WhatsApp in the CRM
Connect TicAte WhatsApp once, then chat from the WhatsApp menu and from every lead, contact, company and deal.
The CRM talks to WhatsApp through TicAte WhatsApp, TicAte's WhatsApp Business app. Connect the two once and you get:
- a WhatsApp menu that shows each person the chats on the records they can see,
- a WhatsApp panel on every lead, contact, company and deal, to read that customer's chat or start one,
- WhatsApp, Instagram and Facebook Messenger chats in the Contact center,
- WhatsApp messages from automations and marketing campaigns.
Your numbers, templates and the WhatsApp account itself are managed in TicAte WhatsApp.
Connect TicAte WhatsApp
You need the owner or admin role.
- In TicAte WhatsApp, open Integrations → TicAte CRM and press Create key. Copy the key.
- In the CRM, open Settings and choose WhatsApp under Communication.
- Leave TicAte WhatsApp address as it is, unless you were given another one.
- Paste the key into API key and press Connect.
When it works, the page says which TicAte WhatsApp workspace it is connected to. Your numbers are connected in the Contact center too, and WhatsApp appears on records within a minute.
If the key is deleted or changed in TicAte WhatsApp, the page warns that it no longer works. Make a new key there and paste it here; the WhatsApp menu, the record panels and the contact center all recover.
Chat from the WhatsApp menu
Open WhatsApp in the left menu. TicAte WhatsApp's inbox opens inside the CRM, showing the chats on the records you can see.
If you see WhatsApp is not connected yet, ask an owner or admin to connect it.
Chat from a record
On a lead, contact, company or deal, click the WhatsApp panel to open it. It shows that customer's chat, or lets you start one and send the first message.
Bring your WhatsApp contacts into the CRM
Once connected, Settings → WhatsApp shows a Contacts card. An owner, admin or manager can press Import from WhatsApp to add everyone in your TicAte WhatsApp contact list as CRM contacts.
- Numbers the CRM already has, on any contact, lead or company, are left alone.
- You can match WhatsApp fields to CRM contact fields, choose Who they belong to and tag them.
- No automation runs and nobody is messaged.