Sync your one-to-one WhatsApp direct messages with contacts into Lightfield, matched to contacts by phone number.
Available on all current plans
Connect your WhatsApp account to sync your one-to-one WhatsApp direct messages (DMs) with contacts into Lightfield, so they appear on the contact’s timeline alongside email and meetings.
Who can use it
Section titled “Who can use it”Owners, admins and members can connect their own WhatsApp account. WhatsApp stays listed in Settings → Integrations while you have an account connected, so you can still manage or disconnect it after a plan change. Viewers can’t connect accounts, so they don’t see WhatsApp there.
Getting started
Section titled “Getting started”WhatsApp connects per person. There is no workspace-level setup: each member connects their own account, and no one, including an admin, can connect it for them.
Connect your WhatsApp account
Section titled “Connect your WhatsApp account”- In Lightfield, go to Settings → Integrations → WhatsApp.
- Under Personal connection, click Connect, then link your WhatsApp account in the window that opens.
- Back in Lightfield, the setup appears under Personal connection, which shows Pending. Until you finish it, the account has Metadata only visibility and nothing syncs from the past. Choose:
- Back sync: turn it on to sync past conversations from the last 24 months, or leave it off to sync only new messages.
- Visibility: what others in the workspace can see. Metadata only shows only participants and timestamps. Full access shows all message content. Workspace owners always have full access, so choose which conversations to include as well as their visibility.
- Click Finish setup. Cancel disconnects the account you just connected.
- Personal connection shows Connected to followed by your account name.
- Use Sync DMs to contacts to choose which contacts to sync DMs with. Nothing syncs until you do. Contacts appear as the initial sync progresses.
When you connect, Lightfield adds your WhatsApp number to the Phone field on your member page if it’s empty.
How WhatsApp works in Lightfield
Section titled “How WhatsApp works in Lightfield”Which messages sync
Section titled “Which messages sync”Lightfield matches your WhatsApp DMs to contacts by phone number, so a contact needs their WhatsApp number in the Phone field on their record to be matched. Include the country code: a number without one is read as a US number. If more than one contact has the same number, the DM isn’t matched to either.
- Contacts you choose: DMs sync only with the contacts you select in Sync DMs to contacts. A contact shows up there once you’ve exchanged a WhatsApp DM with them, and new matches don’t sync until you select them.
- Never synced: group chats, broadcast lists, channels, WhatsApp system messages and chats with teammates.
New messages sync as they arrive. With Back sync on, past messages from the last 24 months sync too.
Choose which conversations appear in the CRM
Section titled “Choose which conversations appear in the CRM”You choose which of your own WhatsApp conversations show up in the CRM. There are two ways to do it:
- On the contact page: when Lightfield finds WhatsApp DMs between you and a contact that you haven’t chosen yet, the contact page asks Keep WhatsApp messages with [name] in sync? Click Include (✓) to keep them in sync, or Dismiss (✕) to leave them out.
- With the agent: ask the agent to include or hide a conversation, for example “Hide my WhatsApp conversation with Alex Chen.” Review its proposal and click Apply.
Conversations you don’t include stay out of CRM timelines and the agent’s timeline context.
Manage or remove the integration
Section titled “Manage or remove the integration”- Change sync settings: in Settings → Integrations → WhatsApp, change Back sync, Visibility, or Sync DMs to contacts under Personal connection. You can turn Back sync on later, but you can’t turn it off once it’s on.
- Disconnect your account: in Settings → Integrations → WhatsApp, open More actions next to the status under Personal connection and choose Disconnect. New messages stop syncing. DMs that already synced stay in Lightfield, and you can still include or hide them from the contact page or with the agent.
- When a member leaves: if a member is deactivated, or their role changes to one that can’t connect accounts, Lightfield disconnects their WhatsApp account.
Common questions
Section titled “Common questions”Can I sync DMs with teammates?
DMs with your Lightfield teammates are excluded from sync, so they won’t appear in Sync DMs to contacts. Lightfield recognizes a teammate by their connected WhatsApp number or the Phone field on their member page. If a teammate connects WhatsApp after you’ve synced DMs with them, those DMs are removed from the CRM.