WhatsApp CRM Integration
Two-way WhatsApp communication powered by CRM automation - every conversation tracked, every follow-up automatic.
The Problem
A service business received most of its leads through WhatsApp, but the team managed conversations manually - multiple team members responding to the same enquiry, no record of who said what, and follow-ups forgotten.
Leads were lost because messages were buried in personal WhatsApp accounts, and management had no visibility into customer communication.
Requirements
- Unified WhatsApp inbox visible to all team members with assignment and routing.
- Automated first-response within 60 seconds of enquiry.
- Follow-up sequences for leads that did not convert immediately.
- Conversation history tied to CRM records with tags and notes.
- Broadcast messages for promotions and updates.
- Read receipts and delivery tracking.
Architecture
- 01WhatsApp Business API with template message approval.
- 02Webhook processing for incoming messages with real-time routing.
- 03React dashboard with conversation view, CRM integration and analytics.
- 04Python service handling message routing, template management and automation triggers.
- 05Postgres for conversation history, contact records and automation state.
Results
- First-response time dropped from manual (varies) to under 60 seconds.
- Lead conversion improved by 35% due to consistent follow-up.
- Team coordination improved - no duplicate responses or missed messages.
- Management now has visibility into all customer communication through the dashboard.
- Broadcast campaigns achieve 85% delivery rates.
Frequently Asked Questions
Does this comply with WhatsApp policies?
Yes - the system uses the official WhatsApp Business API with proper opt-in handling and template message compliance.
How many team members can use it?
Unlimited - the shared inbox scales with your team size.
Can it handle WhatsApp groups?
No - the API supports 1:1 and broadcast messaging. Group management is not available through the API.
Want something similar?
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