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WhatsApp CRM Integration
Every conversation,on the customer record
We connect the WhatsApp Business Platform to your CRM, so every conversation is stored on the right contact, replies come from a shared team inbox and approved templates send updates customers agreed to receive.
Customers already write to your business on WhatsApp, and those conversations belong in your CRM instead of on an employee's phone.
WhatsApp conversations inside your CRM
- 01Chats on contacts
- 02Templates approved
- 03Opt-in recorded
WhatsApp CRM integration links your business number on the WhatsApp Business Platform to your CRM. Incoming messages are matched to a contact by phone number and logged on its timeline. Agents reply from the CRM or a connected inbox. Order updates, appointment reminders and follow-ups are sent as message templates that Meta has approved. We build on Meta's Cloud API and its webhooks.
It suits teams whose sales and support already happen on WhatsApp through personal phones, with no record when someone leaves. The platform has firm rules. A business may reply freely only within a limited window after the customer's last message. Outside it, only approved templates may be sent, to people who opted in, and Meta charges for them. We design the flows around those rules.
Talk to us about your projectCapabilities, End to End
What It Looks Like When It Ships
From Kickoff to Launch
We help you verify the business with Meta, register the number on the platform and decide whether to connect directly or through a solution provider you already use.
Routing, working hours, handover between people and any automated replies are agreed with managers, and templates are written and submitted for approval in each language you use.
Webhook handling, contact matching, sending and CRM logging are built and then tested with a test number, including media, replies to old threads and blocked recipients.
Agents switch from personal phones to the shared inbox in stages, existing customers are told about the official number and the results are reviewed with managers.
Built for Teams Like Yours
What buyers ask before they start
If yours is not here, ask us directly. The first conversation is free and useful whether or not we work together.
Book a callA Meta business portfolio, verification of your business by Meta, a phone number registered on the WhatsApp Business Platform and a display name that Meta accepts. Meta's On-Premises API has been retired, so integrations now use its Cloud API. Meta applies messaging limits that can rise over time. We guide you through each step, though approval decisions rest with Meta and follow its current policies.
Meta's documentation describes pricing per delivered template message, with the rate depending on the template's category, such as marketing, utility or authentication, and the recipient's country. Replies written freely inside the customer service window are not charged, according to the same documentation. Rates and rules change, so we use Meta's current rate card when estimating. A solution provider, if you use one, adds its own fees.
Only with their opt-in and an approved template. After a customer writes to you, a service window opens during which agents may answer in free text. Once it closes, the business must use a template, and marketing templates need clear prior consent. We record how and when each person opted in, and honour a request to stop immediately in both WhatsApp and the CRM.
Not as the main channel, if you want records. Conversations held in the consumer or small business app on a personal phone do not pass through the platform, so nothing reaches the CRM. With this integration, agents answer from the CRM or a shared inbox on the business number. Whether the app and the platform can share one number depends on Meta's current options, which we check for your case.
Several do, and their built-in WhatsApp channels are a good starting point. They suit teams that need a shared inbox and basic templates. Custom integration becomes worthwhile when you need your own routing, messages triggered by events in other systems, more than one number or a CRM that has no WhatsApp channel. We look at what your vendor includes before proposing anything further.
