Wazelo CRM Docs

Welcome to Wazelo CRM. This guide walks you through creating your account, connecting your WhatsApp Business number, and sending your first message — all in under 15 minutes.

1. Create your account

Sign up at wazelo.in/register. You'll need a valid business email. No credit card is required for the 14-day free trial.

2. Set up your organisation

After signup, you'll be prompted to name your organisation and invite team members. You can skip invitations and do this later from Settings → Team.

3. Connect WhatsApp

Go to Settings → WhatsApp and follow the guided flow to connect your WhatsApp Business API number via Meta. See the WhatsApp Setup section for full details.

Wazelo CRM uses the official Meta WhatsApp Business API. You'll need a Meta Business Manager account and a verified phone number.

Prerequisites

• A Facebook Business Manager account (business.facebook.com)
• A phone number not previously registered on WhatsApp (or one that's been fully deleted)
• A verified business name and website

Connection steps

• Step 1: Go to Settings → Channels → WhatsApp
• Step 2: Click "Connect via Meta" — you'll be redirected to Meta's embedded signup flow
• Step 3: Select your Business Manager, create or select a WhatsApp Business Account, and verify your phone number via OTP
• Step 4: Return to Wazelo CRM — your number will appear as Connected within 60 seconds

Message Templates

For outbound messages to contacts who haven't messaged you in the last 24 hours, you must use pre-approved Meta message templates. Go to Settings → Templates to create and submit templates for approval. Approval typically takes 5–10 minutes for standard templates.

The Shared Inbox is the core of Wazelo CRM. Every inbound WhatsApp message from any contact lands here, visible to your whole team.

Conversation assignment

Conversations can be assigned manually or automatically via routing rules. To assign manually, open a conversation and click Assign in the top-right panel. To set up auto-routing, go to Settings → Routing.

Conversation statuses

• Open — active conversation requiring attention
• Pending — waiting for customer reply
• Resolved — marked done, removed from active queue
• Snoozed — hidden until a specified time

Internal notes

Use the Note tab in the reply box to leave internal comments visible only to your team — not sent to the customer.

Quick replies

Save frequently used messages as Quick Replies under Settings → Quick Replies. Access them in any conversation by typing / in the reply box.

Every phone number that messages you creates a contact profile automatically. You can also import contacts via CSV.

Importing contacts

Go to Contacts → Import and upload a CSV file. Required columns: phone. Optional: name, email, tags.

phone,name,email,tags
919876543210,Rahul Sharma,rahul@example.com,"hot-lead,mumbai"
919988776655,Priya Nair,priya@example.com,"trial-user"

Tags

Tags let you segment contacts for campaigns, filtering, and automation triggers. Apply tags manually from the contact profile, or automatically via automation rules.

Custom fields

Add custom data fields to contacts under Settings → Custom Fields. Supported types: text, number, date, dropdown. Custom fields can be used in message personalisation using {{field_name}}.

Campaigns let you send bulk WhatsApp messages to a segment of your contacts. All outbound campaign messages use approved Meta templates.

Creating a campaign

• Go to Campaigns → New Campaign
• Choose a contact segment (by tag, custom field, or all contacts)
• Select an approved message template
• Map template variables to contact fields (e.g. {{1}} → contact.name)
• Schedule or send immediately

Campaign analytics

After sending, track Sent → Delivered → Read → Replied in real time from the campaign detail screen. Replies automatically open conversations in the Shared Inbox.

Automation workflows let you send messages, update contact data, assign conversations, and more — automatically, based on triggers and conditions.

Triggers

• Inbound message — fires when a contact sends a message matching a keyword or pattern
• Contact tag added — fires when a specific tag is applied to a contact
• Conversation resolved — fires when an agent resolves a conversation
• Time delay — fires X hours/days after a previous action
• Campaign reply — fires when a contact replies to a specific campaign

Actions

• Send a WhatsApp message (template or freeform within 24h window)
• Add or remove a contact tag
• Update a contact custom field
• Assign conversation to an agent or team
• Send a webhook to an external URL

Example: post-site-visit follow-up

Trigger: Tag "site-visit" added to contact
├── Action: Send message "Thanks for visiting! Here's our brochure..."
├── Wait: 2 days
├── Action: Send message "Any questions? We'd love to help."
└── Wait: 5 days
    └── Action: Send message "Last chance — offer valid until Friday!"

Build no-code WhatsApp chatbot flows using the visual builder. Chatbots can qualify leads, answer FAQs, collect information, and hand off to a human agent.

Flow structure

• Start node — defines when the bot activates (first message, keyword, outside hours)
• Message node — sends a text, image, or button message to the user
• Question node — asks a question and saves the reply to a contact field
• Condition node — branches the flow based on contact field values or keywords
• Handoff node — transfers the conversation to a human agent

Button messages

Use button messages (up to 3 buttons) for guided flows. When the user taps a button, the bot follows the corresponding branch automatically.

The Analytics dashboard gives you a real-time view of team performance, conversation volumes, response times, and campaign results.

Key metrics

• First response time — average time from inbound message to first agent reply
• Resolution time — average time from conversation open to resolved
• CSAT score — customer satisfaction rating collected via automated post-resolution survey
• Agent leaderboard — conversations handled and resolution rate per agent
• Campaign funnel — sent → delivered → read → replied per campaign

Date filters

All reports support date range filtering: today, last 7 days, last 30 days, or a custom range. Filter by agent, team, or conversation tag using the filter bar.

Invite team members from Settings → Team. Each member is assigned a role that controls their access level.

Roles

Invitation

Invite members by email. They'll receive a signup link valid for 48 hours. Pending invitations can be resent or cancelled from the Team settings page.

Wazelo CRM is billed monthly or annually. All plans include a 14-day free trial.

Plans

Upgrading or downgrading

Plan changes take effect immediately. Upgrades are prorated; downgrades apply at the next billing cycle. Manage your plan from Settings → Billing.

Cancellation

Cancel anytime from Settings → Billing. Your account remains active until the end of the current billing period. No refunds are issued for partial months.