WhatsApp in your CRM: chats and calls in the client card

While WhatsApp lives on managers’ phones, clients slip away unnoticed

• A manager leaves — and the clients leave too All the chats were on their personal phone. Once connected, the history stays in the client card and passes to the next manager.
• A missed call is a deal for a competitor A WhatsApp call is seen only by the phone in someone’s pocket. Once connected, the call reaches the CRM, and nobody forgets to call back.
• The head of sales doesn’t know what was promised Deadlines, discounts and agreements stay in someone else’s chat. Once connected, chats and call recordings sit in the card, where the head of sales can open them.
• Phone in one hand, CRM in the other Read it on the phone, find the client in the CRM, retype it by hand. Once connected, the client, deals and history sit right next to the conversation.

We pick the path that fits your number and your CRM

First we check what is actually available to your number. Then we propose a path — without promises your number cannot keep.

With your current WhatsApp number

The incoming call is recorded in the CRM as a request. The answer happens on the linked phone; the call back goes from the card through the connected line.

• No need to change the number
• The CRM finds the client and the history
• The manager does not forget to call back

Official WhatsApp calls

Official connection of inbound and outbound WhatsApp calls to your infrastructure — after we check whether the feature is available for your number.

• Inbound and outbound calls
• Linked to the CRM and telephony
• Outbound call — with the client's permission

Official messaging, the app stays on your phone

The number from the WhatsApp Business app is connected to the official Meta interface, and the app keeps working: a manager replies both from the phone and from your CRM. Calls on the same number go through our channel — just like with us: in your CRM, with history and recording.

• The number and the app stay
• The last six months of chats can be moved to your CRM
• Official connection through Meta

Three steps to the connection

1. Leave your number and CRM We need a working contact, the CRM you use and your current WhatsApp number.
2. We check compatibility We look at what is available to your number and your CRM and propose a fitting path with the price.
3. We connect and verify We link call events to the CRM and walk the whole path with your team before handing it over.

Calls for your team and your PBX

A client calls on WhatsApp — with a suitable line, your team sees the incoming call. An available manager answers with the client history at hand. If you already use a PBX, we will check how it can work with your CRM.

Three ways to connect — prices up front

Pick what fits your work: our channel on your current number, the official path where the number moves entirely into your CRM, or Coexistence — official messaging while the app stays on your phone. The subscription is shown per month; when you pay for six months or a year it is paid in advance.

What people usually ask before starting

Connecting

How long does connecting through your channel take?

Fast: the number is linked to the platform and calls start landing in your CRM. We name the exact timeline after the free check — it depends on what you already have set up. Inventing a number of days before the check would be worse than saying «we will tell you exactly».

How long does the official path take?

Longer, and that timeline is not ours: WhatsApp reviews the number and the business account itself, and we do not control how fast that review goes. So we do not promise «tomorrow» on the official path. We name the real timeline after checking your number.

Can we keep our current number?

Yes, with two of the three ways. On our channel we work with your current WhatsApp number, and the app on your phone stays. Coexistence also keeps the number in the WhatsApp Business app and connects it officially. On the official path the number moves entirely into the platform interface: the app account on this number is deleted — we say so before the start, not in the middle.

Can we connect officially and keep the app on the phone?

Yes — this is Coexistence, Meta's own official way. The number from the WhatsApp Business app is connected to the official interface, and the app keeps working: new one-to-one chats are visible both on the phone and in your CRM. Contacts are moved over at connection, and the last 6 months of history if you allow sharing it; attachments from the history only for the last 14 days. Know in advance: groups stay in the app only and do not reach your CRM; calls on the same number go through our channel and reach your CRM — this is a separate option for the line, its price is named at the free number check, and the device is linked once by QR code; disappearing messages, view once, live location and broadcast lists are turned off in the app; the app must be version 2.24.17 or newer; if the app is not opened for about 14 days, the platform disconnects the number from your CRM.

What do you need from us?

Three things: the WhatsApp number, access to your CRM (or admin rights in it) and one responsible person to verify the setup with. The rest is on us.

Chats in the CRM

Will the WhatsApp number get blocked?

Our channel works through regular WhatsApp and, like any unofficial connection, carries a risk of restrictions — we say so up front. For numbers where that risk is unacceptable, there is the official WhatsApp Business API.

Is it hard to roll out?

An administrator connects the number and grants access once. The manager sets up nothing — the window simply appears in their CRM.

Managers are used to their phones. Will they want this?

It gets easier for them: one screen instead of a phone plus the CRM, and no hunting for the deal — it is right next to the conversation.

We already use another WhatsApp tool

You can start with one department and compare on real work. The key difference: the manager works right inside the CRM card, not in a separate window beside it.

Where are the conversations stored?

With your company: roles and departments decide who can access them, not a particular manager’s phone. Different clients’ portals are isolated from one another.

Calls

Can we call the client first?

On our channel and with Coexistence — yes, no permission needed. On the official path — only if the client has granted calling permission: without it the platform will not put the call through.

Can the client call us first?

