WhatsApp integration: how to set it up

where-to-find-the-whats-app-integration

Where to find the WhatsApp integration

connect-your-whats-app-business-account

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Connect additional WhatsApp Business Accounts

Connect your WhatsApp Business Account

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Check for a Facebook account

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Check your access to a Meta business portfolio

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Check for access to a WhatsApp Business Account

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About coexistence

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Chat history import

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Finish up with the assistant

Start with Pipedrive‘s setup assistant

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Choose a Business portfolio

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Connect a WhatsApp Business Account

WhatsApp connection flow

managing-whats-app-numbers

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Understand phone number statuses

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Adding numbers to WhatsApp

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Remove numbers from WhatsApp

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Apply a display name change

Managing WhatsApp numbers

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If a connected account loses access

What happens after connecting

WhatsApp integration

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What you can do with WhatsApp messaging

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Sales Inbox

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Detail view

Where to find WhatsApp conversations

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Starting a conversation from the detail pages

How to start a WhatsApp conversation

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Replying with free text

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Sending a template

Sending messages: free text vs. templates

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Creating templates

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Template requirements and limitations

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Managing templates

Working with WhatsApp templates

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How conversations are linked automatically

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Linking to an existing deal, lead, project or person

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Creating and linking a new item

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Viewing linked conversations on leads and projects

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Changing or removing a link

Linking conversations to deals and contacts

messaging

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Working with files and media

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Scheduling messages

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File browser

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Message delivery status

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Message reactions

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Marking a conversation as unread

