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Incoming WhatsApp chats written to the right customer record, and business events sent out as approved templates.
Setting up the number is a separate job. This page is about connecting it to everything else.
Incoming messages match a contact and create a lead if needed; invoices, payments and orders elsewhere trigger WhatsApp messages without anyone opening a phone.
A WhatsApp API integration with your CRM means nobody copies chats by hand. When a customer writes in, the message is matched to a contact by phone number, a lead or ticket is created if none exists, and the conversation is visible to whoever owns that customer. When something happens in another system, such as an invoice raised in Tally, a Razorpay payment received or a Shopify order shipped, the customer gets a WhatsApp message about it without anyone opening a phone.
The number, verification, display name and first templates are covered by our WhatsApp Business API setup service. Lead qualification and routing logic is covered by WhatsApp automation. The integration is the layer underneath both: webhooks in, API calls out, and a record of every message tied to the right customer.
Each one is a small, testable piece. Most projects start with one or two.
Each incoming message is matched by phone number and saved against a lead.
Meta posts each incoming message to your webhook under the messages field. We read contacts.wa_id, messages.from, messages.id and the message body, match the sender to a contact, and write the message against a lead in Desk or your CRM. See Meta's messages webhook reference.
Sent, delivered and read statuses stored, so failed sends are retried or flagged.
The same webhook reports sent, delivered and read statuses for messages you send, with statuses.recipient_id, errors and a pricing.category. We store them so staff can see whether a payment reminder was read, and so failed sends are retried or flagged instead of lost.
Invoices, payment links, dispatches and bookings trigger approved utility templates.
An invoice created, a payment link issued, an order dispatched or an appointment booked triggers a call to POST /<PHONE_NUMBER_ID>/messages with an approved utility template and its variables (name, invoice number, amount, date). See send messages.
Taps on Confirm, Change address or Cancel update the source system.
Interactive reply buttons such as Confirm, Change address or Cancel come back as webhook events. We turn each tap into an update in the source system, for example holding a cash on delivery order in Shopify until the customer confirms.
Several staff on one number, each chat with an owner and searchable history.
Several staff on one number, each chat assigned to an owner, with the history searchable later. This is what our WhatsApp CRM product does; we connect it to the systems you already use.
The endpoint echoes Meta's challenge only when your verify token matches.
On subscription Meta sends hub.mode=subscribe, a hub.challenge and your hub.verify_token. The endpoint returns the challenge only if the token matches. See create a webhook endpoint.
Every POST's HMAC signature is checked against your app secret.
Every POST carries X-Hub-Signature-256, an HMAC SHA256 of the body keyed with your app secret. A payload that does not match is rejected.
Answer 200 at once, queue the payload, and process each message id once.
The endpoint answers 200 at once and queues the payload. Meta retries failed deliveries for up to 7 days, which can produce duplicates, so each messages.id is processed once.
The message is stored, matched to a contact and handed on by your rules.
The message is stored, matched to a contact and handed to the CRM, an AI reply step or a person, depending on your rules.
Free-form replies only inside the 24-hour window; templates outside it.
When a customer messages you, a 24-hour customer service window opens. Inside it you can send free-form replies; outside it only pre-approved templates. Integrations check the window before choosing what to send.
Business-initiated messages need an approved template and the person's agreement. No bought lists.
A business-initiated message must use an approved template, and the person must have agreed to hear from you on WhatsApp. We do not build sends to bought lists.
One webhook POST can carry many updates, so handlers process every item.
Webhook POSTs can carry many updates at once and payloads can be up to 3 MB, so handlers process every item, not just the first.
We work in your Meta account, not as a Meta partner, and Meta bills you directly.
We are developers working in your Meta account. We are not a Meta partner or Business Solution Provider, and Meta bills messages to your own WhatsApp Business Account.
Admin access to your Meta business portfolio, the account and number, API keys for each system and a template approver. Tokens stay in your secrets store.
Admin access to your Meta business portfolio, or someone on your side who can grant it; the WhatsApp Business Account and phone number (we can set these up first through the setup service); a list of the systems to connect and an API key or login for each, issued in your company's name; and a person who will approve template wording. Access tokens live in a secrets store on your server or n8n instance, never pasted inside a workflow, and you can revoke our access at any time.
If you are still choosing between the free app and the API, read WhatsApp Business API vs the Business app first.
Setup gets the account, number, display name and first templates approved. Integration connects that number to your CRM, store, payment gateway or accounting software so messages and records move without copying. Many clients need both, in that order.
Yes, if the CRM has an API. Desk is our own CRM and the simplest fit, but it is not required.
Yes. We read new sales vouchers from TallyPrime and send a utility template with the invoice details. See Tally integration.
Meta retries delivery with decreasing frequency for up to 7 days. Because retries can repeat a message, our handlers ignore any message id they have already stored.
No. Message charges are billed by Meta to your WhatsApp Business Account. We charge for the integration work.
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