Summary
Want to chat with your leads captured LeadSquared directly through WhatsApp? This guide shows you how to connect Wati (WhatsApp Business API) with LeadSquared CRM. You'll be able to send template messages, receive replies, and automatically create leads from WhatsApp conversations.
Instructions
Prerequisites
Before you begin:
An active LeadSquared account
A Wati account with WhatsApp Business API access
Admin access to both platforms
Step-by-Step Setup Guide
1. Install the WhatsApp Business Connector
Go to LeadSquared's Marketplace
Search for "WhatsApp Business Messaging Connector"
Click Install and wait for confirmation
Not sure how? Follow this guide for the detailed instructions.
2. Configure Basic Details
In LeadSquared, go to Settings > WhatsApp Business Connector
Fill in:
WhatsApp Business Number: Enter your Wati(WhatsApp Business) number (with country code)
Account Name: Give your integration a recognizable name
Allow Lead Generation: Enable to create leads from new WhatsApp messages
Lead Source: Select how these leads should be categorized
Click Next
3. Select Service Provider
Choose Wati from the provider list
Click Next
4. Enter Authentication Details
The Client Base URL will auto-populate
Verify your WhatsApp Number appears correctly
Enter your Wati credentials:
Username: Your Wati API endpoint (without "https://")
Password: Your Wati Access Token (without "Bearer")
Click Next
5. Configure Converse Settings
LeadSquared Converse is an instant messaging feature that allows you to have real-time conversations with your leads via WhatsApp.
Enable real-time WhatsApp conversations:
Toggle Enable Converse to ON
Set user permissions:
Based on Role: Select which user roles can message leads
Advanced: Set custom user-level permissions if needed
Configure messaging options:
Enable Approved Templates (required for rich media)
Enable Unapproved Templates for 24-hour service window
Set Notify Lead Owner preferences
Enable Sending Rich Media if needed
Click Next
Important:
Message notifications are only sent to one user per lead. This will be either the Lead Owner or the user who most recently sent the WhatsApp message to the lead.
If the "Notify Lead Owner" setting is turned on, only the Lead Owner will receive notifications, even if another user sent the message.
Regarding rich media: If you enable "Send Rich Media," you must also enable "Approved Templates." This allows you to include media files in your message templates when communicating with leads.
6. Configure Advanced Settings
On this screen, configure the following settings for your WhatsApp integration:
Activity Mapping: Select a LeadSquared activity field to record all incoming and outgoing WhatsApp messages. Each message will be logged as a new activity in this field.
Default WhatsApp Number Fields: Choose the phone number field that should be pre-selected when sending a WhatsApp message to a lead. You can add additional numbers from the "Add Another Number" dropdown.
Default Country Code: If a lead's phone number in a custom field doesn't include a country code, this default code will be automatically used when sending messages.
Enable Rich Media Template Support: To include images, videos, or other media in your WhatsApp messages, enable this option.
Compliance Type: Select the compliance type for your WhatsApp templates: either "WhatsApp Opt-out" or "Opt-in."
WhatsApp Opt-out: Map a LeadSquared lead field to control whether leads can opt in or out of receiving WhatsApp messages. Select a lead field (e.g., a custom boolean field) to manage opt-in/opt-out status.
Note: You must create a custom lead field of the "boolean" type to use the WhatsApp opt-out functionality. For example, create a field called "WhatsApp Opt Out." If this field is checked for a lead, they will not receive WhatsApp messages.
Click Save & Close to save your settings.
Confirmation:
Success: If your credentials are correct, you will see a success message.
Failure: If your credentials are incorrect, the integration will fail.
7. Important Points
Delivery Status is currently not available for the messages sent through the WATI integration on the WhatsApp connector.
This means the Sent/Read/Delivered status for a sent message will NOT be available in your WhatsApp reports.
Additionally, the single tick, double tick, and blue tick for WhatsApp messages sent from Converse will NOT be visible.
When sending non-templated custom messages to your leads, you can only send text messages to your leads. Custom media files cannot be sent during these conversations.
Reference:
For more information, see LeadSquared WhatsApp Integration with Wati.
Once you’ve completed the integration, you may want to add your Leadsquared WhatsApp templates to your Wati account. Follow this guide to learn how to do that.
Frequently Asked Questions (FAQs)
General Questions
1. What is the purpose of integrating Wati with LeadSquared?
→ Integrating Wati with LeadSquared allows you to send WhatsApp messages, receive replies, and automatically create leads from WhatsApp conversations within LeadSquared CRM.
2. What are the prerequisites for setting up this integration?
→ You need an active LeadSquared account, a Wati account with WhatsApp Business API access, and admin access to both platforms.
Installation and Setup
3. How do I install the WhatsApp Business Connector in LeadSquared?
→ Go to LeadSquared's Marketplace, search for "WhatsApp Business Messaging Connector," click Install, and wait for confirmation.
4. What details do I need to configure in LeadSquared?
→ You need to enter your WhatsApp Business Number, an Account Name, enable Lead Generation if required, and select the Lead Source.
5. How do I select Wati as the service provider?
→ After configuring basic details, select Wati from the provider list and proceed to the next step.
6. What authentication details do I need to enter?
→ You must verify your WhatsApp Number and enter your Wati credentials, including the API endpoint (without "https://") and Access Token (without "Bearer").
Messaging and Converse Settings
7. How can I enable real-time WhatsApp conversations in LeadSquared?
→ Go to Converse settings, toggle "Enable Converse" to ON, set user permissions, configure messaging options, and enable template-based messages if needed.
8. What permissions can I set for users?
→ You can define permissions based on user roles or set advanced, custom user-level permissions.
9. How does the "Notify Lead Owner" setting work?
→ If enabled, only the Lead Owner will receive message notifications, even if another user sent the message.
10. Can I send rich media messages?
→ Yes, but you must enable "Send Rich Media" and "Approved Templates" to include media files in your messages.
Advanced Settings
11. How can I map WhatsApp messages to LeadSquared activities?
→ Use "Activity Mapping" to log all incoming and outgoing messages as activities within a specified LeadSquared activity field.
12. What happens if a lead’s phone number does not have a country code?
→ The default country code you configure will automatically be applied when sending messages.
13. What is the WhatsApp opt-out compliance setting?
→ It allows you to manage whether leads can receive WhatsApp messages. You must create a custom "boolean" lead field to store the opt-in/opt-out status.