Pipedrive is a CRM tool that is especially popular among small to medium-sized businesses and startups. It is less customizable than industry leader Salesforce, but it can be deployed without significant implementation costs.
The integration with messengers like WhatsApp typically aims to automatically synchronize contact data between both systems and enable automatic message sending for specific events.
Until 2023, Pipedrive had a native integration with WhatsApp. However, this was discontinued. With Superchat and Zapier, you can still integrate Pipedrive with WhatsApp in just a few clicks.
Benefits: Why You Should Integrate Your CRM System and WhatsApp
Customer Relationship Management (CRM) systems are central software applications in many companies, especially for sales, marketing, and support teams. Today, a CRM software is typically indispensable as it contains relevant information about customers and prospects.
For this reason, messengers like WhatsApp should also be connected to your CRM. Typically, you want to use the contact data from your CRM for your conversational commerce activities and automatically transfer updates you receive via messengers into your CRM to work efficiently.
With over two billion active users, WhatsApp is the most popular messenger worldwide, followed by Facebook Messenger. Facebook and Instagram are the most popular social media platforms. Especially Instagram, through direct messages, plays a significant role in direct user communication. For many businesses, these channels are increasingly important for contacting customers, often almost completely replacing email.
This is mainly because text messages are almost always read. WhatsApp messages have an open rate of about 98% and are typically read within less than an hour. Additionally, messengers are more personal than traditional marketing channels and enable much faster information exchange.
Benefits of a CRM integration with WhatsApp at a glance:
- New channel with a large audience
- Exceptionally high user interaction
- More effective use of WhatsApp
- Easy synchronization of data and contacts
- Automatic updating of contact data
- Integration with other tools possible
- Automation of processes via the messenger
How to Integrate Pipedrive with WhatsApp, Instagram & Co.
Automated synchronization of contacts in Pipedrive with WhatsApp, Instagram, or Facebook Messenger is only possible via the API. This means you must either connect the APIs yourself or use a tool that already has the necessary APIs integrated. For example, Superchat features integration with Zapier and Make, allowing you to integrate Pipedrive with any popular messenger in just a few clicks.
Requirements
- Access to the WhatsApp Business API or WhatsApp Cloud API or a messaging platform like Superchat that already has all necessary integrations
- Admin access to Pipedrive.
- Access to Zapier or Make.
Step-by-Step Guide for Integration with Zapier
The exact procedure depends on the desired automation process. In our guide, we show you how to automatically create a new contact in Pipedrive as a contact in Superchat or update an existing contact.
The workflow is triggered by a new contact in Pipedrive and first searches for the contact in Superchat. If the contact already exists in Superchat, the data are updated; otherwise, a new contact is created with data from Pipedrive.
- Open Zapier and select “Create” > “Zap”.
- Choose the Pipedrive app as the trigger with the event “New Person”.
- Add the Superchat app as the next step with the event “Find a Contact”.
- In the “Action” menu, select “Field” for the contact attribute you wish to search for (For WhatsApp the phone number) and in “Value” select the appropriate contact field from Pipedrive. In the last field choose “Yes” (to allow a new contact to be created if the search yields no result).
- Add the app “Paths by Zapier” as the next step. The workflow automatically divides into two paths.
- Choose as the rule for the first path (Path A) the 2nd step “Find Contact in Superchat” with the field “Zap Search Was Found false” and below “(Boolean) Is false”.
- Add a further step with the Superchat app and the event “Create Contact in Superchat” to the path and select for the contact attributes the respective information from Pipedrive.
- Choose as the rule for the second path (Path B) the 2nd step “Find Contact in Superchat” with the field “Zap Search Was Found false” and below “(Boolean) Is true”.
- Add a further step with the Superchat app and the event “Update Contact in Superchat” to the path and select for the contact attributes you wish to update the respective information from Pipedrive.
How to Get More Out of Your Pipedrive and WhatsApp Integration
- Automatically create new contacts in Superchat also in Pipedrive or update an existing contact
- Automatically update contact attributes in Pipedrive based on messages from your WhatsApp contacts.
- Send automated messages to contacts based on events in your CRM system.