WhatsApp ToChat.be [CRM Module]
Platform: Chatwith (Tochat.be)
Role Required: Admin only
Version: Desktop/Web
Overview
This SOP explains how to customize sales funnel stages for your WhatsApp CRM. Each widget can have its own custom stages, allowing you to track leads through your specific sales process.
Important: Understanding Your Dashboard
Two Different "Funnel" Features:
Business Funnel (Integrations → Sales Funnel → Create New)
This is for automated lead routing BETWEEN widgets
NOT what you need for customizing stages
Skip this if you just want to customize stage names
Sales Funnel Stages (The actual CRM stages you see in leads view)
This is what the video teaches
Where you customize stage names like "New Lead", "Contacted", etc.
This is what you need to set up
Key Information Before You Start
Important Facts:
Only admins can modify stages - Agents cannot change stage names/order
Agents can move leads between stages - They just can't rename or create stages
Each widget has independent stages - Different widgets can have different stage names
Default stages exist - All widgets start with common default stages
Changes reflect in real-time - Updates appear immediately in both table and board views
Agents can see AI conversation history - They'll see what the AI agent discussed with leads
PART 1: Accessing Your Widget's CRM and Leads
Step 1: View Your Widgets
Log into your Chatwith/Tochat.be admin dashboard
Look for the Widgets section or Dashboard menu
You should see a list of your widgets (e.g., "MIR Dental Clinic")
Step 2: Access Leads/CRM for a Widget
Click on your widget name (e.g., "MIR Dental Clinic")
Look for one of these sections:
Leads
CRM
Contacts
Dashboard (for that widget)
Step 3: Locate the Sales Funnel View
Once in the leads section, you should see your leads displayed
Look for view options:
Table View - Spreadsheet-style with columns
Board View - Kanban-style with stage columns
The stages appear as columns (in board view) or as a dropdown field (in table view)
PART 2: Customizing Sales Funnel Stages (Based on Video)
Step 1: Find the Sales Funnel Settings
According to the video, you need to access the Sales Funnel configuration:
While viewing your widget's leads/CRM
Look for a Sales Funnel button, link, or settings icon
Or check the widget settings menu for "Sales Funnel" option
Alternative Navigation (if above doesn't work):
Check the main sidebar for "Sales Funnel"
Look in widget settings/configuration
Check under "CRM Settings"
Step 2: Edit Stage Names
Once in Sales Funnel settings, you'll see the current stages
Click on each stage name to edit it
Rename stages according to your business needs:
Example - Dental Practice:
New Patient Inquiry
Appointment Scheduled
Treatment Completed
6-Month Reminder Due
12-Month Reminder Due
Follow-Up Scheduled
You can also rename stages with simple names or numbers:
Stage 1, Stage 2, Stage 3 (as shown in video: "one", "two", "three")
Step 3: Arrange Stage Order
Organize stages in your desired sequence (left to right = beginning to end of funnel)
Stages should flow in the order leads typically progress
Position stages to reflect your actual sales process
Step 4: Save Changes
Click the Save button
Changes will immediately reflect across:
Table view of leads
Board view of leads
Agent dashboards
Step 5: Verify Changes
Go back to your leads section
Check both Table View and Board View
Confirm stage names appear correctly
Try moving a test lead between stages to ensure it works
PART 3: Creating Stages for Multiple Widgets
If You Have Multiple Widgets:
Each widget needs separate configuration:
Go back to your widgets list
Select the next widget you want to configure
Access that widget's leads/CRM
Find Sales Funnel settings for that specific widget
Customize stages unique to that widget's needs
Save changes
Example:
Widget 1 (Dental Clinic): Uses patient-focused stages
Widget 2 (Real Estate): Uses property sales stages
Widget 3 (Consulting): Uses consultation stages
PART 4: Inviting Clients/Team Members to Access the CRM
Step 1: Navigate to Teams Section
From the main dashboard
Click on Dashboard in the menu
Navigate to Teams
Step 2: Add New Agent
Click on Add New Agents button
A form will appear
Step 3: Enter Agent Information
