How to send a Message to a Customer on WhatsApp from a CRM Card

Last updated: 3 June 2026

tip

WhatsApp

If the customer does not have the WhatsApp app installed, the message will not be delivered.

1. Go to CRM → Customers → Contacts and click on the customer’s name to open their profile.
2. On the General tab, open the Messag tab in the timeline on the right.
3. From the dropdown list, select the WhatsApp (via edna.io WhatsApp) communication channel.
4. From the dropdown list, select a template to send a message to the customer.
5. (Optional) If the template contains variables, fill them in with information from the CRM or enter them manually.
6. (Optional) Click Preview message as customer to preview how the message will appear to the client.
7. Click Send.

Messages in the timeline

The status of a sent message is displayed in the timeline—delivered or read. After the customer replies, a chat is created in Bitrix24 where you can continue the conversation. The conversation history is saved in the CRM card.

For more information about the timeline in the CRM card, see the Bitrix24 documentation. helpdesk.bitrix24.com

Messages in the edna Pulse personal account

Messages sent to the client, as well as their replies, are duplicated in the edna Pulse personal account.

warning

Messages sent to the client via the edna Pulse personal account or the edna Pulse API are not displayed in the Bitrix24 CRM conversation history.