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Capture new leads automatically as messages arrives and auto-allocate them to preferred contact lists. Use automation rules to subscribe/unsubscribe contacts etc.
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A WhatsApp CRM keeps your customer records where the actual relationship happens: in the chat. Instead of copying conversations into a distant database, the contact profile, tags, lists, and history live right beside the message thread.
hitlchat treats every contact as a first-class record you can segment, enrich with custom fields, and target with campaigns, while your team keeps chatting with them from the shared inbox.
Classic CRMs were built around emails, phone calls, and deal stages. WhatsApp-first businesses hit friction fast:
When WhatsApp is your main channel, the CRM belongs inside the messaging tool, not next to it.
Contact data flows in from the ways you already work, then powers everything else:
The best CRM data is the kind nobody has to type twice — here, the chat and the record are the same screen.
Less admin, better segments, and campaigns that reach people where they reply.
Every person who messages you is already a contact with a phone number and a conversation, not a form fill that went cold.
Tags and lists are directly targetable by broadcast campaigns, so a segment is one step from a send, not an export away.
Custom fields hold the details that matter to your business, then fill template variables so campaigns read one-to-one.
Automations tag, list, and subscribe contacts from what they type, so the database stays current without data entry.
Keep a company CRM? Sync contacts through the developer API or embed the whole inbox inside your CRM as an iframe.
Four simple structures cover almost every way teams organize customers. Knowing which to reach for keeps the data clean.
| Building block | What it is | Reach for it when |
|---|---|---|
| Contact | The person: name, WhatsApp number, opt-in status, and their conversation history | Always; everything else hangs off the contact record |
| Tag | A label a contact can carry many of, applied by hand, by automation, or via the API | Describing people: “VIP,” “interested-in-X,” “spoke-to-sales” |
| List | A named group of contacts, the classic audience container | Building broadcast audiences: newsletter, launch waitlist, past buyers |
| Custom field | A named value stored per contact, usable as a template variable | Business data: order number, plan, city, renewal date |
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last_order field, and all three are usable in the same
broadcast campaign.
How different teams put contacts, tags, and lists to work.
New enquiries get tagged by interest as they chat. Sales works the “hot” tag first, and nobody trawls a spreadsheet to find who asked about what.
Past buyers sit on product lists. When stock lands or a promo runs, the right audience is one broadcast away, personalized by name and last order.
Agents open a chat and see the profile beside it: plan, order history in custom fields, and the notes teammates left last time.
Registrants import from CSV straight onto an event list, complete with per-person fields for reminders that fill themselves in.
Your Botpress or Voiceflow bot qualifies visitors around the clock while automations file each contact under the right tags for follow-up.
Companies standardized on HubSpot or a custom system embed the hitlchat inbox as an iframe and sync records through the API.
The mechanics are all documented: Contacts, Lists, Tags & Custom Fields · Importing from CSV · Embedding the Inbox in Your CRM.
The value of a WhatsApp CRM is the loop it closes. A typical contact's journey through hitlchat:
Each cycle sharpens the data, and the data sharpens the next campaign. That compounding is what a spreadsheet of phone numbers never gives you.
Everything you need to know about using hitlchat as a WhatsApp CRM.
It stores and organizes your customers (contacts, tags, lists, custom fields) inside the same tool your team messages them from, so segmentation, campaigns, and conversations share one database.
Depends on your operation. WhatsApp-first businesses often run entirely on hitlchat. Companies with an established CRM keep it and either sync contacts through the API or embed the hitlchat inbox inside it as an iframe.
Four routes: add them manually, bulk-import a CSV (with tags, lists, and custom fields in the same file), create them via the developer API, or let conversations and automations grow the base as customers message you.
Yes. Broadcast campaigns target lists, tags, or the whole contact base, so any segment you build is immediately usable as a campaign audience.
Standard details plus unlimited business-specific custom fields, such as order numbers, plans, or cities. Fields double as template variables in campaigns and quick messages.
Contacts carry a Subscribed or Unsubscribed status, automations can flip it when someone types a phrase like “STOP,” and unsubscribed contacts are excluded from campaign sends.
Indirectly and automatically: automations react to incoming messages with tagging, listing, and subscribing actions, and the developer API lets your own systems write to contacts programmatically.
Contact capacity scales with plan tier, from solo plans up to Enterprise. Every tier includes the same tags, lists, and custom field tools.
Yes. Contacts export from the app, and the API exposes contacts and conversation listings for your own reporting or backups.
Same platform, two lenses. The bulk messaging tool is the sending side (campaigns, templates, delivery tracking); the CRM side is who you send to and everything you know about them.
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