Fill in required fields:
Name: Full name of the person
Email: Their email address (becomes their login)
Role: Select "Agent" (not Admin)
Widget Access: Select which widget(s) they can access (if option exists)
Step 4: Send Invitation
Click Save or Send Invitation
They'll receive an email with login instructions
They'll set up their password and access the agent dashboard
Important for Your Dental Clinic Client:
Invite them as "Agent" role
They can view and manage leads
They CANNOT change sales funnel stage names
They CAN move leads between stages
PART 5: What Agents Can Do (Agent Capabilities)
Agent Capabilities:
✅ Agents CAN:
View all custom stages you created
Move leads between stages
See stage names in their dashboard
View AI conversation history for each lead
See lead information and contact details
Add notes to leads
Update lead information
Change which stage a lead is in
❌ Agents CANNOT:
Create new stages
Rename existing stages
Delete stages
Modify stage order
Access Sales Funnel settings
Access admin configuration
How Agents Move Leads Between Stages:
Agent logs into their agent view
Agent opens a lead from the list
Agent sees the custom stages you created
Agent selects appropriate stage from dropdown
Agent clicks Save
Change updates immediately in admin dashboard
PART 6: Viewing and Managing Updated Leads (Admin)
Monitoring Agent Changes:
Go to your admin dashboard
Navigate to the widget's leads section
Use the search function to find specific leads
View updated stage assignments
All agent modifications appear in real-time
Example from Video:
Agent changed "Menites" lead to "Step Three"
Admin searched for "Menites"
Lead showed updated stage immediately
Checking Lead Details:
Click on any lead to view full details
See which agent last modified it
View conversation history
Check notes added by agents
See stage change history
PART 7: Understanding the CRM Views
Two Main Views Available:
Table View
Traditional spreadsheet-style layout
Shows leads in rows
Displays stage in column format
Good for detailed data review
Easy to sort and filter
Board View (Kanban)
Visual pipeline layout
Leads appear as cards
Organized by stage columns
Good for visual sales tracking
Drag-and-drop functionality (if available)
Both views update simultaneously when changes are made.
PART 8: AI Conversation Integration
What Agents See:
When an agent opens a lead, they can view:
Lead contact information
Complete AI conversation history
What the AI agent discussed with the client
Previous interactions before human takeover
Context for better follow-up
Benefits:
Agents have full context before follow-up calls
No information loss between AI and human handoff
Smoother customer experience
Better informed sales conversations
Faster resolution of customer needs
Common Use Cases - Stage Examples
Example 1: Real Estate Agent Widget
Initial Contact
Property Showing Scheduled
Showing Completed
Offer Submitted
Negotiation
Closed
Example 2: Service Business Widget
Inquiry Received
Quote Sent
Quote Approved
Service Scheduled
Service Completed
Payment Received
Example 3: B2B Sales Widget
Lead Qualified
Discovery Call
Demo Scheduled
Proposal Sent
Negotiation
Contract Signed
Example 4: Dental Practice Widget
New Patient Inquiry
Appointment Scheduled
Treatment Completed
6-Month Reminder Due
12-Month Reminder Due
Follow-Up Scheduled
How This Works for Dental Practice:
When a patient completes their appointment, move them to "Treatment Completed"
Based on their treatment type, move to either "6-Month Reminder Due" or "12-Month Reminder Due"
Use the stages as visual reminders to send WhatsApp follow-up messages
When patient books next appointment, move to "Follow-Up Scheduled"
After next visit, cycle back to appropriate reminder stage
Alternative Dental Stages (More Detailed):
Initial Contact
First Appointment Booked
Checkup Completed
Treatment Plan Proposed
Treatment In Progress
Treatment Completed - 6Mo Follow-Up
Treatment Completed - 12Mo Follow-Up
Pro Tip for Dentists: Use the notes feature in each lead to record:
Date of last visit
Type of treatment completed
Next follow-up date needed
Specific patient preferences or concerns
This allows agents to see patient history and timing when they review leads in each reminder stage.
