WhachatCRM User Guide
Complete Feature Documentation & Instructions
1. Product Overview
WhachatCRM is a comprehensive WhatsApp-first Customer Relationship Management (CRM) platform designed for small businesses, sales teams, and customer support departments. It transforms your WhatsApp Business conversations into an organized, trackable, and automated sales pipeline.
Core Value Proposition: Turn chaotic WhatsApp conversations into organized sales opportunities with CRM features, automation, and AI assistance.
Who Is WhachatCRM For?
- Sales Teams: Managing inbound leads from WhatsApp
- Customer Support Teams: Handling customer inquiries efficiently
- Small Business Owners: Running operations via WhatsApp
- Real Estate Agents: Following up with property inquiries
- E-commerce Stores: Managing orders and customer questions
- Service Providers: Booking appointments and consultations
2. Unified Inbox
What It Does
The Unified Inbox consolidates all your customer conversations from multiple channels into a single, organized dashboard. Instead of switching between apps, you manage everything in one place.
Key Benefits:
- Never miss a message across any channel
- See all conversations at a glance with priority indicators
- Reduce response time by eliminating app-switching
- Team members can see and manage shared conversations
How It Works:
- Connect your WhatsApp Business account via Twilio or Meta Cloud API
- All incoming messages appear in real-time in your Inbox
- Conversations are sorted by most recent activity
- Unread messages show a green badge with count
- Click any conversation to open the full chat view
Scenario: A customer messages you on WhatsApp asking about product availability. The message appears instantly in your Unified Inbox with an unread badge. You click to open, respond, and the conversation is now tracked in your CRM with full history.
Supported Channels
- WhatsApp Business (Primary)
- SMS / Text Messages
- Telegram
- Instagram DMs
- Facebook Messenger
- Website Live Chat
- TikTok (Lead Intake)
3. Smart Channel Features
WhachatCRM includes intelligent multi-channel capabilities that go beyond simple message management. These smart features ensure you never lose a lead and can engage customers on their preferred platform.
Smart Channel Handoff
What It Does
Smart Channel Handoff automatically detects when a customer conversation would be better served on a different channel and facilitates a seamless transition. For example, moving from Instagram DM to WhatsApp for richer media support or from TikTok to WhatsApp for direct conversation.
Key Benefits:
- Seamlessly move conversations to the best channel for each situation
- Preserve full conversation context during channel transitions
- Improve customer experience with appropriate channel matching
- Enable richer interactions (images, documents, payments) on WhatsApp
How It Works:
- Customer initiates contact on any supported channel (Instagram, TikTok, Facebook, etc.)
- System captures their information and conversation context
- When appropriate, offer to continue on WhatsApp for better service
- Customer clicks link to open WhatsApp with pre-filled context
- Full conversation history is preserved and linked in your CRM
Scenario: A customer comments on your TikTok video asking about pricing. Your team responds with an automated message that includes a WhatsApp link. When they click it, WhatsApp opens with a pre-filled message, and the conversation continues seamlessly. Your CRM shows the full journey from TikTok to WhatsApp.
Automatic Fallback
What It Does
Automatic Fallback ensures your messages reach customers even when the primary channel fails. If WhatsApp delivery fails, the system automatically attempts delivery via SMS or email, ensuring critical messages always get through.
Key Benefits:
- Never lose a customer due to delivery failures
- Automatic retry logic handles temporary outages
- Multi-channel fallback ensures message delivery
- Transparent logging shows delivery path
How It Works:
- You send a message via WhatsApp (primary channel)
- System monitors delivery status in real-time
- If delivery fails (network issue, blocked, etc.), system waits briefly
- Automatic retry on WhatsApp first
- If still undelivered, falls back to SMS (if phone available)
- Finally falls back to email (if email available)
- Delivery status and fallback path logged in conversation
Scenario: You send an appointment reminder via WhatsApp. The customer's phone is temporarily offline. The system retries, then sends via SMS as fallback. Customer receives the reminder and confirms their appointment. You see in the CRM that the message was delivered via SMS fallback.
