Use case
Which CRM if WhatsApp is your main channel?
Many deals start in chat — but rep phones and group threads do not scale and do not audit well. CRM with WhatsApp Business API centralizes history on the customer record, assigns deal ownership, and supports team queues without losing context.
What to require before you buy
- Conversation history linked to contact and deal — not manual export
- Multiple agents with queue, transfer, and permissions
- Approved Meta templates and response-time metrics
- Lead source tracking (campaign, ad, referral) through to close
Generalist CRM vs conversational platform
CRMs like HubSpot, Pipedrive, or Ploomes often integrate WhatsApp via partners (Wati, Respond.io, Treble, etc.). Conversational platforms bring native inbox and bots with a lighter CRM layer. Decide which layer is missing today: mature sales pipeline or scaled chat operations.
- CRM + connector fits: defined funnel and you need WhatsApp inside it.
- Conversational platform fits: high chat volume and first-response automation.
Related reads
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