Best Practices
When Naming Stages:
✅ Use clear, action-oriented names ✅ Keep names short and scannable ✅ Match stages to your actual sales process ✅ Use consistent terminology across similar widgets ✅ Consider what makes sense for agents to see
When Creating Multiple Widget Stages:
✅ Document which stages apply to which widgets ✅ Consider creating templates for similar business types ✅ Train agents on the meaning of each stage ✅ Review and optimize stages based on usage
Troubleshooting
Issue | Solution |
|---|---|
Can't find Sales Funnel settings | Check widget settings, CRM settings, or integrations menu |
Changes not appearing | Refresh the page and verify you clicked Save |
Agents can't see new stages | Agents need to reload their dashboard |
Can't modify stages | Verify you're logged in as admin, not agent |
Stages showing in wrong order | Re-arrange in Sales Funnel settings and Save again |
Don't see board view | Check view toggle options in leads section |
Quick Reference Checklist
To Find Sales Funnel Settings:
[ ] Log in as admin
[ ] Select your widget
[ ] Access leads/CRM section
[ ] Look for Sales Funnel settings/button
[ ] OR check Integrations → Sales Funnel (but this might be for automation)
To Create Custom Stages:
[ ] Access Sales Funnel settings for your widget
[ ] Edit stage names
[ ] Arrange stage order
[ ] Click Save
[ ] Verify in leads section (Table & Board views)
[ ] Inform agents of new stage meanings
To Invite Agents/Clients:
[ ] Go to Dashboard → Teams
[ ] Click Add New Agents
[ ] Enter name and email
[ ] Select role (Agent)
[ ] Send invitation
[ ] Confirm they received email and can log in
Agent Access Check:
[ ] Confirm agents can see stages
[ ] Verify agents can move leads between stages
[ ] Ensure agents understand stage definitions
Navigation Summary
Key Dashboard Sections:
Widgets = Your WhatsApp widgets list
Leads/CRM (per widget) = Where leads are displayed
Sales Funnel (per widget) = Where you customize stage names
Teams = Where you invite agents
Integrations → Sales Funnel = Business funnel automation (different feature)
Support Resources
Platform Website: https://tochat.be/
Video Tutorial Reference: https://www.youtube.com/watch?v=Z9so-26nemw
For API/Developer Docs: https://services.tochat.be/api/docs
Important Note About "Business Funnel" vs "Sales Funnel Stages"
If you see "Add Business Funnel" page with:
"Select the starting widget"
"After"
"Select the destination widget"
This is NOT the same as customizing sales funnel stages. This feature is for automatically transferring leads between different widgets based on conditions. You don't need this for just customizing stage names.
What you need: The Sales Funnel settings within each widget where you can rename stages like "New Lead", "Contacted", "Qualified", etc.
Document created from official Chatwith tutorial by Cisar
Updated with correct navigation and clarification on Business Funnel vs Sales Funnel Stages
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CLIENT-FACING SECTION (COPY & PASTE TO CLIENTS)
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The section below is designed to be copied and shared with your clients. It contains only the information they need to operate their CRM system.
WhatsApp CRM User Guide
Platform: Chatwith (Tochat.be)
For: Client Admin & Team Members
Welcome to Your WhatsApp CRM!
This guide will help you and your team manage leads, track conversations, and follow up with customers through your WhatsApp CRM system.
Table of Contents
Admin Setup
Logging Into Your Account
Go to https://tochat.be/ (or the white-label URL provided to you)
Enter your email and password
Click Login
Your Dashboard Overview
When you log in, you'll see:
Dashboard - Main overview of your account
Widgets - Your WhatsApp contact widgets
Leads/CRM - Where your customer contacts are stored
Teams - Where you manage your team members
Integrations - Advanced features and automations
Managing Sales Pipeline
Understanding Sales Funnel Stages
Your CRM is organized into stages that represent where each customer is in your sales process.
Your Current Stages:
New Patient Inquiry
Appointment Scheduled
Treatment Completed
6-Month Reminder Due
12-Month Reminder Due
Follow-Up Scheduled
(Note: Your specific stage names may be different based on your business setup)
Viewing Your Leads
Table View:
Click on Dashboard or Leads
Select Table View
You'll see all your leads in a spreadsheet format
Each row is a customer
Columns show: Name, Contact, Stage, Last Activity, etc.
