Product Engineering · Internal tools · Symbl · shipped 2025
From clinical recommendations to a customer-ready comparison
An internal tool that turns a care expert’s recommendations into a unique comparison page for the customer, locks their selection, and hands them to Symbl’s WhatsApp with a prefilled message. I built it from scratch and shipped it. The development team later integrated it into the CRM.
- Internal tool
- Frontend
- Application logic
- WhatsApp redirect
- Deployment
Workflow
- 1. Care expert enters customer information
- 2. Adds vendor options, with price and discount
- 3. Tool generates a unique URL
- 4. Customer opens the link
- 5. Customer compares the options
- 6. Customer selects one; the selection locks
- 7. Redirect to Symbl’s WhatsApp, prefilled
Overview
When a care expert recommends medicines or lab tests, the customer often has several vendor options to weigh. This tool gives the expert one place to assemble those options, and gives the customer one page to compare them and choose.
It is used and managed by Symbl’s internal Care Experts team.
It has two surfaces: an internal frontend for care experts, and a customer-facing comparison page reached through a unique URL.
The problem: Move from a clinical recommendation to a clear customer decision, and carry that decision into the conversation Symbl already has with the customer on WhatsApp.
Workflow
- 01
Enter customer information
A care expert enters the relevant customer information in the internal frontend.
Care expert
- 02
Add options
The expert adds medicine or lab-test options from different vendors, each with details such as name, price, discount and other comparison information.
Care expert
- 03
Generate a unique link
The tool generates a unique URL for the customer.
Care expert
- 04
Open the link
The customer opens the page.
Customer
- 05
Compare options
The customer compares the options side by side.
Customer
- 06
Select an option
The customer selects one. The selection is locked, so a different option cannot be chosen afterwards.
Customer
- 07
Continue on WhatsApp
The customer is redirected to Symbl’s business WhatsApp number with a prefilled message reflecting the selected vendor or option and their intent to proceed.
Customer
Decisions
- One unique URL per customer
- Each comparison has its own link, so the customer lands directly on the options their care expert prepared.
- A locked selection
- Once the customer selects an option, the selection is locked to prevent a different subsequent choice.
- Hand off to WhatsApp
- The tool ends by redirecting to Symbl’s business WhatsApp number with a prefilled message, so the follow-up continues on WhatsApp.
- Separate the two surfaces
- The operator interface and the customer page are distinct parts of the application with different audiences.
My contribution
Built
- The internal frontend for care experts.
- The customer-facing comparison page.
- The application logic: option entry, unique links, selection locking and the redirect.
Integrated
- The WhatsApp follow-up: a redirect to Symbl’s business number with a prefilled message.
Deployed
- Hosted on AWS, with CI/CD and observability alongside the rest of the platform.
- Hosting and deployment.
- Domain configuration and routing.
Handed off
- Handed the tool to the development team.
Done by the team afterwards
- The CRM integration was done by the developers after my handoff, with repo access I granted, as I asked. I tested on staging before pushing to production.
Scope & limits
- It does not place orders, process payments or book tests.
- No real customer information or patient data appears on this site.
Questions People Ask
Who uses it?
Symbl’s internal Care Experts team uses and manages it. Customers open the comparison links their care expert sends them.
What does the tool actually do?
It lets a care expert assemble vendor options, gives the customer a unique page to compare them and select one, locks that selection, and redirects the customer to Symbl’s WhatsApp with a prefilled message.
Does it take orders or payments?
No. It supports selection and follow-up only. It does not place orders, process payments or book tests.
Did you build it from scratch?
Yes: the frontend, the application logic, and the hosting, deployment, domain and routing.
Who integrated it with the CRM?
The development team, after I handed the tool over.