Summary
Wati's WhatsApp Call Logging feature automatically syncs your WhatsApp call activity to HubSpot or Zoho CRM. Depending on your settings, the synced call log can include call details, recordings, transcripts, and AI-generated summaries. This helps your team keep a complete history of customer conversations without manually updating your CRM.
This guide explains how to enable WhatsApp call logging, configure recording and transcription settings, and understand what happens after a call ends.
Instructions
Before you begin
Make sure your HubSpot or Zoho CRM account is already connected to Wati. You must complete the CRM integration before you can enable WhatsApp call logging.
Enbable WhatsApp call logging
Follow these steps to enable WhatsApp call logging for supported CRM integrations, such as HubSpot and Zoho:
Step 1: Open the Integrations page
Log into your Wati account.
Go to Connectors and click Integrations.
Step 2: Enable WhatsApp call logging
Locate your CRM integration (HubSpot or Zoho CRM).
Click Config.
Complete the integration setup until you reach the WhatsApp Call Logging step.
Turn on the WhatsApp Call Logging toggle.
Repeat these steps for each CRM you want to enable.
Step 3: Configure recordings, transcripts, and summaries
Call logging works even if call recording is disabled. However, the information synced to your CRM depends on which features are enabled in Wati.
Call logging enabled only
Syncs call details such as call duration, call direction, and the operator who handled the call.
Call logging + Recording enabled
Syncs call details and the call recording.
Call logging + Recording + Transcription + Summarization enabled
Syncs call details, the call recording, the transcript, and the AI-generated summary.
If you want transcripts and summaries to appear in your CRM, make sure Recording, Transcription, and Summarization are enabled in your Wati account.
How call logging works
After a WhatsApp call ends on the Wati web app, the call log is automatically synced to your connected CRM within 2 minutes.
HubSpot
In HubSpot, the call log is added to the contact's Activities timeline.
The call log includes:
Call details
Call recording (if recording is enabled)
Transcript (if transcription is enabled)
AI-generated summary (if summarization is enabled)
To play the recording, click Review Recording from the activity.
Zoho CRM
In Zoho CRM, the call log appears under Activities > Calls for the associated contact.
The call log includes:
Call details
Call recording (if recording is enabled)
Transcript (if transcription is enabled)
AI-generated summary (if summarization is enabled)
Open the call record to play the recording and view the transcript and summary.
Frequently Asked Questions (FAQs)
Getting started
1. Do I need to connect my CRM before enabling WhatsApp call logging?
Yes. You must connect and authenticate your HubSpot or Zoho CRM account before you can enable WhatsApp call logging.
2. Is call recording required for call logs to appear in my CRM?
No. Call logs are synced to your CRM even if call recording is disabled.
Without recording, the call log includes only:
Call duration
Call direction
The operator who handled the call
Enable Recording to include the audio recording. Enable Transcription and Summarization to include the call transcript and AI-generated summary.
3. How long does it take for a call log to appear in my CRM?
Call logs are usually available in your CRM within 2 minutes after a WhatsApp call ends on the Wati web app.
Call logs and recordings
4. Why doesn't my call log include a transcript or summary?
Transcripts and summaries are only synced when Recording, Transcription, and Summarization are enabled in your Wati account.
5. Can I play the call recording directly from my CRM?
Yes.
In HubSpot, open the call activity and click Review Recording.
In Zoho CRM, open the call record to play the recording.
6. Which contact is the call log associated with?
The call log is automatically associated with the contact who participated in the WhatsApp call, allowing the call history to appear in that contact's CRM profile.
Troubleshooting
7. Why isn't my call appearing in my CRM?
If a call does not appear in your CRM, check the following:
Your CRM integration is connected and active.
WhatsApp Call Logging is enabled for the CRM integration.
The call was made using the Wati web app.
Note: Only calls made from the WhatsApp on web are supported at the moment.
Limitations
8. Are calls made from the Wati mobile app logged?
No. WhatsApp calls made from the Wati mobile app are not currently recorded or synced to your CRM.