Quick answer
A WhatsApp CRM works when leads are created automatically, stages are few and clear, every lead has an owner, and follow-ups are triggered from the same place the chat happens.
CRMs fail when entering data feels like extra work. On WhatsApp the conversation is already the work, so the CRM should be created from it.
Design three to six stages
Fewer stages are easier to keep accurate. A typical pipeline is New, Contacted, Qualified, Proposal and Won, with a closed-lost state if your team needs one. Name stages after what happens, not what you hope will.
Create leads without typing
- Mark a chat as a lead from the conversation menu.
- Convert contacts one at a time or in bulk.
- Let click-to-WhatsApp ads and keyword rules create tagged leads.
- Let a chatbot create a lead after it has qualified the person.
Give every lead an owner
A lead with no owner is a lead nobody follows up. Assign on creation, and set agents to see their own leads if that suits your team.
Use tags for the source
Tag by platform or campaign, such as Facebook CTA or Threads CTA. Later you can build a segment from a tag and send a targeted broadcast, and compare which sources bring more leads.
Follow up on time
- Set a reminder on the conversation.
- Send an approved template on a date relative to the lead or order.
- Use re-engagement to nudge a chat that went quiet, which stops when the customer replies.
Review weekly
Open the board with your team once a week. Look for leads that have not moved, and use the lead summary to spot stale ones.
Frequently asked questions
Which plans include the CRM?
The CRM is included from Start Up upward.
Can I add custom stages?
Yes. Admins can add, rename, recolour and reorder stages.
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