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Waply’s CRM integrations give you a bidirectional link between your WhatsApp conversations and your sales or support pipeline. Contacts created in Waply are pushed to your CRM, contacts updated in your CRM are reflected in Waply, and every conversation is logged as an activity against the matching contact record. You can also trigger Waply automations directly from CRM events — for example, sending a welcome message the moment a new deal is created.
CRM integrations require the Growth or Enterprise plan. To upgrade, go to Settings > Billing.

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Supported CRMs

  • Salesforce
  • HubSpot
  • Zoho CRM
  • Pipedrive
  • Microsoft Dynamics 365

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What syncs

By default, Waply matches contacts using email address or phone number. If a match is found, the existing record is updated. If no match is found, a new record is created in both systems.

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Connect your CRM

1

Open the integration

Go to Settings > Integrations > Salesforce and click Connect.
2

Authorize via OAuth

You’ll be redirected to Salesforce. Log in with an account that has API access and click Allow.
3

Map your fields

Use the field mapping screen to match Salesforce fields to Waply contact fields. At minimum, map First Name, Last Name, Phone, and Email.
4

Choose sync direction

Select whether to sync contacts bidirectionally or Waply → Salesforce only. Bidirectional sync is recommended for most teams.
5

Enable conversation logging

Toggle on Log conversations as Salesforce activities to create a task or note on the contact record each time a Waply conversation ends.
6

Save and test

Click Save. Waply will perform a test sync. You’ll see a confirmation once the connection is verified.
Your Salesforce account must have the API Enabled permission. Contact your Salesforce administrator if you see an authorization error.

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Field mapping

You can customize field mapping at any time from Settings > Integrations > [CRM name] > Edit mapping. When mapping fields, keep the following in mind:
  • Required fields: Phone number or email must be mapped so Waply can match contacts across systems.
  • Custom fields: Any custom fields you’ve created in Waply or your CRM will appear in the mapping dropdowns.
  • Data types: Waply will warn you if you map incompatible field types (for example, a number field to a text field).
  • Unmapped fields: Fields that aren’t mapped are simply ignored during sync — they won’t be overwritten or deleted.

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Two-way sync behavior

When bidirectional sync is enabled, Waply uses the following rules to handle conflicts:
  • If a contact is updated in both Waply and your CRM at the same time, the most recently updated record wins.
  • If a contact is deleted in your CRM, it is not automatically deleted in Waply. You’ll need to archive or delete it manually.
  • New contacts created in Waply from an incoming WhatsApp conversation are pushed to your CRM within 60 seconds.
If you import a large contact list directly into your CRM, the initial sync to Waply may take several minutes depending on volume. Avoid running broadcast campaigns until the sync is complete.

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Triggering Waply automations from CRM events

Once your CRM is connected, you can use CRM events as triggers in Waply’s Automation Builder. Go to Automation > New Flow > Trigger > CRM event to get started. Common trigger examples:
  • New deal created → Send a WhatsApp introduction message to the contact
  • Deal won → Send a thank-you message and request a review
  • Deal lost → Send a re-engagement message after 7 days
  • Contact property updated → Notify an agent in the Waply inbox
Combine CRM triggers with Waply’s AI Agent to handle the follow-up conversation automatically, without any manual agent involvement.