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WhatsApp integration: how to set it up

Felipe Simões

Last updated: June 26, 2026

Note: The WhatsApp integration is available on the Growth plan and above. It is still a beta feature, and it‘s not available to all customers yet. You also need global admin permissions to complete the setup.

The WhatsApp integration in Pipedrive helps you manage conversations, assign numbers to your team and create message templates in one place.

Before getting started, make sure you have a Facebook Account, a Facebook Business Portfolio and a WhatsApp Business Account. These are required to connect WhatsApp to Pipedrive.

You can follow our WhatsApp setup assistant to see a step-by-step guide through the requirements.

Where to find the WhatsApp integration

You can access the WhatsApp integration in your Pipedrive by going to Tools and apps > WhatsApp.

Connecting your WhatsApp Business Account

To start using WhatsApp in Pipedrive, open Tools and apps > WhatsApp. From here, you can click “Get started” to open Pipedrive‘s WhatsApp integration setup assistant (recommended) or “Connect” to go straight to Meta‘s WhatsApp connection flow.

Using Pipedrive‘s setup assistant

We recommend starting with Pipedrive‘s setup assistant by clicking “Get started”. It will help you check if you have everything you need to complete the integration setup.

If you already have everything you need, you can click “Skip assistant” to go back to the integration‘s landing page and start the WhatsApp connection process directly.

Answer the questions accurately and, if any action is necessary on your part, the assistant will guide you to complete that step before advancing to the next session.

Note: The assistant won‘t automate any steps nor change anything in your account; it serves as a checklist of items you‘ll need for a successful connection to your WhatsApp account. If you‘re unsure, you can always go back one step by clicking “Back”.

For the setup to work, you‘ll need:

Facebook account
Facebook Business Portfolio
WhatsApp Business account

Checking for a Facebook account

The first requirement to set up the integration is a standard Facebook account.

Make sure you have your credentials handy, as you’ll need them later.

If you don’t have an account, selecting the appropriate option will show you step-by-step instructions for creating one.

Checking access to a Facebook Business Portfolio

The second requirement is a Facebook Business Portfolio, Meta’s centralized hub for its business assets, including WhatsApp Business.

If you don’t have a Facebook Business Portfolio or need access to one, select the appropriate option.

We‘ll provide you with a link to create one, or a sample request message you can copy and send to your colleague or agency partner who might have control over the business portfolio.

When you‘re done, click “Continue” or “Continue setup.”

Checking for access to a WhatsApp Business account

The final part of our setup assistant will check your WhatsApp Business account.

If you already have access to a business account, you’ll just have to confirm whether it’s already linked to your Facebook Business Portfolio by following the instructions.

If not, go through the instructions to set it up. We recommend using the native mobile app, since it supports coexistence. You’ll also choose whether to convert your WhatsApp personal number to a business number or use a new or existing number.

Note: When converting accounts, you might lose existing chats. Back up your conversations to prevent data loss.

About coexistence

Coexistence lets you use WhatsApp in the mobile app and in Pipedrive simultaneously, switching between devices while keeping all conversations in sync. We recommend using this option for on-the-go work, but it’s not required.

Finishing up with the assistant

When you’re finished with the assistant, it’ll tell you that you’re ready to connect the integration.

Click “Close assistant”, and you‘ll be taken back to the integration landing page. You can now continue to the WhatsApp connection flow.

WhatsApp connection flow

On the integration landing page, click “Connect” to start Meta‘s connection flow.

Click “Continue” to start the connection process, then select the correct Facebook business portfolio that you want to connect to Pipedrive.

Choosing a Business portfolio

The first step is to select the correct Facebook business portfolio that you want to connect to Pipedrive.

If you don‘t have one, you can create one by clicking “Create a Business portfolio” and following the steps. Click “Next” when you‘re ready.

Connecting a WhatsApp Business Account

If you already use WhatsApp Business, select “Connect a WhatsApp Business App” from the second drop-down menu on this step. Choosing any of the other two options will result in an error when trying to add a phone number.

Note: If you previously used another integration, such as Twilio, it might have created a specific account inside your Business portfolio. Reusing it with Pipedrive might generate an error message. Creating a new WhatsApp account solves this problem.

If you don‘t have a Business account yet, select “Create a WhatsApp Business account” and fill out the details. When you‘re done, click “Next”.

On the next screen, select “Use a new or existing WhatsApp number” and click “Next”.

Note: You‘ll still be able to see and access all your numbers later.

We recommend using an existing phone number. Fill in the number in the appropriate field

Alternatively, you can add a new WhatsApp number to your account, which you‘ll then need to verify with a code.

Click “Next” when you‘re done.

Finally, review the data you‘ll share with Pipedrive and click “Confirm”.

You‘ll have to wait a while before reaching the last step, which confirms that the connection was successful.

Click “Finish” and you‘re ready to use the integration.

Managing WhatsApp numbers

Once your account is connected, you can manage how WhatsApp numbers are used across your team.

Go to Tools and apps > WhatsApp > Numbers to view all connected numbers.

In this view, you can add a new phone number, see each number’s status and quality rating, and see which users are assigned to each phone number.

To add a new number, click “+ Add number” and open Meta’s WhatsApp manager.

You can update phone number assignments by clicking the pencil icon to the right of the desired phone number.

On the pop-up, mark the checkbox next to users you want to be able to send messages from that number.

Click “Save” when you‘re done.

Assigning a number allows a user to send messages from that number. Conversations linked to deals or contacts remain visible to anyone who has access to those items.

Note: Each user can only be assigned to one WhatsApp number at a time. If you assign a user to another number, they’re automatically removed from their previous number.

What happens after connecting

After setting up the integration, your team can manage WhatsApp conversations directly in your Pipedrive Sales Inbox. Messages can be linked to deals and contacts, giving full visibility into customer communication for the whole team.

If you disconnect your WhatsApp account, the integration stops syncing new messages. Previously synced messages remain available and become fully accessible again if you reconnect later.

Note: If you wish to delete your conversation history from Pipedrive, read our article about WhatsApp data deletion.

Permissions

Global admin access is required to connect or disconnect the WhatsApp account and to manage numbers and templates.

Regular users can view and interact with conversations based on their access to WhatsApp numbers, deals and contacts.

What you can do with the WhatsApp integration

With WhatsApp in Pipedrive, you can:

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.

Note: For more information on what you can do with the integration, read the WhatsApp integration article.

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