Connect WhatsApp to Your CRM
Overview
The CRM provides a streamlined process to connect your WhatsApp Business account. This guide helps you choose the correct setup path based on your current WhatsApp situation, ensuring a smooth connection that protects your existing account data and messaging capabilities.
Choosing Your Setup Path
You will be presented with three primary options when beginning the WhatsApp connection process. Selecting the path that matches your current setup is crucial for a successful and efficient onboarding.
Connect an Existing WhatsApp Business App (Coexistence)
Choose this option if your business already uses the WhatsApp Business App on a mobile device and you wish to continue using it while also managing conversations within the CRM. This setup, known as Coexistence, allows you to sync recent chat history into the CRM and use features like automation and contact management.
Use this path when:
- You actively use the WhatsApp Business App on a phone.
- You want to keep using the app on that device.
- You want your WhatsApp messages to appear in the CRM.
- You want to import up to six months of past chats.
Requirements: You must verify the phone number's country code, confirm its ownership in your Meta Business Manager, and ensure the WhatsApp Business App is installed and accessible on the device.
Create a New WhatsApp Business Account
Select this path if you are setting up WhatsApp for the first time or want to use a phone number that is not currently linked to a WhatsApp account. You can use a landline, an unused mobile number, or, if eligible, a special 555 business number provided during setup.
Use this path when:
- You do not have an existing WhatsApp Business Account.
- You have a landline or inactive mobile number available.
- You are starting a completely new WhatsApp presence.
- You are eligible for a free +1-555 business number.
Requirements: If using a mobile number currently on a personal WhatsApp or WhatsApp Business App, you must remove it from that app (back up any chats first). The number must be able to receive an SMS or voice call for verification, unless you are using an eligible auto-verified 555 number.
Migrate from Another Business Service Provider (BSP)
This option is for businesses that already have a WhatsApp Business Account managed through another provider (like Twilio, 360Dialog, or similar) and wish to transfer it to the CRM. This process aims to preserve your existing phone number, display name, quality rating, and message templates.
Use this path when:
- Your WhatsApp account is currently managed by another BSP.
- You want to move your existing account to the CRM.
- You want to keep your current phone number and account assets.
- You want to avoid creating a brand-new WhatsApp Business Account.
Requirements: Before starting, you must disable two-step verification on your Meta account, ensure your business is verified in Meta Business Manager, and have an approved display name.
About 555 Business Phone Numbers
Eligible accounts can claim up to two free +1-555 business phone numbers during the WhatsApp setup. These numbers are designed specifically for the WhatsApp Business Platform and are automatically verified, which can significantly speed up onboarding. You only need to get your display name approved by Meta to begin messaging.
Important Notes: 555 numbers are for use exclusively within the WhatsApp Business Platform and cannot be transferred to a different WhatsApp Business Account later. Their availability is subject to eligibility and Meta's approval processes.
Getting Started
To begin, navigate to the Conversations section within your CRM and locate the option to connect a WhatsApp channel. The system will guide you through the steps for your chosen path, which will include logging into your Meta Business Manager account to complete the necessary permissions and verification steps with Meta.