TikTok Lead Sync
What It Does
TikTok Lead Sync captures leads from your TikTok presence and brings them directly into your WhachatCRM. Comments, DMs, and form submissions from TikTok are automatically synced as new leads, ready for your team to follow up.
Key Benefits:
- Capture leads from one of the fastest-growing social platforms
- Instant notification when new TikTok leads come in
- Automatic lead creation with captured information
- Seamless handoff to WhatsApp for continued conversation
- Track TikTok lead sources and conversion rates
How It Works:
- Connect your TikTok Business account in Integrations
- Configure which interactions to capture (comments, DMs, lead forms)
- When someone engages on TikTok, a new lead is created in your CRM
- Lead includes their TikTok handle, the content they engaged with, and their message
- Auto-tag as "TikTok Lead" for easy filtering
- Your team can respond with a WhatsApp link to continue the conversation
Scenario: You post a video showcasing your product. Someone comments "How much is this?" Within seconds, a new lead appears in your CRM tagged "TikTok Lead" with their username and comment. Your team sends an automated reply with your WhatsApp link. The prospect clicks, opens WhatsApp, and starts a real conversation with your sales team.
Supported Lead Sources
- TikTok Comments: Capture interested commenters as leads
- TikTok DMs: Direct messages synced to your inbox
- TikTok Lead Forms: Native TikTok lead generation forms
- Instagram Comments & DMs: Full Instagram engagement capture
- Facebook Messages: Messenger conversations synced
- Website Widget: Website visitor leads
4. Chats & Conversations
What It Does
The Chats section is your main workspace for managing individual customer conversations. Each chat includes the full message history, customer notes, tags, pipeline stage, and follow-up reminders.
Key Benefits:
- Full conversation history preserved forever
- Add private notes visible only to your team
- Tag conversations for easy filtering (Hot, New, Quoted, etc.)
- Track deals through your sales pipeline
- Set follow-up reminders so no lead falls through the cracks
How It Works:
- Select a conversation from the left sidebar
- View the full message history in the center panel
- Type and send messages directly from the interface
- Use the right panel to add notes, change tags, or set follow-ups
- Move customers through pipeline stages (Lead → Contacted → Proposal → Negotiation → Closed)
Scenario: A potential customer inquires about your services. You tag them as "Hot Lead," add a note "Interested in premium package, budget $5,000," set a follow-up for tomorrow, and move them to "Proposal" stage. When you follow up the next day, all context is right there.
Available Tags
- New: Fresh lead, not yet contacted
- Hot: High-interest, priority follow-up
- Quoted: Sent pricing or proposal
- Paid: Customer has made payment
- Waiting: Awaiting customer response
- Lost: Did not convert
Pipeline Stages
- Lead: Initial inquiry received
- Contacted: First response sent
- Proposal: Pricing/quote provided
- Negotiation: Discussing terms
- Closed: Deal won or lost
5. Follow-ups & Task Management
What It Does
The Follow-ups feature helps you never forget to reach out to a customer. Set reminders for specific dates, and the system shows you all pending follow-ups in one organized view.
Key Benefits:
- Automated reminders prevent leads from going cold
- Visual calendar view of all scheduled follow-ups
- One-click access to the conversation
- Reduce lost revenue from forgotten leads
How It Works:
- In any chat, click the calendar icon or select a quick option (Tomorrow, 3 Days, 1 Week)
- Or pick a specific date from the date picker
- Follow-ups appear in the Follow-ups page sorted by due date
- Overdue follow-ups are highlighted in red
- Click any follow-up to jump directly to that conversation
Scenario: A customer says "Let me discuss with my partner and get back to you." You set a follow-up for 3 days. Three days later, you see the reminder, open the conversation, and send a friendly check-in message.
6. Chatbot Builder
What It Does
The Chatbot Builder is a visual, drag-and-drop tool for creating automated conversation flows. Build bots that handle FAQs, qualify leads, collect information, and route conversations to the right team members.
