Software and AI

How do you track and follow up on WhatsApp enquiries?

Set up a follow-up workflow with one record per enquiry, a named owner, a due date and clear stages for quotes and outcomes.

By Zaapart
RouteLedger dashboard concept with delivery status, a map and performance charts
RouteLedger studio concept. The table and overview support different tasks.

The quick answer

Create one record per enquiry with its source, service, owner and next action date. Review due and overdue follow-ups together. Record quotes and outcomes after they happen so you can see where leads are getting stuck.

A customer sends a WhatsApp message asking for a quote. One team member replies, another sends the proposal, and the next follow-up never happens because everyone assumes someone else owns it. You can make the handover clear with a simple shared workflow.

Create a Record Someone Else Can Pick Up

Use one row or CRM record per enquiry. Capture enough context to continue the conversation, such as the service, the customer’s requested date and the next step. Record the source when you can establish it, or leave it as unknown. A website click that opens WhatsApp does not establish that a message arrived.

Agree who can access the records and what customer information the team needs. For most handovers, a short approved summary and contact details are easier to use than a copy of the entire chat.

Define What Moves an Enquiry to the Next Stage

  1. Message receivedAssign an owner and record the requested service.
  2. Details requestedAsk for the pack size and set a follow-up date.
  3. Quote sentRecord the next check-in or the final outcome.
Example handover for a packaging quote that starts on WhatsApp.
StageWhat your team records
NewA message arrived and an owner is assigned.
Needs detailsThe owner requested missing information and set a follow-up date.
Quote sentThe quote was delivered and the next check-in is scheduled.
Won, lost or closedThe owner records the outcome and a short reason where known.

Review Overdue Actions in One Place

Each morning, look at open enquiries with a due date of today or earlier. Check who owns the next action and what the customer is waiting for. If a job is handed over, assign the new owner in the record and make the handover visible to that person.

Review received enquiries, quotes and outcomes each week. If many enquiries get as far as a quote but do not progress, read the notes before deciding whether the issue is timing, fit or follow-up.

Decide When the Process Needs Software

A shared sheet can work while ownership is clear and updates are manageable. Consider a CRM when people need assigned tasks, reminders, access controls or a reliable record of handovers. Test the process with the team before automating reminders or adding new stages.

Further reading