CRM basics · 6 minute read
A WhatsApp CRM combines customer conversations with contact records and sales follow-up. It helps teams share context, assign ownership and track what should happen after a message.
Personal chat apps are useful for individual conversations, but team sales work needs shared ownership, notes, a history of next steps and a way to understand which enquiries remain open. Without a process, two people may reply to the same lead—or nobody may reply at all.
Start with a shared inbox, contact records, conversation assignment, internal notes, follow-up tasks and a simple pipeline. Add templates and automation only where they solve a repeatable problem. Check permissions, export options, auditability and how the product handles message windows and approved templates.
A useful workflow captures an enquiry, records its source, assigns an owner, qualifies the need, schedules the next action and tracks the outcome. Reporting should help identify missed hand-offs and response delays, not just count messages.
Ask which official APIs and integrations are used, what data each integration reads, whether message charges are separate, how users and roles are limited, how to export or delete data, and what happens when an integration disconnects. Test the workflow with a small group before moving a production number.
RelayDesk is designed to combine a shared WhatsApp inbox with contacts, tasks, deal stages and supported lead-source workflows. Review the current features and plan limits in the product before deciding whether it matches your process.
Start with a clear workflow
Bring conversations, contacts and next steps into one workspace.