FAQ: WhatsApp Integration

Does WhatsApp integration cost anything through Pipedrive?

The integration itself is currently free to connect. However, message costs (e.g., template messages) are billed directly by Meta, not Pipedrive. Pipedrive does not control or display Meta's pricing structure.

Why am I seeing billing options about plans in Pipedrive if the integration is supposed to be free?

This can happen on legacy plans that haven't been updated. If you're seeing unexpected billing messages in Pipedrive such as "view billing plans", this is a plan-level issue rather than a WhatsApp integration charge. Please check your current plan as it might be necessary to choose one of our new plans.

How are template message costs calculated?

Template pricing and structure are set by Meta, not Pipedrive. For a detailed cost breakdown, you'll need to check Meta's official WhatsApp Business pricing directly as Pipedrive can't provide those figures.

Do I get charged extra for using automations to send WhatsApp messages? Charges are tied to Meta's messaging structure (e.g., template usage), not to the fact that a message was triggered by an automation. Contact Meta for exact cost details.

Is this the official WhatsApp Business API, or something else? Pipedrive's WhatsApp integration connects to WhatsApp using Meta's official infrastructure, but it is Pipedrive's own integration layer on top of it — not a direct, unmediated instance of the raw WhatsApp Business API. If you need the full official API for custom development, that's a separate Meta product.

What are the requirements to set this up? You'll need a Meta Business Portfolio and a WhatsApp Business Account (WABA) connected through Meta. Pipedrive's integration then links to that existing Meta setup — it doesn't create the WABA for you.

I'm confused about how this works on both the WhatsApp app and Pipedrive at the same time. This is coexistence mode: it allows a number to remain usable in the native WhatsApp Business app while also being connected to Pipedrive. Messages and contacts sync between the two, but they're not fully identical experiences.

Nothing happens when I click "Pair" — no popup window shows. This is often a browser-specific issue. Try switching to Chrome if you're on another browser.

How do I set up the WhatsApp integration? Follow the guided setup article in the Knowledge Base here: https://support.pipedrive.com/en/article/whatsapp-integration-setup .

Most first-time setup issues are resolved by following it step by step.

My WhatsApp integration keeps disconnecting. Try clearing your browser cache and cookies, or testing in an incognito window. If the issue persists after that, it may require checking with Meta directly, as backend-side WhatsApp errors aren't always visible to Pipedrive.

I can't connect WhatsApp Business to Pipedrive at all. This is usually resolved with basic reconnection steps (disconnect, clear cache, reconnect). If it still fails, it may be a Meta-side account issue — check your WhatsApp Business Portfolio status.

My integration stopped working after I reconnected my account. This type of issue typically needs to be escalated, since reconnection problems often involve backend account state. Continue by reaching out to human for additional support for resolution.

How do I Remove WhatsApp connection and all associated WhatsApp data? This needs to be handled by a human since only engineers can permanently delete all WhatsApp-related data.

Can I send bulk or marketing messages through this integration? No — the WhatsApp integration is built for individual conversation-style messaging, not bulk campaigns. If you're trying to reach many contacts with the same message, that use case isn't currently supported by the integration.

Is there a limit on how many contacts I can message? Yes, there are limits on sending templates to multiple contacts (e.g., a 2,000-contact cap has come up as a current restriction). Exact limits depend on your Meta-side messaging tier, so check with Meta for your account's specific limits.

Can I use automations to send WhatsApp messages, and are there limits on that? Automations can trigger WhatsApp messages, but the same Meta-imposed limits on template sending still apply. This isn't a separate, higher-limit channel.

What's the actual difference between "sending a message" and "running a campaign"? Sending a message is a one-to-one conversation action. A campaign implies bulk, simultaneous outreach — which this integration does not support. If your use case is closer to a campaign, you'll need a different tool.

Why do only new messages show up after I connect WhatsApp? When you first connect, Pipedrive doesn't pull your entire historical message archive — only new messages sent after the connection are displayed going forward.

My message history stopped loading / import failed. This is often tied to Meta's "one-shot" history-sync window expiring. Once that window closes, older history may no longer be importable. If import errors persist after basic troubleshooting, this may need to be flagged as a bug rather than a one-off sync issue.

