What Does WhatsApp Integration Enable?

WhatsApp integration allows you to:

• Connect your WhatsApp Business account to the CRM
  
• Send WhatsApp messages directly from the CRM
  
• Use approved WhatsApp templates inside Journeys
  
• Automate WhatsApp communication based on lead events
  

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Part 1: Generating API Key from Gushup

Why Is the API Key Required?

The API Key is required to securely connect your WhatsApp Business account with the CRM.

To Generate an API Key in Gushup, Follow These Steps:

1. Open a browser and log in to your Gupshup account.
   
2. From the homepage, click WhatsApp Profile.
   
3. Navigate to Settings.
   
4. Locate the API Key section.
   
5. Click Create API Key if one does not already exist.
   
6. Copy the generated API Key.
   

Part 2: Integrating WhatsApp with CRM

To Access WhatsApp Integration in CRM, Follow These Steps:

1. Log in to the CRM.
   
2. Click the three-line (menu) icon.
   
3. Select Integration.
   
4. Choose WhatsApp from the integration options.
   

To Connect Gushup with CRM, Follow These Steps:

1. Click Connect under the Gushup option.
   
2. Paste the API Key copied from Gushup.
   
3. Under Source, enter the registered WhatsApp Business phone number.
   
   • Copy the number from the Gushup Profile section.
     
   • Paste it without spaces.
     
4. Enter the App Name.
   
   • Copy the App Name from Gushup Settings.
     
5. Click Save Integration.
   

A confirmation message will appear indicating that WhatsApp is integrated successfully.

How Can You Verify the WhatsApp Integration?

1. Refresh the Integration page.
   
2. Click WhatsApp again.
   
3. Verify that the Gushup account shows as connected.
   

Part 3: Adding a Gushup WhatsApp Template to CRM

Where Are WhatsApp Templates Created?

WhatsApp templates are first created and approved in Gushup, then added to the CRM using the Content Manager.

To Copy the WhatsApp Template Details from Gushup, Follow These Steps:

1. Open Gushup Templates.
   
2. Select the required template.
   
3. Click the information (i) icon.
   
4. Copy:
   
   • Template Name
     
   • Template Content
     
   • Template ID
     

Part 4: Creating a WhatsApp Template in Content Manager

To Create a WhatsApp Template in CRM, Follow These Steps:

1. Click the three-line (menu) icon.
   
2. Navigate to Content Manager.
   
3. Click Create Template.
   
4. Paste the Template Name exactly as in Gushup.
   
5. Select Template Type as WhatsApp.
   
6. Select Access Type as Public.
   
7. Click Next.
   

To Add Template ID and Message Content, Follow These Steps:

1. Paste the Gushup Template ID in the Template ID field.
   
2. Click Next.
   
3. Paste the message content copied from Gushup.
   
4. Select Model as Lead Box.
   

To Replace Variables with Lead Fields, Follow These Steps:

1. Identify variable placeholders in the message such as {{1}}, {{2}}.
   
2. Place the cursor inside the placeholder.
   
3. Delete the placeholder text.
   
4. Select Lead Fields.
   
5. Choose First Name or other required lead fields.
   
6. Repeat for all placeholders.
   
7. If required, add static variables manually using curly braces.
   

To Save the WhatsApp Template, Follow These Steps:

1. Review the message content and variables.
   
2. Click Save.
   

The WhatsApp template is now successfully added to the Content Manager.

What Happens After the Template Is Added?

Once added:

• The WhatsApp template becomes available inside Journeys
  
• It can be selected while creating WhatsApp engagements
  
• Messages can be automated based on lead creation or updates
  

What Is the Benefit of WhatsApp Integration with CRM?

WhatsApp integration helps teams:

• Automate real-time lead communication
  
• Use approved WhatsApp templates safely
  
• Personalize messages using lead data
  
• Reduce manual messaging effort
  
• Improve response rates and engagement