Integration
WhatsApp CRM integration
In a lot of markets the client conversation is on WhatsApp, and it is invisible to the CRM and to everyone except the person holding the phone. Connecting it puts those messages on the contact and company timeline with the email and the meetings.
What syncs
| Object | Direction | What that means |
|---|---|---|
| Messages | Two-way | Conversations sync into the unified inbox and onto the contact timeline, and you can reply from Lumenbase. |
| Contacts | Matched | Chats are matched to existing contacts by phone number, and unmatched numbers can be turned into contacts. |
| Attachments | Into Lumenbase | Files and images shared in a conversation are reachable from the record. |
Setup, in three steps
Step 1
Connect WhatsApp
Settings, then Integrations, then WhatsApp, and follow the linking flow.
Step 2
Set the default visibility
Decide up front whether synced chats are private to you, restricted, or visible to the workspace. Phone conversations blur work and personal more than email does.
Step 3
Check the matching
Review the first batch of matched contacts. Numbers stored in different formats are the usual reason a chat does not attach to the right person.
The full walkthrough, including what to do when something does not connect, is in the Help Center: WhatsApp setup guide
The continuity problem this solves
A client relationship that lives in one person WhatsApp belongs to that person. When they are on holiday, nobody else can see what was agreed. When they leave, it goes with them, and the client finds out by having to repeat themselves.
That is the same argument as email sync and it is sharper here, because phone messages feel private in a way email does not, and they are also where the fastest decisions get made.
Set the privacy default before you roll it out
A personal number carries personal conversations, and people are right to care about that. Set the default visibility to private and let people promote the threads that belong to the firm.
Say what the default is when you announce it. Discovering the setting afterwards is how a rollout gets quietly abandoned.