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WhatsApp for business

WhatsApp CRM

A WhatsApp CRM is software that connects your business number through the WhatsApp Business Platform, so every chat lands in a shared inbox next to the customer's record, owner and history.

Published by Airtime Media · facts checked

What a WhatsApp CRM is

WhatsApp itself stores conversations, not customers. A CRM adds what a business needs around the conversation: who this person is, what they bought, which colleague owns the relationship, what was promised and when to follow up. A WhatsApp CRM does that with WhatsApp as a channel, usually alongside email, Instagram, web chat and calls.

Versus answering on WhatsApp Web

Business app on WhatsApp WebWhatsApp CRM or shared inbox
UsersA few linked devices, no individual loginsNamed agents with roles and permissions
Who answers whatEveryone sees everything; first come, first servedAssignment, round-robin, teams, internal notes
Customer recordPhone number, name, a labelFull contact and deal record, history across channels
AutomationGreeting, away, quick repliesWorkflows, chatbots, triggered templates
ReportingBasic message statisticsResponse times, volumes, outcomes per agent
CostFreeSubscription plus Meta's message fees

Two kinds of product

WhatsApp-first inbox platforms

Built around messaging: a team inbox, broadcast tools, a chatbot builder and a light contact database. Fast to set up and strong on WhatsApp features such as templates, buttons and catalogs. The customer record is simpler than in a full CRM, and most offer connections to the big CRMs.

General CRMs with a WhatsApp channel

A full sales or service CRM where WhatsApp is one more inbox. The right choice when the CRM is already the centre of the business and WhatsApp should simply appear on the contact's timeline. Check the plan: the WhatsApp integration often sits in a paid tier.

Checklist before you pay

  • Is it on the official Business Platform? Look for "Meta Business Partner", "Solution Partner" or the Cloud API. Tools that ask you to scan a QR code to "connect WhatsApp Web" are not, and put the number at risk.
  • How is it priced? Per seat, per contact, per conversation, or a mix. Model your own numbers.
  • Is there a per-message markup on top of Meta's fees?
  • Can you keep using the Business app on the same number (coexistence), if you need that?
  • Which integrations are native: your shop system, calendar, helpdesk, existing CRM.
  • Can you export contacts and conversation history if you leave?

WhatsApp CRM and shared inbox options

  • respond.ioA shared team inbox with CRM-style contact records
    Starter $79 a month, billed yearly; 5 users includedFree trial: 7 days, no credit card
    Start 7-day trialDetails
  • WATISmall teams that want inbox, broadcasts and a bot in one WhatsApp-first tool
    Growth $59 a month billed annually, or $69 monthly; 3 users includedFree trial: 7 days
    Start 7-day trialDetails
  • SleekFlowSales-led teams that sell through chat on several channels
    Pro US$109 a month, billed yearly; 10 users included; plus US$15 a month number hostingFree trial: 7 days, no credit card
    Start 7-day trialDetails
  • KommoA sales CRM built around messaging
    Base $25 per user a month, billed $150 per user for 6 monthsFree trial: 14 days, no credit card
    Start 14-day trialDetails
  • HubSpotBusinesses that already run on HubSpot
    Service Hub Professional from $90 per seat a month on annual commitment ($100 monthly), plus a one-time $1,500 onboarding feeFree trial: 14 days, no credit card
    See pricingDetails
  • HighLevelAgencies and local businesses that want CRM, funnels and messaging in one
    Starter $97 a month, plus a $10 a month WhatsApp add-on per sub-accountFree trial: 14 days; billing starts automatically afterwards
    Start 14-day trialDetails
  • TrengoEuropean support teams with many channels
    Boost €299 a month billed annually (€349 monthly); 10 users and 500 conversations a monthFree trial: 7 days, no credit card
    Start 7-day trialDetails

Every platform side by side: Best WhatsApp Business software.

Questions people ask

Does WhatsApp have its own CRM?

No. The WhatsApp Business app has labels and a business profile, which is as close as it gets. A WhatsApp CRM is third-party software connected to your number through the WhatsApp Business Platform.

Can I connect WhatsApp Web to my CRM?

Not in a way WhatsApp permits. Browser extensions that read WhatsApp Web and copy chats into a CRM work against WhatsApp's terms and see everything in your tab. The supported route is connecting the number to the Business Platform, where the CRM receives messages officially.

Will my team still be able to use the phone app?

Normally a number on the Business Platform is no longer used in the Business app. Meta's coexistence option, offered by some partners, lets one number work in both, with limits: broadcast lists are switched off and the Windows app cannot be a linked device. Check that your vendor supports it before you move.

What does a WhatsApp CRM cost?

Expect a per-user or per-seat subscription, sometimes with a cap on contacts or conversations, plus Meta's per-message fees. The cards below list the entry price of each option as the vendor states it.

Can I see who on my team answered which customer?

Yes. That is the core of a shared inbox: named agent logins, chat assignment, internal notes and reports per agent, none of which exist in WhatsApp Web.

Related guides

Sources

Checked against WhatsApp's own help pages on . WhatsApp changes its apps often; if a menu has moved, the official Help Center has the last word.