WhatsApp Setup

Bsynced CRM integrates with the WhatsApp Business API (via Meta) to let your team send and receive WhatsApp messages directly inside the CRM.

Add-on required

WhatsApp messaging requires the WhatsApp add-on to be enabled in the Marketplace. If you do not see the WhatsApp option in Settings, go to Marketplace and enable it first.

Prerequisites

Before connecting WhatsApp you need:

1. A Meta Business Account — create one at business.facebook.com
2. A WhatsApp Business Account linked to your Meta Business Account
3. A phone number registered with WhatsApp Business API (cannot be a number already used with the regular WhatsApp app)
4. An approved WhatsApp Business API access (apply via Meta Business Manager)
5. At least one approved message template in Meta Business Manager

Connecting WhatsApp

1. Go to Settings → Integrations → WhatsApp.
2. Enter the following credentials from your Meta Business Manager:

Field	Where to find it
Phone Number ID	WhatsApp Manager → Phone Numbers
WhatsApp Business Account ID	WhatsApp Manager → Account
Access Token	Meta Developer Portal → App → Tokens
Webhook Verify Token	A secret string you create yourself (used to verify the webhook)

3. Copy the Webhook URL shown in the CRM (e.g. https://yourapp.bsynced.com/api/whatsapp/webhook).
4. Paste this URL into your Meta App's Webhook settings under WhatsApp → Configuration → Webhook.
5. Set the Webhook Verify Token to match what you entered in the CRM.
6. Subscribe to messages and message_deliveries webhook fields.
7. Click Save in the CRM settings.
8. Click Test Connection — the CRM will send a test ping to verify the credentials are correct.

Approving Message Templates

WhatsApp only allows businesses to initiate conversations using pre-approved templates. To add templates:

1. Go to Meta Business Manager → WhatsApp Manager → Message Templates.
2. Create a template with your message content. Use 1, 2 etc. for variable placeholders.
3. Submit for approval. Approval typically takes a few minutes to 24 hours.
4. Once approved, the template appears in the CRM's template selector automatically.

Named variables

Bsynced CRM supports named template variables using syntax in your template message body (internally mapped to positional parameters). This makes templates easier to read and configure inside the CRM.

Testing the Connection

After saving your credentials:

1. Go to the WhatsApp module.
2. Click + New Conversation.
3. Enter a phone number (including country code, no spaces or dashes, e.g. 447700900000).
4. Select a template and send.

If the message delivers, your integration is working correctly.

24-hour session window

WhatsApp only allows free-form messages within a 24-hour window after a customer messages you first. Outside this window, you must use an approved template to start or re-open a conversation.