Key Benefits:
- 24/7 automated responses even when you're offline
- Qualify leads before they reach your team
- Collect customer information (name, email, requirements)
- Reduce repetitive questions with automated FAQs
- No coding required - visual drag-and-drop interface
How It Works:
- Navigate to Chatbot in the sidebar
- Create a new flow or edit an existing one
- Add nodes: Welcome Message, Questions, Delays, Actions
- Connect nodes to create conversation paths
- Set triggers (keywords, first message, button clicks)
- Activate the bot when ready
Scenario: A new customer messages "Hi" at 2 AM. Your chatbot responds with a welcome message, asks what they're interested in, collects their email, and says "Our team will contact you within 24 hours." When you wake up, you have a qualified lead with all their details ready.
Node Types
- Send Message: Send text, images, or documents
- Ask Question: Present options and branch based on answers
- Wait/Delay: Pause before the next message
- Action: Tag conversation, assign to team member, update pipeline
7. Workflows & Automation
What It Does
Workflows automate repetitive tasks based on triggers and conditions. When something happens (trigger), the system automatically performs actions without your intervention.
Key Benefits:
- Save hours of manual work each week
- Ensure consistent processes for every customer
- Respond instantly even when you're busy
- Automatically organize and route conversations
How It Works:
- Go to Automation in the sidebar
- Create a new workflow
- Choose a trigger (new message, keyword, tag change, etc.)
- Add actions (send message, assign, tag, move pipeline)
- Set conditions if needed (business hours only, specific tags)
- Activate the workflow
Scenario: You create a workflow: "When a message contains 'pricing', automatically tag as 'Hot Lead' and send a message with your price list PDF." Now every pricing inquiry gets an instant response with the information they need.
Available Triggers
- New message received
- Message contains keyword
- Tag is added/removed
- Pipeline stage changes
- Follow-up is due
Available Actions
- Send a message or template
- Add or remove a tag
- Assign to team member
- Move to pipeline stage
- Set a follow-up reminder
- Send webhook to external system
8. Message Templates
What It Does
Message Templates are pre-approved messages you can send to customers outside the 24-hour WhatsApp messaging window. Perfect for re-engaging cold leads, sending promotions, or appointment reminders.
Key Benefits:
- Re-engage customers after the 24-hour window expires
- Send consistent, professional messages
- Comply with WhatsApp Business policies
- Smart Retargeting shows contacts ready for templates
How It Works:
- Templates must be created and approved in your WhatsApp provider (Meta or Twilio)
- Click "Sync Templates" in WhachatCRM to import approved templates
- Go to "Smart Retargeting" tab to see contacts outside the 24-hour window
- Select a template and send to re-engage
- Fill in any variable fields (customer name, appointment time, etc.)
Scenario: A customer inquired 3 days ago but never responded to your quote. They're now outside the 24-hour window. You go to Smart Retargeting, see their name, select "Follow Up - Quote Reminder" template, and send. They receive your message and respond, reopening the conversation.
Template Categories
- Marketing: Promotions, offers, announcements
- Utility: Order updates, appointment reminders
- Authentication: OTP codes, verification
What It Does
The Website Widget adds a WhatsApp chat button to your website. Visitors click it to start a conversation on WhatsApp, which then appears in your WhachatCRM inbox.
Key Benefits:
- Convert website visitors into WhatsApp leads
- Capture leads 24/7 from your website
- Pre-filled messages help qualify leads instantly
- Customizable design to match your brand
How It Works:
- Go to Website Widget in the sidebar
- Customize the button appearance (color, position, icon)
- Set a welcome message or pre-filled text
- Copy the embed code
- Paste the code into your website's HTML (before </body>)
- Widget appears on your site, clicking opens WhatsApp
Scenario: A visitor browses your website and sees the green WhatsApp button in the corner. They click it, WhatsApp opens with a pre-filled message "Hi! I'm interested in your services." They send it, and the conversation appears in your inbox tagged as a website lead.
10. Integrations
What It Does
Integrations connect WhachatCRM to your other business tools. Sync leads with your CRM, receive notifications in Slack, update spreadsheets automatically, and more.
