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WhatsApp Business

Keep the conversation where customers are.

Collect enquiry details, share useful options and keep the conversation attached to the customer record. Connect WhatsApp Business to SMBcrm so your team can follow up with the context it needs.

Paid WhatsApp setup required. Marketing templates and calling are subject to regional eligibility.

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Forms, templates and call history

Make the next message
more useful.

  1. Collect the details inside chat

    Build a WhatsApp Flow for an enquiry or intake form. Customers complete it inside WhatsApp, and supported answers map to CRM contact fields for your team to use in follow-up.

  2. Show options in a swipeable message

    Use a media carousel template to present images or videos with buttons for each offer. Carousels are marketing templates, so destination restrictions apply, including the current pause for U.S. numbers.

  3. Start with a template

    Browse the template library by purpose, industry or language. Preview a starting point, adapt its wording and variables, then submit your version to Meta for approval.

  4. Keep a record of the call

    For eligible numbers with WhatsApp Calling enabled, turn on recording and transcription. Completed recordings and processed transcripts appear with the contact’s messages in Conversations. Configure the recording announcement before use.

Plan the customer conversation

Give your team the details to follow up.

Service enquiries

Ask customers for the details your team needs to prepare a quote. Map the form answers to contact fields so the next person has the context.

Offer comparisons

Show several options in one carousel for eligible destinations. Link each card to the relevant page and review the message before sending.

Customer handoffs

Review a recorded call and its transcript when another team member takes over. Check important details against the audio before acting on them.

WhatsApp requires a separate subscription and connected account. Review message approval and destination rules before sending. For requests to your internal assistant, see Ask AI.

Connection and eligibility

WhatsApp questions

What do I need to connect WhatsApp?

A paid WhatsApp subscription and a connected WhatsApp Business account are required. Complete number onboarding and check staff permissions before using templates or Flows. Messaging and calling charges are separate from the base CRM subscription.

Can customers submit forms without leaving WhatsApp?

Yes. WhatsApp Flows presents the form inside the conversation. Map supported fields to contact data, review the submission, and configure any follow-up workflow. The template used to send the Flow must be approved before use.

Are library templates already approved for my business?

No. The library provides starting content. Customize the message and variables, preview it, and submit your version to Meta. An approved, active template is required for template sending.

Can I send media carousels to U.S. customers?

WhatsApp carousels use marketing templates. Meta currently pauses marketing-template delivery to U.S. phone numbers. Eligible utility and authentication templates and replies within the customer service window remain separate options. Check destination rules before planning a campaign.

Does WhatsApp Calling work with every connected number?

No. Calling is an available beta with number eligibility and regional limits. It requires an eligible connected number and does not support WhatsApp Coexistence. Business-initiated calling is unavailable in some countries, including the U.S. and Canada. Confirm the number and intended call direction during setup.

Where do recordings and transcripts appear?

After processing, they appear in the contact’s Conversations history. Enable recording and transcription for the WhatsApp number and configure the consent announcement. Standard phone-call recording uses separate settings.

Does this include Ask AI through WhatsApp?

Ask AI Dispatch is a separate feature for sending requests to your assistant. This page covers customer messaging, forms, templates and eligible WhatsApp calls. Ask AI access and usage have their own setup and billing.

60-day money-back guarantee

Plan your WhatsApp customer experience.

Tell us how your customers use WhatsApp. We’ll review the connection, message types and follow-up your business needs.

Get Started Schedule a Demo

  1. 60-day money-back guarantee

    Eligible Startup and Professional initial subscription fees only. Usage and add-ons are excluded. Read the refund terms.

  2. No setup fees

    Plan your setup with training and support

  3. Monthly or annual billing

    Monthly plans renew each month, and you can cancel before the next renewal. Annual plans are paid upfront for the year.