Your CRM messages from your own WhatsApp Business number.
We connect your own Meta WhatsApp Business account to the CRM; messages land in the team inbox, attach to the customer record, and Meta invoices you directly. This connection runs in production today — setting it up does not require a provider-specific development project.
Whose name are the number, the account and the invoice in?
From the outside, connecting WhatsApp to a CRM looks like a technical job; there is also an ownership side to it. The mechanism is this: whichever Meta account the connection is built through, the number, the approved templates and the invoice stay tied to that account. These are the outcomes we have run into in our own installations:
- If the number is registered to an intermediary's Meta account, the number coming with you when you want to change providers does not happen by itself.
- If the messaging cost is sold to you as “credits” or a “bundle”, you cannot see Meta's actual price and your own usage directly.
- If your templates are approved under someone else's WhatsApp Business account, the account holding the approved texts is not yours either.
- As long as the conversations stay on personal phones, nothing is recorded about who promised what; when a rep leaves, the history leaves with them.
- If business verification has never been done, the work waits on Meta's side when installation day arrives.
That is why we build the connection through your own Meta account: the app, the WhatsApp Business account and the number stay in your name, and Meta invoices you directly. We do not sell messages in between; what we do is connect that account to the CRM and set up how your team works.
This connection runs in production today
In Rapitek CRM the WhatsApp connection is built on Meta's official WhatsApp Business Cloud API and runs in production today; version v21.0 of the Meta Graph API is used. So this is not a “we could do it” page: the connection exists in the product and is configured during setup.
The model is BYO — you bring your own account:
- The Meta app and the WhatsApp Business Account (WABA) are yours. The access token is generated in your account and can be revoked at any moment.
- The number is registered in your name. You can port it, close it or connect it to another system independently of us.
- Meta invoices you directly. We do not collect the conversation charge and we do not add anything on top of it.
Incoming messages land in the CRM through a webhook, the sending number is matched to a customer record and the conversation is assigned to a rep. What comes after the connection — the shared inbox, conversation handovers, response-time tracking and team routines — we covered on a separate page: WhatsApp CRM. This page deals with the connection itself.
If a question comes up while you read, you can message us on our own WhatsApp line: +90 212 963 22 84.
Tuesday 11:00 — we connect your line. Here is what happens, in order:
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1
Your business is verified on Meta's side
Your Meta Business account is opened and business verification is started. Documents such as registry details, legal company name and contact address are submitted to Meta on your behalf; we run the process as part of the setup.
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2
The WhatsApp Business account and the number are registered
Your business number is registered to your WhatsApp Business Account (WABA) and verified by SMS or voice call. If the number is in use in personal WhatsApp or in the WhatsApp Business app today, it has to be removed from there first.
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3
The CRM connects with your own account's token
The access token generated in your Meta app is entered into the CRM and the message webhook is pointed at the CRM address. The token stays in your account; you can withdraw access at any moment.
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4
The inbox and the matching rules are set up
Which team a message lands with, how an unrecognised number opens a record and who the conversation is assigned to are configured. For number matching, your existing customer list is imported and duplicate records are weeded out.
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5
Your templates are submitted for Meta approval
Texts such as appointment reminders or order notifications are prepared as templates and submitted for Meta approval through your own WhatsApp Business account. The approval decision and how long it takes rest with Meta; we prepare the text in line with the rules and follow the process.
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6
It is verified with a test message, then the line is opened to the team
We verify together on screen that the test message lands on the right record, that media is stored and that the reply goes out from the same business number. The line is then opened for the team to use.
What you need to have in hand before the connection
A verifiable business
Meta ties the WhatsApp Business account to a business. Documents such as the legal company name, registry details and contact address need to be available for submission to Meta's verification.
A usable business number
It can be a landline or a mobile; what matters is that it can be verified by SMS or voice call. We recommend using a number registered to the company, one that will not leave with an employee.
The number having been removed from WhatsApp
If the number is in use in personal WhatsApp or in the WhatsApp Business app today, it has to be deleted from there before it is registered to the Cloud API. Old conversations on the phone are not carried over to the CRM.
A payment method on Meta's side
The conversation charge is billed to you directly by Meta; that requires a payment method set up in your Meta Business account. We do not sell credits or message bundles in between.
A counterpart who can make decisions
Someone who can decide about the number, the team setup and the template texts. Working with someone who can reach the documents Meta asks for in verification shortens the process noticeably.
Your consent and İYS setup
If you are going to send marketing content, commercial message consent is required. In the product the İYS connection works in both directions through the authorised integrator Verimor: consent lookup and notification to İYS.
