# WhatsApp CRM integration with Telegram and MAX: never lose a message Connect WhatsApp, Telegram and MAX to your CRM or to an AI chatbot, and no client message gets lost: a video and step-by-step setup. Section: Integrations · Updated: 2026-11-11 · http://my.lptracker.ru/land/lk/faq/?a=messengers&lang=en > **In short:** WhatsApp CRM integration is your work WhatsApp number connected to your account with a QR code: every client message becomes a lead or gets an instant reply from the AI chatbot. Telegram and MAX bots (with a token) and a regular MAX number connect the same way. Open “Settings” → “Integrations” → “Messengers” and click “Add messenger”. Without WhatsApp CRM integration, a client writes to a manager's personal number, and the request is nowhere to be found. The head of sales doesn't see it, and when the manager quits, the conversation leaves with their phone. At night, messages wait until morning, and the client goes to whoever replied first. The “Messengers” section brings WhatsApp, Telegram and MAX into one account. Every message becomes a lead, which is a client card in the CRM, or gets an instant reply from the AI chatbot, day and night. You don't need any external integrations: the AI bot creates the lead by itself, and with MAX direct it replies from your regular MAX number and can message the client first. Watch the two-and-a-half-minute video, and below you'll find the step-by-step setup. [Video: WhatsApp CRM integration with Telegram and MAX: never lose a message](http://my.lptracker.ru/land/n/multic/faq_media.php?f=2026-11/messengers-en-365ebb.mp4) - 0:03 WhatsApp CRM integration - 0:23 Two ways - 0:40 Telegram bot - 0:55 AI replies - 1:12 QR code - 1:27 Statuses - 1:42 Ad links - 1:56 Long-lasting number - 2:10 Pricing - 2:27 Summary ## Why businesses need messengers in their CRM - **Online school.** An AI bot in Telegram answers questions about courses around the clock, collects the name and phone number, and creates a lead. Every blogger gets their own bot link, so you can see which ads bring in students. - **Clinic, salon, car service.** The administrator's WhatsApp or MAX number is connected to the CRM. Any administrator on shift sees the whole chat history. - **Real estate.** An AI bot on the work MAX number asks about the budget, the area and the timing. It records the answers in the card and hands hot clients over to a manager. - **B2B sales.** Every new person who writes to the Telegram bot becomes a lead with an assigned manager. The head of sales reads the chat in the card instead of asking for screenshots. - **Website requests.** A client left a phone number but doesn't write. An autofunnel messages them first in MAX from your work number via MAX direct, the reply lands in the card, and a manager continues the conversation from the CRM. Our clients' experience shows that Telegram brings in the most requests, so start with it. > A beauty salon in Yekaterinburg. The problem: bookings from messengers were getting lost. Before: administrators chatted with clients in WhatsApp from their own phones, and evening messages waited until morning. What we did: connected the salon's work WhatsApp number to the CRM and launched an AI bot in Telegram that tells clients about services and prices and creates a lead with a phone number. Result: in the evening, the bot replies within seconds, all chats are kept in the cards, and in the first month bookings from messengers grew by about 15%. ## How messenger CRM integration works You can connect a bot or a number in one of two ways: - **“managers in CRM reply”** — the “Telegram bot”, “MAX bot”, “WhatsApp” and “MAX direct” options. A client's message creates a lead in the selected project, and the conversation goes into the card's activity feed. A manager replies right from the [customer profile in CRM](http://my.lptracker.ru/land/lk/faq/?a=crm-lead-card&format=md&lang=en): “Reply” → “From …” → the messenger channel. - **“the AI chat bot replies”** — the “Telegram bot AI”, “MAX bot AI” and “MAX direct AI” options. The client gets an instant reply from a bot in the “AI chat bot” section; read more in the article about the [Telegram bot for business](http://my.lptracker.ru/land/lk/faq/?a=chat-bot-channels&format=md&lang=en). The bot creates