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Custom Providers

WhatsApp/iMessage/SMS provider plugs directly into CRM's Conversation Provider system, letting you send and receive messages through channels that CRM doesn't offer natively. Instead of being locked to a single SMS provider, you can now pick the right one for each conversation.

The big picture: You're no longer limited to one channel. To send WhatsApp messages you can use either the SMS channel or the new WhatsApp QR channel, and to send iMessages you use the iMessage channel—all from the same Conversations inbox.

Sending WhatsApp messages​

There are two ways to send WhatsApp messages, and you can use either one:

1. WhatsApp QR channel​

We've now built our own dedicated channel called WhatsApp QR. Instead of piggy-backing on the SMS provider, WhatsApp QR is a purpose-built conversation provider for WhatsApp.

Selecting WhatsApp QR in the message composer

2. SMS channel​

Enable the SMS Provider for your sub-account

  • Select your target sub-account and go to settings
    • Go to Settings > Phone Number > Advance Settings
  • Select WhatsApp as custom SMS provider
  • Click on Save button

Enable WhatsApp as custom SMS provider

IMPORTANT!

Make sure WhatsApp custom provider have Default tag.
Click on Save Button to add Default tag.

Use whichever fits

Both the WhatsApp QR channel and the SMS channel send WhatsApp messages. The WhatsApp QR channel is the newer, cleaner option; the SMS channel remains available as the original method.

Sending iMessage messages​

To send iMessages, use the iMessage channel. By connecting an Apple device (a Mac running the iMessage Sync app), you can send and receive iMessages directly from CRM Conversations.

Selecting iMessage in the message composer

Why iMessage matters:

  • Blue-bubble messages land natively in the recipient's Messages app
  • Reach iPhone users on the channel they use most
  • Two-way replies sync back into the Conversations inbox
  • Automatic SMS fallback when the recipient isn't on iMessage

👉 Setup, device requirements, and troubleshooting live in the iMessage Documentation hub.

Available providers​

Conversation Providers in CRM

ProviderWhat it does
WhatsAppSend and receive WhatsApp messages via SMS Provider.
WhatsApp QRSend and receive WhatsApp messages via WhatsappQR Provider.
iMessageSend blue-bubble iMessages (and SMS fallback) from a connected Apple device.
SMS Android(Coming soon) Send standard SMS through a connected Android device.
tip

All custom providers register under the SMS message type in CRM. This is what lets them appear in the Conversations composer alongside native channels—it does not mean the messages are sent as carrier SMS.

FAQs​

Can I use SMS and WhatsApp QR at the same time?

Yes. Both can be active on the same sub-account, and both send WhatsApp messages. WhatsApp QR is the new dedicated channel; SMS is the original method that sends WhatsApp by overriding the phone system. Pick either one per message from the composer.

Why do all the providers show "Type: SMS"?

Custom conversation providers register under CRM's SMS message type so they appear in the Conversations composer. It does not mean messages are sent as carrier SMS—WhatsApp QR sends over WhatsApp and iMessage sends over iMessage.

Can I send iMessages from CRM?

Yes. By connecting an Apple device running the iMessage Sync app, iMessage becomes a custom provider you can select in the composer. See the iMessage Documentation hub for setup details.

How do I switch channels for a single contact?

Open the conversation, click the channel dropdown in the message composer, and choose the provider you want (SMS, WhatsApp, WhatsApp QR, or iMessage). The selection is remembered for that conversation until you change it.
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