# Customer messaging + Krokul CRM

Krokul CRM integrates with Telegram, Viber, WhatsApp Business, Facebook Messenger, Instagram Direct and Twilio, and has TurboSMS built in for SMS. Telegram runs on a native connector. A customer message becomes a contact, a deal and a thread in the Communications section, and the manager replies from Krokul into the same chat. Other messaging tools connect through the Krokul app in Zapier, Make, n8n, Albato and the API.

## Services

- [Facebook Messenger](https://krokul.com/en/integrations/facebook-messenger/index.md) — Via API and webhooks
- [Instagram Direct](https://krokul.com/en/integrations/instagram-direct/index.md) — Via API and webhooks
- [Telegram](https://krokul.com/en/integrations/telegram/index.md) — Native
- [TurboSMS](https://krokul.com/en/integrations/turbosms/index.md) — Built in
- [Twilio](https://krokul.com/en/integrations/twilio/index.md) — Via API and webhooks
- [Viber](https://krokul.com/en/integrations/viber/index.md) — Via API and webhooks
- [WhatsApp Business](https://krokul.com/en/integrations/whatsapp-business/index.md) — Via API and webhooks

## What your team gets

### One contact across all channels

A buyer writes in Instagram Direct, later on WhatsApp, then texts your Twilio number. Krokul matches the phone and the channel key of each message to the same contact, so the manager reads one history on the deal card. New people and deals fire `contact.created` and `card.created`.

### Reply windows become tasks

WhatsApp, Messenger and Instagram allow a free reply only for a limited time after the last customer message. Krokul shows the remaining time on each thread and gives the deal manager a task before it runs out. After the window closes, the reply box offers approved WhatsApp templates.

### Deal stages message the customer

When a deal reaches a stage such as "Order shipped", Krokul fires `card.statusChanged` and an automation rule sends a WhatsApp template, an SMS through Twilio or a Telegram message. The text appears in the same thread as the manual replies.

## What to know

Meta sets templates, reply windows and messaging limits for its channels, and Twilio stays the carrier for numbers and billing. A Viber bot writes only to people who subscribed to it or wrote to it first. Krokul handles private conversations with customers; group chats, channels, post comments and ads stay in the messaging service.

## Questions and answers

### Which messaging apps can I answer from Krokul?

Telegram, WhatsApp Business, Facebook Messenger, Instagram Direct and SMS through Twilio. The reply goes from the deal into the chat the customer used.

### Will each new message open a new deal?

No. Krokul keeps one thread per customer and adds new messages to the open deal of that contact. A new deal starts once the earlier one is closed.

### How does Krokul recognise a person who shares no phone?

Messenger and Instagram send an ID scoped to your Page or account. Krokul stores it as an external key of the contact, and a phone added later links calls and emails to the same person.

## Other categories

- [Phone and calls](https://krokul.com/en/integrations/category/telephony/index.md)
- [Forms and ad inquiries](https://krokul.com/en/integrations/category/lead-capture/index.md)
- [Customer support](https://krokul.com/en/integrations/category/help-desk/index.md)
- [Team chat](https://krokul.com/en/integrations/category/team-chat/index.md)

Updated: 2026-10-12

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App: https://app.krokul.com/ · API: https://app.krokul.com/api/v1/docs