a lead in the CRM if the “Create / update lead” target action is set up in it. A manager can step in from the card and stop the bot in this chat. Telegram and MAX bots are connected with a token, which is the bot's secret key. MAX direct is a connection of a regular MAX number. It and WhatsApp are connected with a QR code, just like signing in on a new device. Don't connect the same bot or number in two places at once, for example to both the CRM and an AI bot: the connections would take messages away from each other. To move a Telegram bot from the CRM to an AI bot, delete the old connection (“Edit” → “Delete”) and add a “Telegram bot AI” with the same token. ![WhatsApp, Telegram and MAX in your CRM in a single list](http://my.lptracker.ru/land/n/multic/faq_media.php?f=2026-11/messengers-1-en-6e0f26.webp) ## How to connect a Telegram bot to your CRM 1. **Create a bot** — In Telegram, open @BotFather, send the /newbot command and copy the token. A MAX bot's token is in its settings on the MAX platform for partners. 2. **Click “Add messenger”** — The “Connect a messenger” window opens. 3. **Choose an option in the “Integration” field** — “Telegram bot” if managers reply, or “Telegram bot AI” if the AI replies. Create the AI bot in the “AI chat bot” section beforehand. 4. **Fill in the fields** — For the CRM, choose the “Project” and enter a “Name”; for the AI, choose the bot in the “AI chat bot” field. Paste the “Bot token”. 5. **Click “Add”** — A row appears in the list. If it says “Pending verification”, wait a little and click “Refresh”. 6. **Message the bot from your own phone** — The message should appear in the project's CRM or in the AI bot's “Dialogs”. A MAX bot connects the same way — choose the “MAX bot” or “MAX bot AI” option. MAX bots are created on the MAX platform for partners, and MAX checks your organization first: under its rules, this is open to companies and sole proprietors that are residents of Russia. Without a company or sole proprietorship, connect a regular number via “MAX direct”. You can connect several MAX bots to one project. ## How to connect WhatsApp and your MAX number to the CRM with a QR code For “WhatsApp”, fill in the project and the name, enter the number in international format with the country code and click “Continue”. On your phone, open WhatsApp → “Settings” → “Linked devices” → “Link a device” and point the camera at the code. The code refreshes by itself every 20 seconds. The window closes as soon as the number is connected. For “MAX direct”, you don't need to enter a number. Click “Continue” and scan the QR code in the MAX app on the phone with this number. The code is valid for 3 minutes. If the account has a cloud password, enter it in the window. ![Connecting a WhatsApp number to the CRM with a QR code](http://my.lptracker.ru/land/n/multic/faq_media.php?f=2026-11/messengers-2-en-fa5bdb.webp) > A connected WhatsApp or MAX number works like a regular phone. To keep it working for a long time, message people who know you or who contacted you themselves, and don't send mass messages to strangers. If you message first via MAX direct, stick to the schedule and the sending limits. ## Telegram bot links with UTM tags for ads UTM tags are labels in a link that show which ad brought the client. The link button in the “Telegram bot” row opens the “Bot link with UTM tags” window. Fill in “Source (source)” and, if you like, “Campaign (campaign)” and “Ad (term)”, then click “Generate link”. A client who starts the bot via this link comes into the CRM with these tags. For “Telegram bot AI” and “MAX bot AI”, the button opens the “Bot link” window with the “Source (optional)” field. The source gets into the card of the lead that the bot creates. In MAX, it's passed only the very first time the client starts the bot. ![A separate Telegram bot link for every ad](http://my.lptracker.ru/land/n/multic/faq_media.php?f=2026-11/messengers-3-en-ca8856.webp) ## How to reply to a client in MAX from the CRM and message first When a client writes to a connected messenger, the person responsible for the lead gets a “New message from a client” pop-up. “Open” shows the lead card in the same tab, and “In a new window” opens it in a new one. In the card, click “Reply” → “From …” and choose