I disconnected WhatsApp, but the old chats are still showing in the contact's history, can they be removed? Disconnecting WhatsApp (via Tools and apps > Messaging apps) removes the live connection but does not automatically delete historical data — Pipedrive retains synced messages, conversation history, and WhatsApp Business Account details unless a deletion is explicitly requested.

To have this data removed, a company admin, the user who connected the integration, or an authorized company representative needs to email Pipedrive Support with:

Support will verify identity/authorization, confirm the scope of the request, then delete the relevant data and confirm once complete. (Full detail: WhatsApp data deletion)

Why do contact names sometimes not show up in the CRM for WhatsApp chats? A contact's name typically only populates once they've sent a message after the sync started — names aren't backfilled for prior conversation history.

What is coexistence mode? It's a setup that lets a WhatsApp number remain active in the native WhatsApp Business app while also being connected to Pipedrive, rather than requiring an exclusive connection to one or the other.

Can I migrate to coexistence mode without losing data? Meta allows accounts to convert to Coexistence, but it might need to be reviewed on their end. A major benefit is that your current chat history stays on your phone.

Can I add additional WhatsApp numbers while using coexistence? Coexistence is scoped to individual number connections; it's not designed for managing multiple numbers as a bulk/multi-line setup.

How do I unlink my current number and connect a different one? Unlinking and relinking a WhatsApp number to a different integration has to happen on Meta's side first — once a number is linked to one app, it must be unlinked there before it can be connected elsewhere.

My Business Portfolio or WABA became inaccessible — how do I remove it? This has to be handled directly through Meta; Pipedrive doesn't have the ability to manually remove or reset a Meta Business Portfolio or WABA.

My number was restricted or banned during setup. This is a Meta-side restriction. Support can check for any obvious errors, but resolution requires working with Meta directly.

How many WhatsApp accounts can a company connect?

One WhatsApp Business Account (WABA) per company.

Who can connect or disconnect WhatsApp?

Only global admin users can connect or disconnect the WhatsApp integration.

Can I connect multiple WhatsApp accounts? Yes, you can connect more than one WhatsApp number to your Pipedrive account. However, each Pipedrive user can only be linked to one WhatsApp number at a time — if a user is assigned to a new number, they're automatically unlinked from the previous one. (Full detail: WhatsApp integration setup)

Can I add multiple users to a single WhatsApp number? Each user can be assigned to 1 phone number, but the same phone number can be shared among multiple users. A WABA’s maximum number of phone numbers depends if the parent Meta Business Portfolio is verified as a business:

Can I use my existing personal WhatsApp number? Pipedrive's native WhatsApp integration runs on Meta's official WhatsApp Business API (Timelines, by contrast, connects to a regular WhatsApp number more like WhatsApp Web does, without going through that official API).

You can keep your current number, but it needs to become a WhatsApp Business account — either through the WhatsApp Business app or a Cloud API account — rather than staying a regular personal WhatsApp number. Keep in mind a number only works with one WhatsApp app at a time, so once it's converted, it's off the regular WhatsApp.

Why can't I send a message?

Either the 24-hour service window has expired (you must send a template message outside this window), or no phone number is assigned to you.

Why don't I see templates when sending a message?

Only templates with APPROVED status are shown. Templates with advanced components (header, footer, buttons) are not supported — only text BODY templates appear.

How long does template approval take?

Templates are reviewed and approved by Meta. This typically takes 1–2 business days.

What template types are supported?

Only Marketing and Utility template categories are supported.

Why can't I see a conversation in the inbox?

You must be assigned to the phone number that the conversation belongs to. Ask your admin to verify your phone number assignment.

Can I send messages from someone else's phone number?

No. You can only view conversations on other phone numbers in read-only mode. You cannot send messages from a phone number you are not assigned to.

Symptoms: WhatsApp status shows "unauthorized", unable to send or receive messages.

Steps to resolve:

Note: Only admin users can perform this action.

Possible causes:

Steps to verify:

Cause: The user is not assigned to the phone number the conversation belongs to.

Steps to resolve:

Note: Each user can only be assigned to 1 phone number at a time.

Possible causes:

(Confirmed product limitations — not bugs, not pending fixes)

If you need any of these, that's a product feature request — not something support or a Knowledge Base articles can help with.