Integrating WhatsApp with GSM Calling in a CRM: One Timeline for Chats and Calls

The problem with two channels

A rep calls a lead, who does not answer. The lead replies on WhatsApp an hour later. If the call is in one place and the chat in another, a second rep may call again, or nobody may reply at all.

One timeline

• Calls made from Android phones are logged on the lead with duration and outcome.
• WhatsApp chats appear on the same lead.
• Notes and follow-ups sit beside both.
• A rep opening the lead sees what happened on every channel.

Working the lead across channels

• Call first when the lead is warm and the number is valid.
• If there is no answer, send a short WhatsApp message with a clear question.
• Move to chat if the customer prefers it.
• Log the outcome so the next person knows.

Dual-SIM and call recording

Reps with two SIMs can choose the right business number for each call, and each call records which SIM made it. Where recording is used, consent and retention rules matter. See the dual-SIM and recording pages.

What to measure

Track how quickly a new lead gets a first touch on either channel, and how many leads were contacted on both. Measure these against your own baseline, before and after joining the channels.