FM WhatsApp

Documentation

What it does

FM WhatsApp brings WhatsApp into EspoCRM. Every employee links his own number by QR (like WhatsApp Web), and a shared company (reception) number receives new clients. Conversations are linked automatically to the Lead, Contact or Account by phone number, and managers see all numbers in one place.

Main features

• WhatsApp Web style inbox: search by name, number and message text, filters (unread, unanswered, new, mine, jobs, pending approval), tags, images/files/voice, delivery and read ticks.
• Reception number: every new number becomes a Lead; reception assigns it to a rep (manual or round-robin) with a handoff summary, and the client receives the rep's name and number. Chat locking so two people don't answer the same client.
• Welcome menu for new numbers (new client / existing client / jobs), saved on the lead.
• Recruitment routing: job requests and CVs never become leads; HR is notified and an applicant record is created with the CV.
• Employees' numbers: unknown numbers wait for manager approval (or create a Lead); employees can mark a chat as personal. Colleagues and suppliers are kept as internal.
• Alerts: reception response SLA with escalation, disconnected numbers, client returning to the company number — in-app, mobile push and e-mail.
• Daily manager report: chats and leads, response time per employee, waiting clients, numbers down, ads.
• Quick replies with variables and files, scheduled messages, safe broadcasts from a Target List (daily cap, random gaps, opt-out).
• Click-to-WhatsApp ads: the ad is saved on the lead, with leads and conversion per ad.
• WhatsApp panel on Lead/Contact/Account, dashlet, Formula ext\whatsapp\send, integration with Sales Dialer.
• Encrypted session backup: numbers come back without a new QR if the server is lost.

Install

• Administration → Extensions → upload → Install, then activate the license.
• Administration → WhatsApp Settings → Download gateway: a zip pre-configured for your CRM.
• Upload it to a Linux server (the CRM server is fine), unzip and run bash install.sh inside the folder (installs Node.js and pm2 and starts it).
• Set Gateway URL to http://127.0.0.1:3100 → Save → Test gateway.
• Administration → WhatsApp Numbers → create the reception number (Type = Reception), pick its users → Connect and scan the QR with the company phone.
• Each employee: WhatsApp tab → Link number → scan the QR from WhatsApp → Linked devices.

How it works

The gateway is a small Node.js service that keeps the WhatsApp connections. Incoming events are posted to the CRM through a signed webhook; the CRM sends through it with a secret key. Sending is paced with random delays to lower the ban risk.

Settings & permissions

• Everything is in WhatsApp Settings: gateway, reception & assignment, welcome menu, alerts & reports, numbers & privacy, recruitment, sales integration, working hours.
• The role permission WhatsApp Chat → Read decides visibility: all = every number, team = the team's numbers, own = own number. Reception members are set on the reception number.

Notes

• QR linking is not the official WhatsApp Business API — avoid bulk messaging; numbers can be banned.
• Needs a Linux server with Node.js 20+; the CRM and the gateway must reach each other.
• E-mail alerts need SMTP configured in the CRM.