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WhatsApp + CRM

WhatsApp CRM: one number, history stays

Every incoming message lands in a shared inbox and is written onto the customer record. Even if a rep changes, goes on leave or leaves the company, the message history stays with you. This page is about how the inbox works across a team; how the line itself is connected on Meta's side is on the WhatsApp integration page.

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Rapitek CRM mobile app inbox: conversations listed by customer name with All, Open, Active, Waiting and Resolved status filters and unread counts
Shared inbox in the mobile app
Short answer · October 2026

In Rapitek CRM, WhatsApp CRM lets your team write from one business number through a shared inbox, with every message written onto the customer record (October 2026). The connection runs through our Meta-approved app and Meta's official WhatsApp Business Cloud API; the account, number and invoice stay in your name, and Meta bills message costs directly to you. The Inbox plan starts at 149 USD per company per month for up to 5 users, and you can try it free for 7 days.

A concrete scenario

Wednesday, 16:40. A customer writes to your business number.

  1. 1

    The message lands in a shared inbox, not on a personal phone

    A message sent to the company's single WhatsApp business number appears in the team inbox on web and mobile. Whose desk it is on does not matter; whoever sees it first can take the conversation.

  2. 2

    The number is matched to the customer record

    If the sender is a registered customer, the conversation is written straight onto their record. If the number is unknown, a new lead record is opened with its source logged; no manual data entry.

  3. 3

    The conversation is assigned to a rep

    Everyone can see who is handling it; when needed it is handed to another rep with an internal note. The customer never notices the handover; they are always writing to the same number. You can set a first-response target and a business-hours calendar.

  4. 4

    The conversation is linked to the opportunity

    If it turns into a sale, the conversation is attached to the opportunity record; the quote, tasks and reminders all move on the same card. Where work that came in from WhatsApp stands is visible in the sales report.

Try the shared inbox free for 7 days

In a 30-minute intro call we show the inbox on your own scenario; then we open a 7-day trial account set up for your team. No credit card required.

Greeting and menu

A customer writes; the greeting and menu go out right away.

An incoming message is met with a greeting and a menu; outside working hours a message says so. When the customer chooses to talk to a person, the conversation lands in your team's shared inbox. It runs on one business number and its history stays on the customer record, even when the rep changes.

A Rapitek CRM WhatsApp conversation (Turkish interface): the customer writes and an automatic menu opens
One business number, automatic greeting and menu (Turkish interface)

The connection runs through our Meta-approved app

We connect your line through Meta's official WhatsApp Business Cloud API and our Meta-approved app. The WhatsApp Business account, the number and the invoice stay in your name; you can withdraw the permission from your Meta Business account at any time. Meta invoices message costs directly to you; we do not sell message bundles or credits.

We run business verification, number registration and template approval as part of setup; the decision and its timing sit with Meta. The details of these steps are on the WhatsApp integration page.

Implementation

How is WhatsApp CRM brought live?

  1. 1

    Discovery and the number decision

    Which teams will write, whether an existing number is used or a new business number taken, which legal entity the verification runs through; we take these decisions together. The business verification and number registration on Meta's side we run as part of the implementation.

  2. 2

    Configuration

    The inbox, rep permissions, customer-record fields and template messages are set up around your process; templates are submitted for Meta approval through your own WhatsApp Business account. No code is needed; setting it up well takes expertise, and that part we do.

  3. 3

    Data migration

    Your customer list, from a spreadsheet or your current system, is imported; phone numbers are matched to customer records and duplicates are weeded out. From day one, conversations land on the right record.

  4. 4

    Training and go-live

    Rep and manager training, close follow-up in the first week. There is no call centre on our support line; the team that builds the product answers. We do not commit to a duration before discovery; after it we give you a date, not a range. Meta's approval timing depends on Meta.

Data location and KVKK

WhatsApp conversations contain personal data such as names, phone numbers and prices. That is why we state clearly where they are kept.

  • Your data is kept in the European Union: the database in Helsinki, files and media in Frankfurt, backups in Falkenstein. Your CRM data sits in a separate database that belongs to you.
  • Seen from Turkey this is an international transfer under Article 9 of KVKK; we set up the basis for the transfer together in the contract. The message itself also passes through Meta's infrastructure.
  • Who sees which conversation is set by role; when an employee leaves, their access is closed and the records stay with the company.
  • Campaigns go only to lists that hold consent. SMS and e-mail consents are synced with İYS (through Verimor); WhatsApp is outside that scope.

