WhatsApp CRM: your leads, one tap from a chat

The problem: the business runs on one phone

A travel agent in Kochi does most of her selling on WhatsApp. A family asks about a Kashmir package, she sends options, they go quiet, they come back a week later with a different date. Her staff reply from their own phones. When someone is on leave, their chats go with them. And to find last month’s quote for the Menon family she scrolls, and scrolls.

WhatsApp is excellent for talking to customers and poor at keeping track of them. It has no idea which chat is a hot lead, who promised to call back, or which quotation went out at what price. A WhatsApp CRM joins the two: the record of the lead lives in the CRM, and the conversation is one tap away.

What works in Enkay CRM today

One-tap WhatsApp and call

From a lead, from the lead list or from a customer page, tap WhatsApp and a chat opens in your own WhatsApp or WhatsApp Business app, with the customer’s number filled in. No saving the contact first, no copying numbers. The call button works the same way. This is known as click-to-chat, and it uses the WhatsApp account already on your phone.

Documents sent with the message already written

Quotations, invoices and job reports can be sent on WhatsApp from inside Enkay CRM. The chat opens with a short message already written and the link to the document included. You read it, change a word if you like, and press send. The customer opens the link on their phone:

• a quotation they can accept or decline online;
• an invoice with a UPI payment link;
• a job report with the checklist and photos from the visit.

When a customer opens a quotation you shared, Enkay CRM creates a follow-up task, so you know it is a good moment to call.

WhatsApp as a lead source

When an enquiry arrives on WhatsApp, add it as a lead — the phone number is the only required field — and choose WhatsApp as the source. It then gets a follow-up date, a pipeline stage and an owner like any other lead, and your reports show how many enquiries and wins came from WhatsApp.

What is in development

Until then, to be completely clear:

• Enkay CRM does not use the WhatsApp Business API today.
• Incoming WhatsApp messages are not captured into the CRM automatically.
• Chat history is not stored in Enkay CRM; it stays in WhatsApp on the phone that sent it.
• There are no bulk messages, broadcast campaigns or chatbots.
• There are no WhatsApp reminders to your team; reminders are on the Today screen inside the app.

If you are weighing up the official API against click-to-chat, our post on WhatsApp Business API vs click-to-chat explains the difference, the costs and when each one makes sense.

Who it is for

• Businesses whose customers prefer WhatsApp to email, which in India is most of them. Interior designers, travel agents, coaching institutes and service trades especially.
• Teams where each person uses their own WhatsApp. The chat stays on their phone, but the lead, the follow-up date and the quotation live in Enkay CRM, visible to the owner.
• Anyone who sends quotations and invoices as PDFs on WhatsApp today and loses track of which version went where.

A simple way to work today

Until the shared inbox arrives, this is the routine that works well with Enkay CRM and your existing WhatsApp:

1. When a new enquiry arrives on WhatsApp, add it as a lead straight away, with WhatsApp as the source and a line about what they want.
2. Reply from the lead using the WhatsApp button, so you are always messaging the number on record.
3. After each conversation, set the next follow-up date and add a short note of what was agreed. The chat stays on the phone; the decision lives in the CRM.
4. Send prices as an Enkay CRM quotation link rather than a PDF, so you know when it is opened and the customer can accept it on their phone.

Which plan includes it

One-tap WhatsApp and call from leads and customers work on every plan, including Free.

Sending quotations, invoices and job reports on WhatsApp needs the Business plan (₹499 a month or ₹4,990 a year, unlimited users), since that is where quotations, invoices and jobs live.

The Business + WhatsApp plan (₹999 a month) is in development. Enkay Technologies will open it when the shared inbox is ready, not before. See pricing for what is live on each plan.

Frequently asked questions

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