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Deleting a conversation

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Notifications

Messaging

<div class="support-note success primary"><strong>Important:</strong> The WhatsApp integration is available on the Growth plan and above. It’s still a beta feature, and it’s not available to all customers yet.</div>
<p style="text-align: justify">Once WhatsApp is connected and your conversations are linked to deals and contacts, you can reply, send templates, and manage each conversation directly in Pipedrive. This article covers day-to-day messaging. For connecting WhatsApp to Pipedrive, see the “WhatsApp integration: how to set it up” article. For an overview of WhatsApp in Pipedrive, linking conversations to deals and contacts, and permissions, see the <strong><a href="https://support.pipedrive.com/article/whatsapp-integration" target="_blank" rel="noreferrer noopener">WhatsApp integration article</a></strong>.</p>
<hr>
<h2>Compose and send messages<a name="compose-and-send-messages"></a></h2>
<p style="text-align: justify">Reply with free text, send an approved template, schedule a message for later, or send it now, then track whether it was delivered and see how your contact reacted.</p>
<h3>Reply with free text<a name="reply-with-free-text"></a></h3>
<p style="text-align: justify">WhatsApp only lets you continue an existing conversation with free text for 24 hours after the customer’s most recent message. Once that window closes, you’re required to use an approved template to continue.</p>
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/send%20template%20prompt.png" alt=""></figure>
<p style="text-align: justify">The composer indicates whether the service window is currently open and how much time you have left to reply.</p>
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/time%20left%20to%20reply.png" alt=""></figure>
<p style="text-align: justify">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.</p>
<p style="text-align: justify">If your WhatsApp account is configured for coexistence, you’ll also see a link to open the conversation directly in the WhatsApp app.</p>
<h3>Coexistence mode<a name="coexistence-mode"></a></h3>
<p style="text-align: justify">If your WhatsApp Business number is configured for coexistence, Pipedrive and the WhatsApp Business app can share the same number simultaneously. Incoming messages are visible in both, and you can reply from either platform.</p>
<p style="text-align: justify">When coexistence is active, a <strong>“Chat in WhatsApp”</strong> link appears in the conversation composer, allowing you to switch to the WhatsApp app for any thread at any time.</p>
<div style="text-align: justify" class="support-note success primary"><strong>Note:</strong> Messages sent from the WhatsApp Business app are visible in Pipedrive. Messages sent from Pipedrive are not visible in the WhatsApp Business app.</div>
<h3>Send a template<a name="send-a-template"></a></h3>
<p style="text-align: justify">To send a template, open a conversation and click <strong>“Send template”</strong>. You can search and select a template based on its name, category, language, or content.</p>
<figure><img src="https://kb-cms.pipedriveassets.com/send%20template%20button.png" alt=""></figure>
<p style="text-align: justify">After selecting a template, click <strong>“Next”</strong> and review the content to fill in any required variables.</p>
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/Container.png" alt=""></figure>
<p style="text-align: justify">A preview will show how the message will appear to the recipient. Click <strong>“Send”</strong> to deliver the message.</p>
<p style="text-align: justify">To create or manage the templates available here, see the “Managing WhatsApp templates” article.</p>
<h3>Schedule messages<a name="schedule-messages"></a></h3>
<p style="text-align: justify">Instead of sending a message immediately, you can also schedule it to go out at a future date and time. This works for freeform text messages, templates, and file attachments.</p>
<p style="text-align: justify">To schedule a message, compose it as normal and then open the <strong>“Schedule message”</strong> option next to the <strong>“Send”</strong> button.</p>
<figure><img src="https://kb-cms.pipedriveassets.com/schedule%20message%201.png" alt=""></figure>
<p style="text-align: justify">Pick one of the quick presets or choose a custom date and time, then click <strong>“Schedule message”</strong> to confirm.</p>
<figure><img src="https://kb-cms.pipedriveassets.com/schedule%20message%202.png" alt=""></figure>
<p style="text-align: justify">A banner in the conversation footer shows any pending scheduled messages.</p>
<figure><img src="https://kb-cms.pipedriveassets.com/schedule%20message%203.png" alt=""></figure>
<div class="support-note success primary"><strong>Note:</strong> A conversation can have up to 3 pending scheduled messages at a time. File attachments can only be scheduled up to 12 days in advance.</div>
<h3>Message delivery status<a name="message-delivery-status"></a></h3>
<p style="text-align: justify">Each message you send shows its current delivery state:</p>
<ul><li><p style="text-align: justify"><strong>Sent:</strong> WhatsApp has accepted your message</p></li><li><p style="text-align: justify"><strong>Delivered:</strong> the message has reached the customer’s device</p></li><li><p style="text-align: justify"><strong>Read:</strong> the customer has opened the message</p></li></ul>
<p style="text-align: justify">If a message fails to send immediately, it shows an error state with a <strong>“Try again”</strong> button. Click it to resend the same message.</p>
