For many customers, WhatsApp has long since become the preferred communication channel, often ahead of email or phone. For companies, this poses a challenge: if WhatsApp communication runs through a separate app on a company phone, it is cut off from the rest of the customer history in the CRM. Employees have to switch between systems, and colleagues cannot see what has already been discussed with a customer via WhatsApp. This is just as unhelpful for internal collaboration, because nobody outside the WhatsApp app can get a picture of what stage a customer conversation is currently at. That is why 1Tool integrates WhatsApp Business directly into the CRM, so that communication takes place where all other customer data is managed.
Connection to the official WhatsApp Business API
The 1Tool integration with WhatsApp is based on the official WhatsApp Business API from Meta. This means that communication runs via the route provided and approved by Meta for business messages, rather than via unofficial workarounds. This matters for companies because it ensures compliance with the rules Meta sets for the business use of WhatsApp, for example regarding approved message templates. 1Tool takes care of the technical connection to this interface, so companies can use WhatsApp Business without having to set up the interface themselves or worry about separate infrastructure. The actual work with WhatsApp messages takes place entirely within 1Tool, as part of the familiar working environment in the CRM. For companies, this also means they do not have to deal with applying for or technically operating their own WhatsApp interface, but can rely on an existing connection that is already prepared in 1Tool.
Manage multiple WhatsApp accounts centrally
Several WhatsApp Business accounts can be stored in 1Tool. This is relevant, for example, when different departments, locations or business units should each be reachable via their own WhatsApp Business number. Instead of running a separate solution for each account, all stored accounts run centrally through 1Tool. Employees access the appropriate account according to their responsibilities, without several independent systems having to be operated in parallel. This not only simplifies administration but also means that the structure of WhatsApp communication can follow the existing organisation of the company – for example when a support department uses a different number from sales. For growing companies, this is relevant because new accounts can be added as needed without changing the basic way WhatsApp messages are handled. Administration remains bundled in one central place in the CRM, regardless of how many accounts are in use overall.
Communication in the context of the customer history
WhatsApp messages are sent from 1Tool using message templates that have been approved by Meta. Employees thus compose their message directly in the CRM on the basis of approved templates and do not need to open a separate app to communicate with customers. This has a practical advantage: WhatsApp communication becomes part of the same contact history as emails, calls or notes on a customer. Anyone getting an overview of a contact’s history therefore also sees the WhatsApp communication in one place, instead of having to look for it in a separate app. For teams that work together on customer contact, this means more transparency about what has already been discussed with a customer, regardless of the channel used. It is also an advantage when onboarding new employees, because they do not have to familiarise themselves with an additional WhatsApp interface but can work directly in the CRM they already know. This lowers the barrier to using WhatsApp as a fully fledged communication channel alongside email and phone.
Frequently asked questions
What technical basis does the 1Tool WhatsApp integration run on?
The integration uses the official WhatsApp Business API from Meta to send messages.
Can I use several WhatsApp Business accounts in 1Tool?
Yes, several WhatsApp Business accounts can be stored, for example for different departments or locations.
Do I have to open a separate app for WhatsApp messages?
No, messages are sent via approved message templates directly from within 1Tool.
Is your WhatsApp communication with customers still separate from your CRM, or have you already brought the two together?