Connect EspoCRM to WhatsApp, Instagram, TikTok and AI Chat
Yes. AeroChat writes directly into EspoCRM. It reads contacts, accounts, opportunities and cases and writes leads, opportunities, cases, meetings, calls, tasks and notes through EspoCRM’s API, on WhatsApp, Instagram, web chat and every other channel your customers use.
If your sales and support teams work in EspoCRM, AeroChat can answer customers on WhatsApp, Instagram, Messenger, TikTok, Telegram, web chat or email and keep EspoCRM up to date as it goes: the new lead, the opportunity, the support case, the meeting they booked and a note of what was said. It connects through EspoCRM’s public REST API. You describe the workflow in your own words, AeroChat builds it, and EspoCRM stays the place your team works.
What you can do with EspoCRM and AeroChat
- Turn chat enquiries into EspoCRM leads. AeroChat takes the enquirer’s details and creates a Lead with the source, what they asked about and whether they agreed to hear from you.
- Open support cases from chat. When a customer reports a problem, AeroChat creates a Case linked to their contact and account and gives them the case number.
- Answer “what’s happening with my case?”. AeroChat finds the customer’s open cases and replies with the status and when it was last updated.
- Recognise returning contacts. AeroChat finds the Contact by phone number or email, reads their account and the user assigned to them, and greets them with that context.
- Create or move opportunities. AeroChat opens an Opportunity for a qualified enquiry, with the amount and stage, or moves an existing one when the customer confirms they want to go ahead.
- Book a meeting or call and log it. AeroChat offers times inside your hours, checks the assigned user’s meetings and calls in EspoCRM for clashes, and creates the Meeting or Call linked to the contact.
- Log a note and a follow-up task. After the chat, AeroChat posts a summary to the record’s stream and creates a Task for whoever needs to act next.
What it looks like on WhatsApp
Customer: Hi, I’d like to talk to someone about your accounting software for a team of 12. Could we meet this week? (example)
AeroChat: Of course. Tom from our sales team is free on Wednesday at 10:00 or Thursday at 15:00. Which suits you, and what is your company name?
Customer: Thursday 15:00. It’s Larsen Design.
AeroChat: Booked. You’re meeting Tom online on Thursday at 15:00, and he will send you the meeting link.
In EspoCRM: a new Lead for Larsen Design with a team size of 12, and a Meeting on Thursday at 15:00 assigned to Tom and linked to the lead.
Customer: Any news on the login problem I reported on Monday? (example)
AeroChat: Your case 2048, “Cannot log in to the mobile app”, is Pending. Our support team updated it yesterday and is waiting on a fix. I’ll add a note that you asked.
In EspoCRM: the case status is read, and a note “Customer asked for an update on WhatsApp” is posted to the case’s stream.
Works on every chat channel
Your leads and customers message you wherever they already are. The same EspoCRM connection and the same workflows run on every channel AeroChat supports, and EspoCRM stays the record whichever one they use.
| Channel | What your leads and customers can do |
|---|---|
| Message your WhatsApp Business number to ask about your services, book a meeting, report a problem or check on a case. Voice notes are transcribed, so a spoken request works too. | |
| Send the same requests by direct message. A comment on your post can get an automatic reply that moves the conversation to a DM. | |
| Facebook Messenger | Send the same requests to your Facebook Page. Comments on your Page posts can get an automatic reply too. |
| TikTok | Send the same requests by TikTok direct message or TikTok Shop buyer chat. Both arrive in the same TikTok inbox. |
| Telegram | Send the same requests to your business on Telegram. |
| Web chat | Do the same from the chat on your website, without leaving the page. |
| Write to your Gmail or Office 365 address and get the same answer the chat gives. |
How the connection works
AeroChat connects through EspoCRM’s public REST API, documented at EspoCRM’s API documentation. The same API covers every entity in EspoCRM, including custom ones, so AeroChat can search records by phone number or email and create or update the records its recipe needs.
- What AeroChat reads from EspoCRM: contacts, accounts and leads, opportunities and their stages, cases and their status, meetings and calls, and assigned users.
- What AeroChat writes to EspoCRM: new leads and contacts, opportunities and stage changes, new cases, meetings, calls, tasks and notes posted to a record’s stream.
The API is part of EspoCRM, self-hosted or on EspoCRM Cloud. To connect, an administrator goes to Administration, then API Users, creates an API user for AeroChat with the API Key authentication method, and gives it a role with access only to what the workflow needs, for example leads, contacts, cases and meetings. Copy the API key from the user’s detail view.
You describe the workflow in your own words, for example “when a customer reports a problem, open a case in EspoCRM linked to their contact and tell them the case number”. AeroChat builds the workflow as a draft and asks for your EspoCRM address and API key by name. You enter them in the AeroChat dashboard. They never pass through the conversation.