<p style="text-align: justify">If WhatsApp reports a failure after the message has already left Pipedrive (for example, the recipient’s account is restricted), the message updates to an error state with the reason shown.</p>
<p style="text-align: justify">In this case, there is no retry option. You’ll need to compose and send a new message manually.</p>
<h3>Message reactions<a name="message-reactions"></a></h3>
<p style="text-align: justify">You can react to messages using emojis directly in the conversation. When a customer reacts to one of your messages, it appears in real time.</p>
<p style="text-align: justify">To react to a message, hover over the message and select an emoji from the reaction picker. Each message supports one active reaction per user. Sending a different emoji replaces the previous one.</p>
<figure><img src="https://kb-cms.pipedriveassets.com/removing%20reaction%20emoji.png" alt=""></figure>
<p style="text-align: justify">To remove your reaction, click it again in the conversation.</p>
<figure><img src="https://kb-cms.pipedriveassets.com/reacting%20with%20emojis.png" alt=""></figure>
<hr>
<h2>Files and media<a name="files-and-media"></a></h2>
<p style="text-align: justify">View, send, and browse the images, videos, documents, and audio shared in a WhatsApp conversation.</p>
<h3>Work with files and media<a name="work-with-files-and-media"></a></h3>
<p style="text-align: justify">Pipedrive archives inbound media files automatically so they remain accessible beyond WhatsApp’s original seven-day retention window.</p>
<ul><li><p style="text-align: justify">Images are shown inline in the conversation. Click an image to preview or download it.</p></li><li><p style="text-align: justify">Audio messages play directly in the conversation.</p></li><li><p style="text-align: justify">Videos and documents appear as file entries that show their file type. You can download them directly from the message. Filenames are shown in the file browser but not in the conversation view.</p></li></ul>
<h3>File browser<a name="file-browser"></a></h3>
<p style="text-align: justify">To view all media and documents shared in a conversation, expand the contextual sidebar and click <strong>“See files”</strong>.</p>
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/see%20files%20blurred.png" alt=""></figure>
<p style="text-align: justify">The file browser opens with two tabs:</p>
<ul><li><p style="text-align: justify"><strong>Media:</strong> shows images, videos, and audio clips grouped by month. Click any thumbnail to open a full-size preview.</p></li></ul>
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/see%20files%202.png" alt=""></figure>
<ul><li><p style="text-align: justify"><strong>Documents:</strong> lists documents in chronological order with the filename, file type, and a download link.</p></li></ul>
<p style="text-align: justify">Scroll down in either of them to load older files.</p>
<hr>
<h2>Manage conversations<a name="manage-conversations"></a></h2>
<p style="text-align: justify">Beyond sending and receiving messages, you can flag a conversation for follow-up or remove it from Pipedrive entirely.</p>
<h3>Mark a conversation as unread<a name="mark-a-conversation-as-unread"></a></h3>
<p style="text-align: justify">You can mark a conversation as unread to flag it as a personal reminder to follow up. To do so, open a conversation, expand the contextual sidebar, and click <strong>“Mark as unread.”</strong> The conversation’s unread indicator turns on immediately in the conversation list and the inbox counter.</p>
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/mark%20as%20unread.png" alt=""></figure>
<p style="text-align: justify">The unread flag is temporary: it clears the next time the conversation is opened. It doesn’t affect the actual message content, and nothing is sent to WhatsApp or the contact.</p>
<div class="support-note success primary"><strong>Note:</strong> You can only mark a conversation as unread if you’re assigned to that conversation’s phone number.</div>
<h3>Delete a conversation<a name="delete-a-conversation"></a></h3>
<p style="text-align: justify">You can permanently delete a conversation from the contextual sidebar. Open a conversation, expand the sidebar, and click <strong>“Delete conversation”</strong>. A confirmation dialog will appear, since deletion is permanent and can’t be undone.</p>
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/delete%20convo.png" alt=""></figure>
<p style="text-align: justify">Deleting a conversation removes all of its messages, reactions, and links to deals, contacts, and other entities. Bear in mind that this action only affects Pipedrive. The contact’s WhatsApp chat history is not affected, as WhatsApp doesn’t support message deletion via its API.</p>
<div class="support-note success primary"><strong>Note:</strong> You can only delete a conversation if you’re assigned to that conversation’s phone number.</div>
<hr>
<h2>Notifications<a name="notifications"></a></h2>
<p style="text-align: justify">When a new WhatsApp message arrives, Pipedrive sends you a feed notification if both of the following are true:</p>
<ul><li><p style="text-align: justify">You’re assigned to the phone number that received the message, and</p></li><li><p style="text-align: justify">You own or follow the deal linked to that conversation</p></li></ul>
<p style="text-align: justify">The notification includes the sender’s name, a message preview, and the deal name. Click it to open the conversation directly in your <strong>Sales Inbox</strong>.</p>
<div class="support-note success primary"><strong>Note:</strong> Notifications are only sent for conversations linked to a deal. Conversations linked only to a contact, a lead, a project, or not yet linked to anything, don’t trigger a notification.</div>

