Support — CRMThread for WhatsApp Web

Help with the browser extension. For the CRM itself, sign in and use the help in your workspace.

Email us support@crmthread.com — tell us your workspace code and what you were doing. If it is a sync problem, say which chat and roughly when, so we can match it up.

Setting it up

Click the extension icon to open its panel.
Enter your CRM address (for example https://yourcompany.crmthread.com). Chrome will ask for permission to reach that one address — the extension cannot work if you decline it.
In CRMThread, open Settings → Security, click Connect the WhatsApp extension, and copy the pairing token it shows. Paste it into the extension.
There is no password to enter: the token works the same whether you sign in with a password, with Google, or through your company's single sign-on. It is shown once, and creating another replaces it.
Tick Sync this WhatsApp session.
Open web.whatsapp.com and leave the tab open. Nothing syncs while that tab is closed.

You need an existing CRMThread account. The extension cannot create one, and it will not sign you in to a workspace you do not already have access to.

What gets synced

Chats with people already in your CRM sync on their own.
Unknown numbers are left alone until you open the chat and choose Sync this chat, which also creates the lead.
Group chats are never synced, and there is no setting that changes this.
Your history is not back-filled. The first time a chat syncs, what is already on screen is left where it is; only what happens afterwards is saved.

Common problems

Nothing is syncing

In order of how often it turns out to be the cause: the WhatsApp Web tab is closed; the Sync this WhatsApp session box is unticked; the session expired and the panel no longer says Connected; or the chat is with a number that is not in your CRM yet. If you have just installed or updated the extension, reload the WhatsApp Web tab — a tab that was already open does not pick up the new version.

An older conversation did not come in

That is deliberate, not a fault. Open the chat, then use Re-sync the open chat in the panel and scroll up in WhatsApp — messages come in as they load. Press it as often as you like: the CRM refuses a message it has already stored, so nothing is duplicated no matter how many times you re-sync.

I synced a chat by mistake

Forget opted-in chats clears the list of chats you chose, so you are asked again next time each one is opened. It changes what happens next; messages already saved stay in the CRM, where you can delete them as you would any other record.

A message queued in the CRM has not gone out

Queued messages are sent one at a time with a pause between them, deliberately — a burst is what gets a WhatsApp account restricted. They also need the WhatsApp Web tab open and the chat reachable from your account. If a message sits unsent for more than a few minutes with the tab open, email us.

Turning it off

Untick Sync this WhatsApp session to pause everything, or Disconnect to remove the stored token from this computer. If the laptop itself is lost, revoke the pairing from the CRM: Settings → Security, then end the WhatsApp Web extension session — that works even if you can never touch the machine again, and it signs nobody out of the CRM. Removing the extension from Chrome deletes everything it kept on your computer. Neither removes anything already saved in your CRM.

A word about risk

WhatsApp's terms do not permit automated access, and Meta looks for automation in WhatsApp Web. The account that can be restricted is the one you are signed in with. Sending is paced and one-at-a-time to stay close to ordinary use, but the risk is real. Do not use this for bulk messaging. If you need volume, use the WhatsApp Business API instead — CRMThread supports it, and your workspace admin can turn it on under Settings.

Privacy

What the extension reads and where it sends it is set out in the privacy policy.