Articles on: Close CRM Integration

Close CRM Integration with TimelinesAI


With TimelinesAI’s Close CRM integration, you can:

  • Auto-Create Chat as new Lead in Close CRM when new WhatsApp chat appears
  • Sync WhatsApp messages as "WhatsApp" activities in Close CRM


This guide will walk you through simple steps to successfully use all the features of the TimelinesAI and Pipedrive CRM integration.


✅ How the Integration Works

✅ Prerequisites

✅ Connecting Timelines to Pipedrive

✅ Pipedrive Integration Settings

✅ Pinning Pipedrive deal to a chat

✅ Frequently Asked Questions


Let’s get started 🚀

How Integration Works


Once the Close CRM Ogranization is connected to TimelinesAI and new WhatsApp messages are sent or received in direct chats, the system:


  1. Checks TimelinesAI database for any existing sync date, such as where the chat was synced before.
  2. Sync the message into the destination from the database as. "WhatsApp" activity to Close CRM
  3. If there is not data in the databasem system will search for a contact matching by Phone Number in Close CRM
  4. If the contact is not found and "Auto create new lead" configuraiton is ON, system creates a new lead and sync the message to that lead
  5. If the configuration is OFF, system does not create a new lead and as a result won't sync the message.
  6. Successfully synced message adds a record to the database so that next time the message comes to the chat, we will attempt to sync to the same deistantion as we did before


How to connect Close CRM Organization to TimelinesAI


Prerequisites to connect Close CRM Organization to TimelinesAI

✅ You must be TimelinesAI workspace owner or admistrator

✅ You must have an active Close CRM account

✅ Your Close CRM user must have the Lead Visibility permission set to All Leads


Have everything needed?


  1. Login as workspace owner or administrator and open Close CRM from main navigation menu
  2. Click Connect


  1. On the Oauth screen select the desired Close CRM organization and click Allow
  2. Successfully connected Close CRM organization will display connection details along with the option to configure and test the integration


How search by phone number works?


WhatsApp messages are synced to Close CRM leads based on WhatsApp contact's phone number.

Let's say you have a WhatsApp contact with phone number +111111111111 . The contacts sends you a message. TimelinesAI integration will attempt to sync this message to Close CRM. But first integration needs to know to which contact and lead the message should be added to.


To find a desitation record TimelinesAI takes contact's phone number and searches for the Close CRM contact with a phone number that exactly matches WhatsApp contact's phone number.


Key matching rules:

  • exact phone number match . WhatsApp phone number and phone number in Close CRM should 100% match. WhatsApp uses internantional phone number format , therefore WhatsApp contact will have their number in that format ( include a plus sign (+), then country code, city code, and local phone number). Therefore the exact match will be done by this format. Make sure your Close CRM contact have their numbers in international format as well.
  • TimelinesAI integration will try a matching phone number in ANY field of "Phone" type. This includes direct, mobile, office and other phone number types. So if your Close CRm contact has multiple numbers, as long as at least one of the numbers exactly matches WhatsApp contact's phone number - the integration will consider. this as Match found case and will work with that contact fur further message sync



How Auto-Create Chat as new Lead works?


Auto-Create Chat as new Lead configuration can be turned ON and OFF within Close CRM Integration Settings.


When OFF: leads and contacts are not auto-created in Close CRM. Messages are synced only in those chats where Close CRM contact already exists

When ON: a new Lead and associated contact will be auto-created in Close CRM when integration didn't find a matching Close CRM contact for a chat by WhatsApp contact's phone number.


Auto-created Leads and a contact will have following settings:

  1. Lead Name at Close CRM = WhatsApp contact's Name ( as seen in TimelinesAI)
  2. Link = Link to the chat with the chatct in TimelinesAI
  3. Contact Name at Close CRM = WhatsApp contact's Name ( as seen in TimelinesAI)
  4. Contact Phone Number = WhatsApp contact's Phone Number ( in international format)
  5. Lead Owner = TimelinesAI Chat owner ( if any) or Close CRM Connection Owner. More details on Lead Owner assignment in this section.




When the lead is auto-created Close CRM activity log will have "Created via WhatsApp Integration entry"

Auto-created lead will have Lead source set to "WhatsApp", makin it possible to filter by this parameter later on.

TimelinesAI message sync log will contain an entry


How integration decides to which lead the message should be synced to


  1. When "Auto-Create" lead is ON and search doesn't find any matching contact by phone number - integration creates the new lead and always syncc the message to that newly created lead
  2. When the contact with matching phone number exists at Close CRM - integration gets all the leads assositaed with this contact. If there is only 1 lead - message is synced to that lead
  3. If there are multiple leads assosiated with an existing contact, integration gets opprotunieies assosiated with the lead. If there are no opportinities in the leads - integration synsc the message to the latest updated lead
  4. If leads have opportunities, integration sync the message to the lead with the latest updated opportunity


How messages are synced?


WhatsApp messages are synced as special "WhatsApp" activities to Close CRM.

Each WhatsApp messages is synced as a separate activity and have the following stucuture


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Now let's take a look at various message types syncornization


How text messages are synced?


How Location is sycned?


How attachmens are synced


How responses are synced?


What kind of messages don't sync?


  1. Messages from group chats are not synced at all
  2. Messages containing format unspoorted by Close CRM ( business cards...
  3. Reactions to messages


How Lead Ownership works?



How to filter leads auto-created by TimelinesAI integration


Leads auto-created by Timelines Integration have the Lead source set to "WhatsApp". You can use this metric to filter down the leads in Close CRM.


Updated on: 01/08/2025

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