How To Use WhatsApp as a Customer Relationship Management (CRM) Tool?

In this guide article, we are going to show you how to use WhatsApp for CRM like Hubspot or SalesForce.

Stay Connected With offers great features extending WhatsApp out-of-the-box capabilities which includes customization of messages for customers without creating broadcast list or group chat, that aside from CRM, can also be used for marketing purposes.

To use WhatsApp as a CRM, you will need the extension installed on your Chrome browser. To do this, just go to, and click the Install Chrome Extension button. 

The screenshot above shows homepage where you can download our extension.

After which, you will be redirected to the Chrome store page of, and click Add To Chrome.

The screenshot above shows where you can download the extension from.

After successful installation, go to your WhatsApp web by visiting Click the Sender button on the top left corner of the page to open the pane. This will be shown on the right hand side of your WhatsApp Web.

The above screenshot shows a sample of WhatsApp Web.

To send messages to customers, we will be using the Upload CSV feature of that will enable contact organization and message customization with ease. With this example, you can either use Microsoft Excel or Google Sheet to organize your CSV file. Check out our related guide articles on how to send WhatsApp messages with Microsoft Excel or Google Sheets.

Go to your spreadsheet editor, and create a new file.Create the Phone Number and Name column, as the list of the people you want to send the message to.

The screenshot above shows a sample excel sheet.

After entering and organizing your contact list, save your file as CSV (Comma delimited)

Go to and click the Sender button on the upper right side of the page. On pane, click the Upload CSV button, and choose the file you created.

The screenshot above shows where you can select the CSV file.

Map the phone number to the field on the file you’ve created. 

The screenshot above shows how you can select the numbers.

After that, you can now enter your message in the Message field. You can also further use the columns as message variables, to make it customized and distinct per customer. You can do this by clicking on the ‘Insert Variable’ dropdown and then select the column you would like to insert. The inserted column is shown in curly braces like {{column_name}}.

The screenshot above shows how you can customize the values.

Once everything is set, click the Send WhatsApp button to send your message.

The screenshot above shows how you can send the message.

Video Description


With’s rich customer engagement features, you’ll be at ease building stronger and lasting relationships with your customers. In easy steps, you can keep in touch with your existing and potential customers.

Check out our guide articles to know more about’s customer relationship and engagement features.

John D.
Verified writer
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