Board View (Kanban):
Click on Dashboard or Leads
Select Board View
You'll see columns representing each stage
Each card is a customer
Visual pipeline showing where customers are in your process
Moving Leads Between Stages
Method 1 - From Lead Details:
Click on a customer's name to open their details
Find the Stage dropdown
Select the new stage
Click Save
Method 2 - From Board View (if available):
Switch to Board View
Drag and drop customer cards between stage columns
Changes save automatically
Adding Notes to Leads
Open a customer's lead details
Look for Notes or Comments section
Type your note (e.g., "Called patient, scheduled for Tuesday 2pm")
Click Save or Add Note
What to note:
Date of last contact
What was discussed
Next follow-up action needed
Patient preferences or special requests
Treatment details
Viewing Conversation History
Each lead shows the complete WhatsApp conversation history:
Open the lead
Scroll to see the full chat transcript
You can see what the AI chatbot discussed before human takeover
This gives you context for better follow-up
Inviting Team
Adding Team Members (Admin Only)
Click on Dashboard in the main menu
Navigate to Teams
Click Add New Agents
Fill in the form:
Name: Full name of team member
Email: Their work email (this becomes their login)
Role: Select "Agent" (not Admin)
Click Save or Send Invitation
Your team member will receive an email with login instructions
Role Permissions
Admin (You):
Full access to everything
Can modify settings
Can customize sales funnel stages
Can add/remove team members
Can view all leads
Agent (Your Team):
Can view leads
Can move leads between stages
Can add notes
Can see conversation history
CANNOT change stage names
CANNOT modify system settings
CANNOT add/remove team members
Daily Operations
For Team Members (Agents)
Logging In
Go to the login URL provided in your invitation email
Enter your email and password
You'll see the agent dashboard
Your Daily Workflow
Morning Review:
Log into your agent dashboard
Review leads in your assigned stages
Check for any new inquiries or messages
Plan your follow-up calls/messages for the day
Processing Leads:
Open each lead to view details
Read the conversation history
See what stage they're currently in
Take appropriate action:
Call/message the customer
Schedule appointment
Send information
Follow up as needed
Add notes about your interaction
Move to the appropriate next stage
Save your changes
Using Stages as Reminders:
For example, in a dental clinic:
Check "6-Month Reminder Due" column daily
Contact patients who need their checkup
Once contacted, move to "Follow-Up Scheduled"
After appointment, move to "Treatment Completed"
Then move back to appropriate reminder stage
Best Practices for Agents
✅ Always add notes after customer interactions ✅ Update stages immediately after each conversation ✅ Check conversation history before calling customers ✅ Review your assigned leads at the start of each day ✅ Keep information accurate and up-to-date
CRM Views
Table View
Best for: Detailed information, sorting, and searching
Shows: All lead information in columns
Use when: You need to see specific data points or export information
Board View
Best for: Visual pipeline management and quick overview
Shows: Leads organized by stage in columns
Use when: You want to see your sales pipeline visually
Switching Between Views
Look for View toggle or buttons
Click Table or Board to switch
Both views show the same data, just differently
Best Practices
For Dental Clinics (Example)
Daily Tasks:
Check "6-Month Reminder Due" and "12-Month Reminder Due" stages
Contact patients due for checkups
Update stages after each call/appointment
Add notes about patient preferences
Weekly Tasks:
Review all stages for stuck leads
Follow up on "Appointment Scheduled" for confirmations
Check for any leads needing attention
Monthly Tasks:
Review pipeline effectiveness
Ensure no leads are forgotten
Clean up old or duplicate leads
For General Businesses
Stage Management:
Keep leads moving through stages
Don't let leads sit too long in one stage
Add notes when leads don't respond
Archive or remove old/dead leads
Communication:
Respond promptly to new inquiries
Follow up consistently
Use notes to coordinate with team members
Keep customers informed of next steps
Common Questions
How do I find a specific customer?
Use the Search function:
Look for search bar at top of leads section
Type customer name, phone, or email
Results appear instantly
Can I export my leads?
