AI & Automation · CRM & WhatsApp Automation
Every enquiry recorded in the CRM, every follow-up sent with consent.
We connect your CRM and WhatsApp so new enquiries are logged, routed and followed up automatically, and a person takes over the moment a conversation needs one. Messaging only goes to people who have opted in, using templates approved for WhatsApp.
The gap
Enquiries arrive on WhatsApp, while the records live in the CRM
Conversations nobody logged
A promising chat sits in one person’s phone and the CRM shows nothing about it.
Follow-up that depends on memory
Reminders are manual, so response time varies with who is busy.
Automation without guardrails
Bulk or unsolicited messaging risks complaints and account restrictions. Automation should follow consent and platform rules.
The workflow
From first enquiry to a human conversation
Each step writes back to the CRM, so the record always shows where the lead stands.
What is included
The connection between your CRM and WhatsApp
Lead capture and matching
Website forms and click-to-chat entries create or update CRM records, matching existing contacts to avoid duplicates.
Consent and opt-in handling
Opt-in wording, timestamps and opt-out handling stored against each contact.
Lead routing
Rules that assign new leads to the right person or team by source, product or location.
Follow-up automation
Template-based messages and reminders sent on a schedule and stopped automatically when the lead replies.
CRM synchronisation
Message status and key conversation events written back to CRM fields and activity history.
Escalation to a person
Clear triggers for passing the conversation to a human, with context so they do not start cold.
Deliverables
What you receive, and what to know first
You receive
- Workflow diagram and message map
- Opt-in and opt-out handling rules
- WhatsApp message templates prepared for approval
- CRM field and status mapping
- Configured automations and test records
- Handover notes for your team
Boundaries
- WhatsApp must approve message templates, and its policies can change. We design within current rules but do not control approval.
- We message only people who have opted in. We do not set up unsolicited or bulk messaging.
- Automation handles routine steps. It does not replace talking to your customers.
- CRM licences and WhatsApp Business Platform access are held with those providers and are separate from our work.
How it works
How the integration is built
We test with realistic conversations before anything is switched on for customers.
Map the current flow
How enquiries arrive, who responds and where records are kept today.
Design consent and messages
Opt-in wording, template content and the rules for when each message is sent.
Connect CRM and WhatsApp
Fields, statuses and triggers are configured and linked.
Test with real scenarios
Opt-in, reply, opt-out and handoff paths are tested end to end.
Hand over and review
Your team is walked through the setup and we review it after an agreed period.
Questions
Common questions
Do I need the WhatsApp Business Platform?
Automated templates and CRM integration generally use the WhatsApp Business Platform. We confirm what your setup needs in the first step.
Can it message my existing contact list?
Only people who have consented to be contacted on WhatsApp. We will not set up messaging to lists without that consent.
Which CRMs can it connect to?
That depends on the CRM and its integration options. We check this before agreeing scope.
How is this different from WhatsApp Business Systems?
That page covers the broader messaging setup: team inboxes, templates and records. This one focuses on linking WhatsApp to CRM records and automating follow-up.
Related services
Often considered alongside
Want enquiries followed up without losing the personal touch?
Tell us which CRM you use and how enquiries reach you. We will reply with how we would set it up.