WhatsApp connection to Kommo

Published: 8 May 2026

WhatsApp boasts one of the largest audiences among messaging apps, along with a wide range of features for customer communication. This allows companies to use it for effective customer service, sales, and marketing. Most customers are familiar with WhatsApp, which makes it an ideal way for businesses to connect to their clients and respond promptly to their inquiries.

Integrating WhatsApp and WhatsApp Business with Kommo through the Umnico platform allows you to connect the messaging app with your CRM system, speed up inquiry processing, and build a transparent, manageable sales pipeline.

Benefits of WhatsApp integration with Kommo via Umnico:

✅ Receive new inquiries from WhatsApp and WhatsApp Business as deals in Kommo.
✅ Respond to client messages directly from the CRM interface.
✅ Automate business processes: assign tags, set statuses, and distribute inquiries among agents.
✅ Initiate conversations with clients.
✅ Analytics: monitor response times and inquiry sources.

Before you start connecting WhatsApp to Umnico

Before connecting WhatsApp to Umnico, make sure that:

Your main WhatsApp account is active and you have access to it.
All WhatsApp Web sessions are closed.

How to log out of WhatsApp Web sessions

1. Open the WhatsApp app on your phone.

2. Tap the three vertical dots (⋮) in the upper right corner.

3. Select "Linked Devices."

4. Remove all active sessions by tapping "Log Out" for each device.

Connecting WhatsApp messenger to Umnico

To start using WhatsApp Web in Umnico, follow these simple steps. The connection process will take just a few minutes.

1. If you're connecting your first communication channel, select "Channels" — "Main" — WhatsApp in the sidebar menu of your Dashboard.

2. A window with a QR code will appear.

3. In the WhatsApp app, open "Linked Devices" again and tap "Link a Device."

4. Scan the QR code from the Umnico screen.

5. Done! The connection window will close, and your WhatsApp account with the specified number will appear in the "Primary" section.

WhatsApp successful connection to Umnico

After successful connection, all incoming WhatsApp messages will appear in the “Chats” section. You will also be able to reach out to customers first via the messenger.

WhatsApp among channels connected to Umnico

Connecting Kommo to Umnico

The next step is to connect Umnico with Kommo.

1. In the sidebar menu of your Umnico Personal Account Dashboard, select "CRM Integration — Kommo".

2. Click "Connect." An authorization window will open.

3. In the opened tab, select your Kommo account (you must be logged in), then confirm the integration permission.

4. After connecting, a Settings page will open:

Deal Settings

Configure the logic for handling repeat inquiries: create a new deal or add the message to the last closed one. This helps avoid duplication and keeps the entire communication history with the customer in one place.

Pipeline Synchronization

Select the pipeline and status where new deals from Umnico will be transferred. If you send inquiries directly to the main pipeline stage, the system will automatically add tags to deals: integration channel (e.g., WhatsApp), message type (message or comment). If you select the option "Send to 'Unsorted' in the main pipeline", tags and work phone will not be added.

Reach out first

You can initiate a conversation with a customer from a deal in Kommo — even if they haven't written to you yet. Within the basic features, this function is only available for WhatsApp, Telegram Personal, and Max, provided the customer's number is already in the contact card.

Umnico Widget Display Settings

You can configure the display of the Umnico widget for selected operators in the Kommo interface.

Access Settings

To connect, you need to log in to Kommo and confirm permissions for integration with Umnico. This ensures correct data transfer between platforms.

When everything is ready, click "Save" to apply the changes.

5. Done! The integration is fully complete and ready to use.

Kommo's successful integration with Umnico

How to Work with WhatsApp Inquiries in Kommo

WhatsApp integration with Kommo allows you to build a clear and manageable workflow to work with customer inquiries. All conversations are displayed within the CRM, which simplifies control over customer communication, increases response speed, and improves service quality.

💬 New inquiry from WhatsApp = new deal

When a potential customer messages you on WhatsApp for the first time, a new deal is automatically created in Kommo in the selected sales pipeline. The deal will be tagged "WhatsApp" and contain user data: chat details, name, and phone number (if available). This allows you to start working on the request immediately without manual data entry.

🔗 Linking an inquiry to an existing customer

If the customer's WhatsApp account is already registered in the Kommo database (for example, by phone number), the new conversation will automatically link to the existing contact or previous deal. This helps preserve the interaction history and avoid duplicating customers in the CRM.

📨 Initiating a conversation with a customer

Kommo allows agents to contact customers first via Telegram Personal, Max, and WhatsApp (including Web and Business) — you just need the customer's phone number. This is convenient, for example, for reengaging warm leads, sending reminders, agreeing on terms, or sending documents.

By integrating with Umnico, the number of available communication channels expands even further. Through the Umnico widget within Kommo, you can reach out first across Telegram Personal, WhatsApp, Max, email, and WhatsApp Business API. This increases the effectiveness of customer interactions.

🔄 Continuing a dialogue in a closed deal

If a customer messages again after a deal is completed, you can choose where to direct the message: to the last closed deal or to a new one. This allows you not to lose the context of the inquiry and saves the agent’s time, especially in long-term or cyclical sales.

👥 Manual and automatic routing

Using Kommo's built-in tools and integration with Umnico, you can assign agents to deals manually or automatically — for example, by request type, time of day, or agent workload. This increases response speed and helps maintain SLA compliance.

📊 Source analytics

In Kommo, you can track how many deals came through WhatsApp, at what stage they stall, how many sales were completed, and how much time agents spend on responses. Thanks to tags and reports, you can easily assess how effective this communication channel is.

Frequently Asked Questions (FAQ)

❓ Can I connect multiple WhatsApp accounts to Kommo?

Yes, you can connect multiple personal accounts.

❓ Can I message a customer on WhatsApp first?

Yes, if you're using WhatsApp Web or WhatsApp Business and know the customer's number.

❓ What happens if I log out of WhatsApp?

If you log out of your WhatsApp account, the integration via personal account will be paused. To restore functionality, you need to re-authorize WhatsApp in Umnico: enter the number and confirmation code in the "WhatsApp" section.

❓ Can I send attachments and files?

Yes, all message types are transmitted, including photos, documents, audio, and video.

❓ Is the integration secure?

Yes, Umnico uses secure authorization and does not store your personal WhatsApp data.

Help and Support

If you have any questions, contact us — we'll be happy to help.

To reach Umnico support, click the "Chat with support" icon in the lower right corner of the screen. Or go to the "Help — Chat with Support" section in your Personal account.