| Customer | Colombo Furniture House |
|---|---|
| Industry | Furniture and home living retail |
| Location | Pannipitiya, Sri Lanka |
| Customer since | June 2026 |
| Solution | Unecast Flow with WhatsApp Business API Coexistence |
The headline: 250 to 10,000 conversations a day
Colombo Furniture House now runs customer conversations on WhatsApp through a shared, multi-user inbox instead of a single phone. Its daily messaging limit went from 250 to 10,000 conversations, and the team kept using the WhatsApp Business App they already knew.
Background
Colombo Furniture House is a well-known furniture retailer in Sri Lanka, serving thousands of customers across its retail operations. As demand grew, WhatsApp became its main channel for sales questions, product information, delivery updates and customer support.
The WhatsApp Business App worked well at first. But as daily conversation volumes climbed, running everything from one app started to slow the team down.
The challenge
Hundreds of customers were messaging every day, and one app could not keep up. The team ran into five problems:
- Message overload: a high volume of incoming messages landing in one place.
- Slow peak-hour replies: customers waited longer when the inbox was busiest.
- Limited teamwork: staff could not easily work on conversations together.
- Poor visibility: it was hard to track who was talking to which customer.
- Missed sales: slow responses put potential orders at risk.
The business needed several people to handle conversations at once, without disrupting how the team already worked.
What Bloomwire built
Bloomwire set up a complete WhatsApp Business solution on Unecast Flow, using WhatsApp Business API Coexistence. Coexistence lets a business keep using the WhatsApp Business App while also connecting to the WhatsApp Business API, so the team gets new capabilities without giving up a familiar tool.
A shared inbox for the whole team
Several staff members can now open and manage customer conversations at the same time through Unecast Flow, with no shared devices. That means:
- Teams collaborate on conversations in real time
- Everyone can see what is happening with each customer
- No inquiry is overlooked
Role-based access
Bloomwire configured user roles and permissions so each team member sees only the features and conversations relevant to their job.
One place for every conversation
All customer communication now runs through a single platform, which improves accountability and the quality of service across the organisation.
Support beyond the software
Bloomwire also guided the team through the setup steps that sit around the technology:
- WhatsApp Business verification: helped establish a more trusted, professional presence for customers.
- Facebook Business Portfolio verification: strengthened the company's business identity across Meta.
- Faster capacity approvals: Bloomwire assisted in obtaining quick approvals that raised the daily messaging limit from 250 to 10,000 conversations, so the business can scale communication as demand grows.
Results
Here is how the business looks before and after the implementation.
| Before Bloomwire | After Bloomwire |
|---|---|
| Single-user WhatsApp management | Multi-user collaborative platform |
| Limited visibility into conversations | Centralised conversation management |
| 250 conversations per day | 10,000 conversations per day |
| Manual coordination between staff | Role-based access and clear ownership |
Other outcomes:
- Faster responses to customer inquiries
- Better collaboration between support and sales teams
- Continued use of the WhatsApp Business App
- A verified business presence on Meta platforms
- Infrastructure ready for future growth
In their words
“Bloomwire transformed the way we communicate with customers on WhatsApp. Their expertise and hands-on implementation enabled us to transition from a single-user setup to a scalable, multi-user customer engagement platform with minimal disruption to our daily operations. The team ensured we could continue using the WhatsApp Business App while unlocking the advanced collaboration capabilities of the Unecast platform. From business verification and approval support to rapidly increasing our messaging capacity from 250 to 10,000 conversations per day, Bloomwire delivered a complete solution that exceeded our expectations. Today, we have a more responsive customer support operation and a platform that can grow alongside our business.”
Colombo Furniture House
What's next
With Bloomwire, Colombo Furniture House has turned WhatsApp from a simple messaging channel into a scalable customer engagement platform. By pairing the flexibility of the WhatsApp Business App with the power of the WhatsApp Business API, the company can serve customers faster, work together more effectively and keep growing with confidence.
