WhatsApp

WhatsApp Integration enables you to send and receive WhatsApp messages directly from Lead and Deal records in Frappe CRM. All conversations are stored alongside customer records, allowing your sales team to manage customer communication without switching between applications.

Each Lead and Deal includes a dedicated WhatsApp tab that provides a real-time chat interface for communicating with customers and maintaining a complete conversation history.

How WhatsApp Works

WhatsApp conversations are associated with customer records based on their phone numbers.

• Lead — Messages are sent and received using the Lead’s Mobile Number.
• Deal — Messages use the Primary Contact’s mobile number associated with the Deal.

This ensures that every WhatsApp conversation remains connected to the appropriate sales opportunity.

Install the WhatsApp Integration

WhatsApp support requires the separate Frappe WhatsApp application.

You can install it using either of the following methods:

• Frappe Cloud Marketplace — Install the application directly from the Marketplace.
• Manual Installation — Clone and install the Frappe WhatsApp repository on your server.

Configure WhatsApp

After installing the application, complete the following configuration.

1. Create or configure your WhatsApp Business Account and obtain the required API credentials.
2. Open Settings > WhatsApp Settings.
3. Enter your WhatsApp Business credentials.
4. Create and save a Webhook Verification Token.
5. Enable the WhatsApp integration.
6. Save the configuration.

Configure the Webhook

Configure the webhook inside your WhatsApp Business account to allow WhatsApp and Frappe CRM to exchange messages.

When creating the webhook:

• Use your CRM’s webhook URL.
• Enter the same Webhook Verification Token that was configured in WhatsApp Settings.
• Verify the webhook successfully before continuing.

Once verified, subscribe to the required webhook events.

• Subscribe to all webhook fields whenever possible.
• At a minimum, subscribe to messages and message_template_status_update.

Create WhatsApp Templates

WhatsApp Business requires approved message templates before businesses can initiate conversations with customers.

To create a template:

1. Open the WhatsApp Templates DocType.
2. Click Add WhatsApp Template.
3. Enter the template details and message content.
4. Save the template.
5. Submit it for approval if required by WhatsApp Business.

Once approved, templates become available for initiating conversations with Leads and Deal contacts.

Using WhatsApp in CRM

After the integration is configured:

• Open a Lead or Deal.
• Navigate to the WhatsApp tab.
• Select an approved template to start a new conversation.
• Continue chatting normally after the customer replies.

All incoming and outgoing messages are automatically stored with the associated customer record.

Benefits of WhatsApp Integration

• Communicate with customers directly from Frappe CRM.
• Maintain a complete WhatsApp conversation history.
• Reduce switching between CRM and messaging applications.
• Improve customer response times.
• Keep all communication linked to Leads and Deals.

Best Practices

• Use approved WhatsApp templates for initial customer outreach.
• Keep customer phone numbers stored in international format.
• Verify your webhook configuration before going live.
• Create reusable templates for common sales conversations.
• Review message templates regularly to keep them accurate and compliant.