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A WhatsApp CRM that follows every customer from first message to resolved.
Every WhatsApp conversation that needs follow-up becomes a work item with an owner, a status, a due date and labels. Your team replies, adds notes and closes it from one board, and nothing slips between shifts.
What is a WhatsApp CRM?
A WhatsApp CRM keeps track of the work that comes out of customer chats: the order to check, the quote to send, the refund to approve. In Unecast, each of these is a work item linked to the WhatsApp conversation, with an owner, status, priority, labels and a due date, so your team always knows what is open, who has it and what the customer is waiting for.
How Unecast CRM works
1. A customer messages you
A work item opens on its own from the WhatsApp conversation and lands in New, with the customer and the chat already linked.
2. Your team picks it up
Assign it, set a priority, labels and a due date, and reply on WhatsApp from inside the item. Notes stay internal.
3. It moves to Closed
Move it through In Progress and Waiting to Closed. When the customer writes again, the same item updates, so there are no duplicates.
Every chat becomes one work item, not five.
Work items open automatically from WhatsApp conversations. New messages from the same thread update the existing item instead of creating another one, so the board stays clean.
- Needs reply badges with how long the customer has been waiting.
- Manual items for callbacks, follow-ups and work that starts with you.
- Full history of every status change, note and assignment.
Reply without leaving the work item.
The conversation sits beside the details. Send a WhatsApp reply, add an internal note or pick an approved template in one place.
- 24-hour window aware. When the customer service window is closed, the CRM tells you a template is needed.
- Internal notes your team can see and the customer cannot.
- Contact card with phone, email and last activity.
The 24-hour window is closed: only an approved template can be sent.
See the work the way you need it.
Switch between a board, a sortable list and a calendar of due dates. Quick views and filters show what matters right now.
- Quick views: Mine, Unassigned, Needs reply, Due today and Overdue.
- Filters by status, labels, assignee, channel, priority, due date and contact.
- Search by title, contact, phone number or message text.
Shape it to your business.
The four statuses stay the same for everyone, so history always reads clearly. Everything else is yours.
- Labels in colour families such as commercial, care, escalation and money.
- Up to 20 custom fields on every work item.
- Work-in-progress limits per column, and keyboard shortcuts for fast triage.
Custom fields
Conversations or CRM? You get both.
The Conversations team inbox is where conversations happen. The CRM is where the work from those conversations is tracked until it is done. They share the same contacts and chats.
Conversations
- Every chat in one place, with an owner
- Quick replies, files and website chat
- Best for answering fast
Unecast CRM
- One work item per customer request
- Status, priority, labels and due dates
- Best for following up until it is resolved
Included in every Unecast plan, at no extra cost.
The CRM comes with Starter ($29 a month), Growth ($49) and Scale ($99). Meta's message fees are passed through at zero markup. See plans and pricing.
Frequently asked questions
What is a WhatsApp CRM?
A WhatsApp CRM tracks customer requests that arrive on WhatsApp until they are resolved. In Unecast each request is a work item linked to the conversation, with an owner, status, priority, labels and a due date.
Is the CRM included in my Unecast plan?
Yes. The CRM is included in every Unecast plan at no extra cost.
Do I have to create work items by hand?
No. Work items open automatically from WhatsApp conversations. You can also create one by hand for callbacks, follow-ups or work that starts with your team.
What happens when the customer messages again?
The new messages update the existing work item linked to that conversation. The CRM does not open a second item for the same thread.
Can I reply to customers from the CRM?
Yes. Each work item shows the WhatsApp conversation, where you can reply, add an internal note or send an approved template. If the 24-hour customer service window has closed, the CRM tells you that a template is needed.
What happened to Pipeline?
Pipeline was the beta we launched to learn how teams track work in WhatsApp. Based on that usage and your feedback, it has grown into the full CRM, with work items, a list and calendar view, labels, custom fields, notes and history.
Can I add my own fields and labels?
Yes. Each workspace can define up to 20 custom fields and its own labels. The statuses New, In Progress, Waiting and Closed are the same for every workspace.
Turn WhatsApp chats into work your team finishes.
Book a 30-minute walkthrough. We will show you the CRM board with examples from your own business.