Best tools to manage WhatsApp and Messenger messages

The Best Tool We’ve Found for Managing Customer Messages

If you run a business, you know how important it is to respond to potential customers quickly. But when messages come in from WhatsApp, Facebook Messenger, Instagram, and other platforms, it’s easy to lose track. We recently helped a local manufacturer in Staffordshire fix this by bringing all their messages into one easy-to-use system, Respond.io.

Now, up to 10 of their staff have direct access to all messages on their computers at work, and in an easy-to-use app. Better still they have a simple process for talking to every lead on WhatsApp immediately when the submit a form on their website, coupled with a new out of office hours process using an AI agent trained on their business to manage and handle enquiries and gather more relevant data so that when they return to the office, they can pickup the conversation and provide quotes quickly with the details the AI agent collected over the weekend.

What problems led us to this solution?

Our client had a fragmented sales process, which meant leads weren’t being handled consistently, and the lead-to-sale conversion rate wasn’t great. Messages were coming in from different places—WhatsApp, Facebook Messenger, and Instagram—but there was no single place to manage them. Some messages were missed, responses were slow, and follow-ups weren’t happening in a structured way. They needed a system that brought everything together, standardised their process, and helped build better relationships with leads—faster.

You might wonder why we chose this approach, it’s because it was quick, easy and low cost. Having explored other options and wasted weeks trying to get things working, we scheduled a demo with Respond.io and were blown away with the tool. We were very skeptical that it was going to be as easy as we were told to set up after having had so many problems elsewhere, but in less than 7 days we had a full system set up and running with the AI agent workflow too.

One Place for All Messages + AI Assistant

Having set them up with Respond.io, a tool that pulls all messages into one dashboard and app. The whole team can see and reply to customer messages. No more switching between apps or worrying about missing messages.

We also added an AI assistant trained on their business info. This virtual assistant replies to questions when the team isn’t available, making sure customers get quick answers even outside working hours. Not only does the business data we supplied include content from the website, but also a live Google Documnet that allows their Sales team to add more FAQs to either correct something they’ve seen the AI agent get wrong or to teach it something based on a real problem they’ve been asked to handle.

This means that over time, this AI agent will be able to handle more and more tasks and we’re now looking to install it on to the website as it’s demonstrated it’s capable of handling very complex enquiries about our client’s services and products.

Other Messaging Platform Options

While Respond.io worked well for our client, and has a lot of integrations, there are other tools available that offer similar features. Here are a few alternatives:

• HubSpot Conversations (Free & Paid Plans) – Integrates with HubSpot CRM but can be costly for advanced features.
• Zendesk Messaging (Paid) – Great for larger teams with robust customer service needs but can be complex to set up.
• Twilio Conversations (Pay-as-you-go) – Flexible and highly customisable, but very technical and complex. This is not something we’d recommend unless you have a developer in your team.
• ManyChat (Free & Paid Plans) – Best for chatbot automation on social media, but less suitable for large-scale messaging management.

Each platform has its pros and cons depending on your business size, budget, and technical expertise. Choosing the right one depends on your specific needs.

Reaching Customers Faster with WhatsApp

Speed matters when dealing with new leads. We set up an automated WhatsApp message that goes out as soon as someone submits a lead form on their website. Instead of waiting for a call or email, potential customers get an instant reply, keeping them engaged and increasing the chances of a sale. This helped create a more structured and consistent approach to lead follow-ups. Better still we’re creating relationships, not by just talking about the product the client’s asked about but learning about their projects too, trying to understand the potential scope of value on each lead, asking for and sharing images and trying to get as much detail out of each person as possible to build a relationship at the time when they’ve allowed themselves time to request quotes rather than 1 or 2 hours later when they’ve moved onto something else. Better still, we’re not just another company quote in their inbox, we’re easy to reach and talk to because the formal way of emailing isn’t required on WhatsApp either.

The Results: Faster Responses, Stronger Customer Relationships

Now, our client doesn’t miss messages, and they reply to customers much faster. With a more structured approach, they’re building stronger relationships with leads and improving their conversion rate. The team can see everything in one place, work together easily, and keep the conversation going even when they’re not in the office.

Why haven’t we mentioned the brand in question?

We made the decision not to mention the name of the company (our client) to avoid people reading this article and then requesting quotes to investigate. We want them 100% focused on genuine leads 100% of the time because if they grow, we grow.

If you’re struggling with scattered messages, slow responses, and an inconsistent sales process, we can help you set up a system that makes customer communication smooth and stress-free. Get in touch to find out more.