The channel your CRM is probably ignoring
Email open rates in India average 20–25%. WhatsApp open rates average 95–98%. That gap should be the centrepiece of your outreach strategy.
Yet most CRMs treat WhatsApp as an external tool that isn't logged, tracked, or integrated with your sales process. Conversations happen in personal WhatsApp. Nothing gets recorded. The next rep who touches the lead has no context.
What "WhatsApp CRM" actually means
It doesn't mean spamming people on WhatsApp. It means having WhatsApp Business API connected to your CRM, sending messages from within the CRM (not your personal phone), all messages logged to the contact record, templates pre-approved by WhatsApp for outreach use cases, and the full conversation visible to any team member with access.
The result: WhatsApp becomes a tracked, managed channel — not a shadow system that bypasses your sales process.
What you can and can't automate
WhatsApp Business API has strict rules. Understanding them prevents account suspension.
**You CAN automate:** Sending pre-approved template messages to opted-in contacts, automated replies within a 24-hour conversation window, birthday and anniversary greetings via approved templates, and follow-up sequences triggered by CRM events.
**You CANNOT automate:** Bulk unsolicited outreach to contacts who haven't opted in, promotional messages without prior consent, or any message that violates WhatsApp's commerce or communication policies.
The practical rule: if the contact has interacted with you before (form fill, previous conversation, purchase), you're generally clear. For cold outreach, get consent first.
The setup in Dxyra
Dxyra integrates with WhatsApp Business API directly. Create a WhatsApp Business Account through Meta Business Suite, get API access, and in Dxyra go to Settings → Integrations → WhatsApp → add your credentials. Upload your message templates for approval (takes 24–48 hours). Once approved, send from any Contact or Lead detail page.
All messages are logged to the communication timeline. Workflow automation can trigger WhatsApp messages on CRM events. Your team never needs to leave the CRM to send a WhatsApp.