On our channel and with Coexistence — yes, and the call reaches your CRM. On the official path too; there all inbound calls from the user are free — the business pays only for its own outbound calls. On our channel and with Coexistence there is no platform charge for calls.

Is client permission required and how is it obtained?

Only on the official path. Permission is requested with a message in the chat; it is also granted automatically when the client calls you, or the client can grant it in the business profile. A temporary permission lasts 7 calendar days (168 hours); a permanent one also exists. You may ask no more than once in 24 hours and no more than twice in 7 days. The client can revoke permission at any time, and four consecutive unanswered calls revoke it automatically. These are the platform's rules, not ours.

What happens if there is no permission?

You will not be able to call first on the official path — the platform will not allow it. What remains is writing in the chat and waiting for the client to call or to grant permission. This is one of the reasons our channel suits most companies: it has no such limit at all.

Call recording

When does the recording land in the card?

When the conversation went through a connected line. There are three such lines: our WhatsApp channel, Bitrix24 telephony, and recording straight from the work window in the browser. In those cases the ticket keeps the recording, the transcript and a short summary.

When will there be no recording?

If nobody picked up, there is nothing to record. If the call happened but the file is still on its way, the card says exactly that: «recording expected». We deliberately do not merge «there will be no recording» with «still on its way»: in the first case waiting is pointless, in the second you should wait.

What if the manager called from a personal phone?

Then there will be no recording, and you should know this in advance. A phone-to-phone conversation outside a connected line is invisible to the CRM: no call card, no recording, no transcript. No setting fixes this — as far as the system is concerned the call never happened. That is exactly the point of connecting: calls should go through the line, not past it.

Is it legal to record, and who must be warned?

Recording is allowed if you warned the other party and they agree: under Kazakhstan law a call recording is processing of personal data. Both sides must be warned: the client and your own staff. Agree the wording with your own lawyer — we do not replace it and we do not give legal advice.

Where is the recording stored, and for how long?

As an attachment on the ticket itself, inside your account on our server. There is no separate auto-deletion period for recordings: a recording lives as long as its ticket and is deleted together with it. The technical call log is a different thing: it is an internal breakdown of the attempt, it is cleaned after 90 days and has nothing to do with the recording itself.

Money

What makes up your price?

Two parts. First, the subscription to a WhatsApp line: per line, and you choose what it includes — messaging, groups, calls, or all of it; pay for a year and two months of it are free. Second, a one-off connection fee: it depends on the billing term and is not charged at all when you pay a year up front. Both prices are above, in the Pricing section. Non-standard work on your CRM, if it is needed, we quote at the free check.

What makes up the price of the official path?

Three parts: the line subscription — one and a half times our channel, with two months free when you pay for a year; a one-off connection fee — twice that of our channel and also depending on the billing term; and the platform fee for outbound calls — WhatsApp sets its rate by the country of the person you call and by volume. The first two are in the Pricing section above; the third we calculate at the check from your volume.

What makes up the price of Coexistence?

Two parts: a subscription to the messaging line — at the price of messaging on the official path, with two months free when you pay for a year; and a one-off connection fee — as on the official path, it also depends on the billing term and is not charged for a year up front. Calls are a separate option for the line: they go through our channel, not through the platform, so there is no platform charge for calls. The price of the option is named at the free number check. The amounts are in the Pricing section.

Is the connection charged separately?

Yes, once, and with all three ways the amount depends on the billing term: billed monthly — the full amount, six months up front — half, a year up front — free. On the official path and with Coexistence connection costs twice as much: it involves separate work with the WhatsApp platform. The amounts are in the Pricing section.

Is there a charge for the conversations themselves?

On our channel, no — however long you talk. With Coexistence, no as well: calls go through our channel on the same number, with no platform charge for the conversation. On the official path inbound calls from the client are free, while the business pays for outbound: the rate is set by the platform itself and depends on the country of the person you call and on monthly volume, so we calculate that part at the check from your volume. How the counting works there is explained in the help centre article.

Can we try before paying?

Yes, and the first step costs nothing: we check your number and your CRM for free and tell you what will actually work for you. A 3-day trial of the line is opened at the first connection with the full make-up: messaging, groups and calls (on official WhatsApp — messaging and calls). After the trial the line runs with the make-up you paid for. The price we name at the check, before the work starts.

CRM

We use Bitrix24 — what do we get?

Calls and chats arrive in the portal, find the client and stay in their card; the recording is also pulled through the portal’s telephony.

We use amoCRM or another CRM?

Chats and calls land in the client card the same way. We work with amoCRM as a partner and connect other CRMs through their developer interface. If your CRM has no open interface, we’ll say so honestly at the check and suggest options instead of starting blind.

What if we work in TehProf.kz Support?

Then the calls land in the service itself: client card, history of requests, recording and transcript in the ticket. No separate integration between systems is needed — it is one system.

What if we have no CRM at all?

That works too: calls can land in TehProf.kz Support — it has a client card, a history of requests and a free plan. We will go through this on the same free check.