> ## Documentation Index
> Fetch the complete documentation index at: https://docs.waply.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Sync contacts and conversations with your CRM

> Connect Salesforce, HubSpot, Zoho CRM, Pipedrive, or Microsoft Dynamics to keep contacts in sync and log WhatsApp conversations as CRM activities.

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.

<Note>
  CRM integrations require the **Growth** or **Enterprise** plan. To upgrade, go to **Settings > Billing**.
</Note>

## Supported CRMs

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

## What syncs

| Data          | Direction   | Notes                                                 |
| ------------- | ----------- | ----------------------------------------------------- |
| Contacts      | Waply ↔ CRM | New and updated contacts sync both ways               |
| Conversations | Waply → CRM | Logged as activities or notes on the contact record   |
| Tags          | Waply → CRM | Mapped to CRM labels, tags, or custom fields          |
| CRM events    | CRM → Waply | Trigger Waply automations from deal or contact events |

<Tip>
  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.
</Tip>

## Connect your CRM

<Tabs>
  <Tab title="Salesforce">
    <Steps>
      <Step title="Open the integration">
        Go to **Settings > Integrations > Salesforce** and click **Connect**.
      </Step>

      <Step title="Authorize via OAuth">
        You'll be redirected to Salesforce. Log in with an account that has API access and click **Allow**.
      </Step>

      <Step title="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**.
      </Step>

      <Step title="Choose sync direction">
        Select whether to sync contacts **bidirectionally** or **Waply → Salesforce only**. Bidirectional sync is recommended for most teams.
      </Step>

      <Step title="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.
      </Step>

      <Step title="Save and test">
        Click **Save**. Waply will perform a test sync. You'll see a confirmation once the connection is verified.
      </Step>
    </Steps>

    <Note>
      Your Salesforce account must have the **API Enabled** permission. Contact your Salesforce administrator if you see an authorization error.
    </Note>
  </Tab>

  <Tab title="HubSpot">
    <Steps>
      <Step title="Open the integration">
        Go to **Settings > Integrations > HubSpot** and click **Connect**.
      </Step>

      <Step title="Authorize via OAuth">
        You'll be redirected to HubSpot. Select the portal you want to connect and click **Connect app**.
      </Step>

      <Step title="Map your fields">
        Map HubSpot contact properties to Waply contact fields. The default mapping covers **First name**, **Last name**, **Phone number**, and **Email**.
      </Step>

      <Step title="Enable deal triggers">
        Under **Automation triggers**, turn on any CRM events you want to trigger Waply automations — for example, **Deal stage changed** or **New contact created**.
      </Step>

      <Step title="Enable conversation logging">
        Toggle on **Log conversations to HubSpot** to create a note on the HubSpot contact timeline when a Waply conversation is resolved.
      </Step>

      <Step title="Save and test">
        Click **Save**. Waply will sync your existing HubSpot contacts in the background. Depending on your contact volume, this may take a few minutes.
      </Step>
    </Steps>
  </Tab>

  <Tab title="Zoho CRM">
    <Steps>
      <Step title="Open the integration">
        Go to **Settings > Integrations > Zoho CRM** and click **Connect**.
      </Step>

      <Step title="Authorize via OAuth">
        You'll be redirected to Zoho. Sign in and grant Waply access to your CRM data.
      </Step>

      <Step title="Map your fields">
        Map Zoho CRM fields to Waply contact fields. Custom fields you've created in Zoho will appear in the dropdown.
      </Step>

      <Step title="Configure sync settings">
        Choose your sync direction and conflict resolution preference — for example, whether Zoho or Waply data takes precedence when both records are updated at the same time.
      </Step>

      <Step title="Enable conversation logging">
        Toggle on **Log conversations as Zoho activities** to add a note to the Zoho contact record each time a conversation is resolved in Waply.
      </Step>

      <Step title="Save and test">
        Click **Save** to complete the setup.
      </Step>
    </Steps>
  </Tab>

  <Tab title="Pipedrive">
    <Steps>
      <Step title="Open the integration">
        Go to **Settings > Integrations > Pipedrive** and click **Connect**.
      </Step>

      <Step title="Authorize via OAuth">
        You'll be redirected to Pipedrive. Log in and approve access for Waply.
      </Step>

      <Step title="Map your fields">
        Map Pipedrive person and deal fields to Waply contact fields. You can map custom fields created in Pipedrive as well.
      </Step>

      <Step title="Enable deal triggers">
        Under **Automation triggers**, select Pipedrive events that should trigger Waply automations — for example, **Deal won** or **Deal created**.
      </Step>

      <Step title="Enable conversation logging">
        Toggle on **Log conversations as Pipedrive notes** to attach a conversation summary to the Pipedrive person record when a Waply conversation ends.
      </Step>

      <Step title="Save and test">
        Click **Save** to complete the setup.
      </Step>
    </Steps>
  </Tab>

  <Tab title="Microsoft Dynamics">
    <Steps>
      <Step title="Open the integration">
        Go to **Settings > Integrations > Microsoft Dynamics** and click **Connect**.
      </Step>

      <Step title="Authorize via OAuth">
        You'll be redirected to Microsoft. Sign in with your Microsoft 365 account and grant Waply the requested permissions.
      </Step>

      <Step title="Select your environment">
        If your organization has multiple Dynamics 365 environments, select the one you want to connect.
      </Step>

      <Step title="Map your fields">
        Map Dynamics 365 contact fields to Waply contact fields. Custom attributes defined in your Dynamics instance will appear in the field mapping screen.
      </Step>

      <Step title="Enable conversation logging">
        Toggle on **Log conversations as Dynamics activities** to create an activity record on the contact each time a Waply conversation is resolved.
      </Step>

      <Step title="Save and test">
        Click **Save** to complete the setup.
      </Step>
    </Steps>

    <Note>
      The Microsoft account you use must have the **Dynamics 365 API access** role. Contact your Microsoft 365 administrator if authorization fails.
    </Note>
  </Tab>
</Tabs>

## 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.

## 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.

<Warning>
  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.
</Warning>

## 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

<Tip>
  Combine CRM triggers with Waply's AI Agent to handle the follow-up conversation automatically, without any manual agent involvement.
</Tip>