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WhatsApp Settings - User Guide ​

What are WhatsApp Settings? ​

WhatsApp Settings allow you to configure how your CRM integrates with WhatsApp, including webhook forwarding and automatic contact creation. These settings control advanced features that enhance your WhatsApp automation and data management.

Accessing WhatsApp Settings ​

Navigate to: Settings → WhatsApp Cloud API

You'll see two main configuration options:

  1. Webhook Settings
  2. Auto Convert to Contact

Feature 1: Webhook Settings ​

What are Webhooks? ​

Webhooks are automatic notifications sent by WhatsApp whenever something happens - like receiving a new message, getting a delivery status update, or when someone reads your message.

Think of webhooks as: WhatsApp calling your CRM to say "Hey, something happened!"

Why Use Webhook Forwarding? ​

Sometimes you need to send WhatsApp webhook data to external services or tools (like analytics platforms, logging systems, or third-party integrations). Webhook forwarding automatically passes this data along to those services.

Use cases:

  • Send webhook data to analytics platforms
  • Forward notifications to external monitoring systems
  • Integrate with custom applications
  • Log webhook data in external databases
  • Trigger workflows in other systems (like n8n, Zapier, Make)

Configuring Webhook Settings ​

Step 1: Enable Webhook Forward ​

  1. Navigate to Settings → WhatsApp Cloud API → Webhook Settings
  2. Find the "Enable Webhook Forward" toggle
  3. Turn the toggle ON (it will turn blue/green)

What this does:
When enabled, every webhook notification received from WhatsApp will be automatically forwarded to the URL you specify.

Description shown:
"Enable this to automatically forward incoming WhatsApp webhook requests to external services"

Step 2: Enter Your Webhook URL ​

Field: "WhatsApp received data will be forwarded to"

What to enter:
The complete URL where you want webhook data sent.

Examples:

https://your-webhook-url.com/endpoint
https://n8n.yourcompany.com/webhook/whatsapp
https://analytics.example.com/api/whatsapp-events

Important notes:

  • Must be a valid URL starting with https:// (or http:// for testing)
  • The URL must be accessible from the internet
  • Your endpoint should be able to receive POST or GET requests
  • This field is required when webhook forwarding is enabled

Placeholder text:
https://your-webhook-url.com/endpoint

Step 3: Select Webhook Method ​

Field: "Webhook Resend Method"

Choose how the webhook data should be sent to your URL:

Options:

  • POST - Sends data in the request body (most common)
  • GET - Sends data as URL parameters

Which one to choose?

  • Use POST if:

    • Your receiving service expects POST requests (most common)
    • You're sending to n8n, Zapier, or similar platforms
    • Your endpoint processes JSON data
    • Not sure? Use POST (it's the standard)

  • Use GET if:

    • Your service specifically requires GET requests
    • You need simple URL parameter-based forwarding
    • Your system only accepts GET webhooks

Default: POST (recommended)

Step 4: Save Settings ​

Click the "Save" button at the bottom of the form.

Success message:
"Settings saved successfully"

What happens next:

  • All incoming WhatsApp webhooks will now be forwarded to your specified URL
  • Data is sent immediately when webhooks arrive
  • Original webhook processing continues normally

Understanding Webhook Data ​

When webhook forwarding is enabled, the following data is sent to your URL:

Webhook events include:

  • Message received - Someone sent a message to your WhatsApp number
  • Message delivered - Your message was delivered to recipient
  • Message read - Recipient read your message
  • Message failed - Message delivery failed
  • Status updates - Various status changes

Data format:
JSON (JavaScript Object Notation) containing all webhook details from WhatsApp

Disabling Webhook Forwarding ​

To stop forwarding webhooks:

  1. Go to Settings → WhatsApp Cloud API → Webhook Settings
  2. Turn the "Enable Webhook Forward" toggle OFF
  3. Click "Save"

Result:
Webhooks will no longer be forwarded to external services (but your CRM will still process them internally).

