WhatsApp CRM
A WhatsApp CRM that keeps your WhatsApp Business app
Most Indian enquiries arrive on WhatsApp, and most of them stay there: on one phone, sorted by the latest message, invisible to everyone else. WTS CRM connects to the WhatsApp Business app you already use. You keep your number and keep chatting from your phone, while every conversation with a customer also lands on their lead, where the stage, the owner and the next follow-up live.
Why WhatsApp enquiries slip away
Every lead is on one phone
The business number lives on the owner’s phone. When they are on a site visit or in a meeting, nobody else can see who wrote in, let alone answer.
New enquiries are never written down
Someone has to copy each new number into a sheet or a CRM by hand. On a busy day that is the first step to go, and the enquiry exists only as a chat.
The history is in the wrong place
The CRM says “quote sent”, but the price, the questions and the photos the customer sent are buried in a chat nobody else can open.
API tools take the app away
The usual WhatsApp Business API setup moves your number off the app on your phone. For a business that still chats from the phone all day, that is too much to give up.
What happens when WhatsApp is connected
You connect once from Settings. After that, WhatsApp and the CRM stay in step by themselves.
Connect in a few minutes
An owner or admin clicks Connect WhatsApp in Settings, signs in with Meta and confirms on the phone. The number stays on the WhatsApp Business app; nothing is moved or re-registered.
Chats on the lead
Every message to and from a lead appears on its timeline beside notes, follow-ups and quotations, including the messages you send from your phone.
New numbers become leads
When a number that is not in the CRM messages you, a lead is created with its WhatsApp name, the source WhatsApp and the message on its timeline. It goes to the workspace owner, who can pass it to the right person.
Reply from the lead page
Anyone who can open the lead can answer from the CRM while WhatsApp’s 24-hour reply window is open, and the reply arrives from your business number.
Photos, voice notes and documents
Media a customer sends shows on the timeline and opens from the CRM while Meta keeps the file, about 30 days: a site photo, a voice note with the requirement, a PDF of the drawings.
Automations that react to replies
Use “A lead messages you on WhatsApp” as an automation trigger, for example to close open follow-ups once the lead has written back. See lead follow-up software.
Setting it up
Use a computer for the Meta sign-in, with the phone that runs WhatsApp Business beside you.
Update the WhatsApp Business app
Connecting needs a recent version of the WhatsApp Business app on the phone that holds your number. Regular WhatsApp cannot be connected.
Connect from Settings
Open Settings → WhatsApp, click Connect WhatsApp, choose your existing WhatsApp Business app account in Meta’s window and confirm on the phone.
Share your chat history
WhatsApp asks whether to share past chats. If you agree, earlier conversations with numbers already in your CRM are added to those leads’ timelines.
Import the right contacts
Choose which of your WhatsApp contacts should become leads, up to 500 at a time, instead of turning every saved number into one.
Work the pipeline
New enquiries now arrive as leads. Assign an owner, reply from the lead or the phone, and book the next follow-up.
The WhatsApp Business app alone, or connected to a CRM
| Job | WhatsApp Business app alone | Connected to WTS CRM |
|---|---|---|
| Recording a new enquiry | Copy the number into a sheet by hand | A lead is created when they first write |
| Seeing the conversation | Only on the phone that holds the number | On the lead, for everyone who can open it |
| Who replies | Whoever has the phone | The lead’s owner, from the CRM or the phone |
| Knowing what is next | Labels and memory | A stage, an owner and a dated follow-up |
| Chatting from your phone | Yes | Yes, as before |
Before you connect
Connecting uses Meta’s official sign-up for WhatsApp Business app numbers, and a few things on the phone change. Read these first, and connect at a quiet time of day.
- Use the WhatsApp Business app, not regular WhatsApp, and update it first.
- Only a workspace owner or admin can connect, and each workspace connects one number.
- Linked devices such as WhatsApp Web are signed out once; sign in to them again afterwards.
- Group chats are not shared with the CRM, broadcast lists become read-only and disappearing messages are turned off.
- Keep the app open on the phone until the import of contacts and chat history finishes.
What it does not do
WTS CRM replies inside WhatsApp’s 24-hour window, the time after a customer’s last message in which a business may answer freely. Once it closes, the reply box says so, and you message the customer from the app on your phone as before.
It does not send message templates, bulk or broadcast messages, or start a new chat from the CRM, and files are sent from the phone. For wording, see WhatsApp follow-up message templates; for the routine around it, see how to manage WhatsApp leads with a team.
Who connects WhatsApp to their CRM
Owner-led service businesses
The owner chats with customers from their own phone, and the team needs to see those chats too. See CRM for service businesses.
Real estate and travel
Enquiries, brochures and site-visit plans all happen on WhatsApp. See CRM for real estate agents.
Interior designers and contractors
Clients send photos, measurements and voice notes rather than emails. See CRM for interior designers.
Agencies
Client conversations have to survive a teammate going on leave. See CRM for agencies.
What changes when WhatsApp is connected
- Keep your number and the WhatsApp Business app on your phone; nothing moves to a new SIM.
- A message from a new number becomes a lead by itself, with the chat on its timeline.
- Messages sent from the phone and from the CRM show in both places.
- Your team replies from the lead page, so a conversation no longer depends on one person’s phone.
WhatsApp is included in every plan
Connecting WhatsApp costs nothing extra. Starter (₹499 a month) covers one person and up to 100 clients and leads, which a busy WhatsApp number can pass quickly; Solo (₹999) removes the limit, and Team (₹2,499) adds 5 seats so several people can answer from the CRM.
Starter
₹499 / month
- One user workspace
- Up to 100 clients and leads
- Lead stages, temperature and notes
- Follow-up dates and reminders
- Basic CRM dashboard
The trial unlocks every feature for 3 days and asks for no card. Choose a plan only when it ends.
Frequently asked questions
Do I have to stop using the WhatsApp Business app?
No. Your number stays on the WhatsApp Business app and you keep chatting from your phone. Messages you send from the phone also appear on the lead in the CRM.
Do I need a new number or SIM?
No. You connect the number you already use on the WhatsApp Business app. Nothing is moved to a new SIM or re-registered.
Can I connect a regular WhatsApp number?
Not directly. Meta only allows numbers on the WhatsApp Business app to be connected this way. You can move a number from WhatsApp to the free WhatsApp Business app on the same phone and keep your chats.
Will my old chats appear in the CRM?
If you agree to share chat history when you connect, past conversations with numbers that are already leads or clients are added to their timelines. Old chats do not create new leads; only new messages do.
Who on my team can reply?
Anyone who can open the lead can reply from the lead page while the 24-hour window is open. Members see the leads assigned to them, so each person answers their own conversations. Connecting and disconnecting the number is for owners and admins.
Does WhatsApp cost extra?
Not from WTS CRM: WhatsApp is included in every plan. Messages go through Meta’s WhatsApp Business Platform, which sets its own prices; under Meta’s pricing at the time of writing, replying to a customer inside the 24-hour window is free.
Can I disconnect later?
Yes. An owner or admin can disconnect from Settings → WhatsApp at any time. The number keeps working on the WhatsApp Business app, and the conversations already saved stay on the leads.