What syncs and what does not?
| Topic | How it works today | The limit |
|---|---|---|
| Incoming message | A message arriving at your connected business number lands in the CRM through a webhook; the sending number is matched to a customer record, and for an unrecognised number a new record is opened together with its source | Only the business number connected to the CRM is in scope; reps' personal numbers are not connected |
| Outgoing message | Replies are sent from inside the CRM, from the same business number | Outside the 24-hour window following the customer's last message, only a Meta-approved template can be sent — this is Meta's rule, not our choice |
| Media and files | Images, documents, audio and location are stored in the conversation along with the message | Uploaded files are held in object storage in Frankfurt, in a separate area for each customer |
| Template messages | Templates are defined in your own WhatsApp Business account and go through Meta approval | The approval decision and how long it takes rest with Meta; a rejected text is corrected and resubmitted, we do not commit to a timeframe |
| Past conversations | Conversations that accumulate from the moment the connection is made stay on the customer card | Conversations that accumulated on the phone before the connection are not carried over to the Cloud API; history starts accumulating from scratch |
| Commercial message consent | The İYS connection works in both directions: consent lookup and notification to İYS, through the authorised integrator Verimor | Sending marketing content is limited to consented lists; we do not make sending without consent easy through the product |
| Instagram DMs and comments | Instagram direct messages are not available today | Instagram is not in the scope of this connection |
What we have verified
How is the WhatsApp connection rolled out?
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1
Discovery and the number decision
Which teams will be messaging, whether the existing number will be used or a new business number obtained, which legal entity the verification will run through — we make these decisions together.
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2
Setting up the Meta side
Meta Business account, business verification, WhatsApp Business account and number registration. The account is opened in your name; we run the process as part of the setup and ask you for documents and approvals.
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3
CRM configuration and testing
The token and the webhook are configured; the inbox, permissions, customer card fields and templates are set up. Your customer list is imported and number matches are verified with test messages.
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4
Training and go-live
Rep and manager training, close follow-up in the first week. We do not commit to a timeframe before discovery; after the discovery call we give you a date, not a range. The scope of the setup, and any fee for it, is worked out in the discovery call and shared in writing before the work starts.
Our limits: what we do not promise on this page
These headings come up whenever WhatsApp integration is discussed. We promise none of them, and we write down why.
- We are not a Meta partner or a BSP. The connection is built through your own Meta app and your own WhatsApp Business account; the authority stays with you, not with anyone in between.
- We do not sell message bundles or credits. Meta invoices you for the conversation charge directly; we do not add anything on top of that charge.
- We do not say “this many messages a day” or “unlimited sending”. Meta sets your sending limit, and that limit does not come back to us as a readable value from the API; we do not promise a figure we do not know. You can see your current limit in your Meta Business account.
- We do not present pairing a phone with a QR code as a product promise. The same inbox can be connected this way too, but the method is not Meta's official API and it carries the risk of the number being restricted by Meta. The route we recommend is the official Cloud API; if you still prefer this route, we share the risk in writing and make the decision together.
- Instagram direct messages are not available today. The detail is on the Instagram CRM page.
- We do not write a figure for how many businesses use this connection. We do not have a verified number we could publish; rather than write a figure that does not exist, we prefer to write none at all.
Data location: Your data is hosted in the European Union — the database in Helsinki, files in Frankfurt, backups in Falkenstein. We wrote out one by one which component sits in which country, and what we do not offer in Türkiye, on the Security page. The message itself also passes through Meta's infrastructure; this holds for every enterprise setup that uses WhatsApp. Seen from Türkiye, both are transfers abroad under KVKK art. 9; we establish the basis for the transfer together during the contract process. The detail is in the KVKK privacy notice.
Certification: We do not have an ISO 27001 or SOC 2 certificate, and we will not claim one until we do. We fill in your enterprise security assessment forms and describe the architecture in writing.
The canonical limits that apply to all of the integrations — stock sync, the order-invoice-collection chain and production automation — sit in one place: the three things we do not promise.
We write the figure on the pricing page, not on this one
Meta's conversation charge is billed to you directly; the plan prices on our side we keep in one place — so that you never read a different figure in two places.
Three plans, the scope table and separately priced items, all on one page.
Frequently asked questions about WhatsApp integration
Can we connect WhatsApp to Rapitek CRM?
Whose name are the number and the Meta account in?
Does the fee we pay Meta appear on your invoice?
Can we use our existing WhatsApp number?
How long does the setup take?
Can we message a customer whenever we want?
How does template approval work?
Can we send bulk notifications or campaigns?
Is it possible to connect by pairing the phone with a QR code?
Can everyone on the team message from the same business number?
Do Instagram messages land in the same inbox too?
Where are our messages stored?
What happens if we want to end the connection?
Let's plan your WhatsApp line in 30 minutes
In the demo call, let's go through the number decision, the verification steps on Meta's side and how the inbox will be set up in your team, using your own scenario.
The scope of the setup, and any fee for it, is worked out in the discovery call and shared in writing.
