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HighLevel Setup

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How to Connect WhatsApp to a HL Sub-account

Overview

Follow this guide to connect a WhatsApp account to a sub-account through the mySMSgateway integration, verify that the device is connected and assigned to the correct sub-account in myCRMSIM, configure Message Routing, and synchronize WhatsApp groups with the CRM inbox.
Before You Begin
Before starting, make sure that:
  • You have access to the correct HL Agency and sub-account.
  • You can access the myCRMSIM Dashboard.
  • The phone containing the WhatsApp account is available.
  • The phone has an active internet connection.
  • You are ready to scan a QR code from WhatsApp.
Important: The mySMSgateway integration can be used to connect and manage SMS, iMessage, and WhatsApp devices. When a device is successfully connected for a specific sub-account, it is automatically associated with that same sub-account in the myCRMSIM Dashboard.
Step 1: Check for the mySMSgateway Option in the Sidebar
  • After opening the required sub-account, check the left sidebar for the mySMSgateway option.
  • Click mySMSgateway to open the device connection page.
  • If the mySMSgateway Option Is Not Visible
  • If you cannot see mySMSgateway in the left sidebar, follow these steps:
  1. Open App Marketplace from the left sidebar.
  2. Go to Installed Apps.
  3. Find:
  4. myCRMSIM - SMS, iMessage & WhatsApp
  5. Click the three-dot menu next to the app.
  6. Select Uninstall.
  7. After uninstalling, search for:
  8. myCRMSIM - SMS, iMessage & WhatsApp
  9. Install the app again for the required sub-account.
  10. Refresh the sub-account page if necessary.
  11. Confirm that the mySMSgateway option is now visible in the left sidebar.
Once the option appears, click mySMSgateway to continue.
Note: Make sure you reinstall the app in the correct sub-account where you want to connect and use the device.
Step 2: Open the Devices Page
  1. After opening mySMSgateway,
    You will see different device tabs, including:
    • WhatsApp
    • iMessage
    • Android / SIM
    Select the WhatsApp tab.
    Important: The same integration can also be used to connect SMS/Android and iMessage devices. For this guide, we are connecting a WhatsApp account.
    When no WhatsApp account is connected, the page displays:
    “No WhatsApp number connected yet.”
    The page also indicates that the connected WhatsApp number belongs to the selected sub-account and that its messages and groups remain associated with that sub-account.
    Step 3: Start the WhatsApp Connection
    1. On the WhatsApp tab, click Connect WhatsApp.
    2. Wait while the system prepares the connection.
    The page may display:
    “Asking myCRMSIM for a code...”
    1. Wait for the QR code to appear.
    2. Keep the QR code visible because it must be scanned using the WhatsApp account you want to connect.
    The connection instructions are:
    1. Open WhatsApp on the phone.
    2. Go to Settings → Linked Devices.
    3. Tap Link a Device.
    4. Scan the QR code displayed on the screen.
    • If the QR code expires or cannot be scanned, click New Code to generate another QR code.
    • Click Cancel only if you want to stop the connection process.
    Step 4: Scan the QR Code from WhatsApp
    1. Open WhatsApp on the phone containing the account you want to connect.
    2. Open Linked Devices.
    3. Tap Link a Device.
    4. Scan the QR code displayed on the mySMSgateway page.
    5. Wait while WhatsApp completes the login process.
    After the QR code is scanned, WhatsApp may display:
    “Logging in...”
    Once the connection is successful, the linked-device list should show the newly connected device.
    Step 5: Confirm the WhatsApp Connection
    Return to the mySMSgateway page and wait for the WhatsApp card to update.
    A successful connection displays the WhatsApp identifier,
    The card should show:
    • A green Connected status.
    • The connected WhatsApp account identifier.
    • A Disconnect button.
    • A Groups option.
    Important: Once the device is successfully connected through this sub-account, it is automatically connected and associated with the same sub-account in the myCRMSIM Dashboard.
    This means you do not need to manually create a separate connection for the device after scanning it. The connected device should be available under the same sub-account in myCRMSIM.
    The same integration can be used to connect SMS, iMessage, and WhatsApp devices to their respective sub-accounts.
    Step 6: Set Up Message Routing in myCRMSIM
    After confirming that the device is connected, configure Message Routing in myCRMSIM.
    1. Open the myCRMSIM Dashboard.
    2. From the left sidebar, click Subaccount SIM.
    3. Open the relevant Subaccounts section.
    4. Find the sub-account for which you connected the device.
    5. Open Message Routing.
    6. Configure the routing for the channel you want to use.
    Available channels may include:
    • SMS
    • iMessage
    • WhatsApp
    • RCS
    • Twilio
    Select the appropriate channel based on the type of device you are using to send messages.
    For example:
    • If you want to send messages through an Android/SIM device, configure SMS.
    • If you want to send messages through an iMessage device, configure iMessage.
    • If you want to send messages through the WhatsApp account connected in this guide, configure WhatsApp.
    Understanding Message Routing
    The Message Routing window allows you to set the priority for different messaging channels.
    • Rows = Fallback Order: If a channel in the first row cannot send the message, the system moves to the next configured row.
    • Same Row = Sent Together: Channels configured within the same row can be used together according to the configured routing behavior.
    After selecting the required channel and routing priority, click Save.
    Important: Make sure the channel you intend to use for messaging is correctly configured in Message Routing. For example, if you are sending through WhatsApp, WhatsApp should be included in the routing configuration.
    Step 7: Open the WhatsApp Groups List
    Return to the connected WhatsApp account in mySMSgateway.
    1. Click Groups to expand the group list.
    2. Review all groups displayed under the connected WhatsApp account.
    The expanded section shows the groups associated with the connected WhatsApp account.
    Step 8: Turn On CRM Sync for Required Groups
    For every WhatsApp group that should appear in the CRM inbox:
    1. Locate the group.
    2. Turn the CRM SYNC switch ON.
    3. Repeat the process for other groups that should be synchronized.
    4. Confirm that the required groups show CRM SYNC ON.
    When enabled, the group is synchronized with the CRM inbox.
    Enable CRM Sync only for the groups you want to bridge into the CRM.
    Step 9: Refresh the Group Connection
    After enabling CRM Sync:
    1. Click Refresh in the Groups section.
    2. Wait for the synchronization process to complete.
    3. Confirm that a success notification appears.
    For example:
                        “Synced 2 groups”This confirms that the selected WhatsApp groups have been synchronized successfully.
    Step 10: Verify the Device in myCRMSIM
    Return to the myCRMSIM Dashboard.
    1. Open Devices from the left sidebar.
    2. Select the WhatsApp Devices tab.
    3. Find the newly connected WhatsApp device.
    Verify that the connected device appears with the correct identifier, 
    The device should show the appropriate connection status, such as:

