Summary
Challenge
Casa dos Móveis sells in physical stores, through field salespeople and through e-commerce. Leads arrived through ads, the website and each salesperson's personal WhatsApp, and management could not see the whole funnel or know who was serving whom.
Solution
With Talqui, the salespeople's WhatsApp numbers and the store's official number ended up on the same dashboard. Each lead enters an inbox by source (Meta ad, website and Google, store, wholesale), is distributed automatically and moves through sales stages, with the contact recorded in Twenty CRM.
Results
From June to October 2026, thousands of conversations a month came from click-to-WhatsApp ads, with peaks in the campaign months. The operation handles thousands of conversations a month, and the team tracks how many reach the Finalizando com sucesso (closing successfully) stage.
About Casa dos Móveis
Casa dos Móveis is a furniture store chain in the West Zone of Rio de Janeiro, with stores in Guaratiba and Campo Grande, online sales, wholesale and a team of field salespeople. It has used Talqui since April 2026 to sell and to handle after-sales support on WhatsApp.
Today there are more than a dozen inboxes in the same account: one per field salesperson, one per store, the e-commerce ones (Meta, Site/Google and the e-commerce number), wholesale, sales, three for technical assistance and three that form the sales funnel.
The challenge: leads scattered across dozens of phones
In furniture retail, customers research on Instagram, click the ad, ask for the price on WhatsApp and often close in the store or with the salesperson who first served them. Before Talqui, each salesperson served customers on their own phone. Management did not know how many leads each ad brought, how long customers waited or what happened to the conversation when a salesperson left the company.
- Leads from ads, the website and the stores arrived on different numbers, with no distribution.
- Customer history stayed on the salesperson's phone, outside the CRM.
- After-sales (delivery, assembly and technical assistance) competed for the same WhatsApp as sales.
How Casa dos Móveis sells with Talqui
All WhatsApps on the same dashboard
The store's official number is connected through the official WhatsApp API, and the salespeople's numbers are connected in the same account. Each salesperson works in their own inbox, and sales supervision sees every conversation in the shared inbox. If a salesperson leaves, the history stays with the company.
From the Instagram ad to WhatsApp
Click-to-WhatsApp ads on Instagram and Facebook land in the Ecommerce - Meta inbox. Talqui records which ad each conversation came from (title, image and click identifier), and the conversation is automatically distributed to an available salesperson. From June to October 2026, thousands of conversations a month came from ads, with peaks in the campaign months.
Sales funnel in inboxes
Besides the inboxes by source, Casa dos Móveis built the funnel inside Talqui itself: 1. Interessada (interested), 2. Aguardando dados (awaiting details) and 3. Finalizando com sucesso (closing successfully). The salesperson moves the conversation to the next stage as the sale advances, and each stage gets a label, so management can see how many conversations are interested and how many reach the closing stage.
Integrated with the CRM
Since July 2026, the account has been connected to Twenty CRM. The contact and conversation history live in the customer's record, and the sales team follows the opportunity in the CRM without copying messages.
Automation in layers
Automation came in gradually, without taking the salesperson out of the sale: first automatic distribution of conversations among inboxes and salespeople, then AI summaries for whoever takes over a conversation midway, in October a chatbot and Messenger, and at the end of October the AI agent for first contact.
After-sales separate from sales
Delivery, assembly and technical assistance have their own inboxes (Assistência Técnica, Assistência - Entregues and Assistência - Representantes), and logistics works under its own user. Customers who bought talk on the same WhatsApp, but the conversation goes to the right team and does not take up the salespeople's queue.
Results: thousands of leads from ads in five months
- of conversations handled in Talqui since May
- Tens of thousands
- of conversations a month started by ads
- Thousands
- inboxes by source, team and stage
- 10+
Since May, Casa dos Móveis has handled tens of thousands of conversations in Talqui, mostly through the salespeople's WhatsApps, with a large share from ads and the rest through the official number from other sources. Monthly volume stays in the thousands, with ad conversations peaking in the campaign months.
How to apply this in your retail business
- Use click-to-WhatsApp ads and send those leads to their own inbox, to measure what each campaign brings.
- Connect each salesperson's WhatsApp to the same account: the salesperson keeps the customer, and the history stays with the company.
- Build the funnel with stages and labels to see where sales stall.
- Separate after-sales and technical assistance from sales.
- Connect the CRM (Twenty, HubSpot or Pipefy) so sales can follow the opportunity.