How your connection details and passwords are protected is on the security page, and how personal data is processed is in the KVKK privacy notice. We answer your security questions in writing before setup.

Pricing

Inbox starts at 149 USD per company per month for up to 5 users, with one WhatsApp or Instagram channel included. Larger teams use the Sales plan from 39 USD per user per month. Prices are for annual payment; setup scope is shared in writing.

See pricing

Three plans, a scope table and separately priced items on one page.

FAQ

Frequently asked questions about WhatsApp CRM

What is WhatsApp CRM?
WhatsApp CRM means connecting WhatsApp conversations to customer relationship management software: the team writes from one business number, every message is written onto the relevant customer record, and sales and support run on that same record. In Rapitek CRM the connection is built over Meta's official WhatsApp Business Cloud API; we connect your own Meta WhatsApp Business account. The step-by-step account of the connection is on our WhatsApp integration page.
Why do we need WhatsApp CRM when we already have the WhatsApp Business app?
The WhatsApp Business app is designed for one person: it is limited to a few linked devices, the conversations stay on the phone, and they are not related to a customer record. In WhatsApp CRM the whole team writes from the same number, conversations are assigned to reps, the history is kept on the customer record, and a manager sees the team's message traffic in reports.
Can several reps use the same WhatsApp number?
Yes. Incoming messages land in the shared inbox on web and mobile; conversations are assigned to reps and handed over with internal notes. The customer always deals with a single company number and never sees how many people are working behind it.
Can we use our existing WhatsApp number?
Yes, with one condition. If the number is currently used in personal WhatsApp or in the WhatsApp Business app, it has to be removed from there before it can be registered on the Cloud API; it does not work in two places at once. Old conversations on the phone are not carried into the CRM; the history starts accumulating from the day of connection. Taking a new business number is also possible; the decision is made together in the discovery call.
Is it possible to connect by pairing the phone with a QR code?
Technically possible, but we do not offer it as a product promise. The method is not Meta's official API and it carries the risk of the number being restricted by Meta; if that happens your business line goes down. The route we recommend and build is the official Meta Cloud API. If you still prefer that route, we share the risk in writing and take the decision together.
Can we send bulk messages or campaigns from WhatsApp?
Sending is done only with Meta-approved templates and only to lists that hold commercial-message consent. WhatsApp is outside İYS sync; when you connect your own İYS account through Verimor, SMS and e-mail consent and opt-out records are sent to İYS. How many messages you can send is set by the ceiling Meta grants your account; because that ceiling does not come back to us as a readable value from the API, we do not put a figure on this page. You see your current limit in your Meta Business account. Meta invoices the conversation cost directly to you; we work that cost out with you when planning a campaign.
What does the WhatsApp integration cost?
We apply no separate module fee on the Rapitek side for the WhatsApp connection; current plan information and the items priced outside the plan price are listed one by one on our pricing page. On Meta's side the conversation cost is invoiced directly to you: we do not sell message bundles or credits, and we add nothing on top of that cost. We work the total cost out in writing in the discovery call.
How are WhatsApp conversations kept under KVKK?
The database is in Helsinki, uploaded files and media in Frankfurt and backups in Falkenstein, so your data is kept in the European Union. Seen from Turkey this is an international transfer under Article 9 of KVKK; the message itself also passes through Meta's infrastructure, and we set up the basis for the transfer together in the contract. Your CRM data is kept in a separate database that belongs to you.
Can we reply from the phone?
Yes. Our iOS and Android apps are live and come with a Turkish interface; the shared inbox works on the phone too, so a rep in the field sees the message and replies. Instagram direct messages land in the same inbox; replying to them from the mobile app is new, so if your decision depends on it, let's try it together in the demo. Rapi, the voice assistant in the app, creates and updates CRM records by speaking Turkish. Rapi and the other AI features send content to Anthropic only when you use them or enable them in an automation; an administrator can turn them all off with one switch.

Related solutions

WhatsApp integration

The connection itself: your own Meta account, number registration, template approval and billing.

Instagram CRM

The 24-hour reply window and Instagram's limits, written plainly. Instagram direct messages land in the same shared inbox.

Mobile app

The inbox is inside the app; the field team replies without going back to the office.

Connect your WhatsApp traffic to the company's memory

In a 30-minute intro call let us show the shared inbox, the automatic writing to the customer record and the template message flow on your own scenario. Then we open your 7-day trial account; no credit card required.

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