    Field

    Expected Result

    AWS STATUS

    Active

    LAST STATE

    CONNECTED

    Important: Because the device was connected through the selected sub-account, it should automatically appear associated with that sub-account in myCRMSIM.
    Step 11: Verify the WhatsApp Assignment Under Subaccounts
    1. Open Subaccount SIM from the myCRMSIM sidebar.
    2. Select Subaccounts.
    3. Find the correct sub-account.
    4. Review the WhatsApp column.
    The sub-account should show that a WhatsApp device is connected.
    For example:
    Connected WhatsApp · 1x
    This confirms that the connected WhatsApp device is associated with the correct sub-account.
    Step 12: Confirm the Default WhatsApp Device
    If multiple WhatsApp devices are available for the sub-account, make sure the correct device is selected as the default.
    1. Click the green + button in the WhatsApp column.
    2. Review the device assignment dialog.
    3. Confirm that the correct connected WhatsApp device appears in the list.
    4. Select it as the Default device if required.
    5. Save the assignment.
    Wait for a success message such as:
    “Default device set successfully.”
    If the correct device is already assigned and selected as the default, no further device assignment is required.
    Successful Setup Checklist

    The setup is complete when all of the following are true:

    Check

    Expected Result

    mySMSgateway Option
    		Visible in the sub-account sidebar
    WhatsApp Connection
    		Green Connected status is visible
    Connected Account
    		The WhatsApp identifier appears on the device card
    Phone Link
    		WhatsApp successfully shows the linked device
    Automatic Assignment
    		The device is associated with the same sub-account in myCRMSIM
    Message Routing
    		The correct channel, such as SMS, iMessage, or WhatsApp, is configured
    Group Synchronization
    		Required groups show CRM SYNC ON
    Group Refresh
    		A synchronization confirmation appears
    Device Status
    		The device shows an active/connected status in myCRMSIM
    Sub-account Assignment
    		The connected device appears under the correct sub-account
    Default DeviceThe correct device is selected as the default when required
    Troubleshooting
    mySMSgateway Option Is Missing
    If mySMSgateway does not appear in the sidebar:
    1. Open App Marketplace.
    2. Go to Installed Apps.
    3. Find myCRMSIM - SMS, iMessage & WhatsApp.
    4. Open the three-dot menu.
    5. Uninstall the app.
    6. Search for the app again.
    7. Reinstall it in the correct sub-account.
    8. Refresh the page and check the sidebar again.
    No QR Code Appears
    • Remain on the WhatsApp tab.
    • Wait for the code request to complete.
    • Do not leave the connection page while the QR code is being generated.
    QR Code Has Expired
    1. Click New Code.
    2. Wait for a new QR code.
    3. Scan the replacement code from WhatsApp.
    Phone Does Not Connect
    Make sure that:
    1. You opened WhatsApp → Linked Devices → Link a Device.
    2. The QR code is fully visible.
    3. Both the phone and browser have an internet connection.
    4. The QR code has not expired.
    Messages Are Not Sending Through the Expected Channel
    Check Message Routing in:
    myCRMSIM → Subaccount SIM → Subaccounts → Message Routing
    Make sure the correct channel is configured:
    • SMS for SMS/Android messaging.
    • iMessage for iMessage messaging.
    • WhatsApp for WhatsApp messaging.
    Also verify the routing priority and fallback order, then save the changes.
    Device Does Not Appear in myCRMSIM
    1. Open Devices.
    2. Select the appropriate device type, such as WhatsApp Devices.
    3. Allow the page to finish loading.
    4. Check the device status.
    5. Open Subaccount SIM → Subaccounts.
    6. Confirm that the device is associated with the correct sub-account.
    Wrong Device Is Selected as Default
    1. Open the device assignment option for the correct sub-account.
    2. Select the intended device.
    3. Set it as the default device.
    4. Save the changes.
    5. Confirm the success notification.
    Note: Devices connected through the mySMSgateway integration can be used with SMS, iMessage, and WhatsApp, depending on the device type and channel configured. Always ensure that the correct device is connected to the correct sub-account and that Message Routing is configured for the channel you intend to use.
     

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