WhatsApp CRM
What breaks when your customers live in one person's WhatsApp?
Read and reply to WhatsApp without leaving the customer's record, and keep the chats when someone leaves.
30 minutes. You choose the day and the time.
- ChatAhmad, 9:12am: "Can I bring the car in on Thursday instead?"From your WhatsApp, on his record
- Your reply"Thursday 10am works. See you then."Typed from the record
- Note"Brake pads quoted S$280."Your team sees it. Ahmad doesn't
- Last activityTodayNot on Inactive over 30 days
One phone
Your customers are in a phone your business doesn't own
Your best salesperson has 300 customer chats on her own phone. When she's on leave, nobody can see what Ahmad was quoted. When she leaves, the chats leave with her.
01On the record
Every chat logged to the customer.
Link your business number and each chat sits on the Chat tab of that customer's record, beside their notes, tasks, appointments and deals. Open the customer and the conversation is right there.
- The newest chat first, with older ones a tap away
- More than one chat? Pick between them on the record
- Group chats show too
- Your business numberLinked. Each chat goes on its customer
02Reply
Reply from the record, without hunting for the chat.
Type your reply on the record, from your business number. Quick replies, photos and files up to 15 MB go from the same box, and a private note goes to your team only.
- Your saved quick replies
- Photos and files up to 15 MB
- Private notes your customer never sees
Can you send the cabinet colours again?
Daniel Tan, 9:40am
03New chats
A new WhatsApp chat files itself as a card.
When someone messages your business number for the first time, a card is made for them with the chat on it. If they're already a customer, the chat is matched to their card by phone number.
- New chats become new cards
- Existing customers matched by number
- Where they came from is set to WhatsApp
- +65 9381 5520, 8:05pmHi, can you do a site visit at my flat in Tampines?First message to your number
04When someone leaves
When someone leaves, the chats stay with you.
The chats live on the customer's record in Palby. Share the inbox and the pipeline with your team, and when someone goes, take their access away and every chat stays where it was.
- Shared with your team to view, use or manage
- Take access away in one place
- The history stays on the record
- Darren YeoShared the inbox and Renovation jobsUse
- Alvin Goh, Chat tabDarren: The tile shop is open Mon from 10am.
05Gone quiet
See who's gone quiet on WhatsApp.
A WhatsApp message, either way, counts as activity on the card. So Inactive over 30 days lists the customers nobody has written to, or heard from, in a month.
- Messages either way count as activity
- Inactive over 30 days, ready on every pipeline
- Next activity due for the ones you promised to call
- Inactive over 30 daysNobody wrote to them, or heard from them, in a month3
And the rest
Details that matter on a busy day
Goes well with
Keep every chat on the customer, not in a phone.
Start with the business number your customers already message.
30 minutes. You choose the day and the time.
Before you link your number
Can you keep using WhatsApp on your phone?
Yes. Your number is linked from your phone, under Settings, then Linked devices, and your phone keeps working as it does today.
No. You link the number you already use, by scanning a QR code once.
Nobody can promise WhatsApp won't act on a number, and WhatsApp's help centre warns that linking through unofficial apps "may put your account at risk". Replies here are typed by you, one at a time, from your own number.
Not Palby CRM. It keeps the chats on the record and tells you who to follow up. To have enquiries answered, see how Palby answers WhatsApp enquiries.
New messages come in from the day you link your number. Ask about older history on the walkthrough, since it depends on how your number is set up.
There's no public price for Palby CRM yet, so you'll get a price for your team on the walkthrough.