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WhatsApp

Connect the number you already use for your business. You keep sending and receiving on your phone exactly as you do today, and the same conversations appear in Connect-CRM.

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Prerequisites

To connect your WhatsApp account to Connect-CRM, you need the following:
  • The WhatsApp Business app installed on your phone, signed in with the number you want to connect.
  • A Facebook account.
You keep using the number in the WhatsApp Business app. Connecting it to Connect-CRM does not take it away from your phone — messages you send there show up here, and messages you send here arrive as normal on the customer’s side.
Keeping the number on your phone requires the WhatsApp Business app, not the regular WhatsApp app. A number you previously moved onto another WhatsApp Cloud API platform can still be connected, but it stays there — you will not get the chat history import, and messages you send from a phone will not appear in Connect-CRM.

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Steps to Connect WhatsApp

  1. First navigate to the Integrations section in Connect-CRM. You can find this in the main menu under Settings > Connect and manage integrations.
  2. In the Integrations section, look for the WhatsApp integration and click on Connect.
Screenshot of the integration section
  1. A Facebook window opens on top of Connect-CRM. Log in with your Facebook account credentials.
  2. Click on Get started.
  3. Choose a Facebook Business profile, or create one if you do not have one yet.
Screenshot of selecting Facebook businesses.
  1. Select the phone number you use in the WhatsApp Business app.
  2. Choose whether to bring your existing chat history and contacts across, then confirm.
  3. On your phone, open the WhatsApp Business app and go to Settings > Linked devices. Scan the QR code shown in the Facebook window to confirm you own the number.
  4. Review the permissions requested by Connect-CRM and click Continue to grant access.
Screenshot of reviewing Facebook permissions.
  1. Click on Finish. The Facebook window closes and Connect-CRM confirms that WhatsApp is connected.
Screenshot of WhatsApp integration connected.
Keep the Facebook window open until it closes by itself. Closing it early cancels the setup, and you will need to start again from step 2.

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What comes across

If you chose to share them at step 7, Connect-CRM imports:
  • Up to 180 days of your previous conversations. They arrive already marked as read, so your inbox does not open with hundreds of unread messages. They are sorted by when they actually happened, not when they were imported.
  • The names from your WhatsApp address book, so an imported conversation shows who it is with instead of a bare phone number.
Where a phone number matches a contact you already have in Connect-CRM, the conversation is linked to that record automatically. Everything else appears under Unknown contacts in the inbox for you to triage. If you add a contact later, their existing WhatsApp conversations link to them at that point — you do not need to re-import anything.
History and contacts are imported once, during setup. If you skip sharing them, or the import does not finish, the only way to try again is to disconnect and reconnect the number from scratch.
Importing can take a little while for a busy number. Conversations appear in your inbox as they arrive.

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Messages you send from your phone

Once connected, messages you send from the WhatsApp Business app on your phone appear in Connect-CRM as outgoing messages in the same conversation. You do not have to change how you work. Editing or deleting a message on your phone does not change what is already stored in Connect-CRM.

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Limits

  • A connected number can send up to 20 messages per second.
  • WhatsApp conversations belong to the person who connected the number. They appear in that person’s inbox, and only they can send from the number. Colleagues do not see these conversations in their own inbox — connect the number from the account that should own the conversations.

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Facebook Messenger

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Prerequisites

To connect your Facebook Messages account to Connect-CRM, you need the following:
  • A Facebook Business account.

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Steps to Connect Facebook Messenger

  1. First navigate to the Integrations section in Connect-CRM. You can find this in the main menu under Settings > Connect and manage integrations.
  2. In the Integrations section, look for the Facebook Messenger integration and click on Connect.
Screenshot of the integration section
  1. You will be redirected to the Facebook authorization page. Log in with your Facebook account credentials.
  2. Click on Get started.
  3. Choose a Facebook Business profile.
Screenshot of selecting Facebook businesses.
  1. Review the permissions requested by Connect-CRM and click Continue to grant access.
Screenshot of reviewing Facebook permissions.
  1. Click on Finish.
  2. Once authorized, you will be redirected back to Connect-CRM, and your Facebook Messenger account will be connected.
Screenshot of Facebook Messenger integration connected.

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Instagram

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Prerequisites

To connect your Instagram account to Connect-CRM, you need the following:
  • A Facebook Business account with a linked Instagram Business account.

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Steps to Connect Instagram

  1. First navigate to the Integrations section in Connect-CRM. You can find this in the main menu under Settings > Connect and manage integrations.
  2. In the Integrations section, look for the Instagram integration and click on Connect.
Screenshot of the integration section
  1. You will be redirected to the Facebook authorization page. Log in with your Facebook account credentials.
  2. Click on Get started.
  3. Choose a Facebook Business profile that is linked to your Instagram Business account.
Screenshot of selecting Facebook businesses.
  1. Review the permissions requested by Connect-CRM and click Continue to grant access.
Screenshot of reviewing Facebook permissions.
  1. Click on Finish.
  2. Once authorized, you will be redirected back to Connect-CRM, and your Instagram account will be connected.
Screenshot of Instagram integration connected.