing — End of the Level 1 Bottleneck

The first impact of Wati was eliminating Level 1 as a mandatory step.

By integrating Resolvvi's proprietary CRM with the Wati API, the system now automatically identifies the case type behind each conversation — flights, wrongful listing, INSS, or account unlock — and routes the ticket directly to the right specialist team.

A client who opens a conversation (or responds to a proactive message) no longer waits in a general queue. They go directly to whoever understands their issue.

What previously added up to 20 minutes of delay now happens in seconds. And the Level 1 team, previously used as a filter, was freed up for higher-value activities.

Wati feature: Shared Team Inbox with automatic routing by contact attributes + No-Code Chatbot for qualification and assignment.

2. Deep CRM Integration

Resolvvi doesn't use an off-the-shelf CRM. They run an internal system that centralizes case data, documents, legal history, and status tracking for every step of a claim.

Connecting that system to Wati via API unlocked their most critical automations:

• Automatic ticket assignment based on the case type stored in the CRM
• Personalized proactive messages with dynamic data (case status, deadlines, required documents)
• Response data returned to the CRM — closing the loop without human intervention

A concrete example: for INSS cases, clients need to submit a CNIS extract (Brazil's national social insurance registry). With Wati, Resolvvi configured automatic document recognition — the system identifies the file received, confirms receipt, and updates the CRM without any agent having to touch that conversation.

Wati feature: WhatsApp Business API with bidirectional webhooks and API integration for proprietary systems.

3. Contextual AI Agent — Real-Time Answers Inside WhatsApp

Resolvvi's most frequent client question is simple: where is my case?

Before Wati, answering that required an agent to open the CRM, find the case, copy the information, and reply manually. At high volume, that's slow. During a demand spike — like the one triggered by the new product launches — it becomes collapse.

Resolvvi's AI agent, integrated with Wati, solves this directly: the client sends a question in WhatsApp, the agent pulls the case status from the CRM in real time, and responds with accurate information in the channel where the client already is.

"The agent can already answer many questions on its own and even pull order information in real time — something that simply wasn't possible before." — Bárbara Lourenço, Operations, Resolvvi

The agent also handles common questions — how the process works, which documents are required, typical timelines for each case type — freeing the human team for cases that genuinely need analysis and judgment.

Wati feature: AI Support Agent with CRM access via API and custom context by case type.

4. Automated Post-Sale — The Top NPS Driver

In legal services, the client's anxiety doesn't end at sign-up. It starts there.

A legal case can take months. Clients want to know what's happening. If they don't hear anything, they'll ask — or they'll disappear.

Resolvvi addressed this with automated proactive updates via WhatsApp: every time a relevant status change occurs in the case, the system sends a personalized message explaining what happened and what comes next.

The NPS impact was direct: automated case updates became the most praised touchpoint in client feedback. What previously depended on an agent remembering to inform the client — and didn't always happen — became a consistent, predictable, scalable flow.

For their credit advance product (offering clients early access to their judicial settlement), the automation went even further: Wati sends the offer with accept/decline buttons; the response flows automatically back to the CRM; follow-up stops; the credit process advances. Zero human intervention at the acceptance step.

Wati feature: Campaigns with personalized templates and interactive buttons with CRM response integration via webhook.

Why Resolvvi Chose Wati

Three factors were decisive:

Official Meta BSP status

Operating through an official BSP isn't a technical preference — it's an operational security requirement. Resolvvi handles sensitive client data from active legal cases. Any channel disruption means not just lost revenue but compliance risk. Wati is one of Meta's officially certified BSPs.

API depth for custom integration

Many platforms offer integrations with standard CRMs (HubSpot, Zoho, Salesforce). Resolvvi needed something different: connecting a proprietary system, with specific business logic, to all WhatsApp flows. Wati's open API — with support for bidirectional webhooks and payload flexibility — made that possible.

Hands-on onboarding support

"Wati brought us a very present support team — Carol and Jonathan were always there, answering all our questions and helping us through every step." — Bárbara Lourenço, Operations, Resolvvi

For an operation that couldn't afford a slow onboarding, the Customer Success team's availability was a concrete differentiator.

The Results

• Demand growth absorbed — two new products launched in two months without breaking operations or compromising SLA
• Level 1 bottleneck eliminated — direct routing to the right specialist from the first contact
• More simultaneous chats per agent — operational efficiency increased without proportional hiring
• Most completed registrations go through WhatsApp before onboarding is finalized
• Automated post-sale became the most praised NPS touchpoint
• Automatic document recognition reduced manual workload in INSS and other document-heavy cases
• Ready to scale further — multiple WhatsApp numbers from July 2026 to support product expansion

What Any B2C Company with a Long Customer Journey Can Learn from Resolvvi

WhatsApp isn't a support channel. It's the customer journey engine.

Companies that treat WhatsApp as a reactive support tool miss its biggest opportunity: being the thread that connects acquisition, activation, retention, and expansion. Resolvvi uses it for everything — and that's why the results are systemic.

Abandoned carts exist in every industry.

E-commerce doesn't have a monopoly on mid-funnel drop-off. Any business with a registration, onboarding, or approval process loses people in the middle. The right trigger, in the right channel, at the right moment — fixes that. For Resolvvi, it's a proactive WhatsApp message to clients who stopped mid-registration.

CRM integration isn't optional at medium and large scale.

Platforms that operate as islands — receiving messages but not actually talking to the real system of record — create manual work. Automation only scales when data flows both ways: from CRM to WhatsApp and from WhatsApp back to CRM.

Smart routing is an architecture decision, not a UX one.

Eliminating Level 1 at Resolvvi wasn't a UI improvement. It was a decision about how the system should work: who is this client, what's their case type, and who in the company can best help them? Solving that in the flow — instead of manually — changes the scale of the operation.

Official Meta BSP status isn't a technical preference. It's a business requirement.

Operating outside the BSP ecosystem means depending on an intermediary layer with less stability, less support, and higher regulatory risk. For companies handling sensitive data or relying on WhatsApp as a primary channel, the BSP status of the chosen platform is non-negotiable.