WhatsApp messaging lets you communicate with your customers in real time, with high engagement and visibility, much like Facebook Messenger. It brings together the immediacy of SMS with interactive messaging, keeping response times low. You can set up a new number through the system or connect an existing WhatsApp Personal or Business number to get started.
Getting Started with WhatsApp Integration
Before you begin, make sure 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 everything is in place, go to the WhatsApp Integration tab in the CRM Settings. You'll see an option to start your WhatsApp subscription. Fill in the required details to begin.
Once you've subscribed, you'll be asked to sign in with your Facebook account.
For help 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 continuing.
Next, connect your Facebook account by logging in and allowing the requested permissions.
You'll then need to select a business from your portfolio, or enter your business information manually, to connect it with your phone number. This information won't be visible to your contacts.
Next, create or select an account, or connect your WhatsApp Business Profile. This is what customers will see when they interact with your account.
Creating a Profile
If you haven't created a WhatsApp Business account yet, you can do so here. Follow these steps:
- Add the WhatsApp business account name. This is the name you select when connecting your Facebook profile.
- Set a display name; this is shown to contacts and must match your business name.
- Select a Category for your business; Meta uses this information to promote your business.
Once you've filled in the details, click Next and add the phone number you'll be using for WhatsApp, then choose a verification method. Once the number is verified, your WhatsApp profile will be connected.
Once the profile has been created or selected, click Save to accept the permissions, then click Finish to complete the connection.
After finishing the Facebook login, you'll be asked to add a phone number to the system. Once selected, you'll no longer be able to access it from the WhatsApp mobile app.
Choose a verification method for the number. If you're using an existing phone number, enable call forwarding to receive the verification code from Meta. If you choose SMS, the verification code will appear under the Conversations tab.
Connecting Your Existing WhatsApp Business App
If you've 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 shown on screen. Connecting your WhatsApp Business app keeps everything in sync, so you can retain full access to its features while using the CRM.
Once the phone number is verified, it will be connected to the CRM and you can start managing your WhatsApp conversations and business profile. This extra channel helps you stay in closer contact with your clients. See the articles "WhatsApp Business Profile Management" and "Conversations & WhatsApp" to learn more about WhatsApp communications!
✍️Important Notes
- Sending template messages is not supported via the WhatsApp Business App; it can only be sent through the CRM.
- You'll be able to manage your WhatsApp profile from the WhatsApp Business App, not from the CRM.
- During the synchronisation process, please make sure your WhatsApp Business App stays open and active on your device, and that your device has a stable internet connection throughout. These steps are important for a smooth and uninterrupted data transfer.