Do you use WhatsApp to message back and forth with your prospects and customers? If yes, you can now manage those conversations directly from Nutshell and have the history of those conversations available on your People, Company, and Lead timelines!
No more dealing with missing data and communications in your CRM. With our new integration, your team can use WhatsApp to communicate with leads and customers and not have to worry about those conversations getting added to your CRM.
What is Nutshell’s WhatsApp integration?
Our WhatsApp integration is a powerful addition to the Nutshell feature arsenal and is available through our Engagement Suite. This integration acts as a central hub for your prospect and customer WhatsApp conversations, helping you streamline your workflow.
Nutshell’s WhatsApp integration lets you send, receive, track, and manage messages directly from Nutshell, just like our other Meta integrations (Facebook Messenger and Instagram DM), 1:1 SMS, and SMS Marketing features.
Simply put, this integration simplifies conversations and CRM for you and your team.
What can I do with Nutshell’s WhatsApp Integration?
Connecting your CRM with your business’s WhatsApp account allows Nutshell to bring all your conversations into your Engagement inbox, giving you several useful capabilities.
Texting and messaging apps are great tools for you and your team to engage with your prospects. However, a lot of that valuable information never gets entered into your CRM. With our new WhatsApp integration, your team will have the flexibility of tools like WhatsApp with the CRM data capabilities of Nutshell.
Seamless link your WhatsApp business number
Our streamlined integration process makes it easy for Nutshell admins to connect your WhatsApp business number to Nutshell. Once connected, you can conveniently access and work with all incoming and outgoing WhatsApp threads from your Nutshell inbox.
Send, receive, and manage messaging with ease
With Nutshell’s WhatsApp integration, you and your team can send and receive WhatsApp messages, images, videos, and other media directly from your Nutshell inbox, alongside your SMS, Facebook Messenger, and Instagram messages. Bringing all your interactions into one, easy-to-navigate hub simplifies prospect and customer message tracking and makes managing conversations far less complicated.
Create new leads directly from the chat
Integrating WhatsApp with Nutshell means you can quickly turn conversations into leads directly from the chat with the click of a button. You’ll also have the ability to assign conversation threads to specific pipelines and team members to ensure prospect needs are dealt with by the right person at the right time. Streamlining thread assignments enhances your team’s overall responsiveness, which can have a positive impact on your sales cycle.
Improve overall customer engagement
Nutshell’s WhatsApp integration lets you swiftly view and organize open and closed WhatsApp threads, giving you a clear view of which conversations are ongoing and which are complete. With this advanced overview, you can simplify and level up your message follow-up process to encourage more positive customer experiences.
Monitor interactions and messaging metrics
Your Nutshell inbox gives you an overview of where conversations originated, such as WhatsApp, Facebook, Instagram, SMS, or Chat, so you can track engagement channels at a glance.
View more in-depth messaging activity and metrics through your Engagement dashboard to measure, analyze, and report on your team’s engagement performance. The Engagement dashboard provides a visual representation over a specific period of conversation thread volume and the leads you’ve created from each channel in the form of graphs.
How do I get started with Nutshell’s WhatsApp integration?
Upgrade to our Engagement Pro plan today to integrate Nutshell with WhatsApp and simplify message management. With Engagement Pro, you’ll have access to more than just WhatsApp messaging in your CRM, including:
1:1 SMS messaging with 150 free outbound messages per user per month
Web chat tool for your website, allowing visitors to seamlessly engage with your team
Meta integrations (Facebook Messenger and Instagram DMs) to unify social media messaging
SMS automation within your pipeline to ensure you send the right message when it matters most
1. What’s the difference between the WhatsApp Business App and the WhatsApp Business Platform (API), and why should I integrate the Platform with my CRM like Nutshell?
The WhatsApp Business App is designed for small businesses, offering basic features like a business profile, quick replies, and labels for managing conversations on a single device. It’s great for individual entrepreneurs or very small teams.
The WhatsApp Business Platform (API), on the other hand, is built for medium to large businesses that need to communicate at scale. It allows for programmatic access, meaning you can integrate WhatsApp directly with other business systems, like your CRM.
Why integrate the Platform with Nutshell? Integrating the WhatsApp Business Platform with Nutshell transforms WhatsApp from a simple messaging tool into a powerful CRM channel. This allows your sales and support teams to:
Manage all customer conversations in one place: No more switching between apps.
Automate workflows: Send personalized messages, follow-ups, and notifications directly from Nutshell.
Gain a 360-degree customer view: Every WhatsApp interaction is logged in the customer’s Nutshell timeline, providing context for every team member.
Improve team collaboration: Share WhatsApp conversations, assign tasks, and ensure consistent messaging.
2. How does Nutshell’s WhatsApp integration help my sales and support teams streamline communication and improve customer experience?
Nutshell’s WhatsApp integration is designed to eliminate communication silos and empower your teams with efficiency and context.
For Sales Teams:
Faster lead response: Engage with prospects instantly on their preferred channel, directly from Nutshell.
Personalized outreach: Access full CRM history during WhatsApp chats to tailor messages and build stronger relationships.