Troubleshooting Webhook Forwarding ​

Webhook forwarding not working ​

Check:

  1. Is the toggle enabled?

    • Make sure "Enable Webhook Forward" is ON

  2. Is the URL correct?

    • Verify the URL is accessible from the internet
    • Test the URL in a browser or with tools like Postman
    • Ensure it starts with https:// or http://

  3. Is your endpoint receiving requests?

    • Check your external service logs
    • Verify the endpoint is running and accessible
    • Test with a simple webhook testing tool

  4. Is the method correct?

    • Verify your endpoint expects POST or GET
    • Match the method in your webhook settings

"Webhook URL is required" error ​

Cause:
You enabled webhook forwarding but didn't provide a URL.

Solution:
Enter a valid URL in the "WhatsApp received data will be forwarded to" field.

"Webhook method is required" error ​

Cause:
You enabled webhook forwarding but didn't select a method.

Solution:
Select either POST or GET from the dropdown.

Feature 2: Auto Convert to Contact ​

What is Auto Convert to Contact? ​

This feature automatically creates a new contact in your CRM whenever someone sends a message to your WhatsApp Business number for the first time. Instead of manually creating contacts, the system does it automatically.

Think of it as: Your CRM automatically adding anyone who messages you on WhatsApp to your contacts database.

Why Use Auto Convert to Contact? ​

Benefits:

  • ✅ Never miss a lead - every WhatsApp message becomes a contact
  • ✅ Save time - no manual contact creation needed
  • ✅ Capture all interactions - track every conversation from the start
  • ✅ Automatic lead generation - inbound WhatsApp messages create opportunities
  • ✅ Organized database - all WhatsApp contacts in one place

Use cases:

  • Customer service - automatically save customer inquiries
  • Lead generation - capture potential customers who message you
  • Support tickets - create contacts for support requests
  • Marketing campaigns - track people who respond to your campaigns

Configuring Auto Convert Settings ​

Step 1: Enable Auto Convert ​

  1. Navigate to Settings → WhatsApp Cloud API → Auto Convert to Contact
  2. Find the "Auto Convert to Contact" toggle
  3. Turn the toggle ON (it will turn blue/green)

What this does:
When enabled, the system automatically creates a new contact record whenever an unknown phone number sends a WhatsApp message to your business.

Description shown:
"Automatically convert incoming WhatsApp messages to contacts"

Step 2: Assign Contact Owner (Optional) ​

Field: "Owner"

What it does:
Automatically assigns new contacts created from WhatsApp to a specific team member.

How to use:

  1. Click the "Owner" dropdown
  2. Select a user from your team
  3. All auto-created contacts will be assigned to this person

Example:
If you select "John Smith", every contact created from WhatsApp will be assigned to John automatically.

Why set an owner?

  • Ensures someone is responsible for following up
  • Distributes leads to specific team members
  • Organizes contacts by territory or department
  • Makes sure no lead falls through the cracks

Leave blank if:
You want contacts created without an owner (can be assigned manually later)

Help text:
"Automatically assign new contacts to this owner"

Step 3: Set Contact Source (Optional) ​

Field: "Source"

What it does:
Tags auto-created contacts with a specific source so you know they came from WhatsApp.

How to use:

  1. Click the "Source" dropdown
  2. Select a source from your list (e.g., "WhatsApp", "Website", "Referral")
  3. All auto-created contacts will have this source

Example:
If you select "WhatsApp" as the source, you can later filter contacts by source to see all WhatsApp-originated leads.

Why set a source?

  • Track lead origin for reporting
  • Measure marketing channel effectiveness
  • Filter contacts by acquisition method
  • Analyze which channels bring the best leads

Common sources to use:

  • WhatsApp
  • WhatsApp Marketing
  • WhatsApp Support
  • Inbound WhatsApp
  • WhatsApp Campaign

Leave blank if:
You don't need to track the source (can be set manually later)

Help text:
"Set the source for automatically created contacts"

Step 4: Save Settings ​

Click the "Save" button at the bottom of the form.

