How do I connect WhatsApp to Freshsales?

In Admin Settings, open the WhatsApp for business channel and add your number. You need a verified Facebook Business Manager account, and you approve Freshworks as Business Service Provider. Once the number is authenticated, Freshworks enables WhatsApp Campaigns for your account. Setup for the inbox channel runs through Admin Settings, Channels, WhatsApp.

How much does WhatsApp cost in Freshsales?

WhatsApp charges per message since July 1, 2025, and Freshworks applies a 20% markup to the total WhatsApp cost billed from Meta. Freshworks lists no per-message rates and points to Meta's rate cards. Template messages are billed only if delivered, with rates by category and the recipient's country calling code.

Can I send bulk WhatsApp messages from Freshsales?

You can send a WhatsApp Campaign through Customer Journeys using an approved template. Add the Send WhatsApp Message action to a Journey to automate it. Templates must be in approved categories and cannot be promotional, according to the article. Freshworks submits templates to WhatsApp on your behalf.

Do WhatsApp templates need approval in Freshsales?

Yes. Templates must be created, shared with Freshworks and approved by WhatsApp before you can use them in a campaign. The article says templates must fall into approved categories and cannot be promotional. Plan for review time before a campaign date.

Can I reply to WhatsApp messages without a template?

Only inside an open customer service window. Freshworks says non-template messages can be sent only within a 24-hour window after the customer's last message. Template messages are not restricted by that window. Outside it, you need an approved template to start the conversation again.

How many WhatsApp numbers can I add?

The Freshchat and Freshdesk Omni setup article says you can add a maximum of 25 numbers, and that trial users can add only one number. It does not say how that limit applies to a Freshsales Suite account, so ask Freshworks if you need several numbers.

Where can I see my Freshsales WhatsApp usage and cost?

Admins can open Admin Settings, Channels, WhatsApp, Utilization. The view breaks usage down into Marketing, Utility, Authentication and Free messages with monthly costs. For non-USD accounts, Freshworks converts at fixed rates it lists, for example GBP 0.86 and EUR 1.01 per US dollar.

Is there a free WhatsApp integration for Freshsales?

Not from Freshworks. Meta charges per message and Freshworks adds 20% on top. Some messages are free by Meta's rules, such as non-template messages in an open service window and utility templates sent inside it. Third-party connectors exist, but we did not verify their prices or behavior.

Why are my Freshsales WhatsApp messages not sending?

Common documented causes are a message sent outside the 24-hour window without a template, an unapproved or rejected template, and an unverified Facebook Business Manager account. Meta handles the business verification, and Freshworks has no control over it. Check the template status and the number's verification first.

By Alpit Patel and the aibrevo team · October 22, 2026 · 5 min read

Does Freshsales Integrate with WhatsApp?

Q: Does Freshsales integrate with WhatsApp?

Yes. Freshworks documents WhatsApp Business as a channel you connect in Admin Settings, and its WhatsApp Campaigns article lists Freshsales Suite on every plan. You send approved template messages from Customer Journeys. The two-way inbox article is written for Freshchat and Freshdesk Omni, so confirm inbox access with Freshworks.

Quick answer

Yes, through the WhatsApp Business account that Freshworks connects in Admin Settings. Freshsales Suite can send approved template messages through WhatsApp Campaigns in Customer Journeys. Since July 1, 2025 WhatsApp bills per message, and Freshworks adds a 20% markup on Meta's charge.

Updated October 22, 2026 · Reviewed by Alpit Patel, Founder and CEO

Key takeaways

Freshworks documents WhatsApp Business as a channel connected in Admin Settings, and its WhatsApp Campaigns article lists Freshsales Suite on all four plans (checked Oct 22, 2026).
Campaigns need a verified Facebook Business Manager account, Freshworks approved as Business Service Provider, and templates approved by WhatsApp. Freshworks enables campaigns after the number is authenticated.
WhatsApp bills per message since July 1, 2025. Freshworks says it applies a 20% markup to the total WhatsApp cost billed from Meta.
Non-template messages work only inside an open customer service window. Template messages are not restricted by that window and are billed when delivered.
The two-way inbox article is written for Freshchat and Freshdesk Omni and does not confirm a WhatsApp inbox inside Freshsales itself.

Freshsales connects to WhatsApp through a WhatsApp Business number that Freshworks sets up for you in Admin Settings. Freshsales Suite can then send approved template messages as WhatsApp Campaigns in Customer Journeys. Cost has two layers: Meta’s per-message charge and a 20% Freshworks markup. This page comes from Freshworks’ help center, checked on October 22, 2026.

Does Freshsales integrate with WhatsApp?

Yes, with one caveat about where the conversations live. Freshworks’ WhatsApp Campaigns article lists Freshsales Suite on the Free, Growth, Pro and Enterprise tiers and does not set feature limits by tier. The WhatsApp Business integration overview, which covers the two-way inbox, is written for Freshchat and Freshdesk Omni. It lists Freshsales Suite only in its plan header and never says a WhatsApp inbox appears inside Freshsales. So outbound campaigns are documented for Freshsales Suite, and a shared inbox is documented for Freshchat and Freshdesk Omni.