Automated follow-ups: Set up automated WhatsApp messages based on deal stages or customer actions within Nutshell.
For Support Teams:
Centralized support: Handle customer inquiries via WhatsApp alongside other channels, all within Nutshell.
Quick problem resolution: Agents have immediate access to customer history, past interactions, and relevant notes, leading to quicker and more informed support.
Proactive communication: Send automated updates, appointment reminders, or service notifications via WhatsApp.
Nutshell’s WhatsApp integration is designed to eliminate communication silos and empower your teams with efficiency and context. For Sales Teams: Faster lead response: Engage with prospects instantly on their preferred channel, directly from Nutshell. Personalized outreach: Access full CRM history during WhatsApp chats to tailor messages and build stronger relationships. Automated follow-ups: Set up automated WhatsApp messages based on deal stages or customer actions within Nutshell. For Support Teams: Centralized support: Handle customer inquiries via WhatsApp alongside other channels, all within Nutshell. Quick problem resolution: Agents have immediate access to customer history, past interactions, and relevant notes, leading to quicker and more informed support. Proactive communication: Send automated updates, appointment reminders, or service notifications via WhatsApp.
Nutshell’s WhatsApp integration is designed to eliminate communication silos and empower your teams with efficiency and context.
For Sales Teams:
Faster lead response: Engage with prospects instantly on their preferred channel, directly from Nutshell.
Personalized outreach: Access full CRM history during WhatsApp chats to tailor messages and build stronger relationships.
Automated follow-ups: Set up automated WhatsApp messages based on deal stages or customer actions within Nutshell.
For Support Teams:
Centralized support: Handle customer inquiries via WhatsApp alongside other channels, all within Nutshell.
Quick problem resolution: Agents have immediate access to customer history, past interactions, and relevant notes, leading to quicker and more informed support.
Proactive communication: Send automated updates, appointment reminders, or service notifications via WhatsApp.
4. Can I automate WhatsApp messages and use chatbots with Nutshell’s integration, and what kind of messages are allowed?
Absolutely! One of the most powerful aspects of integrating the WhatsApp Business Platform with Nutshell is the ability to automate messages and even deploy chatbots for enhanced efficiency.
Automation with Nutshell: Nutshell allows you to set up automated workflows that trigger WhatsApp messages based on specific events or criteria within your CRM. This could include:
Welcome messages for new leads.
Follow-ups after a sales call.
Order confirmations or shipping updates.
Appointment reminders.
Customer satisfaction surveys.
Chatbots: While Nutshell focuses on human-powered CRM, the WhatsApp Business Platform supports integration with chatbot solutions. You could potentially connect a chatbot to handle initial inquiries, answer FAQs, or qualify leads on WhatsApp before seamlessly handing off to a human agent in Nutshell.
Allowed Message Types: WhatsApp has strict policies to ensure a high-quality user experience.
Session Messages: Any message sent within a 24-hour window of a user-initiated conversation. These can be free-form.
Template Messages (Highly Structured Messages – HSMs): For business-initiated conversations or messages outside the 24-hour window, you must use pre-approved templates. These are typically for notifications, alerts, or customer service updates. Promotional content is generally restricted unless it’s part of a user-initiated conversation.
5. How secure is my customer data when using WhatsApp Business with Nutshell, and what are the data privacy considerations?
Data security and privacy are paramount, and both WhatsApp and Nutshell prioritize protecting your customer information.
WhatsApp’s Security:
End-to-End Encryption: All messages on WhatsApp are end-to-end encrypted, meaning only the sender and receiver can read them. This applies to both the WhatsApp Business App and the Platform.
Data Handling: While messages are encrypted in transit, businesses using the WhatsApp Business Platform are responsible for how they handle customer data once it reaches their systems.
Nutshell’s Security & Privacy:
Nutshell is built with robust security measures to protect your CRM data, including encryption, access controls, and regular security audits.
When WhatsApp data flows into Nutshell, it is subject to Nutshell’s stringent data privacy policies and security protocols.
Nutshell helps you maintain a single source of truth for customer data, making it easier to manage consent and comply with regulations like GDPR or CCPA.
Data Privacy Considerations:
Consent: Always obtain explicit consent from customers before sending them business-initiated messages on WhatsApp.
Transparency: Clearly communicate your data privacy practices to customers.
Data Minimization: Only collect and store the customer data necessary for your business operations.
Compliance: Ensure your overall data handling practices comply with relevant data protection laws in your region.
Centralize communication and boost productivity with Nutshell’s WhatsApp integration
There’s no need to switch from one messaging app to another and lose track of critical conversations anymore. Nutshell’s WhatsApp integration puts the power back in your hands, giving you the tools you need to consolidate prospect and customer interactions directly from your Nutshell account.
Start engaging with your audience today and experience how easy it is to track, organize, and manage your WhatsApp messages with our Nutshell WhatsApp integration.
Manage WhatsApp messages in your CRM with Nutshell’s WhatsApp Integration
Ready to start streamlining WhatsApp, Facebook Messenger, Instagram, and SMS conversation tracking and management? Upgrade to our Engagement Pro plan to centralize your communications today!