Success message:
"Settings saved successfully"

What happens next:

  • Any new WhatsApp message from an unknown number creates a contact
  • Contact is assigned to the selected owner (if set)
  • Contact is tagged with the selected source (if set)
  • You can view the new contact in your Contacts module

How Auto Convert Works ​

When someone messages your WhatsApp: ​

  1. System checks: Is this phone number already in our contacts?

  2. If YES:

    • No new contact created
    • Message is logged against existing contact
    • No action needed

  3. If NO:

    • New contact is created with:
      • Phone number from WhatsApp
      • Name (if provided by WhatsApp)
      • Assigned owner (if configured)
      • Source tag (if configured)
    • Message is logged against new contact
    • Contact appears in Contacts module

What Information is Saved? ​

When a contact is auto-created from WhatsApp, the system saves:

Automatic fields:

  • Phone number - From WhatsApp message (e.g., +1234567890)
  • Name - If WhatsApp profile has a name, it's used
  • Created date - When contact was created
  • First message - The initial WhatsApp message sent

Configured fields (if set):

  • Owner - User you selected in settings
  • Source - Source you selected in settings

Example auto-created contact:

Name: John Doe
Phone: +1234567890 (Mobile)
Owner: Sarah Smith
Source: WhatsApp
Created: January 30, 2026 2:30 PM

Viewing Auto-Created Contacts ​

To see contacts created from WhatsApp:

  1. Go to Contacts module
  2. Filter by Source = "WhatsApp" (or your configured source)
  3. Sort by Created At to see newest first

Or:

  1. Go to Contacts module
  2. Search by phone number to find specific WhatsApp contacts

Disabling Auto Convert ​

To stop automatically creating contacts:

  1. Go to Settings → WhatsApp Cloud API → Auto Convert to Contact
  2. Turn the "Auto Convert to Contact" toggle OFF
  3. Click "Save"

Result:
New WhatsApp messages will no longer create contacts automatically. You'll need to manually create contacts as needed.

Best Practices for Auto Convert ​

✅ Do's ​

  1. Set a default owner

    • Ensures someone follows up with new leads
    • Prevents contacts from being unassigned

  2. Use a clear source name

    • Makes reporting and filtering easier
    • Use "WhatsApp" or "WhatsApp Inbound" for clarity

  3. Review new contacts regularly

    • Check for spam or invalid entries
    • Clean up test messages
    • Merge duplicates if any exist

  4. Train your team

    • Explain that new contacts will appear automatically
    • Show them how to find WhatsApp-originated contacts
    • Set expectations for follow-up timing

  5. Monitor the quality

    • Periodically review auto-created contacts
    • Check if phone numbers are valid
    • Ensure names are being captured correctly

⚠️ Don'ts ​

  1. Don't leave owner unassigned

    • New contacts might be ignored
    • No clear responsibility for follow-up

  2. Don't forget to test

    • Send a test message to verify it works
    • Check that contact is created correctly
    • Verify owner and source are set properly

  3. Don't ignore duplicate checks

    • System checks by phone number
    • If you have different formats, duplicates may occur
    • Clean up periodically

Troubleshooting Auto Convert ​

Contacts not being created automatically ​

Check:

  1. Is the toggle enabled?

    • Make sure "Auto Convert to Contact" is ON

  2. Is the phone number already in your system?

    • Search for the phone number in Contacts
    • System won't create duplicates

  3. Is your WhatsApp properly connected?

    • Check account connection in Connect Account page
    • Verify webhooks are working

  4. Are webhooks configured?

    • Contact your administrator to verify webhook setup
    • Webhook must be connected for auto-convert to work

Wrong owner or source assigned ​

Check:

  1. Review settings

    • Go to Auto Convert to Contact settings
    • Verify correct owner is selected
    • Verify correct source is selected

  2. Save changes

    • After changing, click "Save"
    • Settings apply to new contacts going forward
    • Existing contacts are not updated

