Chat with customers via WhatsApp Business directly from the CRM; all messages are saved on the customer card.
The “💬 WhatsApp” section works through the official WhatsApp Business (Meta) integration. The list of chats (last message and unread count) is on the left, and the selected chat is on the right. The list and the open chat refresh automatically. This module is available on the Business plan and higher.
Sending a message
Select a chat from the list, or click “💬 WhatsApp” on the customer card.
If the customer has written in the last 24 hours, type your text in the “Write a message...” field and click “Send” (Enter also sends; Shift+Enter starts a new line).
If the customer has not written in the last 24 hours, select an approved template from the “Select a template...” list.
Fill in the template's {{1}}, {{2}} fields — a preview of the text appears above — and click “Send”.
Messaging a new number and linking it to a customer
Type the number in the “New number: 050...” field and click “+”.
If a message arrives from an unknown number, “Unknown number. Link to a customer:” appears at the top of the chat.
Select the customer from the “Select a customer...” list — the chat is linked to their card.
Rules
Under WhatsApp rules, if the customer has not written in the last 24 hours, you can only send a template approved by Meta.
If WhatsApp is not connected, the history is visible but you cannot send messages; the admin sets up the connection.
An incoming message is automatically linked to a customer or their contact person based on the last 9 digits of the number.
If the “Create a customer card automatically when an unknown number writes on WhatsApp” setting is on, an individual customer card is created automatically for an unknown number.
The notification about an incoming message goes to the employee who last wrote to this number; if there is no such employee, it goes to admins and managers.
Message statuses: ✓ sent, ✓✓ delivered, colored ✓✓ read, ⚠️ error.
Sending requires the add permission for WhatsApp; linking a number to a customer requires the edit permission.
If the customer card has no phone number, you cannot send a WhatsApp message from the card.
If WhatsApp is not connected, the send button is disabled and the reason is shown (Settings → Integrations → WhatsApp). If the customer has not written in 24 hours and there is no approved template, nothing can be sent.
The badges at the top show the connection and template status separately. Writing to a new number opens a “New conversation”; if the number is in the customer base, the customer’s name is shown; the conversation appears in the list after the first message. Enter the number with the country code (+994 50 123 45 67) or locally (050 123 45 67).
Step-by-step guide to connecting WhatsApp with your company’s own number: the “Connecting WhatsApp Business” article (admins only).