WhatsApp Business integration

Customer WhatsApp messages in your CRM – no app switching.

EasyCRM connects to WhatsApp Business via the Meta WABA Cloud API. Every inbound message lands in the unified inbox on the contact record and the whole team can reply directly from the CRM. Customers use the WhatsApp they know – your team has the full history in one place.

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Two-way messaging

Inbound and outbound messages in one shared inbox

When a customer sends a message to your WhatsApp Business account, EasyCRM receives it in real time via an HMAC-verified webhook and displays it in the unified inbox – on the contact record, chronologically alongside emails and messages from other channels. You write a reply inside the EasyCRM inbox and it is sent via the Meta WABA Cloud API to the customer's WhatsApp. The customer receives your reply in the WhatsApp app they are used to, and they do not need to know that you are working in a CRM on the other side.

Real-time message receipt via HMAC-verified webhook
Replies sent directly via the Meta WABA Cloud API
All messages visible on the relevant contact record
The whole team sees the same conversation thread
Filter inbox by the WhatsApp channel

WhatsApp Business otvorené

HMAC overený webhook

24-hour window and templates

What happens when a customer does not reply within 24 hours

The Meta WABA Cloud API enforces a 24-hour session window rule: free-form messages can only be sent within 24 hours of the customer's last message. If the customer does not reply within that window or the conversation goes inactive, EasyCRM automatically falls back to approved WhatsApp Business Templates. You manage templates directly in EasyCRM – store them and select the right one for each situation, for example a quote follow-up or a meeting confirmation. This is standard Meta WABA behaviour; EasyCRM fully respects it and informs the agent of the window status.

24-hour session window as per Meta WABA rules
Automatic template fallback when the window expires
Manage approved templates directly in EasyCRM
Agent is informed of window status when composing a reply
No unauthorised messages outside an open session

24h okno vypršalo

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Team visibility and context

The full team sees the WhatsApp conversation in CRM context

WhatsApp messages in EasyCRM are not isolated – every conversation is linked to a contact, lead, or deal. When a customer writes in, the team sees not just the message but the full history: previous VipTEL calls, email threads, quote status, and activities. Conversation status (open, snoozed, closed) updates in real time via WebSocket – no colleague will reply twice to the same message. Access to WhatsApp conversations is controlled by role permissions: team members see only what they are authorised to see.

WhatsApp conversation linked to the contact record in CRM
Team sees the full customer history – not just messages
Real-time conversation status (open/snoozed/closed)
Role-based permissions for controlled inbox access
Connection to deal status and activities

open

What you gain

WhatsApp as part of your sales process, not a separate app

Customers use WhatsApp, the team works in the CRM – no split workflow
No message lost in a salesperson's personal phone
Full conversation history on the contact record – even a year later
Templates ensure the team always complies with Meta WABA rules
Managers have visibility into WhatsApp communication without joining a group
The EasyCRM mobile app shows WhatsApp messages even offline

Works with

Unified inbox Messenger and Instagram Pricing and plans

FAQ

Questions about WhatsApp Business integration

: Yes. The integration uses the Meta WABA Cloud API, which requires an approved WhatsApp Business Account (WABA). EasyCRM connects to your existing WABA account – it does not create a new account for you.
: The Meta WABA Cloud API allows free-form messages only within 24 hours of the customer's last message. After that window closes, you must use an approved message template. EasyCRM shows you the window status and automatically prompts you to select a template if the window has expired.
: No. The customer sees messages from your WhatsApp Business number. EasyCRM is invisible to the customer – it is simply the tool through which your team reads and sends messages.
: Yes. The EasyCRM inbox is shared. Conversation status updates in real time – when one colleague replies, all others see it immediately. Nobody will reply twice to the same message.
: No. The Meta WABA Cloud API is designed for direct business-to-customer messaging (1:1). WhatsApp groups and WhatsApp voice calls are not available through the WABA API.

Give customers a WhatsApp channel – and your team the CRM context to go with it

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