  3. Update manually if needed

    • Old contacts won't change automatically
    • Edit individual contacts to update owner/source

Duplicate contacts created ​

Possible causes:

  1. Different phone number formats

    • +1234567890 vs 1234567890 vs (123) 456-7890
    • System may not recognize as same number

  2. Multiple phone types

    • If contact has Mobile: +1234567890
    • But WhatsApp message comes from +1234567890 as "Work"
    • May create duplicate in some cases

Solutions:

  • Use consistent phone number format
  • Merge duplicate contacts manually
  • Set up phone number standardization

Combining Both Features ​

Use Case: Complete Automation ​

Scenario:
You want to capture every WhatsApp lead AND send the data to your analytics platform.

Setup:

  1. Enable Auto Convert to Contact
    • Owner: Assign to your sales manager
    • Source: Set to "WhatsApp Inbound"
  2. Enable Webhook Forwarding
    • URL: Your analytics platform webhook
    • Method: POST

Result:

  • Every new WhatsApp message creates a contact automatically
  • Contact is assigned to sales manager
  • Tagged with "WhatsApp Inbound" source
  • Webhook data is sent to analytics platform
  • Full visibility and automation

Settings Summary ​

Webhook Settings ​

SettingPurposeRequired?Default
Enable Webhook ForwardTurn forwarding on/off-OFF
Webhook URLWhere to send dataYes (if enabled)-
Webhook MethodHow to send dataYes (if enabled)POST

Auto Convert Settings ​

SettingPurposeRequired?Default
Enable Auto ConvertTurn auto-creation on/off-OFF
OwnerAssign contacts to userNoUnassigned
SourceTag contact sourceNoNone

FAQ ​

Q: Will webhook forwarding slow down my system?
A: No. Webhook forwarding happens asynchronously (in the background) and doesn't affect normal operations.

Q: Can I forward webhooks to multiple URLs?
A: No, currently only one URL is supported. To send to multiple places, use a relay service or middleware that distributes to multiple endpoints.

Q: What happens if the webhook URL is down?
A: The system will attempt to send the webhook, but if it fails, the data is not retried. Your CRM continues processing webhooks normally regardless of forwarding success.

Q: Will auto-convert create duplicate contacts?
A: No, the system checks if the phone number already exists. If found, no new contact is created. However, phone number format variations might cause duplicates.

Q: Can I change the owner for existing auto-created contacts?
A: Changing the owner in settings only affects new contacts. Existing contacts must be updated manually in the Contacts module.

Q: Does auto-convert work for outbound messages?
A: No, auto-convert only works for inbound messages (when someone messages your WhatsApp first).

Q: Can I disable auto-convert temporarily?
A: Yes, simply turn off the toggle and save. You can re-enable it anytime without losing your owner/source settings.

Q: What if I don't select an owner?
A: Contacts are created without an owner. You or your team can manually assign ownership later from the Contacts module.

Q: Can I customize what fields are created?
A: Currently, the system creates contacts with phone number, name (if available), owner, and source. Custom field mapping is not available in the UI but may be possible through customization.

Q: Will I get notified when a new contact is created?
A: Check your notification settings in the CRM. You can set up notifications for new contacts if that feature is available.

Summary ​

WhatsApp Settings provide powerful automation and integration capabilities:

Webhook Settings ​

  • Forward webhook data to external services
  • Integrate with third-party tools like analytics and monitoring platforms
  • Choose POST or GET method for compatibility
  • Simple on/off control for easy management

Auto Convert to Contact ​

  • Automatically capture leads from WhatsApp messages
  • Assign owners automatically for immediate follow-up
  • Tag with sources for tracking and reporting
  • Never miss an opportunity - every message becomes a contact

By configuring these settings, you streamline your WhatsApp workflow, improve lead capture, and integrate with your existing tools seamlessly.

Need more help? Contact your system administrator or refer to the Template Mapping and Activity Logs documentation for related features.

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