What do you need before WhatsApp works in Freshsales?

Four things, all from Freshworks’ campaigns article:

A WhatsApp number connected in Admin Settings under WhatsApp for business.
A verified Facebook Business Manager account. Meta handles this step, and Freshworks has no control over it.
Freshworks approved as Business Service Provider. After the number is authenticated, Freshworks enables WhatsApp Campaigns for your account.
Message templates approved by WhatsApp. Templates must fall into approved categories and cannot be promotional. You share them with Freshworks, which submits them for approval.

The inbox channel setup article adds a valid phone number that can receive an OTP by SMS or voice call, a WhatsApp Business Account and admin permissions in both Freshworks and Facebook Business Manager.

How do you send a WhatsApp campaign from Freshsales?

Use Customer Journeys. The steps are in the same campaigns article:

Go to Customer Journeys and select WhatsApp as the channel.
Click Create WhatsApp Campaign and name it.
Select your WhatsApp number, an approved template and the message language.
In Settings, optionally turn on URL shortening, revenue tracking and up to 10 UTM parameters.
Add images if needed, personalize with placeholders and set fallback values for empty placeholders.
Save as a draft, send a test message, then publish.

To automate it, add the Send WhatsApp Message action block to a Journey, then pick or create the campaign there.

How much does the WhatsApp integration cost?

WhatsApp bills per message since July 1, 2025, and Freshworks adds 20% to Meta’s total. Freshworks’ WhatsApp pricing article (last modified July 11, 2025) lists no per-message rates. It points to Meta’s USD rate cards instead.

Cost item	What Freshworks says
Billing unit	Per message, effective July 1, 2025
Charged by	WhatsApp, with rates by template category (Marketing, Utility, Authentication) and the recipient’s country calling code
Freshworks markup	20% of the total WhatsApp cost billed from Meta
Template messages	Billed only if delivered
Free cases	Non-template messages, utility templates sent inside an open service window, and all messages in a 72-hour free entry point window
Volume discounts	Utility and authentication templates can get lower rates at higher volumes

Source: Freshworks help center, “WhatsApp Business Pricing model”, checked Oct 22, 2026.

Illustrative: what a Meta bill becomes after the 20% markup (USD)

Billed by Meta

$100

On your Freshworks invoice

$120

Illustrative arithmetic only: the $100 figure is a made-up example. The 20% markup is from Freshworks' WhatsApp pricing article, checked Oct 22, 2026.

Non-USD accounts are invoiced monthly at fixed exchange rates the article lists, for example GBP 0.86, EUR 1.01 and INR 82.79 per US dollar. Admins can track spend under Admin Settings, Channels, WhatsApp, Utilization. For how other CRMs price messaging, see our CRM pricing comparison.

What are the WhatsApp limits to plan for?

The 24-hour service window matters most. Non-template messages can be sent only within 24 hours after the customer’s last message. Template messages are not restricted by it. Attachments are capped at 25 MB, and the inbox setup article says up to 25 numbers can be added, with trial users limited to one number and 1,000 user-initiated service conversations per WABA per month. Those last figures come from the Freshchat and Freshdesk Omni article, so treat them as unconfirmed for Freshsales Suite.

Why won’t WhatsApp messages send from Freshsales?

Use the causes Freshworks documents:

Symptom	Likely cause	Fix
Free-text reply is rejected	Outside the 24-hour customer service window	Send an approved template
Campaign option missing in Customer Journeys	Number not authenticated, or Freshworks has not enabled campaigns yet	Finish number authentication, then ask Freshworks to enable WhatsApp Campaigns
Template cannot be used	Not approved by WhatsApp, or in a promotional category	Resubmit in an approved category through Freshworks
Setup stalls at business verification	Facebook Business Manager account not verified	Verify it with Meta. Freshworks cannot do it
Cost higher than the Meta bill	20% Freshworks markup	Model costs with the markup before you scale

Source: Freshworks help center articles on WhatsApp Campaigns, WhatsApp Business integration and WhatsApp pricing, checked Oct 22, 2026.

If you are comparing platforms, see how GoHighLevel works with WhatsApp and whether monday CRM integrates with WhatsApp.

When to get help

Connecting one number is a half-day job. Get help when WhatsApp has to trigger from deal stages, template approvals block a launch, or you are weighing Freshsales against a CRM with a different messaging model. aibrevo implements Salesforce, HubSpot, Dynamics 365, Zoho CRM, Pipedrive, monday.com, Airtable and GoHighLevel, and Freshsales work is quoted per project. Book a short call or send a message. Our CRM integrations guide and GoHighLevel service page cover the options.

Sources

Freshworks help center, Send proactive messages using WhatsApp Campaigns in Customer Journey, checked Oct 22, 2026.
Freshworks help center, Overview of WhatsApp Business Integration, checked Oct 22, 2026.
Freshworks help center, Integrating your WhatsApp Business account, checked Oct 22, 2026.
Freshworks help center, WhatsApp Business Pricing model, checked Oct 22, 2026.
Not verified and left out: third-party WhatsApp connectors and their prices, and per-message rates (Freshworks lists none).

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