Yes (if admin):
Look for Export button in leads section
Select format (CSV, Excel)
Download your data
What if I accidentally moved a lead to the wrong stage?
No problem:
Open the lead
Change the stage back to the correct one
Add a note explaining the correction
Save
How do I know if a customer messaged us?
Check your leads dashboard
Look for notification indicators (usually a dot or number)
Open the lead to see new messages
The conversation history shows all messages
Can I see who on my team last touched a lead?
Yes:
Open the lead details
Look for Last Modified By or Activity History
You'll see which team member made the last change
What happens to the automated messages?
When a lead moves to certain stages, they may receive automatic WhatsApp messages (if set up by admin). You don't need to worry about this - it happens automatically in the background.
How do I change my password?
Click on your profile/account settings
Look for Change Password or Security
Follow the prompts to update
Getting Help
If You Need Support:
Contact your account administrator (the person who invited you) for:
Questions about your specific setup
Issues with access or permissions
Questions about your sales process
Contact Chatwith Support for:
Technical issues with the platform
Login problems
Bug reports
Website: https://tochat.be/
Quick Reference Guide
Admin Quick Actions
I want to... | Where to go |
|---|---|
View all leads | Dashboard → Leads or CRM |
Add team member | Dashboard → Teams → Add New Agents |
See sales pipeline | Dashboard → Board View |
Export data | Leads → Export button |
Customize stages | (Contact your setup provider) |
Agent Quick Actions
I want to... | Where to go |
|---|---|
See my leads | Dashboard → Leads |
Move a lead to new stage | Open lead → Change stage dropdown → Save |
Add notes | Open lead → Notes section → Type note → Save |
View conversation | Open lead → Scroll to conversation history |
Search for customer | Use search bar at top |
Tips for Success
🎯 Set Daily Goals
Review X number of leads per day
Contact all leads in reminder stages
Keep notes updated for every interaction
📊 Use Stages Effectively
Move leads promptly - don't let them pile up
Use stages that match your actual process
Review pipeline regularly for bottlenecks
💬 Communication is Key
Add detailed notes for team coordination
Update stages immediately after conversations
Check conversation history before contacting customers
🔄 Maintain Your CRM
Keep data accurate and current
Remove duplicate entries
Archive closed/lost opportunities
Platform-Specific Notes
Login URL: https://tochat.be/ (or your white-label domain) Support Email: (provided by your administrator) Your Widget Name: (e.g., "MIR Dental Clinic")
Remember:
Only admins can change stage names and system settings
All team members share the same lead database
Changes made by anyone are visible to everyone immediately
Your conversation history is preserved for reference
Training Checklist
Use this checklist when onboarding new team members:
[ ] Account created and login tested
[ ] Understands difference between Table and Board view
[ ] Knows how to find and open leads
[ ] Can move leads between stages
[ ] Can add notes to leads
[ ] Understands role limitations (agent vs admin)
[ ] Knows how to search for customers
[ ] Reviewed your specific sales stages and meanings
[ ] Understands daily workflow
[ ] Knows who to contact for help
This guide is designed for your team's daily operations. For system configuration and advanced features, please contact your CRM administrator.
Last Updated: November 2025
Platform: Chatwith (Tochat.be)
Agent Capabilities:
✅ Agents CAN:
View all custom stages you created
Move leads between stages
See the stage names in their dashboard
View AI conversation history for each lead
See lead information
Add notes to leads
Update lead information
Change which stage a lead is in
❌ Agents CANNOT:
Create new stages
Rename existing stages
Delete stages
Modify stage order
Access Sales Funnel settings
How Agents Move Leads Between Stages:
Agent logs into their agent view (not admin)
Agent opens a lead
Agent sees the custom stages you created
Agent selects the appropriate stage from dropdown
Agent clicks Save
The change updates immediately in your admin dashboard
PART 5: Viewing and Managing Updated Leads (Admin)
After Agents Update Leads:
Go to your admin dashboard
Navigate to the leads section
Search for specific leads (use search function)
View updated stage assignments
All agent modifications appear in real-time
Example from video:
Agent changed "Menites" lead to "Step Three"
Admin searched for "Menites"
Lead showed updated stage immediately
PART 6: Understanding the CRM Views
Two Main Views Available:
Table View
Traditional spreadsheet-style layout
Shows leads in rows
Displays stage in column format
Good for detailed data review
Board View (Kanban)
Visual pipeline layout
Leads appear as cards
Organized by stage columns
Good for visual sales tracking
Drag-and-drop functionality
Both views update simultaneously when changes are made.
