Solution · WhatsApp CRM
WhatsApp CRM for customer conversations and sales
Keep every WhatsApp enquiry, the customer's details and the next sales step in one place — so leads stop living in someone's chat history and follow-ups stop depending on memory.
The idea
What a WhatsApp CRM actually is
A WhatsApp CRM links each WhatsApp conversation to a contact record, and that contact to the leads, deals and tasks your team is working on. When a salesperson opens a chat, they see who the customer is, what they asked for before, which deal is open and who owns it.
Without that link, most teams run WhatsApp on a few phones and keep a spreadsheet or a separate CRM on the side. Details get copied by hand — or not at all — and the conversation that started the sale is not where the sale is tracked.
A WhatsApp CRM is only as good as its WhatsApp connection. PingSetu uses Meta’s WhatsApp Cloud API, which is what allows a shared team inbox, automation and template messaging on a business number.
Ananya Rao
Northline Retail
- Lifecycle
- Opportunity
- Owner
- Priya S.
- Company size
- 50–200
- Source
- Instagram DM
OPEN TASK
Send revised proposal · due Thu
DEALS PIPELINE
ACTIVITY
- WhatsApp reply receivednow
- Stage moved to Proposal1h
- Attribute updated · Company size2h
- Task assigned to Priya S.yesterday
Why it matters
Why shared conversation visibility changes sales follow-up
When a WhatsApp number lives on one person’s phone, three things tend to happen:
- Nobody else can see the conversation, so when that person is busy or on leave, the customer waits.
- Qualification details are lost in scrollback. Budget, location and timeline were mentioned once and never written down.
- Managers cannot tell what is in the pipeline without asking each salesperson.
A shared inbox with a CRM underneath addresses each of these: conversations are visible to the team according to permissions, answers are stored as contact attributes, and leads and deals give a pipeline view that does not depend on asking around.
Worked example
A WhatsApp-to-deal workflow, step by step
- 1
A customer messages your WhatsApp number
The message lands in the shared inbox. If the number is new, a contact is created; if not, the thread joins that contact's existing history.
- 2
An automation qualifies the enquiry
A flow asks two or three questions — what they need, budget, city — or sends a WhatsApp Flow form, and writes the answers to custom attributes.
- 3
A lead is created and assigned
The same flow creates a lead and assigns the conversation to the right teammate or team queue.
- 4
The salesperson works the deal from the chat
They reply in the thread, convert the lead to a deal, move it through stages and set a follow-up task with a due date.
- 5
Follow-ups do not depend on memory
An overdue task or a stage change can trigger the next step — a reminder to the owner, or an approved template message to the customer if the 24-hour window has closed.
Example setup — real estate
A developer runs click-to-WhatsApp ads. Each enquiry is asked for budget, preferred locality and move-in timeline through a WhatsApp Flow. Enquiries over a chosen budget become leads assigned to senior agents; the rest go to a nurture list. Deals move through Contacted → Site visit booked → Negotiation → Booked, and an overdue follow-up task alerts the owner.
Illustrative configuration, not a customer case study.
What is supported
PingSetu's CRM capabilities, plainly
This is what you can do today, including the parts that are limited. If something you need is marked limited or not supported, ask us on a demo before you commit.
Contacts with custom attributesAvailable
Define the fields your business uses, then filter, import (CSV or Google Sheets) and export on them.
Labels and contact listsAvailable
Group contacts for routing, automation and campaign audiences.
Leads and deals with pipeline stagesAvailable
Create leads from conversations, convert them to deals and move deals through stages.
Tasks and calendarAvailable
Follow-ups with owners and due dates, plus meeting booking with Google Calendar.
CRM actions inside automationsAvailable
Create or move leads and deals, set attributes, add labels and create tasks as flow steps.
Shared inbox for Instagram and MessengerAvailable
The same contact record sits behind Instagram Direct and Messenger threads too.
Public APILimited
API-key access currently covers creating contacts and leads from your own systems. A broader public API is not available yet.
SMS, RCS and TelegramComing soon
On the roadmap; not connectable today.
Before you start
Setup considerations and prerequisites
What you need
- A Meta business portfolio (formerly Business Manager). Business verification is not required to start, but it unlocks higher messaging limits.
- A phone number that can receive a verification code and that you are prepared to register on the WhatsApp Business Platform.
- A display name that follows Meta’s naming guidelines.
- Opt-in from customers before you send them template messages.
Decisions worth making up front
- Which custom attributes you actually need — fewer, consistently filled, beats many.
- Your deal stages, and what moves a deal from one to the next.
- Who owns new conversations: a round-robin team queue, or rules by product or region.
Limitations to know
- Outside the 24-hour customer service window you can only send approved template messages. Meta reviews templates, not PingSetu.
- New business portfolios start with a limit on how many unique customers they can message outside the service window in a rolling 24 hours (250 at the start), which rises as quality and volume are proven.
- Two-way sync with an external CRM is not a standard feature today; contact and lead creation via API key is.
FAQ
Frequently asked questions
What is a WhatsApp CRM?
Can I use a WhatsApp CRM with the normal WhatsApp Business app?
Does PingSetu replace my existing CRM?
Can several salespeople use one WhatsApp number?
How much does WhatsApp messaging cost on top of the subscription?
See your sales process in PingSetu
Start a free trial and connect a number, or book a demo and we will map your current WhatsApp process to leads, deals and follow-ups.