WhatsApp integration
The WhatsApp integration lets you manage your WhatsApp conversations directly in Pipedrive, keeping your sales communication organized and connected to your deals and contacts.
This feature allows you to view conversations, send template messages, reply in real time and link chats to your pipeline so your team always has full context.
What you can do with WhatsApp messaging
Bring all your sales conversations into Pipedrive.
Respond to new leads, follow up on conversations and use message templates when you need to re-engage with a contact.
Send reminders, share next steps and stay on top of renewals or upgrades.
Meet the customers where they are, respond faster and follow up smarter, all while staying on top of every deal.
With real-time chatting, you can reduce missed connections and slow or crowded email inboxes, enabling lightweight back-and-forth conversations that feel more natural.
Where to find WhatsApp conversations
You can access WhatsApp messaging in the Sales Inbox and in the detail views of deals and contacts.
Sales Inbox
Open the Sales Inbox and click the WhatsApp integration to view a list of WhatsApp conversations associated with your assigned number.
From here, you can open any conversation, read messages, reply and link conversations to deals or contacts.
Detail view
Open a deal or person to see all WhatsApp conversations linked to that item. This gives you full visibility into past interactions without leaving the context of your pipeline.
How to start a WhatsApp conversation
Go to Sales Inbox > WhatsApp and select a person or enter a WhatsApp number to start a conversation. If the contact already has a phone number with a country code, it will be prefilled so you can start right away.
If the contact doesn’t have a number in Pipedrive, or the number is missing a country code, you can enter the correct WhatsApp number manually in the input field.
You can also click “+ Conversation” at any time to start a new conversation with an existing contact or a new one.
To continue chatting with a customer, click one of the existing conversations from the list.
How to reply with free text messages
Within 24 hours of receiving the customer’s last message, you can still send them free text messages. You‘ll see how much time you have left on top of the text box.
Open any active conversation and type your message in the text field to continue the discussion. Once your message is ready, send it directly from the conversation view.
After 24 hours, you won’t be able to send free text messages, and you’ll be prompted to select a template to comply with WhatsApp’s policy.
Working with WhatsApp templates
WhatsApp templates let you start new conversations or continue existing ones with pre-approved messages.
WhatsApp policy also dictates that you can only reply in free-form text within 24 hours after receiving a message from a customer. After that period, you‘re required to use a template.
Creating templates
To create a template, go to Tools and apps > WhatsApp > Templates and click “+ Template”.
In the Add template modal, you can define template details, such as category, name, message content and language. You can also add message content and include variables to automatically fill in information.
Once the template is created, it needs to be approved by Meta before it becomes available for sending, which can take up to 48 hours.
You can also create templates using WhatsApp Manager.
Template requirements and limitations
When creating and using templates, keep the following in mind:
Templates must be approved by Meta before they can be sent
Templates are required to start or continue conversations after 24 hours of the last customer message
Variables can be added, but they must be filled in before sending
Template structure and content must comply with WhatsApp Business Platform guidelines
Sending a template
To send a template, open a conversation and click “Send template”.
You can search and select a template based on its name, category, language or content.
After selecting a template, click “Next” and review the content to fill in any required variables. A preview will show how the message will appear to the recipient.
Click “Send” to deliver the message.
Managing templates
If you’re an admin user, you can view and manage templates in Tools and apps > WhatsApp > Templates. Editing templates in Pipedrive is currently not possible; you have to do it in WhatsApp Manager.
Linking conversations to deals and contacts
Linking conversations lets your team see all communication in the right context. After linking the conversations, they become visible to anyone who has access to those linked items.
Linking to an existing deal or person
When you open a conversation that still hasn‘t been linked to a deal, you‘ll see the following buttons on the right-hand side. Choose “Link deal” or “Link person”.
The button will turn into a search field, where you can find the relevant item and select it to create the connection.
Creating and linking a new item
From the same linking options, you can create a new deal or person. Just type in the name of the new contact, for example, and Pipedrive automatically uses the typed name as the name for the person. The same thing applies to deals and organizations.
The WhatsApp number is also saved as the contact‘s phone number, helping you keep contact data accurate without extra steps.
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