PART 7: AI Conversation Integration (For Reference)
What Agents See:
When an agent opens a lead, they can view:
Lead contact information
Complete AI conversation history
What the AI agent discussed with the client
Previous interactions before human takeover
Benefits:
Agents have full context before follow-up
No information loss between AI and human handoff
Smoother customer experience
Better informed sales conversations
Best Practices
When Naming Stages:
✅ Use clear, action-oriented names ✅ Keep names short and scannable ✅ Match stages to your actual sales process ✅ Use consistent terminology across similar widgets ✅ Consider what makes sense for agents to see
When Creating Multiple Widget Stages:
✅ Document which stages apply to which widgets ✅ Consider creating templates for similar business types ✅ Train agents on the meaning of each stage ✅ Review and optimize stages based on usage
Common Use Cases
Example 1: Real Estate Agent Widget
Initial Contact
Property Showing Scheduled
Showing Completed
Offer Submitted
Negotiation
Closed
Example 2: Service Business Widget
Inquiry Received
Quote Sent
Quote Approved
Service Scheduled
Service Completed
Payment Received
Example 3: B2B Sales Widget
Lead Qualified
Discovery Call
Demo Scheduled
Proposal Sent
Negotiation
Contract Signed
Example 4: Dental Practice Widget
New Patient Inquiry
Appointment Scheduled
Treatment Completed
6-Month Reminder Due
12-Month Reminder Due
Follow-Up Scheduled
How This Works for Dental Practice:
When a patient completes their appointment, move them to "Treatment Completed"
Based on their treatment type, move to either "6-Month Reminder Due" or "12-Month Reminder Due"
Use the stages as visual reminders to send WhatsApp follow-up messages
When patient books next appointment, move to "Follow-Up Scheduled"
After next visit, cycle back to appropriate reminder stage
Alternative Dental Stages (More Detailed):
Initial Contact
First Appointment Booked
Checkup Completed
Treatment Plan Proposed
Treatment In Progress
Treatment Completed - 6Mo Follow-Up
Treatment Completed - 12Mo Follow-Up
Pro Tip for Dentists: Use the notes feature in each lead to record:
Date of last visit
Type of treatment completed
Next follow-up date needed
Specific patient preferences or concerns
This allows agents to see patient history and timing when they review leads in each reminder stage.
Troubleshooting
Issue | Solution |
|---|---|
Changes not appearing | Refresh the page and check if you clicked Save |
Agents can't see new stages | Agents need to reload their dashboard |
Can't modify stages | Verify you're logged in as admin, not agent |
Stages showing in wrong order | Re-arrange in Sales Funnel settings and Save again |
Quick Reference Checklist
To Create Custom Stages:
[ ] Log in as admin
[ ] Go to Sales Funnel section
[ ] Select widget to customize
[ ] Edit stage names
[ ] Arrange stage order
[ ] Click Save
[ ] Verify in leads section (Table & Board views)
[ ] Inform agents of new stage meanings
To Invite Agents/Clients:
[ ] Go to Dashboard → Teams
[ ] Click Add New Agents
[ ] Enter name and email
[ ] Select role (Agent)
[ ] Send invitation
[ ] Confirm they received email and can log in
Agent Access Check:
[ ] Confirm agents can see stages
[ ] Verify agents can move leads between stages
[ ] Ensure agents understand stage definitions
Support Resources
Platform Website: https://tochat.be/
Video Tutorial: https://www.youtube.com/watch?v=Z9so-26nemw
For API/Developer Docs: https://services.tochat.be/api/docs
Document created from official Chatwith tutorial by Cisar
Last updated: Based on current platform features as of video publication
