Teams usually adopt the WhatsApp Business API after a painful support or sales moment: broadcasts are getting hard to track, agents are switching between too many tools, or a CRM has the customer record but not the live conversation.
Before connecting WhatsApp to a CRM, I like to check a few things first.
1. Map the lifecycle before mapping fields
Do not start with only name, phone number, and email. Start with the conversation lifecycle: opt-in source, first message, qualification, assignment, follow-up, resolution, and re-engagement. The API integration should support the moments where a customer actually changes state.
2. Keep consent visible
