Capsule integrates with many technologies, platforms, and tools to make your daily operations smoother. For many businesses around the world, WhatsApp Business has become a key platform for cultivating new lead relationships and keeping an open channel of conversation with clients.
But is WhatsApp a practical channel for your business? Let’s examine the benefits WhatsApp Business can offer, and the best platform for integrating with your Capsule account.
Why WhatsApp?
With 2.78 billion monthly active users, it’s fair to say that your prospects or clients will be using WhatsApp - whether it’s for business or maintaining personal relationships. Global adoption of WhatsApp Business has surged year-on-year, reaching 200 million monthly active users in 2023.
WhatsApp Business has gained popularity, particularly among users in Brazil, Mexico, Indonesia and India, and is increasingly becoming a key channel for businesses globally.
Whether your business reaches far corners of the world or serves your local community, WhatsApp is a simple way to communicate and manage your customer relationships.
What makes WhatsApp Business popular?
It’s simple. With WhatsApp, you can meet users where they are: a messaging app they already use on their phone. In fact, 39% of users surveyed prefer WhatsApp for customer service to other channels.
What’s more, WhatsApp provides a familiar platform, making it easy to respond at a time convenient to the user, and doesn’t require people to call an automated helpline or spend their time listening to hold music.
What’s the best way to manage my WhatsApp business conversations?
Platforms like Wati.io and CallBell bridge the gap between your WhatsApp Business conversations and your customer relationship management (CRM) tool.
Instead of switching between your phone and laptop to manually type up notes, you can automatically pull your conversations into CRMs like Capsule. Plus, you no longer need to debrief your team members. Instead, your employees and colleagues can simply log into your CRM tool to catch up on conversations with prospects and clients on their individual contact pages.
Using CallBell with Capsule CRM
If you're not especially comfortable with technical setup, Callbell may be the better fit: it connects to WhatsApp using the "Link device" configuration, the same way you'd link WhatsApp Web or Desktop to your phone. There's no WhatsApp Business API application to submit, so you can be up and running quickly.
Capsule integrates directly with Callbell, and setup is straightforward. Click the Integrations icon in the top right of Capsule, find Callbell, and connect using the webhook. If you'd also like to push your Capsule contacts into Callbell, you can connect the two via Zapier instead.
If you’d like to see that broken down, we put together a step-by-step guide to connecting CallBell and Capsule CRM.
Once you’ve connected the tools, you’ll see messages sent and received over WhatsApp begin logging against your contacts in Capsule.
Using Wati with Capsule CRM
If you're comfortable setting up an API connection, Wati may serve you better. It’s an official WhatsApp Business Solution Provider, authorized directly by Meta to provide the WhatsApp Business API, providing you with a robust, scalable solution.
Before you integrate Wati with your Capsule account, you’ll need to set up your WhatsApp Business API access directly through Wati, which will guide you through their onboarding process. Wati has more information in their setup guide, but if you’re uncertain, we'd recommend asking a developer experienced with APIs and webhooks to help with this part.
Once you’ve got your API setup, you can progress to the next step: connecting Capsule CRM and Wati. Like Callbell, Capsule integrates directly with Wati, so you’ll also find Wati in Capsule by clicking the Integrations icon to the left of your name in Capsule. Find Wati, connect via a webhook, and your WhatsApp message will start logging in your Capsule contact records automatically.
For more information, visit our step-by-step Wati connection guide, which also shows how you can connect via Zapier.
Wati also offers a detailed guide to their WhatsApp Business API.
Which integration should I use to see my WhatsApp conversation in Capsule CRM?
Both tools work the same way in Capsule, delivering your WhatsApp conversations directly to the relevant contact’s page. They both connect via a simple webhook and are both available to users on any Capsule plan.
The real difference is in how each connects to WhatsApp itself. CallBell is more suitable if you're not especially confident with technical setup, since it uses the lightweight "Link device" method. Wati, as an official WhatsApp Business Solution Provider, uses the full WhatsApp Business API: it’s a more involved setup, but a more robust, scalable solution.
In both instances, you'll need to set up your account with Wati or CallBell before integrating with Capsule CRM.
What’s the difference between the WhatsApp Business app and the WhatsApp Business Platform?
There’s a key difference between the WhatsApp Business app and the WhatsApp Business Platform. The app enables small businesses to communicate with customers from a single device.
Solutions like CallBell and Wati instead connect to the WhatsApp Business Platform, enabling medium and large businesses to chat with customers at scale through programmatic access to WhatsApp.
Integrate Wati or CallBell today to see your WhatsApp Business conversations in Capsule. Enjoy Capsule’s free starter package or start a 14-day free trial and see how Capsule’s features help turn opportunities into sales.