Key Benefits:
- Eliminate manual data entry between systems
- Keep all your tools in sync automatically
- Trigger actions in other apps when events happen
- Build custom workflows with webhooks
How It Works:
- Go to Integrations in the sidebar
- Browse available integrations
- Click Connect and follow the setup instructions
- Configure what data to sync and when
- Test the integration to ensure it works
Available Integrations
- Shopify: Sync orders and customer data
- HubSpot: Two-way CRM sync
- Salesforce: Lead and contact sync
- Stripe: Payment notifications and invoicing
- Calendly: Appointment booking confirmations
- Google Sheets: Export leads to spreadsheets
- Slack: New message notifications
- Webhooks: Connect to any custom system
Scenario: You connect Shopify. When a customer places an order, WhachatCRM automatically sends them a WhatsApp message with order confirmation and tracking link. No manual work required.
11. AI Brain PRO
What It Does
AI Brain is your intelligent assistant that helps you respond faster, qualify leads automatically, and create automations using plain English. It learns your business context to provide relevant suggestions.
Key Benefits:
- Get AI-suggested replies tailored to your business
- Automatically extract lead information from conversations
- Create workflows by describing them in plain English
- Summarize long conversations instantly
- Reduce response time significantly
How It Works:
- Go to AI Brain in the sidebar to configure
- Add your business knowledge (services, FAQs, booking links)
- Choose AI mode: Suggest Only or Full Auto
- Set your AI persona (Professional, Friendly, Casual)
- In chats, click the AI button to get reply suggestions
- Click to use the suggestion or edit before sending
Scenario: A customer asks about your return policy. You click the AI Suggest button. AI Brain reads the conversation, checks your business knowledge for return policy info, and generates a perfect response. You review it, click "Use," and send in seconds.
AI Features
- Reply Suggestions: Context-aware response recommendations
- Lead Qualification Score: AI assigns a 0-100 score based on buying intent
- Lead Data Extraction: Automatic extraction of name, email, phone, budget
- Tone Selection: Neutral, Friendly, Professional, or Sales-focused responses
- Automation Builder: Describe workflows in plain English
- Conversation Summaries: Quick overview of long chats
Lead Qualification Score (0-100)
What It Does
AI Brain analyzes each conversation and assigns a Lead Qualification Score from 0 to 100. This score indicates how likely the lead is to convert into a paying customer, helping you prioritize your time and focus on high-value prospects.
Key Benefits:
- Instantly identify hot leads worth your immediate attention
- Prioritize follow-ups based on conversion likelihood
- Stop wasting time on low-quality leads
- Data-driven sales prioritization
- Automatic scoring - no manual assessment needed
How It Works:
- AI reads the conversation in real-time
- Analyzes buying signals: urgency, budget mentions, decision timeline
- Considers negative signals: price objections, "just looking," competitor mentions
- Assigns a score from 0-100 based on weighted factors
- Score updates as the conversation progresses
- High-scoring leads can trigger automatic notifications or tags
Score Ranges Explained
- 90-100 (Hot): Ready to buy. Mentioned budget, timeline, or asked how to proceed. Prioritize immediately.
- 70-89 (Warm): Strong interest shown. Asked detailed questions, compared options, or requested pricing. Follow up within 24 hours.
- 50-69 (Interested): Genuine interest but needs nurturing. Asked general questions, browsing options. Add to nurture sequence.
- 30-49 (Cool): Low engagement or early stage. May be researching or not the decision-maker. Monitor and check back later.
- 0-29 (Cold): Minimal buying signals. Spam, wrong number, or clearly not interested. Low priority.
Scenario: Three new leads message you. Lead A asks "What's the price?" (Score: 55). Lead B says "I need this for my event next week, what's included?" (Score: 82). Lead C says "Just browsing, thanks" (Score: 25). You immediately focus on Lead B first, then Lead A, knowing exactly where to spend your time.
