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IT-PAL

// technical integration studio

AI automation and messaging infrastructure for businesses that outgrow generic tools.

IT-PAL designs and builds the layer between your customer channels and your team: WhatsApp, Telegram, Viber, and any other messenger bridged into unified inboxes on Matrix/Synapse infrastructure, chat-based support portals, and AI automation shaped around how your business actually works.

Discuss an integrationSee what we build
  • WhatsApp Business Platform
  • Meta Business API
  • Matrix / Synapse
  • Telegram · Viber · custom bridges
  • LLM pipelines
  • Webhooks & REST
it-pal · message-pipelineLIVE
13:02:41whatsappmessage.received“can we move Thursday?” · new msg
13:02:41corecontact.linkedMarta Vidal · crm #2841
13:02:42matrixroom.routed#inbox-logistics · @jonas
13:02:42aisummary.updatedrebuilt from last 14 messages
13:02:43aidraft.createddraft ready · awaiting approval
13:02:58whatsappmessage.sentapproved by @jonas · delivered ✓
one inbound message, end to end — linked, routed, summarized, drafted, answered.

// the problem

Every channel works fine on its own. Together, they don’t.

Most businesses don’t have a communication problem — they have an infrastructure problem. Messages arrive, deals close, support happens. But the record of it all is scattered across tools that were never designed to work together.

WhatsApp lives on phones.

Customer conversations sit in personal apps — invisible to the rest of the team, unsearchable, and gone when someone leaves.

Meta channels don’t talk to each other.

Instagram DMs, Messenger threads, and WhatsApp chats are three separate histories for what is often the same customer.

The CRM knows the deal, not the conversation.

Pipeline stages get updated by hand while the actual negotiation happens in chat apps your CRM has never seen.

Helpdesk tools force their model on you.

Rented, per-seat platforms turn everything into a ticket — whether or not that is how your team actually works.

Context dies in handovers.

Agents scroll, screenshot, and forward. Customers repeat what they already said. Nobody has the full picture.

AI is disconnected from your data.

Generic chatbots can’t see your contacts, history, or systems — so they generate plausible text instead of doing real work.

The fix isn’t another app for your team to check. It’s the missing infrastructure layer: one system where channels, contacts, conversations, and automation connect — built around your workflow and owned by you.

That’s the layer IT-PAL builds.

// services

What we build

Four service areas, one discipline: production-grade engineering around messaging, data, and AI. Engagements range from a single integration to a complete communication platform.

Messaging integrations

Every channel your customers write on, in one inbox. Meta channels run on official business APIs; everything else — Telegram, Viber, LinkedIn, even in-house messengers — connects through Matrix bridges.

  • WhatsApp Business Platform (Cloud API) setup & integration
  • Messenger & Instagram DM connections
  • Telegram, Viber, LinkedIn & other channels via Matrix bridges
  • Custom bridges built for messengers that don’t have one
  • Unified team inboxes with assignment & handover
  • Contact & conversation linking across channels

Matrix / Synapse infrastructure

Self-hosted chat infrastructure on the Matrix protocol — for teams that want internal communication and customer messaging on servers they control.

  • Synapse homeserver deployment & operations
  • Bridges to WhatsApp, Telegram, Viber & any other channel
  • Room-based architecture for teams, topics & customers
  • Support portals where every request is its own room
  • Access control, retention & data-residency policies
  • A messaging backbone your other tools build on

AI workflow automation

AI attached to your real conversation data — drafting, summarizing, translating, and routing inside the tools your team already uses.

  • Reply drafts grounded in conversation history
  • Thread summaries for handovers & daily digests
  • Inline translation for cross-language support
  • Voice message transcription
  • Routing, tagging, prioritization & CRM enrichment

Custom SaaS integrations

The custom layer around your existing tools — for when off-the-shelf connectors stop being enough.

  • Dashboards & internal admin panels
  • APIs & webhook endpoints for your stack
  • Background workers, queues & scheduled jobs
  • Two-way sync between CRMs, boards, tickets & chat
  • Automation across the tools you already pay for

// approach

How we build

The same discipline we apply to our own products. No big-bang rewrites — we integrate with what already exists and replace pieces only when it pays off.

  1. 01

    Start from the real workflow

    Before any code: how do messages, orders, and handovers actually move through your team? We map that first, because the workflow defines the system — not the other way around.

