IN ONE CRM · WhatsApp hub

One WhatsApp Inbox,
Connected to Your CRM.

Turn WhatsApp into a shared inbox for your team – linked to deals, tickets and jobs inside IN ONE. Every chat, note and template sits on a single client timeline, not in someone’s phone.

See WhatsApp Inside IN ONE

Watch a real conversation move from WhatsApp into a deal, support ticket or job – with full history and ownership.

Shared inbox for the whole team

No more “who replied to this?”

POPIA-friendly consent & audit

WhatsApp Inbox · South Africa

Shared team number

All

Sales

Support

Billing

Lerato · New solar enquiry

“Hi, saw your ad – can you quote on a 5kW system?”

09:42

Assigned · Sales – JHB

Ahmed · Overdue invoice

Client opened “Friendly reminder – invoice INV-2043”

09:10

Collections · Awaiting reply

Thandi · Support ticket #431

“The portal says my password is invalid again.”

08:57

SLA 6 min left

Client spine · Summary

Lerato M · SME owner

Channel WhatsApp · 021…

Linked to Deal #D-3041 · “5kW solar”

Stage Quote sent · follow-up due

Last touch Template: “Quote sent + next steps”

Opted-in · 12 Mar POPIA log: 6 messages

One client. One spine. WhatsApp, email, calls, notes, tasks and payments all live on the same record inside IN ONE.

Shared inbox

One number for clients. Clear ownership for your team.

South African customers love WhatsApp. IN ONE helps your team love it too – with assignments, queues and SLAs instead of chaos and missed replies.

IN ONE turns WhatsApp into a proper shared inbox: multiple users, one branded number, clear ownership and history per client.

Route new chats to the right queue: sales, support or branch.
Assign conversations to specific reps with one click.
See who is typing, who replied and what’s waiting.
Set SLAs and alerts so hot leads and escalations don’t slip.

No more “who has this client on their phone?” – if someone is on leave, you can see and continue their conversations inside IN ONE.

Queues & assignments · Live view

WhatsApp conversations grouped by team and owner.

New inbound · “Website pricing?”

Auto-routed from /contact · Sales – Cape Town

Unassigned · 2 min

Thabo · Follow-up on quote

Owner: Naledi · “Waiting on usage info”

Sales queue

Support ticket #2021

Tagged: “Billing query · high value”

Support · SLA 8 min

Every row is linked to a CRM object – a deal, ticket, job or account – not a stand-alone chat.

Templates & quick replies

Fast, consistent replies – without sounding like a robot.

IN ONE gives you template libraries, quick replies and space for voice notes – so your team can move quickly while staying on-brand and POPIA-aware.

Message templates

Approved messages your team actually uses.

Save the WhatsApp messages that work – quotes sent, appointment reminders, payment nudges – and reuse them with the right personalisation.

Example: “Hi {{ first_name }}, your {{ product }} quote is ready. Tap the link below to review and reply with any questions.”

Quick replies

One-click answers to repeat questions.

Create short quick replies for FAQs – operating hours, coverage areas, documents required – and surface them inside the inbox so agents don’t retype the same thing all day.

Example: “Docs for application: SA ID, proof of address, last 3 months statements. You can reply with photos here.”

Voice & rich media

Send voice notes, PDFs and images with context.

Use voice notes where it’s faster or more human – and attach PDFs, photos and links. IN ONE logs them all against the client spine so nothing is lost.

Example: a short voice welcome from a founder, logged and visible to the whole team on the client timeline.

CRM & workflows

Every WhatsApp chat linked to a real outcome.

In IN ONE, messages are not just “conversations” – they’re tied to deals, tickets, jobs and accounts, so you can measure what WhatsApp is actually doing for the business.

Instead of screenshots and “please see chat below”, your team can link or create records directly from WhatsApp:

Create or open a deal from a new inbound sales chat.
Turn a complaint into a support ticket with SLA and owner.
Attach messages to an existing job or installation spine.
Trigger workflows – like quotes, tasks or reminders – from certain phrases or templates.

Leadership then sees WhatsApp performance in real reports: how many leads, tickets, payments and bookings started or were closed on WhatsApp.

Client timeline · WhatsApp to revenue

Every key step, message and workflow on one scrollable spine.

09:12 · WhatsApp inbound – “Hi, I need cover for our office equipment.”
09:13 · Auto-assign – Routed to “Sales – SME” queue · Owner: Karabo.
09:18 · Template sent – “A few quick questions so we can quote accurately…”
09:27 · Deal created – Deal #D-2210 · Stage: “Quote in progress”.
10:05 · Quote shared – PDF + payment link via WhatsApp.
10:28 · Payment received – Status updated · workflow triggers welcome pack.

At any point you can drill down: who said what, which template was used, and which workflow moved the client forward.

POPIA & audit trail

WhatsApp that you’re comfortable showing to compliance and clients.

IN ONE helps South African businesses treat WhatsApp like any other regulated channel – with consent captured, preferences respected and full history when you need it.

✅

Explicit opt-in capture

Record when and how a client opted in – form tickbox, WhatsApp keyword, agent note – and link it to their CRM profile for future reference.

⚙️

Preferences & channels

Store per-client preferences like “WhatsApp only”, “no marketing” or “email for invoices” and let workflows respect those choices automatically.

📜

Full message history

Keep a searchable log of WhatsApp messages linked to each client and case – no more hunting through personal phones when there’s a dispute.

🔍

Defensible workflows

Show which templates were approved, who changed them, and why a particular message was sent – with timestamps and user IDs.

Good WhatsApp automation should make compliance easier, not harder. With IN ONE you have one place to demonstrate that you respected consent, preferences and escalation paths – even as volumes grow.

Questions from South African teams

WhatsApp CRM inside IN ONE – how it fits in.

Do we need a separate WhatsApp provider to use IN ONE? +

IN ONE connects to WhatsApp Business through approved providers. We’ll help you set up the right connection for your business and migrate from any existing setup where possible, so your number and flows stay consistent for clients.

Can multiple agents reply from the same WhatsApp number? +

Yes. That’s the point of the shared inbox. Many people can work from one official number, with clear assignments, notes and history so clients experience one brand – not “whoever has the phone today”.

Will this replace our current CRM or sit next to it? +

For some teams, IN ONE becomes the primary CRM and WhatsApp hub. Others start by using IN ONE as the messaging, workflow and reporting layer while keeping an existing system in the background. We’ll scope what makes sense for your stack.

How does POPIA affect WhatsApp automation? +

POPIA doesn’t forbid WhatsApp – it expects you to manage consent, purpose and access properly. IN ONE helps you capture consent, restrict who can see what, log message histories and honour no-contact or channel preferences in a systematic way.

Want to see your WhatsApp running inside IN ONE?

Book a short demo and we’ll show how your current WhatsApp conversations – sales, support, collections and operations – can live in one shared inbox, linked to a clean CRM spine and measurable workflows.