Workflows to copy
Seven ready-made workflows for EspoCRM. Copy one into AeroChat, add your EspoCRM API key, and it runs on every channel.
1. Turn a chat enquiry into an EspoCRM lead
Copy this into AeroChat
When someone new asks about our products or services, answer from our knowledge base first. Then ask for their name, company and email. Search EspoCRM for a Contact or Lead with the phone number they are messaging from or that email. If there is none, create a Lead with their name, company, email, phone number, source set to Chat (example) and a description of what they asked about. Ask once whether they want to hear about offers and news, and record the answer on the Lead.
2. Open a support case
Copy this into AeroChat
When a customer reports a problem, ask what happened, when it started and how it affects them. Find their Contact in EspoCRM by the phone number they are messaging from and read their Account. Create a Case with status New, a clear name, the description and the priority Normal, or High if they cannot work at all (example rule), linked to the contact and account. Tell them the case number and that our support team will reply within one working day (example).
3. Answer “what’s happening with my case?”
Copy this into AeroChat
When a customer asks about a case, find their Contact in EspoCRM by phone number and read their open Cases, or the one matching the number they give. Reply with the case number, name, status and when it was last updated. Post a note to the case’s stream that the customer asked for an update on chat. If the case is closed but they say the problem is back, hand over to our support team. Never share another customer’s cases.
4. Recognise a returning contact
Copy this into AeroChat
When someone messages, search EspoCRM for a Contact with the phone number they are messaging from. If you find one, read their Account, the user assigned to them and any open Opportunities or Cases. Greet them by name and ask whether they are getting in touch about the open item. If they ask for their account manager, hand the conversation to the assigned user.
5. Create or move an opportunity
Copy this into AeroChat
When a lead or contact says they want a proposal, ask what they need, how many users or units, and when they want to start. Create an Opportunity linked to their Account and Contact at the Qualification stage (example), with the expected amount from our price list and the close date they gave. If they already have an open Opportunity and confirm they want to go ahead, move it to the Proposal stage (example) and tell them the assigned user will send the proposal.
6. Book a meeting or call and log it
Copy this into AeroChat
When a lead or customer asks to meet or to be called, ask whether they prefer a video meeting or a phone call. Find the user assigned to them in EspoCRM, or use Tom (example) for new leads. Read that user’s Meetings and Calls for the next five working days and offer two free times within Monday to Friday 9:00 to 17:00 (example). Create a Meeting or a Call at the time they choose, assigned to that user and linked to the contact or lead, with a short description of what they want to discuss. Confirm the day, time and who they will speak to.
7. Log a note and a follow-up task
Copy this into AeroChat
When a conversation with a known contact or lead ends or is handed over, post a note to their record’s stream with a short summary: what they asked, what we answered and what they are waiting for. If they are waiting for something from us, create a Task for the assigned user, due the next working day (example), describing what to do.
Who uses it
EspoCRM runs sales and support for service companies, software firms, agencies and B2B businesses that want their CRM on their own server or in a private cloud. The recipes above fit any of them once you change the stages, case rules and team names to your own. See more WhatsApp CRM workflows.
What stays in EspoCRM
AeroChat handles the conversation. EspoCRM stays the record: accounts, contacts, leads, opportunities, cases, calendars, users, roles and reports. Every record AeroChat creates appears in EspoCRM like any other, so your team works the same way. Keep your team’s meetings and calls in EspoCRM, so a free time there means the person really is free.
WhatsApp workflows that use EspoCRM
These end-to-end WhatsApp workflows run with EspoCRM behind them. See them all in the WhatsApp workflows library.
- WhatsApp CRM workflows
- WhatsApp Review Requests After Every Visit or Order
- WhatsApp Win-Back Messages for Lapsed Customers
Questions
Does AeroChat work with EspoCRM?
Yes. It connects through EspoCRM’s public REST API with an API user and key you create in your own EspoCRM. It is not an EspoCRM product or listing.
Can WhatsApp leads go straight into EspoCRM?
Yes. When a lead messages on WhatsApp, Instagram or any other channel, AeroChat creates the Lead with its source and a description, and can book a meeting for them in the same chat.
Do I need a developer?
No. You describe the workflow, AeroChat builds it, and an administrator creates an API user in EspoCRM and enters its key in the dashboard.
Which plan do I need?
On the EspoCRM side, API users are part of EspoCRM, self-hosted or on EspoCRM Cloud, and they can only reach what their role allows. On AeroChat, workflows via Skills are on every plan. Choose the plan by how many messages you get: Starter covers 500 AI responses a month, Growth 2,000 and Advanced 5,000.
Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.
Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.
Connect EspoCRM to your chat
Paste the lead recipe, add your EspoCRM API key, and message your own number asking about your services.
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