Working in amoCRM


How to write first?

To begin working, go to a deal and click the contact’s number. The “whatsappWZ” button will create a chat with the client. The same button also allows to begin a dialogue with the client in the amoCRM mobile application.

You only need to press the “whatsappWZ” button once – if you have not had a chat with the contact. In all the other cases, the chat will already exist in the deal card. Use it to avoid multiple chats with clients. Duplicate chats can affect automation. For example, you’re working with the Salesbot.

After pressing the “whatsappWZ” button, the chat will be created automatically; no notification will appear. Now there will be a whatsappWZ icon under the contact’s name. Click on it to continue chatting with the client.

If you created the chat by pressing the “Write in WhatsApp” button, using Webhook, the system will notify you that the chat has been created.

You can start communicating with the client in the same window.

You can send files up to 50 MB.

When creating a deal manually, enter the numbers with +7 in the beginning. This is the format Wazzup works with. If the service cannot find a number starting with +7, it is created automatically.

The duplicate of the initial number still exists in the card:

Before, we used other chat channels. The users who worked in amoCRM before the channels update, had the WZ icon on their user images.

To transfer your chat to the new Wazzup channel, do not continue the old chat in the usual way. To send a new message, press the “whatsappWZ” button. After you “update” your chat with a client, message statuses will begin to be displayed, the messages themselves will “run” smoother, and the icon will change to the classic WhatsApp icon.

You can find out about all the ways to initiate a dialogue in a separate instruction.

Message status

The native chat has message statuses analogous to WhatsApp. “Sent” is analogous to one gray tick; received – two dray ticks; read – two blue ticks.

Here is what the statuses look like in the native chat:

Message statuses in the native chat can have a delay of 5-10 seconds. This is due to the speed which amoCRM itself handles statuses at. In the Wazzup chat, message statuses are handled instantly.


How to write first?

To write to a client you have not had any previous communication with, type their nickname in the “Instagram (WZ)” field:

Then go to the Wazzup Chat located in the top right corner of the deal card:

Inside it, an additional chat will appear to communicate via Instagram from the deal card:

Write and send your message:

If the Instagram account name you entered does not exist, the service will reply with an error:

After the client replies to you, the “InstaWZ” button will appear in the deal card:

From that point, you will be able to write to the client from the deal card:

We do not recommend overusing this functionality and using it for bulk messaging due to the high risk of being blocked for spam.

Working with incoming messages and comments

After a client has sent you a direct message or commented on your post, a card will be created and a system message will be sent:

Comments to posts are sent to you with the link to the post itself:

You can reply to comments by quoting from the Wazzup chat:

In the Instagram interface, it will look like this:

Comment filter

You can choose which comments to receive in CRM and which not. In the channel settings, set the parameters by which the system will filter the desired comments.

You can filter comments by keywords or post URL.

Message statuses

In a deal card, sent, delivered and read statuses are displayed. “Sent” is an intermediate status which a message has for less than a second, so you might even miss it.

Here is what the statuses look like in a deal card:

Message statuses in a deal card can have a delay of 5-10 seconds. This is due to the speed which amoCRM itself handles statuses at. In the Wazzup chat, message statuses are handled instantly.

Reading files from message text in the amoCRM native chat

AmoCRM allows you to send only one image at a time. Using Wazzup, you can attach images, videos, audios, and documents to your messages within a deal chat or in SalesBot.

To do this, enclose the link to the file with square brackets. The service will download the content and send the document or media in its original state. Files more than 10 MB in size are sent as a download link.

To send the file:

  1. Send the file through Wazzup Chat to your number or your client’s number. The service will process the file and assign a link to it.
  2. Copy the link.

  1. Insert the link in the message and put it in square brackets.

This is what a message with an image sent from an amoCRM deal card will look like. The link to the image is enclosed in square brackets which means that it needs to be decoded.

This is how the message will look in WhatsApp chat:

Dialogues counter

In the channels settings, there is the dialogues counter. It tracks all unique dialogues with outgoing messages within an hour.

The counter only accounts for the dialogues which you have responded in. If you are using your smartphone for communication, the counter will register the dialogues with outgoing messages when duplicating the dialogues to the CRM. For example, suppose you are using the “Pro” plan with the limit of up to 20 active dialogues an hour. When the number of active dialogues exceeds the limit, you will not be able to send outgoing messages until the next hour.

Using the counter, you are able to assess the activity of your channels and understand which of the plans better suits your company.