WhatsApp: send and manage messages

compose-and-send-messages

reply-with-free-text

Reply with free text

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Coexistence mode

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Send a template

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Schedule messages

Compose and send messages

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Work with files and media

Files and media

manage-conversations

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Mark a conversation as unread

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Delete a conversation

Manage conversations

<div class="support-note success primary"><strong>Note:</strong> This feature is only available on the <strong>Growth</strong> plan and higher.</div>
<p style="text-align: justify">Starting a new conversation on WhatsApp always requires selecting an approved template first. WhatsApp only allows businesses to initiate conversations this way.</p>
<p style="text-align: justify">This article covers creating, editing and managing templates. For connecting WhatsApp or managing phone numbers, see the <strong><a href="https://support.pipedrive.com/article/whatsapp-integration-setup" target="_blank" rel="noreferrer noopener">WhatsApp integration: how to set it up</a></strong> article.</p>
<p style="text-align: justify">For sending a template in an existing conversation, see the <strong><a href="https://support.pipedrive.com/article/whatsapp-send-and-manage-messages" target="_blank" rel="noreferrer noopener">WhatsApp: send and manage messages</a></strong> article.</p>
<p style="text-align: justify">Messaging rates vary by market and category pair. You can estimate your charges by using <a href="https://whatsappbusiness.com/products/platform-pricing/#:~:text=Message%20rates,-Select%20the%20market">Meta’s rate calculator</a>.</p>
<div class="support-note success primary"><strong>Note:</strong> If your company has more than one WhatsApp Business Account connected, you must select a specific account from the account selector on the <strong>templates</strong> tab before creating or managing templates. Templates are managed per account and are not shared across accounts.</div>
<hr>
<h2>Template requirements and limitations<a name="template-requirements-and-limitations"></a></h2>
<p style="text-align: justify">Before creating templates, keep the following in mind:</p>
<ul><li><p style="text-align: justify">Templates must be approved by Meta before they can be sent</p></li><li><p style="text-align: justify">Templates are required to start or continue conversations after 24 hours of the last customer message</p></li><li><p style="text-align: justify">Template structure and content must comply with WhatsApp business platform guidelines</p></li><li><p style="text-align: justify">Pipedrive only supports templates with a text body and an optional text header. Templates with image, video or document headers, footers or buttons can’t be sent from Pipedrive</p></li><li><p style="text-align: justify">Meta limits the total number of templates per account. Unverified businesses can create up to 250 templates, whereas verified businesses can create up to 6,000. To create more templates after hitting the limit, delete any you no longer need, or, for the lower limit, verify your business with Meta to increase it.</p></li></ul>
<hr>
<h2>Create templates<a name="create-templates"></a></h2>
<div class="support-note success primary"><strong>Note:</strong> This action is only available to global admin users.</div>
<p style="text-align: justify">To create a template, go to <strong>Tools and apps &gt; WhatsApp &gt; Templates</strong> and click <strong>“+ Template”</strong>.</p>
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/template%20editing%20wapp.png" alt=""></figure>
<p style="text-align: justify">In the Add template modal, you can define the template’s <strong>category</strong> (marketing or utility), <strong>name</strong>, <strong>language</strong>, an optional <strong>text header</strong> and the <strong>message content</strong>.</p>
<figure><img src="https://kb-cms.pipedriveassets.com/add%20template%20modal%20wsapp.png" alt=""></figure>
<p style="text-align: justify">You can also include name (e.g., {{name}}) or positional (e.g., {{1}}) variables in both the header and body by clicking their respective <strong>“+ Add variable”</strong> button.</p>
<p style="text-align: justify">You’ll need to provide a sample value for each variable. This drives the preview and is required before you can save the template.</p>
<p style="text-align: justify">Variable values must be entered manually each time you send a template.</p>
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/variable%20samples.png" alt=""></figure>
<p style="text-align: justify">You can see how your message will appear in the <strong>preview</strong> pane.</p>
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/inserting%20values%20manually.png" alt=""></figure>
<p style="text-align: justify">Once the template is created, it must be approved by Meta before it becomes available to send, a process that can take up to 48 hours.</p>
<p style="text-align: justify">You can see the current <strong>status</strong> of your newly created template on the template page.</p>
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/template%20approval%20status.png" alt=""></figure>
<p style="text-align: justify">If a template is rejected, its status changes to rejected and Meta provides a reason. Edit the template to address the issue and resubmit it for approval.</p>
<p style="text-align: justify">You can also create templates using <a href="https://www.facebook.com/business/help/2055875911147364">WhatsApp Manager</a>.</p>
<div class="support-note warning"><strong>Note:</strong> Only approved templates can be used to message customers. Learn more about the <a href="https://www.facebook.com/business/help/766346674749731">approval process and quality ratings</a> on Meta’s help center.</div>
<hr>
<h2>Edit or delete a template<a name="edit-or-delete-a-template"></a></h2>
<p style="text-align: justify">If you’re an admin user, you can view and manage templates in <strong>Tools and apps &gt; WhatsApp &gt; Templates</strong>.</p>
<p style="text-align: justify">To edit a template, click the <strong>“...”</strong> button at the right and select <strong>“Edit”</strong>.</p>
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/edit%20template%20wa.png" alt=""></figure>
<p style="text-align: justify">The template form opens with the current content pre-filled. After saving, the updated template is submitted to Meta for review and its status returns to pending until approved again.</p>
<p style="text-align: justify">You can also delete a template by selecting the <strong>“Delete”</strong> option in the same menu.</p>

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