How to integrate WhatsApp Business API with a CRM

In the messenger era customers don’t call — they write. They ask questions, check delivery, confirm details. All of it happens in chat. And if a business doesn’t reply in WhatsApp or Telegram, it simply loses leads. And — money and loyalty.

The solution is to connect the official WhatsApp Business API (WABA) to a CRM. Then all communication, including payments and sales, runs in a single window. Convenient, fast, no losses. In this article we walk through how to do it with Radist.Online.

What WABA is and why to connect it to a CRM

WABA (WhatsApp Business API) is the official channel for talking to customers on WhatsApp. Unlike “grey” solutions, it:

• Runs stably, without ban risk;
• Lets you launch template-based broadcasts;
• Supports a business profile and product catalogue;
• Opens access to the payment system and analytics.

But most importantly — paired with a CRM, WABA turns into a sales tool. Leads from messengers land straight in Kommo or Bitrix24, and reps work with clients in the interface they already know. Fast. Clear. Nothing lost.

Three ways to connect: pick what fits

Businesses have different needs. Some want maximum automation, others want a simple and fast connection without complex setup. That’s why Radist.Online offers three flexible scenarios:

1. WABA + Kommo integration

The Kommo integration is a tight pair that provides:

• Incoming and outgoing messages are shown right inside the deal card;
• Metrics are calculated;
• Auto-replies, bots and broadcasts are triggered;
• Statuses and actions stay in sync.

Fits those who take sales seriously: control, automation and efficiency all in one place.

2. WABA + Bitrix24 integration

A reliable tandem with the same feature set:

• Open Channels support;
• Fast routing of dialogs to reps;
• Template-based messaging;
• Chat history storage.

Fits companies that use Bitrix24 actively as a single point of customer-experience management.

3. WABA without a CRM: via RadistWeb

If you’re only piloting WABA or don’t want to dive into complex CRM settings — use the RadistWeb account:

• Connect one or several numbers;
• Talk to customers from WhatsApp, Telegram and more — in one window;
• Send templates, files, payment links;
• Create broadcasts and add team members.

The RadistWeb account is like a compact CRM for those who value simplicity and a fast launch.

How to connect WABA in Bitrix24: step-by-step

Using Bitrix24? Here’s how to set up the integration step by step:

Step 1. Go to your RadistWeb account, section «Integrations».

Step 2. In the «Available» list find «WABA + Bitrix24» and follow the instructions:

• pick the country of your domain;
• click «Install in Bitrix24 marketplace»;
• accept the terms and finish the install.

Step 3. Return to RadistWeb and paste the link to your Bitrix24.

Step 4. After the page reloads click «Add phone number» — select the number you connected earlier.

Step 5. Configure the integration: you can rename it, add numbers, manage the connection status.

Done! WhatsApp messages now land in Bitrix24 and appear in RadistWeb. One process — two interfaces.

How to connect WABA in Kommo: step-by-step

If you work in Kommo, connection takes only a couple of minutes:

Step 1. Open RadistWeb, go to «Integrations».

Step 2. Find «WABA + Kommo» and click «Install».

Step 3. In the pop-up authorise in your Kommo and confirm access.

Step 4. After successful authorisation you’ll see the settings screen:

• choose the account and the phone number;
• configure message display, chat and notification sync.

Step 5. Save the settings — WhatsApp Business API messages will show up in the Kommo deal card, and also in the RadistWeb chat.

Here you can additionally set up quick-reply templates, auto-replies and chat linking to the sales pipeline.

Wrap-up

Integrating WABA with a CRM is the way to make your sales team faster, customer communication more convenient and the business more profitable. At Radist.Online we help build a system where messengers work for results. Pick the scenario, connect and start talking to customers where it’s convenient for them — and profitable for you.