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BizOSaaS 360-Degree CRM & Omnichannel API Specification

Version: 2.0 | Status: Production Ready | Module: CRM Omnichannel Core

1. Omnichannel Contact Identity Schema​

Contacts store cross-channel identifiers and preference metadata:

export interface Contact360 {
  id: string;
  email: string;
  phone?: string;
  whatsappPhone?: string;     // WhatsApp Business Cloud API number
  instagramHandle?: string;    // @handle
  facebookPsid?: string;       // Facebook Page-Scoped User ID
  telegramId?: string;         // Telegram chat_id
  linkedinUrl?: string;
  twitterHandle?: string;
  preferredChannel?: 'whatsapp' | 'email' | 'instagram' | 'telegram';
  language?: string;           // ISO 639-1 code e.g. 'en', 'hi'
  timezone?: string;           // IANA e.g. 'Asia/Kolkata'
  tags: string[];              // ['advocate', 'vip', 'lead', 'review-left']
  leadScore: number;
}

2. API Endpoints​

POST /api/crm/broadcast/whatsapp​

Drafts a targeted WhatsApp broadcast campaign for a segment or audience.

Request Body​

{
  "segmentId": "uuid-optional",
  "messageTemplate": "Hi {{firstName}}! Special festival offer inside...",
  "scheduledAt": "2026-09-01T10:00:00Z"
}

Response (200 OK)​

{
  "success": true,
  "campaignId": "wa_bcast_1787638000",
  "targetCount": 142,
  "status": "HITL_APPROVAL_PENDING",
  "message": "WhatsApp broadcast campaign drafted for 142 contacts. Pending HITL approval in Task Manager."
}

3. Lead Score Recalculation Signals​

The CrmAgent automatically adjusts lead scores based on cross-channel engagements:

  • WhatsApp Reply: +5 points
  • Form Submission: +15 points
  • 4-5 Star Google Review Left: +20 points (plus auto-tag #advocate)
  • Deal Stage Won: +50 points
  • Unsubscribed: -30 points