Who this suits
Sales teams joining a business conversation channel to an existing CRM.
When a simpler option is a better fit
A shared inbox alone may be adequate when the CRM is not used to manage sales actions.
Illustrative event and field map
Conversation-to-contact mapping, sales ownership, consent fields, and contact deduplication
Illustrative design example. Adapt these rules with the responsible team before implementation.
| Record or decision | Illustrative rule | Accountable owner |
|---|---|---|
| Channel contact | Normalise the approved phone format and preserve original reference | CRM administrator |
| Conversation summary | Attach source message reference and reviewable facts | Opportunity owner |
| Contact preference | Record source and timestamp for the approved permission field | Channel owner |
Data flow and sync direction
Match the channel contact to an approved CRM identity
Create an enquiry or attach it to the relevant open record
Store ownership and next-action context for sales
API and account prerequisites
- CRM fields and duplicate rules
- WhatsApp event access
- Owner assignment and approved data-retention rules
Limits and exceptions
A shared phone number can represent several people. Ambiguous matching needs human review. Do not overwrite an existing owner or treat every incoming message as permission for later promotional contact.
Implementation cost drivers
Scope CRM objects, identity matching and conversation history depth. Custom implementation does not imply an official CRM partnership or native connector.
Acceptance and measurement
Test repeat messages, ambiguous contacts and human takeover. Reconcile created enquiries with source events and assigned owners.
Questions before starting
Which prerequisites must be verified?
CRM fields and duplicate rules; WhatsApp event access; Owner assignment and approved data-retention rules.
Product documentation
Documentation checked 11 October 2026. Access and costs must be confirmed for your account and intended workflow.
Discuss the scope and availability
Tell CraftDuka about the task, your current systems and the people who will use it. Our team is based in Nairobi and serves Kenya and East Africa. We will assess the fit and availability before agreeing a project.