# Bring WhatsApp into your Crisp inbox

Route every WhatsApp conversation into Crisp so your team replies from a single interface, with the customer's full history and Shopify context alongside.

Source: https://getkanal.com/whatsapp-integration/crisp  
Last updated: 2026-10-07

## WhatsApp lives outside your support workspace

Customers message you on WhatsApp while your team works in Crisp. Requests slip through the cracks, response times slip, and agents waste time hopping between screens.

## One inbox for chat, email, and WhatsApp

Kanal streams WhatsApp conversations into Crisp as regular chats. Agents reply from the tool they already use, with customer profiles, order data, and macros ready to go.

## Key Features

### Unified inbox

WhatsApp threads appear in Crisp next to live chat, email, and social. No more app-switching or missed messages.

### Shopify context

Each WhatsApp conversation carries the customer's Shopify profile: orders, LTV, tags, so agents help faster and better.

### Shortcuts & rules

Your existing Crisp macros, canned answers, and routing rules work on WhatsApp threads. Automate what you already automate.

### Two-way messaging

Agents send and receive WhatsApp messages from Crisp. Media, buttons, and quick replies work end-to-end.

## What you can do

### Pre-sale questions

Answer product questions on WhatsApp and turn browsers into buyers, with everything tracked in Crisp.

### Order support

Handle 'Where is my order?' and refund requests on WhatsApp, resolved without leaving Crisp.

### Proactive outreach

Send delivery updates or issue apologies on WhatsApp, all threaded in the customer's Crisp conversation.

- **-38%** Response time
- **96%** Message read rate
- **+22%** CSAT improvement

## Frequently asked questions

### How does the Crisp integration work?

Kanal connects your WhatsApp Business account to Crisp via API. Incoming WhatsApp messages create Crisp conversations, and agent replies are sent back through WhatsApp.

### Do my Crisp macros and shortcuts work on WhatsApp?

Yes. Every canned answer, macro, and routing rule you use in Crisp works on WhatsApp threads. You can also add WhatsApp-specific ones with media and quick replies.

### Does the customer see the Shopify context?

The customer only sees the WhatsApp message. Your agent sees the full Shopify profile: order history, LTV, tags, everything they'd normally see in Crisp.

### Can I assign WhatsApp conversations to specific agents?

Yes. WhatsApp threads follow your Crisp routing rules: assign by team, language, working hours, or any criteria you already use.