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How to manage WhatsApp, IndiaMART, JustDial and website enquiries in one place
Four sources, four apps, and no single answer to “who is still waiting to hear from us?” Here is how to get every enquiry into one list, which sources can flow in by themselves, and the daily routine that keeps it honest.
Say you run an interior design studio in Pune. On a normal Monday you get two WhatsApp messages from an Instagram post, one IndiaMART enquiry for modular kitchens, a JustDial call-back request, and a form submission from your website asking about a 2 BHK. By Wednesday you have spoken to three of them. Which three? And who is the fifth?
The problem is not the number of enquiries. It is that each one lives in a different app, and none of those apps knows about the others.
Why “one place” matters more than any single feature
Every source app has its own list. IndiaMART has its lead manager, JustDial has its own, WhatsApp has chats, your website sends an email. Each list answers “who contacted us here?”. None answers the question that matters: who, across all of them, is due a call today?
When enquiries are spread out, three things go wrong:
- Leads fall between apps. Nobody opens the JustDial app on a busy day, and those enquiries age quietly.
- You cannot compare sources. You pay for a listing but cannot say how many jobs it produced this quarter.
- The team double-handles or no-handles. Two people call the same buyer, or each thinks the other did.
One list, with a next date on every lead, fixes all three. The source apps stay; they just stop being where you keep track.
Step 1: decide what “one place” is
It can be a shared Google Sheet, a register, or a CRM. What matters is that it has these columns, and that the team agrees it is the only list:
- Date received
- Name and phone number
- Source — WhatsApp, IndiaMART, JustDial, Website, Phone call, Referral
- Requirement, in one line (“2 BHK full interiors, Baner, possession Dec”)
- Approximate value in ₹
- Who is handling it
- Stage — new, contacted, site visit, quotation, won, lost
- Next follow-up date and what to do then
The source column and the next-date column are the two people skip. Do not skip them. Without the source you cannot judge your listings; without the date the list is a diary, not a system.
Step 2: connect what can connect
Three of the four common sources can deliver enquiries into a CRM by themselves, so nobody has to retype them.
IndiaMART
IndiaMART can push each new buy-lead to a URL your CRM gives you, so the enquiry appears in your list within moments of arriving. The setup is a few minutes in the IndiaMART seller panel. We walk through it in how to connect IndiaMART leads to your CRM.
JustDial
JustDial can also push enquiries to your CRM, but on JustDial’s side the feature is switched on by their team, not from a settings page. You give your account manager the URL and ask them to enable it. Details in how to get JustDial leads into your CRM.
Your website form
Instead of the form only sending an email, it can post straight into your lead list. Most website builders and developers can do this in an afternoon. See sending your website enquiry form to your CRM.
Step 3: handle WhatsApp and calls by hand, quickly
WhatsApp is where most small-business enquiries in India start, and it is also the hardest to connect. Automatic capture needs the official WhatsApp Business Platform, a verified business number and a provider, and Meta charges for business messages. For most small businesses using the ordinary WhatsApp Business app, the honest answer is: add each new WhatsApp enquiry by hand. The same goes for phone calls.
This sounds like a chore, but it need not be. If adding a lead needs only a phone number and one line, it takes ten seconds. The rule that makes it work:
Before you reply to a new WhatsApp enquiry or put the phone down on a new caller, add them to the list with a next date. Reply after.
If you are comparing the official platform with click-to-chat, we cover the trade-offs in WhatsApp Business API vs click-to-chat.
Step 4: a daily routine that keeps the list honest
A single list only works if it is where you start the day. A routine for a small team:
- Morning, 10 minutes: open the list, filtered to overdue and today. Call the overdue ones first; they have waited longest.
- Through the day: after every call, update the stage and set the next date before moving on. “No answer” gets a retry date, not nothing.
- Evening, 5 minutes: scan for any lead with no next date. Either give it one or mark it lost with a reason.
- Weekly: count leads by source and how many were won. Ten minutes on Saturday is enough.
Step 5: watch for duplicates
The same buyer often enquires in more than one place. An IndiaMART buy-lead may also be sent to several sellers, and a customer who does not hear back may try JustDial next. When the same phone number appears twice, merge the records so there is one history and one next date. Otherwise two people call with two prices, which looks worse than one person calling late.
A worked week for the Pune studio
Monday’s five enquiries go into the list with sources. The IndiaMART and website ones arrive by themselves; the two WhatsApp ones and the JustDial call-back take under a minute to add. Each gets a next date: three for Tuesday, two for Wednesday after the designer is back from site.
On Tuesday morning the list shows three calls. One books a site visit; one wants a rough budget first, so a follow-up is set for Friday with “send kitchen range sheet”; one is not interested and is marked lost, reason “only wanted price”. By the end of the week every one of Monday’s enquiries has either a next date or an outcome. None is simply “somewhere in WhatsApp”.
Doing this in Enkay CRM
In Enkay CRM, from Enkay Technologies, each business gets a private push URL per source under Settings → Integrations for IndiaMART, JustDial and your website form, and the Integrations page logs every incoming enquiry so you can see it arrived. WhatsApp and phone enquiries are added by hand with the source picked from a list; only the phone number is required. Leads from the same number are flagged and can be merged in one click, and the Today screen shows overdue follow-ups above today’s. More on the lead management page.
But the method works on paper too. One list, a source on every row, a date on every open lead. Start this week.
Frequently asked questions
Can WhatsApp enquiries go into a CRM automatically?
Only through the official WhatsApp Business Platform, which needs a verified business number and a provider. With the ordinary WhatsApp or WhatsApp Business app, the practical approach is to add each new enquiry by hand, which takes a few seconds if the CRM only insists on a phone number.
Do I need to stop using the IndiaMART and JustDial apps?
No. Keep them for replying and for the buyer details they show. The point of one list is that the follow-up date lives in one place, not that you stop opening the source apps.
What if the same customer enquires on two platforms?
It happens often, especially with IndiaMART buy-leads. Your list should flag the same phone number so you merge the two instead of calling the customer twice with two different prices.
Can I do this with a shared Google Sheet?
Yes, as long as one person keeps it up and everyone checks it daily. The weak points are that nothing arrives by itself and nothing reminds anyone. It is a good first step, and it makes the later move to a CRM easy.
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