How to Integrate WhatsApp

WhatsApp messaging enables real-time communication with your customers, offering high engagement and visibility, similar to Facebook Messenger. It combines the immediacy of SMS with interactive messaging capabilities, ensuring low response times. You can integrate a new number from the system or connect an existing WhatsApp Personal or Business number to leverage this powerful communication tool.

Getting Started with WhatsApp Integration

Before diving into the integration process, ensure you have the following:

• An active CRM account with administrative access.
• A valid WhatsApp number or a verified CRM phone number.

Unsupported Countries

📌Note: WhatsApp Business account phone numbers from the following countries and regions are not supported:

• Australia
• India
• Japan
• Nigeria
• Philippines
• Russia OK
• South Korea
• South Africa
• Turkey
• European Economic Area (EEA)
• European Union (EU)
• United Kingdom (UK)

Register for WhatsApp Integration

Once all prerequisites are in place, proceed to the WhatsApp Integration tab within the CRM Settings. Here, you will find an option to initiate your WhatsApp subscription. Complete the required details to begin the setup process.

Upon subscribing, you will be prompted to sign in with your Facebook account.

For assistance with linking your WhatsApp Business number to a Facebook Page, refer to the article “How to Link Your WhatsApp Business Account to a Facebook Page” before proceeding.

Next, connect your Facebook account by logging in to your account and allowing the permissions.

You will then be required to select a business from your portfolio or manually enter your business information to connect it with your phone number. This information will not be visible to your contacts.

Next, create or select an account or connect your WhatsApp business Profile. This will be what customers see when interacting with your account. 

Creating a Profile

If you have not created a WhatsApp Business account, you can do so here. The steps to follow will be as follows:

1. Add the WhatsApp business account name. This will be the name you select when connecting your Facebook profile.
2. Set a display name; this will be shown to the contacts and must match your business name.
3. Select a Category for your business; this information is used by Meta to promote your business.

After filling in the information, click Next and add the phone number you'll be using for your WhatsApp before selecting a verification method. Once the phone is verified, your WhatsApp profile will be connected.

Once the profile has been created/selected, click save to accept the permissions, then click finish to set the connection.

After finishing the Facebook log-in, you will be prompted to add a phone number to the system. Once selected, you will no longer be able to access it from the WhatsApp mobile app.

Select the verification method for the number. If using an existing phone number, enable call forwarding to receive the verification code from Meta, or if selecting SMS, the verification code will appear under the Conversations tab.

Connecting Your Existing WhatsApp Business App

If you have already created and connected a WhatsApp business profile to your Facebook profile, you can connect it with the CRM by selecting the area code from the drop-down menu and entering the number in the field provided. 

Next, choose the most suitable time zone from the available options.

Import your contacts and up to six months of chat history from the WhatsApp Business app by scanning the QR code displayed on the screen. Connecting your WhatsApp Business app ensures seamless integration, allowing you to retain full access to its features while utilizing the CRM.

Once the phone number is verified, it will be connected to the CRM for you to start managing your WhatsApp conversations and business profile. This extra conversation channel allows you to connect better with your clients. Check the articles “WhatsApp Business Profile Management” and “Conversations & WhatsApp” to learn more about WhatsApp communications!

✍️Important Notes

1. Sending template messages is not supported via the WhatsApp Business App; it can only be sent through the CRM.
2. You will be able to manage your WhatsApp profile from the WhatsApp Business App and not from the CRM.
3. During the synchronisation process, please ensure that your WhatsApp Business App remains open and active on your device and that your device maintains a stable internet connection throughout the process. These steps are crucial for a successful and uninterrupted data transfer.