What whatsapp & sms does
WhatsApp & SMS brings mobile messaging into the CRM, so reps engage leads and customers on the channels where they actually respond — with every message logged against the record. Reminders, follow-ups, and promotions go out from the CRM using templates, and replies land back on the same timeline as calls and emails.
When messaging happens on reps' personal phones, the business has no record of what was promised, no way to continue a conversation when a rep leaves, and no path to scale outreach beyond one person's thumbs. Meanwhile, leads who ignore three emails often answer a WhatsApp message in minutes — teams that keep messaging outside the CRM leave their highest-response channel unmanaged.
How it works in HelloGrowthCRM
Messaging lives in the Communication area and on every lead, contact, and deal record. Reps send WhatsApp and SMS messages from the record using approved templates, and conversations log to the activity timeline. It is available from the Software Only plan onward, and pairs with templates, campaigns, and automation for execution at scale.
It combines naturally with the dialer — unanswered calls can trigger a message — with sequences for multi-step follow-up flows, and with campaigns for broadcasts to segments. Everything lands on the same record timeline as email and calls.
Try WhatsApp & SMS — message contacts, use templates, broadcast
How this capability is packaged by plan
| Plan | Availability |
|---|---|
| Free Forever | |
| Software Only | |
| Growth Engine | |
| RevOps Partner |
Setting it up — step by step
- 1
Connect your channels
Set up WhatsApp and SMS for your business numbers so messaging runs through the CRM, not personal phones.
- 2
Create message templates
Build templates for follow-ups, reminders, and confirmations so common messages send in seconds and stay on-brand.
- 3
Set usage rules
Agree when the team messages versus calls or emails, and how quickly inbound replies must be answered.
- 4
Wire into follow-up flows
Add messaging steps to your follow-up automation so unresponsive leads get a channel switch, not more silence.
- 5
Monitor response rates
Review reply rates by template monthly and cut or rewrite the messages nobody answers.
Who uses whatsapp & sms
Sales rep
Sends a WhatsApp follow-up when calls go unanswered, confirms meetings by message the morning of, and keeps every exchange on the record so the conversation survives beyond their phone.
SDR/telecaller
Works high-volume follow-up queues using templates — a personalised message in seconds instead of a minute — and picks up inbound replies from the CRM so no response goes unanswered overnight.
Founder/owner
Moves customer messaging off personal phones onto business channels, so the customer relationship belongs to the company and conversations continue seamlessly when staff change.
WhatsApp & SMS in practice — industry examples
Salons
A salon sends appointment confirmations and day-before reminders by WhatsApp from templates, cutting no-shows. Lapsed clients — no visit in eight weeks — get a friendly rebooking message, and replies land in the CRM where the front desk books the slot immediately.
Gyms
A gym messages trial members mid-trial to check in and again before expiry with a joining offer. Renewal reminders go out by SMS a week before membership lapses, and every response logs against the member's record for the sales team to follow up.
Jewellery
A jewellery store messages customers when a requested design arrives, sends festival-season previews to past buyers, and follows up quotes for bridal sets by WhatsApp — where photos of the actual pieces get responses that plain email quotes never did.
Common mistakes to avoid
Letting reps keep messaging from personal WhatsApp, so conversations vanish when they leave and nothing is logged.
Blasting promotional messages without segmentation, burning goodwill on a channel where customers expect relevance.
Ignoring inbound replies for hours, squandering the immediacy that makes messaging outperform email in the first place.
Sending unapproved or sloppy template copy, risking channel-policy trouble and an unprofessional first impression.
What teams usually care about here
Brings conversational outreach into the CRM record instead of leaving it in separate apps
Useful for reminders, follow-up, promotions, and high-response workflows
Pairs with templates, campaigns, and automation for scalable execution
How this fits the buying decision
Buyers usually do not evaluate whatsapp & sms in isolation. They want to know whether it improves execution, reporting, handoffs, and accountability inside the broader CRM workflow. That is why this capability matters most when it is connected to records, ownership, activity history, and manager review rather than living in a separate point tool.
The real decision is often less about whether a box is checked and more about how much depth the team needs. Lower tiers may be enough when the workflow is simple or the volume is small. Higher tiers become more valuable when teams need governance, faster response expectations, specialist execution, or a repeatable operating cadence around the process.
If this capability is important to your rollout, compare it in the context of the whole plan. That includes related workflows, support level, reporting expectations, and whether your team will manage the motion itself or rely on managed RevOps help to keep it consistent.
Frequently asked questions
Which plans include WhatsApp and SMS?
Messaging is available from the Software Only plan onward — included on Software Only, Growth Engine, and RevOps Partner. The Free Forever plan does not include WhatsApp and SMS messaging.
What does setup look like?
Connect your business numbers for WhatsApp and SMS, then build templates for your most common messages — confirmations, reminders, follow-ups. Most teams are sending from the CRM within a day; agreeing team usage rules is the part worth doing carefully.
Are conversations logged on the record?
Yes. Messages sent and received log against the lead, contact, or deal, on the same timeline as calls and emails. Anyone opening the record sees the full conversation history across channels, so handoffs and coverage do not lose context.
Can messaging be automated?
Yes. Messaging steps can sit inside sequences and follow-up automation — for example, a WhatsApp nudge after two unanswered calls — and campaigns can send template messages to whole segments for reminders, promotions, or reactivation pushes.
How does this work with the dialer?
They complement each other on the same record. Call outcomes can prompt a message when a lead is unreachable by phone, and a WhatsApp reply often books the call that dialing alone could not land. The timeline shows both channels together.
Related Pricing Capabilities
Payments Received
Payment status tracking that gives sales and operations a shared view of what has been collected against sent invoices.
Revenue tracking
A consolidated view of revenue across won deals, invoices, and payment status so leaders can see pipeline health and cash reality in one place.
HelloMail inbox
A CRM-connected email workspace for tracking conversations, sending templated outreach, and giving managers visibility into inbox activity — so customer email lives on the record, not in a private inbox.
Web Chat Assistant
A website chat layer that answers questions, captures lead intent, and turns anonymous traffic into qualified records.
Built-in Dialer
Calling capability inside the CRM so reps can dial, log activity, and review call context without extra tools.
Campaigns
Broadcast and multi-channel campaign tools that let teams run coordinated outreach to lists, segments, or full contact bases.