CRM
What is in the CRM: contacts and permissions, campaigns and automations, WhatsApp message templates and what each send costs.
The CRM is only for businesses on seller 2.0, and you do not need to request it in Early access.
What is in the CRM
Contacts
Your customers, with tags, segments and permission.
Campaigns
Sends and automations on WhatsApp.
WhatsApp balance
Pays for your campaign messages.
Campaigns and automations are sent on WhatsApp, with message templates: to use them you need your WhatsApp number connected.
Contacts
Opted in
Can receive campaigns.
Unconfirmed
You do not know yet whether they agreed.
Opted out
Asked not to get more messages.
Each contact has a permission status: Opted in, Unconfirmed or Opted out. Marking contacts as opted in declares they agreed to get your WhatsApp messages; who did it and when is recorded. Someone who did not agree can block or report you, and Meta can limit or block your number.
You can import contacts with a tag, as well as tag the ones you already have.
A direct order, a sale from your physical store, phone or Instagram that you record in Orders, puts the customer in the CRM with that purchase in their history; if they were already a contact, the same one is used. That customer does not enter campaigns until they agree to receive messages.
Campaigns
Send
One message to the audience you choose, when you choose.
Automation
Messages that go out on their own when a condition is met.
When you choose a send’s audience you can send it only to those it is free for: contacts who came from an ad less than 7 days ago.
If some contacts in a send have the seller paused, the panel asks whether to reactivate it in those conversations and lets you choose by why it paused: because you replied from your phone, because you or your team paused it, or because it handed off to a person.
When you open a campaign you see Sent, Delivered, Read, Replied and Attributed orders.
Attributed orders are the purchases a contact made within a time window after the send (for example, 7 days). They help compare campaigns, but do not prove the campaign caused each purchase.
Automations
To get started there are example automations: re-engage people who have not bought yet, repurchase reminder, order confirmation, abandoned cart recovery, in-store pickup PIN and Shopify flows, such as confirming Shopify orders on WhatsApp.
An automation starts:
- Manually
- Estimated repurchase date
- Customer message
- Order completed
- Customer agrees to receive messages
- Tag added
A free-text message only goes out within 24 hours of the customer’s last message. If the window is closed, that step can:
- Skip the step
- Send a fallback template
- Exit the automation
Each automation has its own metrics page: Enrolled, Reply rate, Opt-out, Delivered and Attributed sales. From the automations list you can also pause and resume it.
Templates
Campaigns message templates are texts approved by Meta to write to a customer outside the 24-hour window. They are not the same as a seller template.
Marketing
Promotions, offers and news.
Example “We have 20% off until Friday.”
Utility
Follow-up on something the customer already started.
Example “Your order #123 has shipped.”
A message template is Marketing, for promotions, offers and news, or Utility, to follow up on something the customer already started: confirmations, reminders or an order’s status. Marketing costs more and goes through more filters, and Meta expects a clear way out, such as “Reply STOP to opt out”. If a Utility template has anything promotional, Meta reclassifies it as Marketing and the cost changes.
A message template has a header, the message, a footer and buttons: link buttons, call buttons or buttons to copy a code.
A template marked Draft is saved in yavendió!, but Meta has not reviewed it yet. It can only be used in a send or an automation once Meta approves it.
What it costs
If messages are paid with your WhatsApp balance, before sending a campaign you see its estimated cost and your balance. If Meta charges them to your card, you see that Meta does the charging instead of the balance.
If your messages are paid from your WhatsApp balance, campaigns are deducted from it only for delivered messages: the ones that did not arrive are not charged.
A WhatsApp template that reaches a customer with no open conversation, for example in a campaign, starts a conversation from your plan, whether they reply or not. If a conversation is already open, it does not add another, and if the template is not delivered, it does not count. This is separate from the message cost WhatsApp charges.
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