To route WhatsApp enquiries well, capture each one as a record, assign it by a simple rule (round-robin, product or region), alert the owner immediately, and set a follow-up reminder. The goal is that no enquiry sits in one person's phone with no owner and no deadline.
The problem
WhatsApp is where many Indian customers want to talk, so enquiries arrive there. But they land in whoever's phone received them, with no assignment, status or reminder. Leads get missed when someone is busy, on leave or leaves the company, and nobody can tell which channel brings real customers.
Step by step
- Capture every enquiry as a record. Use a chatbot or an inbox connected to your CRM so each chat creates a lead with name, number and a short summary.
- Tag the source. Which page, ad or QR code did the customer come from? A pre-filled message in the chat link can carry this.
- Assign with a simple rule. Start with round-robin. Move to rules by product, city or language when you have data.
- Alert the owner at once. A notification the moment a lead is assigned.
- Set a follow-up reminder with a due time.
- Track status. New, contacted, quoted, won, lost. Without status you cannot measure anything.
- Escalate stale leads. If nobody has replied after a set time, tell a manager.
Rules that work for small teams
| Situation | Rule |
|---|---|
| Few salespeople, similar products | Round-robin |
| Different products | Route by product tag |
| Several cities or languages | Route by region or language |
| High-value enquiry | Assign to the senior person and notify a manager |
What you need technically
A way to receive WhatsApp messages in software (the Business Platform through a provider), a place to store leads (a CRM), and a small amount of logic for assignment and reminders. A ready-made CRM can do this, and a custom one can add steps specific to your business. Read custom CRM vs off-the-shelf and see our CRM development service.
Speed also matters: see how fast to reply to a lead.