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Customer WhatsApp messages in one inbox with your CRM.

EasyCRM connects to WhatsApp Business via the Meta WABA Cloud API. Incoming messages land in the unified inbox and the whole team can reply directly in the CRM. The customer keeps using the WhatsApp they know.

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Incoming and outgoing messages in one inbox

When a customer sends a message to your WhatsApp Business account, EasyCRM receives it through a webhook verified by HMAC signature and shows it in the unified inbox next to messages from other channels. You write your reply directly in the EasyCRM inbox and the message goes out via the Meta WABA Cloud API to the customer's WhatsApp.

  • Messages received via a webhook verified by HMAC signature
  • Replies sent via the Meta WABA Cloud API
  • The whole team sees the same conversation thread
  • Filter the inbox by the WhatsApp channel

What happens when a customer does not reply for 24 hours

The Meta WABA Cloud API applies the 24-hour session window rule: you can send free-form messages only within 24 hours of the customer's last message. Outside the window EasyCRM sends an approved message template (WhatsApp Business Template) stored for your channel. If no active template is available, the message is not sent and EasyCRM shows an error.

  • 24-hour session window per Meta WABA rules
  • An approved template is sent outside the window
  • Without an active template, a message outside the window is not sent

The whole team sees the WhatsApp conversation in one inbox

WhatsApp conversations come together in the same inbox as your other channels. The team can mark each conversation as open, snoozed or closed. Role permissions control access to the inbox and replying.

  • WhatsApp conversations in the unified inbox
  • Conversation status: open, snoozed, closed
  • Role-based permissions – controlled inbox access

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

  • The customer chats on WhatsApp, your team works in the CRM
  • Conversations live in a shared inbox, not on a salesperson's personal phone
  • Webhooks verified by HMAC signature
  • Approved templates for messages outside the 24-hour window
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Questions about the WhatsApp Business integration

Yes. The integration uses the Meta WABA Cloud API, which requires an approved WhatsApp Business account (WABA). EasyCRM does not create a WhatsApp Business account for you.

The Meta WABA Cloud API lets you send free-form (non-template) messages only within 24 hours of the customer's last message. After the window you can send only an approved message template. If EasyCRM has no active template for your channel, a message outside the window is not sent.

No. The customer sees messages from your WhatsApp Business number.

Yes. The EasyCRM inbox is shared by the team and role permissions control access.

No. The Meta WABA Cloud API is designed for direct one-to-one messages between a business and a customer. WhatsApp groups and WhatsApp calls are not available via the WABA API.

Give customers a WhatsApp channel – and your team one inbox

Register for free. The unified inbox is available from the Standard plan.

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