WhatsApp connects to Kommo in two ways: WhatsApp Business API — the official Meta integration for broadcasts, chatbots, and server-side operation — and WhatsApp Lite, a simpler option that runs on top of the WhatsApp Business app on your phone. The primary path today is Business API: Lite is easier to set up but is sometimes unavailable, and Kommo's development focus is firmly on the official integration. Both routes bring all WhatsApp conversations into your Kommo sales pipeline, where every inbound message becomes a deal with a full history, a value, and a task. Below you'll find what sets them apart, what you'll need, and how to connect each one.
What this gives your business
WhatsApp is a primary messaging channel for a large share of customers — especially those contacting you from abroad. As long as conversations live in a sales rep's personal phone, half of them stay invisible: no one can see how many inquiries came in, who hasn't received a reply, or which ones actually converted. Once WhatsApp is connected to Kommo, every message lands in the pipeline alongside leads from your website, Instagram, and Telegram — and nothing falls through the cracks.
Two options: WhatsApp Lite vs. WhatsApp Business API
Kommo offers two separate integrations. Here's the short version of the difference:
- WhatsApp Business API — the official integration through Meta (Facebook) and the recommended path today. The setup is more involved (you need a Facebook Business account and verification), but it runs server-side, not on a phone: template broadcasts, chatbots, and multiple sales reps working from a single number simultaneously. Meta charges per conversation separately — check current pricing on Meta's side.
- WhatsApp Lite — a simpler connection that runs on top of the WhatsApp Business app on a phone. It used to be a popular quick-start option for small teams, but it's tied to a single device (no mass broadcasts, and everything stops if that phone goes offline) and is sometimes unavailable — Kommo is increasingly focused on the official Business API. Consider Lite a temporary solution at most.
In short: for an early-stage solo operation Lite can get you started, but any business handling a real volume of inquiries, running broadcasts, or working with more than one sales rep needs Business API.
What you need before you start
- A phone number for WhatsApp that isn't already tied to a personal WhatsApp account (for Business API — a dedicated number not used in the WhatsApp app).
- The WhatsApp Business app — for the Lite method.
- A Facebook (Meta Business) account with admin rights — for Business API.
- Admin access in Kommo.
Step-by-step: connecting via Business API
Step 1. In Kommo, open the integrations section and find WhatsApp Business API (for Lite, choose the corresponding WhatsApp integration). The exact location may vary slightly depending on your interface version.
Step 2. Log in through your Facebook Business account and grant the required permissions.
Step 3. Select or create a WhatsApp Business profile and enter the number you want to use. Verify the number with a code.
Step 4. Complete business verification in Meta if prompted, then save the integration in Kommo.
Step 5. Test it straight away: send a message to the business number from another phone and confirm that a deal appears in your Kommo pipeline.
WhatsApp and Kommo update their interfaces and requirements periodically, so button labels may differ slightly from what's described here. If you get stuck on Meta verification, reach out — we'll walk you through your specific situation or handle the setup for you.
Which option to choose
For most businesses today the answer is WhatsApp Business API: it's official, stable, and not tied to any single device — and Lite can be unavailable on top of that. Lite makes sense only as a quick temporary start for a single sales rep with minimal volume. If you're planning broadcasts, a chatbot, or team-based work, go straight to Business API so you don't have to rebuild your pipeline setup twice.
If something isn't connecting
- Make sure the number for Business API is not currently active in the regular WhatsApp app.
- Confirm that you are an admin of the Facebook Business account and that it has completed verification.
- If Facebook isn't showing the right business profile, sign out and sign back in with the account that manages it.
What's next: making WhatsApp actually drive sales
Connecting the channel is just the beginning. The real impact comes from automation: an instant first reply, smart routing between sales reps, follow-up reminders, and message templates. An AI assistant can handle WhatsApp conversations around the clock and hand the sales rep a warm lead. If you'd like WhatsApp, your other channels, and your pipeline configured end-to-end, we handle the full implementation. We connect Telegram and Instagram the same way — all channels in one pipeline.
Frequently asked questions
Can I connect a regular personal WhatsApp account?
For CRM integration you need WhatsApp Business (for the Lite method) or a separate number for WhatsApp Business API. A personal WhatsApp account doesn't support full integration.
How much does WhatsApp cost in Kommo?
The integration itself depends on your Kommo plan and the method you choose. For WhatsApp Business API, Meta charges separately per conversation — rates change, so check current pricing on Meta's side. To work out the cost for your specific case, give us a call or send us a message.
Will customers know they're talking to someone using a CRM?
No. From the customer's perspective it's a normal WhatsApp conversation — the fact that the sales rep is working from Kommo is completely invisible.
Can I send WhatsApp broadcasts from Kommo?
Yes, but full template-based broadcasts are a WhatsApp Business API feature (through Meta), not Lite. Message templates are approved on the Meta side.
How many sales reps can use a single number?
With WhatsApp Business API, multiple reps can work from the same number simultaneously — the integration runs server-side, not on a phone, and all conversations flow into a single pipeline. WhatsApp Lite is tied to one device, so for reliable team operation the API is the right choice.