  2. 02

    Connect the existing channels

    WhatsApp numbers, Telegram and Viber accounts, Instagram, Messenger, email, internal chat — wired in through official APIs and Matrix bridges. No bridge for your channel yet? We build one. Your customers don’t change anything.

  3. 03

    Normalize the data

    One model for contacts, conversations, and business objects. The customer who writes on Instagram today and WhatsApp tomorrow becomes one record with one history.

  4. 04

    Add AI where it earns its place

    Drafts, summaries, translation, transcription, routing — grounded in your real data. If a feature doesn’t save your team time, it doesn’t ship.

  5. 05

    Engineer for failure, not for the demo

    Queues, retries, idempotent webhook handling, rate-limit backoff, monitoring. Messaging infrastructure has to survive traffic spikes and third-party outages — so we build it that way.

  6. 06

    Hand over a system you own

    Documented, maintainable, running on your infrastructure or ours. We can operate it long-term or hand it off completely — either way, you’re not locked in.

// use cases

What this looks like in practice

Concrete systems we design and build — each scoped around a specific team and workflow, not around a feature list.

  • Shared WhatsApp inbox

    One business number, the whole sales or support team behind it. Assignment, internal notes, and full history — instead of chats trapped on one phone.

  • AI reply assistant

    Drafts answers from the conversation history and your knowledge base. Agents review, edit, and send — the tone stays yours, the typing doesn’t.

  • Unified customer timeline

    WhatsApp, Telegram, Instagram, and Messenger merged into one thread per customer, linked to the CRM record. Full context in one view, whatever the channel.

  • Chat-based support portal

    Every customer request opens its own Matrix room — the customer, the right agents, and the full history in one place. No ticket forms: the conversation is the ticket.

  • Matrix-based internal support

    Support and ops chat on your own Synapse server, with customer channels bridged in. One tool for internal and external communication.

  • CRM connected to real chat history

    Your CRM shows the conversations behind each deal — not just notes about them. Summaries and key fields update as threads evolve.

  • Cross-tool automation

    A message creates a ticket, the ticket updates a board, the status change notifies the customer — without anyone copying between tabs.

  • White-label messaging platform for agencies

    Run client communication under your own brand: multi-tenant inboxes, per-client channels and permissions, on infrastructure we design and build for you.

// track record

We run our own products in production

IT-PAL isn’t an agency that read about messaging APIs. We build and operate SaaS products on exactly this stack — webhooks, billing, migrations, rate limits, real users. The patterns we sell are patterns we already run.

Chronos

Trello Power-UpSaaS

Time tracking and reporting inside Trello, delivered as a Power-Up — timers, timesheets, and reports where the work already happens.

in production · paying customers

SyncContact

Matrix / SynapseMeta APIsAI

Messaging and contact platform: Matrix/Synapse core, WhatsApp and Meta integrations, shared team inboxes, CRM-style contact linking, AI summaries, translation, and voice transcription.

in production

CardScape

TrelloJiraVisual planning

Whiteboard-style visual planning around Trello and Jira cards — with Matrix-based chat integration on the roadmap.

in production

Why this matters for your project: we’ve already built these systems once. The architecture, the estimates, and the edge cases come from experience — not from a proposal template.

// why it-pal

Why teams pick us over a generic agency

We build infrastructure, not deliverables

The output isn’t a slide deck or a demo chatbot — it’s a running system: bridges, queues, APIs, data models, deployments. Something your business operates on every day.

We know the unglamorous parts

Async workers, webhook reliability, OAuth flows, Meta app review, Matrix bridges, permissions, rate limits, real-time sync. The gap between a demo and a production system is exactly these details.

One team, full stack

Frontend, backend, database, integrations, deployment — designed and built by the same people. No hand-offs where context gets lost, no subcontracted mystery code.

Useful after the demo

We optimize for month six, not day one: maintainable code, documented decisions, monitoring, and a system your team can run without us.

// contact

Need AI automation or messaging infrastructure that matches your real workflow?

Write a few lines about your setup — the channels you use, where the workflow hurts, what you’d like to automate. You’ll get a reply from an engineer with a concrete take on how we’d approach it. No sales scripts.

Discuss an integrationcontact@it-pal.net

Useful to mention in a first email

  • Which channels you use — WhatsApp, Telegram, Viber, Instagram, email, internal chat
  • Your team size and current tools — CRM, helpdesk, boards
  • What you’d want unified or automated first