telecrm Integrations

A lot of your real conversations with customers happen on WhatsApp. Your team sends follow-ups, negotiates, and gets replies, and sometimes a completely new enquiry lands directly in someone's WhatsApp DM.

The problem is, all of this stays trapped inside individual phones. If a customer asks, "Didn't we already discuss this?", you're stuck scrolling through chats trying to piece it together.

That's exactly what WhatsApp Sync in telecrm solves.

In this video, we'll show you how telecrm automatically brings every WhatsApp message, sent and received, straight into the Lead's Activity history. And if a fresh enquiry comes in as a direct WhatsApp message, telecrm can even create a new lead for it automatically.

Section 1: Adding Users on the Integration Page

1. Go to the Integrations option on the side navigation bar.
2. Search for the WhatsApp integration.
3. Click on Activate Now.
4. Click on Add User.
5. Select the team members for whom you want WhatsApp chat sync to be set up.
6. Verify their numbers, and edit them if any correction is needed.
7. You'll now see 2 sync modes available:
8. Sync telecrm Chats — Enable this when you only want to sync WhatsApp conversations for leads that already exist in your CRM workspace.
9. Sync All Chats — Enable this when your team receives new customer enquiries directly on their WhatsApp numbers, and you want telecrm to create them as new leads, while also syncing chats for both new and existing leads.
10. This option isn't available to the team by default.
11. You'll also see two more details here: the Last Sync duration for each user's messages, and their Extension Pass Key.

Section 2: How to Enable "Sync All Chats"

1. As an admin, you can enable Sync All Chats through the Permission Template.
2. Click on the specific user role you want to enable it for — let's take Callers as an example.
3. Go to Access, then the Leads section.
4. Find "Create Leads from WhatsApp and Phone Calls", and turn on the "From WhatsApp" option.
5. Once this permission is granted, go back to the WhatsApp integration page and switch on Sync All Chats for that role.

Section 3: Downloading the Extension and Sharing Extension Pass Keys

1. telecrm syncs your WhatsApp conversations using its own plugin extension.
2. To download it, click on Add to Chrome.
3. You'll be redirected to the extension page.
4. Copy this extension URL and share it with your Callers, since they don't have access to the Integrations page by default.
5. Click on Add to Chrome.
6. The system will ask you to confirm that you want to connect chats using your WhatsApp Web account. Click Continue.
7. WhatsApp Web will open in a new tab.
8. Click on the extension icon.
9. Pin the telecrm WhatsApp extension so it's always visible.
10. Click on the extension, and it will ask for an API Key.
11. To get your API key, go back to the telecrm WhatsApp integration page and copy it from the Extension Pass Key section. Keep in mind: every WhatsApp number has its own unique pass key, so admins need to share the correct key with each team member.
12. Paste the key in and click Submit.
13. The extension will now show your username, email, workspace name, and the current sync mode.
14. Turn on Auto Sync to start syncing.

Section 4: How to Manually Sync Old Chats

1. Auto Sync only picks up messages from the date you installed the extension. If you need older messages, you can manually sync up to 1 month of chat history.
2. Select the From and To dates for the manual sync.
3. The system will start loading your past conversations.

Section 5: Adding Personal Contacts to the Blocklist

1. Don't worry about your personal chats getting synced — you can simply add those contacts to a blocklist.
2. Click on the Blocklist option, and choose to add contacts to either the Enterprise Blocklist or your own User Blocklist.
3. Since these contacts are common across our internal team, we'll add them to the Enterprise Blocklist, so none of the team's WhatsApp numbers end up syncing with them.

Section 6: How to View and Track Synced Leads and Conversations

1. Once the extension is active and syncing, all your messages will start showing up in the Lead's history in telecrm.
2. You can track every outgoing message sent, every incoming reply received, and the exact date and time each one happened.
3. If a lead has two contact numbers, click on the "i" icon to see which number the conversation took place on, along with which team member had that conversation.
4. Now let's see how these newly created leads look on WhatsApp Web.
5. At the top right of each chat, you'll see the lead's name and their current status in telecrm — so you can track a lead straight from WhatsApp Web and jump directly into telecrm.

Section 7: Creating a Filter for Newly Created WhatsApp Leads

1. To keep these new WhatsApp leads from getting lost inside the All Leads page, you can create a dedicated filter.
2. Click on Add.
3. Click on Add a Condition.
4. Select the Notes filter.
5. Choose the System Note option.
6. Enter the exact lead source name used for WhatsApp-captured leads — Lead Source: WhatsApp — and save it.

And that's the complete WhatsApp sync setup, start to finish.

From adding your team, connecting the extension, and syncing old conversations, to keeping personal chats private and filtering out new leads automatically — everything your team needs is now working quietly in the background.