the channel, for example MAX_bot or max_direct. Besides text, you can send pictures, videos and documents — up to 10 files per message. If a client wrote to two of your MAX bots, choose the right one in “From …”: by default, it's the bot with the most recent conversation. A MAX bot writes only to people who started the dialog themselves. From a MAX direct number, you can message a client first: the message goes to the phone number in the card. [Autofunnels](http://my.lptracker.ru/land/lk/faq/?a=autofunnels-messages&format=md&lang=en) can write to MAX on their own — the “Chat bot” block with the “Send via MAX_bot” or “Send via MAX_direct” checkbox. How to send a message to all of a bot's subscribers is covered in the article [MAX messenger broadcast](http://my.lptracker.ru/land/lk/faq/?a=chat-bot-broadcasts&format=md&lang=en). One MAX direct number sends up to 40 messages a day — including replies from the CRM, broadcasts, autofunnels and AI bot messages. When the limit runs out, the “Status” shows “Limit until 3:00 AM”: at that time Moscow time (MSK), the counter resets. “Blocked by MAX” means that MAX has restricted outgoing messages for spam, and new dialogs from the number are unavailable. This usually lifts within a few hours or a day; if it doesn't, reconnect the number with a QR code. ## How much messenger CRM integration costs The number of Telegram and WhatsApp integrations depends on your plan; see what each plan includes in the article on [CRM pricing plans](http://my.lptracker.ru/land/lk/faq/?a=tariffs&format=md&lang=en). On “CRM + Telephony + Automation” and higher, from $0.40 per user per day, the number is unlimited, and the AI chatbot also works starting from this plan. The bot's replies are charged to your balance: one conversation costs $0.02–0.03 on average. Messages to WhatsApp, Telegram and MAX from an auto-funnel are free if they don't use AI. > If the phone with WhatsApp loses internet access, the status changes to “Phone offline”. If the linked device gets unlinked, it becomes “Connection lost”, and messages stop coming in. Tick “Notify the account owner by email” or “…by SMS” to find out right away. The AI bot doesn't reply when the balance is negative or the plan has expired, so turn on autopayment (how to [top up your CRM balance](http://my.lptracker.ru/land/lk/faq/?a=balance-payment&format=md&lang=en) and set it up is covered separately). ## Frequently asked questions ### Why aren't WhatsApp or Telegram messages coming into my CRM? Check the “Status” in the row and the explanation on hover. “Check the token” means you should paste an up-to-date token via “Edit”. “Connection lost” means you should reconnect WhatsApp: “Edit” → “Show QR code”. ### Why do messages go to a different CRM project? Leads go to the project in the “Project” column. Choose the right one there, and the integration moves at once, without “Save”. For AI connections, the project is set in the AI bot's settings. ### What does the “Already connected” window mean? This token or number is already in use somewhere else. The window shows where: in which project and account. Disconnect it there and add it again. ### What does “Paused until 22.10 14:30” mean for WhatsApp or a Telegram bot? The integration has sent 15,000 messages within a day, so sending is paused until the time shown. Just wait for it — you don't need to do anything. It's better to spread a large mailing to your customer list over several days. ### Can I connect another WhatsApp number if it says “Plan limit reached”? The number of Telegram and WhatsApp integrations is limited by your plan. Click “Switch plan” or delete an integration you don't need. ### Which employees can see the “Messengers” section? Those who have the “Autofunnel” right in at least one project. In the list, they see only the messengers of those projects. **Read also:** [Telegram bot for business: connect MAX, website chat and Avito](http://my.lptracker.ru/land/lk/faq/?a=chat-bot-channels&format=md&lang=en), [Customer profile in CRM: full history, client replies and tasks](http://my.lptracker.ru/land/lk/faq/?a=crm-lead-card&format=md&lang=en), [How to top up your account balance and avoid service pauses](http://my.lptracker.ru/land/lk/faq/?a=balance-payment&format=md&lang=en)