What WhatsApp CRM software does
On the phone app, a customer is a chat thread on one handset. Details get lost when the chat scrolls away, and only the person holding the phone can answer.
A WhatsApp CRM turns that thread into a contact record. Every conversation is kept against the contact, your staff answer from their own login, and you can see who is a new enquiry, who is ready to buy and who has gone quiet.
Contacts with full history
Everyone who messages you becomes a contact. Each contact shows every conversation across WhatsApp, Instagram and Messenger, so an agent picking up a chat can see what was said before.
- Custom fields: record what your business needs, such as city, budget, order number or appointment date.
- Labels: colour-coded tags for sorting, for example VIP, Wholesale or Follow up.
- Import from CSV: phone numbers are cleaned to one format on the way in, so the same customer is not added twice.
- Export: take your contacts out again whenever you want.
- Merge: fold duplicate contacts together without losing their chat history.
- Opt-outs: a customer who replies STOP stays opted out, even after a later CSV import.
Segments for campaigns and automations
Save an audience once and reuse it. A segment can filter by label, custom field, marketing consent, lead type or how recently the customer was last seen.
Use a segment as the audience for a WhatsApp broadcast of an approved template, or as the condition in an automation. Marketing broadcasts should only go to customers who agreed to hear from you.
Leads and sales pipelines
The Leads page is a queue of people worth following up. Each lead can be marked hot, warm, cold, converted, not interested or spam, and keeps the source it came from, such as a click-to-WhatsApp ad or an Instagram comment.
Pipelines are deal boards. Create your own stages, drag a deal from one stage to the next, give it a value, and mark it won or lost. A deal can carry notes and tasks, and automations can set a lead type or update contact fields for you.
A shared inbox and assignment for your team
Staff sign in with their own email and reply from your business number. Nobody needs a second phone or a personal WhatsApp account.
New chats go to an agent or a team such as Sales or Support, round-robin or by rule. Roles decide what each person sees: an agent sees their own conversations, not the whole workspace. Internal notes, quick replies, business hours and reply targets are built in.
The WhatsApp shared inbox page covers the inbox in more detail.
See also:WhatsApp shared inbox
WhatsApp CRM with AI
AI in Chatzyn helps your team rather than acting alone. An agent can ask for a draft reply, a summary of a long thread, a translation or a change of tone, then decide what to send.
The AI can also score a conversation and suggest a lead type. An agent accepts the suggestion in one click; it never converts a lead by itself. A bot can answer common questions from your own FAQs and documents and hand over to a person when it cannot.
AI use is counted in credits you can see, and one workspace switch turns all AI spending off.
Analytics and price
Analytics show conversation volume, first response times, agent activity and campaign results over time, and you can export them.
Chatzyn has a free plan and paid plans in rupees, with a 14-day free trial and no card needed. Plans differ mainly in how many WhatsApp numbers, Instagram accounts and Messenger pages you can connect. See the Pricing page for current prices.
Meta charges separately for template messages it delivers, by category. Replies to a customer who wrote to you in the last 24 hours are service messages, and each business number gets 1,000 free service messages a month.
Questions people ask
What is the best WhatsApp CRM for a small business?
Look for the official WhatsApp Business API, a shared inbox so more than one person can answer, contact records with your own fields, and a fair price for one number. Chatzyn covers all four and has a free plan, so you can try it before paying.
How much does WhatsApp CRM software cost?
Chatzyn has a free plan and paid monthly plans in rupees, with a 14-day free trial and no card needed. See the Pricing page for current prices. Meta also charges per delivered template message, for example ₹0.8631 for a marketing message in India from 1 October 2026.
Can I use a WhatsApp CRM with my existing WhatsApp Business number?
Usually yes. Where Meta makes Coexistence available, you can connect your WhatsApp Business app number and keep using the app on your phone. A personal WhatsApp number cannot be connected.
Can more than one person use the same WhatsApp number?
Yes. Each staff member signs in with their own email and replies from the shared business number. You decide who sees which conversations with roles and assignment.
Can I import my existing customer list?
Yes, from a CSV file. Phone numbers are cleaned to one format and duplicates are matched to existing contacts. Importing a list does not give you permission to send marketing: customers still need to have opted in.
Does the WhatsApp CRM work with Instagram too?
Yes. Instagram DMs, comment replies and story replies, and Facebook Messenger chats, arrive in the same inbox and are kept against the same kind of contact record.
Is there a WhatsApp CRM with AI?
Chatzyn includes AI reply drafts, thread summaries, translation, lead scoring suggestions and a bot that answers from your own material. An agent stays in control of what is sent and which leads are converted.