WhatsApp CRM
A WhatsApp CRM is a contact management system in which WhatsApp is the primary interaction channel: every customer has a record with data, tags, notes and the entire conversation history, and from that record you launch messages, campaigns and automations. It can be a native platform or the integration between a traditional CRM and the Business API.
The defining features: a centralized address book with custom fields, tags for segmenting, a unified conversation history even with multiple agents, and sends triggered directly from segments, for example all customers with a certain tag. Import typically happens from CSV files or integrations; data quality, with numbers in international format and recorded consents, determines how well later campaigns perform.
Compared to a classic CRM oriented around email and pipelines, a WhatsApp CRM is built around the conversation: data is born in the chat, because a new number that writes in creates the contact, and every message updates the record. Meta's rules remain the perimeter: campaigns only with approved templates and opt-in, free-form replies within the 24-hour window. Integration with external systems happens via API or webhook.
SendApp brings together address book, tags, custom fields and history in a native conversational CRM: segments feed directly into campaigns and automations, on the same screen as the chats.
Frequently asked questions
From theory to practice
Everything you read in this glossary can be done with SendApp: try it free, no credit card required.