Connections
How WhatsApp numbers connect to WASync, by QR or through the WhatsApp Business API, and how to handle disconnections, staff access and the trial.
WASync works with two kinds of number. A QR connection links the WhatsApp on a phone as a linked device, the same way WhatsApp Web does. A WhatsApp Business API connection is the official number registered through Meta, with message templates and WhatsApp calls.
Everything starts in the WASync app in Bitrix24: choose Connections in the left menu. Each connection is bound to a Bitrix24 Open Channel, so its messages land there. Only Bitrix24 administrators see the Connections page.
Pairing a phone by QR or pairing code
Click Add WAPP (QR), give the connection a name, pick the Open Channel it should feed, and scan the code from WhatsApp → Settings → Linked devices. If you are setting up on the same phone that runs WhatsApp, use a pairing code instead of the QR. Details and limits are in Pairing code & QR.
A second scan of a number that is already connected on your workspace is refused. The refused row says Number already connected on another row: delete it and keep using the connected one. This prevents duplicate history imports and duplicate CRM notes.
To bring in the chats a number already had before it was connected, use Sync history (Import chat history). The import runs on the server, so it keeps going if you close the page, and anything already imported is skipped. On a busy number it can take several minutes. It is only available while the number is online.
Connecting a WhatsApp Business API number
Choose Add WABA (Facebook) and follow Meta's Embedded Signup window. You sign in to Facebook, pick or create the business portfolio and the WhatsApp Business account, verify the number, and WASync finishes the registration.
If the number is also used in the WhatsApp Business app on your phone, Meta can connect it in coexistence mode. You keep chatting from the phone, and every message also appears in Bitrix24. Two limits come with it:
- WhatsApp calls from the CRM are not available on that number. The Call button is disabled with an explanation, and the phone app can still call.
- A message you write from the phone does not open the 24-hour customer-service window, so a template may still be needed to reach the customer from the CRM.
Add a payment method at Meta
The WhatsApp Business account needs a payment method in Meta Business Manager (WhatsApp Manager → Billing & payments). Without one, Meta blocks sending and the number shows a sending-blocked notice.
Bringing a number from another provider
If your WhatsApp Business API number runs at another provider today, the Bring a number wizard moves it to WASync and keeps its display name, quality rating and messaging limits. The wizard works before your first Business API connection: open it from the link inside Connect WhatsApp Business API, or from Bring a number from another provider on the Connections page. Step by step: Bring a number from another provider.
When a QR connection disconnects
A QR connection stays alive only while WhatsApp keeps the linked device. When it drops, WASync sends a "WhatsApp disconnected" e-mail and a Bitrix24 notice, and the row shows Needs reconnect — scan QR. The alert names the likely cause:
| Likely cause | What to do |
|---|---|
| Someone logged out the linked device from the phone | Scan the QR again. |
| The same number was moved to the WhatsApp Business API | Use the Business API connection; see below. |
| WhatsApp removed the device after the number messaged many new contacts in a short time | Reply to people who write to you, add only a few new contacts a day, and send bulk or promotional messages from a WhatsApp Business API number. Otherwise WhatsApp can block the number. |
Click Reconnect on the row to show the QR and scan it from the phone. The connection, its chat history and its Open Channel link are kept. Restart is the milder option when the row says Connected but messages stop going out.
When the same number is later connected on the WhatsApp Business API in the same workspace, the old QR connection is retired quietly: no "disconnected" alerts and no repeated reconnection attempts for it. Scanning the number by QR again brings the row back.
Delete is not Reconnect
Deleting a connection removes its chat history from WASync, unlinks the Open Channel and stops the automations that use it. If something does not work, use Reconnect or Restart first.
Staff access to a number
Open Connections → Staff to decide who may use which number. A person with access can send and receive WhatsApp messages on the number through WASync, in chats and for calls. A person without access sees a No access label and cannot. Use Edit Access on a row to change it, and the Has access and No access filters to find people quickly. Bitrix24 administrators see every number.
Each person can also have a primary number. WASync uses it for their leads and deals when an automation, robot or Chat Flow does not pick a specific number. Without one, their first accessible number is used.
Trial and licence
Every number starts with a 7-day free trial, no credit card required. After the trial each number needs its own plan, a WAPP plan for a QR connection or a WABA plan for the WhatsApp Business API. Current prices are on wasync.app/pricing. A number whose trial or licence has ended is disconnected until a plan is chosen.
Calls
How WhatsApp calls work in WASync and Bitrix24: where to turn them on, who is rung for an incoming call, answering in the Bitrix24 call card, calling a customer back, and what is logged.
CRM records and timeline
How a WhatsApp conversation is linked to a Bitrix24 contact, lead, deal or Smart Process item, what is written on the CRM timeline, and who becomes the responsible of the records WASync creates.