Introducing Unecast CRM: a full WhatsApp CRM, included in every plan

In short

• Unecast CRM tracks the work that comes out of WhatsApp chats, from the first message to resolved.
• It replaces Pipeline, the beta we launched to learn how teams follow up on WhatsApp.
• It is included in every plan, Starter, Growth and Scale, at no extra cost.

See the full feature tour on the Unecast CRM page.

From Pipeline beta to a full CRM

We launched Pipeline as a beta to see how teams move customer chats forward and where they get stuck. Your usage and feedback showed a clear pattern: teams needed more than stages on a board. They needed one place to see who owns a request, what the customer is waiting for, when it is due and what has already been said.

Unecast CRM is the result. Every customer request is now a work item, linked to its WhatsApp conversation, with an owner, status, priority, labels and a due date. We will keep improving it based on what you tell us.

What is new

• Work items from WhatsApp, automatically. A conversation that needs follow-up opens a work item on its own. New messages in the same thread update that item instead of creating another one.
• Four clear statuses. New, In Progress, Waiting and Closed, the same for every team, so history always reads the same way.
• Board, list and calendar. Scan the board, sort the list, or plan by due date in a month, week or day calendar.
• Reply from the work item. The WhatsApp conversation sits beside the details. Reply, add an internal note or send an approved template. When the 24-hour customer service window is closed, the CRM tells you a template is needed.
• Needs-reply tracking. Cards show when the customer sent the last message and how long they have been waiting.
• Labels, custom fields and limits. Labels grouped into colour families, up to 20 custom fields per workspace, and work-in-progress limits per column.
• Filters and quick views. Mine, Unassigned, Needs reply, Due today and Overdue, plus filters by status, labels, assignee, channel, priority, due date and contact.
• Notes and history. Internal notes your customer never sees, and a history of every status change, note and assignment.
• Keyboard shortcuts. Switch views, create items, move between items and change status without leaving the keyboard.

How it works

1. A customer messages your WhatsApp number. A work item opens in New, linked to the conversation.
2. Someone on your team assigns it, sets a priority, labels and a due date, and replies from the item.
3. The item moves to In Progress, to Waiting while you wait on the customer or another team, and to Closed when it is done.

Callbacks and follow-ups that start with your team can be added by hand.

Pricing

Unecast CRM is included in every Unecast plan at no extra cost: Starter ($29 a month), Growth ($49) and Scale ($99). Meta's WhatsApp message fees are passed through at zero markup. See plans and pricing.

Get started

Already a Unecast customer? Open CRM from the menu in your workspace. New to Unecast? Create your account or book a demo and we will walk you through it.

Frequently asked questions