Scoring Factors
- Positive Signals (+points):
- Mentions specific budget or price range
- Asks about availability or booking
- Provides timeline ("need it by Friday")
- Asks detailed product/service questions
- Requests quote or proposal
- Shares contact information proactively
- Mentions referral source
- Negative Signals (-points):
- Says "just looking" or "not now"
- Mentions competitor they're happy with
- Price objections without counter-offer
- Unresponsive to follow-ups
- Vague or non-committal responses
AI Modes
- Off: AI features disabled
- Suggest Only: AI suggests, you review and send
- Full Auto: AI responds automatically with guardrails
12. Team Management
What It Does
Team Management allows you to add team members, assign roles, and distribute conversations. Multiple people can manage your WhatsApp communications together.
Key Benefits:
- Scale your support with multiple team members
- Assign conversations to the right person
- See who's working on what in real-time
- Role-based permissions for security
How It Works:
- Go to Settings → Team
- Invite team members by email
- Assign roles (Admin, Member)
- In conversations, use the Assign dropdown to assign to team members
- Team members see their assigned conversations
- Use Team Inbox view to see all team conversations
Scenario: You have a sales team of 3 people. A new lead comes in and is automatically assigned to the team member with the fewest open conversations. They respond and work the lead through the pipeline. If they're out, another team member can see and take over.
Roles
- Admin: Full access, can manage team and billing
- Member: Can view and manage assigned conversations
13. Settings & Configuration
What It Does
Settings is your control center for configuring your WhachatCRM account, connecting WhatsApp providers, setting business hours, and managing notifications.
Key Settings Sections
WhatsApp Connection
- Connect via Twilio or Meta Cloud API
- Enter your credentials (SID, Auth Token, Phone Number)
- Test connection to verify
- View connection status
Business Hours
- Set your operating hours for each day
- Configure away messages for after-hours
- Auto-replies can respect business hours
Auto-Reply
- Enable automatic responses to new messages
- Customize the welcome message
- Set different messages for business hours vs after-hours
Notifications
- Email notifications for new messages
- Browser push notifications
- Slack integration for team alerts
Scenario: You set business hours as 9 AM - 6 PM, Monday to Friday. A customer messages at 8 PM. They receive an auto-reply: "Thanks for reaching out! We're currently closed but will respond first thing tomorrow morning."
14. Lead Scoring & Tagging
How Lead Scoring Works
Lead scoring in WhachatCRM is an automated process where the AI analyzes conversation context to determine lead quality and interest levels. This helps you focus on high-value conversations first.
How to use Lead Scoring:
- Automatic Extraction: As you chat, the AI detects intent (pricing, booking, technical questions).
- Visual Tags: Leads are automatically tagged (e.g., "Hot Lead", "Warm", "New") based on their score.
- Real-time Updates: Watch for the ✨ Sparkle icon in the chat window—it indicates the AI has updated lead details.
The Lead Details Panel
The Lead Details panel is your central hub for lead information during a conversation. It's located on the right side of the screen on desktop and at the bottom on mobile.
- Status Tags: Manually or automatically categorize leads.
- Pipeline Stages: Track where a lead is in your sales funnel.
- Follow-up Reminders: Set smart reminders so you never forget to reach out.
- Notes: Add persistent notes about the lead that your entire team can see.
Lead Scoring & AI Tags
WhachatCRM automatically identifies high-value leads by analyzing conversation context. This allows your team to prioritize follow-ups and focus on the deals most likely to close.
Key Indicators
- Hot Lead: Strong intent to buy or high engagement
- Warm: General interest but needs more nurturing
- New: Initial contact, yet to be qualified
Getting Started Checklist
- Create Account: Sign up at whachatcrm.com
- Connect WhatsApp: Go to Settings → Connect your Twilio or Meta account
- Test Connection: Send a test message to verify
- Set Business Hours: Configure when you're available
- Create Auto-Reply: Set up welcome messages
- Add Team Members: Invite your team (if applicable)
- Build First Chatbot: Create a simple FAQ bot
- Add Website Widget: Install on your website
- Configure AI Brain: Add business knowledge (Pro only)
Need Help?
Visit our Help Center at whachatcrm.com/help for detailed guides, video tutorials, and FAQs.
Contact Support: support@whachatcrm.com
© 2026 WhachatCRM. All rights reserved.
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