Index
Integrating WhatsApp with CRM must preserve the context of the conversation and the link with the opportunity. Copying messages to a notes field does not resolve attribution, continuity or follow-up.
How to evaluate this decision
Define which events need to update the CRM and which messages must remain in the service channel. Confirm the current resources and conditions of the official platform used before estimating the project. The link between number, person and company requires care: numbers can be shared or changed. Prevent manual correction without unduly mixing histories.
Criteria for comparing proposals
- Identification: relate conversation and contact with clear criteria and review in ambiguous cases.
- Events: record input, assignment and result without creating an opportunity with each message.
- Continuity: enable human transfer and synchronize states that interrupt automations.
A scenario to discuss with the supplier
Hypothetical example: a buyer talks about two different demands. Integration should allow you to relate context to the correct opportunity, rather than attaching every message to the most recent negotiation.
What to validate upon delivery
Test new contact, known number, event duplication and temporary CRM failure. Check history resumption and consistency, distinguishing sent message from received or read message.
Prepare the conversation about the project
Inform Quantum9 of the current provider, CRM, service rules and necessary events. The proposal must explain platform dependencies and known external costs, without assuming unverified functionalities.
Conversational commerce · Map the company's priority