Send WhatsApp Enquiries to Capsule CRM
This recipe makes sure every chat enquiry ends up in Capsule as a contact with a note, and that real quote requests become opportunities. Part of connecting Capsule CRM to WhatsApp and AI chat.
What happens today
Enquiries come in on WhatsApp and Instagram between jobs. The owner means to add them to Capsule in the evening, and some slip through. The ones that do get added often have no note, so nobody remembers what the customer wanted.
The flow that works
- AeroChat answers the customer’s question first.
- It asks for their name and email, if it does not have them.
- It finds or creates the person in Capsule.
- It adds a note with a short summary of the conversation.
- If they asked for a quote, it opens an opportunity.
The recipe
Copy this into AeroChat
When someone asks about our services, answer their question first from our knowledge base. Then follow these steps.
- If we do not have their name and email, ask: “Can I take your name and email so we can follow up?”
- Search Capsule for a person with that email, then with their phone number.
- If a person exists, update their phone number if it is missing. If not, create a person with their name, email, phone number and organisation if they gave one.
- Add the tag Chat Enquiry (example) and add a note with a two-line summary of what they asked about.
- If they asked for a quote or a price for a specific job, create an opportunity named after the job, in the New milestone of our Sales pipeline (example), linked to the person.
- If they ask to speak to someone, create a task for the owner to call them back and hand the conversation over.
Do not create a second open opportunity for the same job. Do not ask for their email more than once. Reply in the customer’s language.
Change the tag, pipeline and milestone to the ones your Capsule account uses before you paste it.
What to connect
- Capsule CRM. Create a personal access token under My Preferences, then API Authentication Tokens. Paste it in when AeroChat asks.
- Your knowledge base. Upload your services and price guide to AeroChat so it can answer before it asks for details.
After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect Capsule CRM, add your knowledge base if the recipe uses one, then switch it on. If it built the connection from Capsule CRM’s public documentation, the checklist asks you to check it once against the current docs.
Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.
Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.
What you still decide
- When an enquiry becomes an opportunity.
- Which tags AeroChat adds.
- Who gets the call-back task.
The result to expect
Every chat enquiry is in Capsule with a note, and every quote request is in your pipeline. Nothing waits in a phone until the evening.
Measure it with your own numbers: contacts created from chat, and opportunities opened from chat, for a month before and after.
Next: send WhatsApp enquiries to Capsule CRM.
Works on every chat channel
This workflow runs the same way on WhatsApp, Instagram, Facebook Messenger, TikTok, Telegram, the chat on your website and email, with the same Capsule CRM connection behind it. See what each channel does on the Capsule CRM integration page.
Send your first chat enquiry to Capsule
Paste the recipe, add your Capsule token, and leave your own details in the chat.
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On Shopify? Install AeroChat from the Shopify App Store.