Customers (CRM)
Entry points
In one line: create a shareable capture surface — a WhatsApp link or a web form — that turns a stranger into a contact in your CRM, and hands you a link, a QR code, and a button snippet to publish anywhere.
Plan: Available on the Professional, Advanced and Business plans, within the Customer management workspace, and requires the CRM permission — which admins have automatically. Start with the CRM overview first.
Overview
An entry point is a shareable surface that turns a stranger into a contact in your CRM. You publish its link or QR code anywhere — a poster in the branch, a social post, an email signature, a website — and when a visitor engages with it, they land straight in your Contacts or Chat, tagged with their source.
Every entry point has a fixed kind (WhatsApp or Form) and a unique short link that Duwam generates automatically, and you can activate or deactivate it at any time without deleting it.
Reach entry points from: Switch system → Customer management → Entry points.
Kinds of entry point
You choose the kind at creation, and it cannot be changed afterward — because the link itself lives on posters and printed QR codes, and flipping the kind would keep the link but silently repoint it to a different surface that no reprint can recall. If you want a different kind, create a new entry point.
- WhatsApp — a link that opens a chat with your company's WhatsApp number, tagged to this source. It has two modes:
- A Duwam-tracked link — passes through Duwam's domain before redirecting, so it counts clicks.
- A direct WhatsApp link (wa.me) — opens WhatsApp directly, with no click counting. You can also set a prefilled message that appears already typed in the chat.
- Form — a web form hosted at a public URL that creates a contact on submit. You build its fields yourself (up to twenty), with at least one being a phone field — Duwam is a tool that works over WhatsApp, and a lead with no number is one you can never reach.
Caution: Source attribution is a best-effort estimate, not a hard number: on a WhatsApp link, the visitor can edit or delete the prefilled message before sending. Treat the source report as a signal, not an absolute fact.
Creating an entry point
- From the customer workspace, open Entry points, then press "New entry point."
- Enter the name — the internal label you'll recognize it by (e.g. "Branch poster").
- Choose the kind: WhatsApp or Form. Remember it's fixed once saved.
- Complete the kind's details:
- WhatsApp: pick the link mode (tracked or direct), and write the prefilled message if you want one.
- Form: add the fields (each with an English key, a type, an Arabic and English label, and a "required" toggle), make sure there's at least one phone field, then write the consent text and the success message in both Arabic and English.
- Set as needed: tags, assign the conversation to a team member, and auto-enroll into a campaign.
- Press Save. Duwam then grants the entry point its unique link, and it's ready to share.
Tip: Give every channel its own entry point with a distinct name (branch poster, Instagram post, email signature). Then the "clicks" column tells you which channel is actually bringing you leads.
Caution: Two WhatsApp entry points can't share the same prefilled message — if they matched exactly, inbound messages couldn't be told apart by source, so Duwam refuses the save until you change one. The maximum number of entry points is two hundred.
Sharing: the link, QR code, and button
After you save, a publishing tools panel appears below the editor. What it holds follows the kind:
A WhatsApp entry point gives you three tools:
- The short link — copy it into any post or message.
- The QR code — an image ready to download and print on a poster or sign.
- A floating-button snippet — a
scriptsnippet you drop into your website to add a floating "Contact us on WhatsApp" button.
A Form entry point gives you:
- The public form URL — the hosted address the visitor fills in.
- An embed snippet (iframe) — a snippet that places the form inside a page on your site without it mixing with your site's JavaScript.
Note: For a tracked WhatsApp entry point, the link and QR code appear even before WhatsApp is connected for this company — but they won't work until the number is connected, and Duwam warns you of that. A direct (wa.me) link needs a connected number just to be generated at all.
Where the data goes
Every interaction with an entry point flows into your CRM:
- A WhatsApp link: the visitor's click opens a chat with your company's number, which appears in Chat tagged with its source. Your tags are applied, it's assigned to the team member you chose, and enrolled into the campaign if you set one.
- A form: submitting the form creates a new contact (or attaches to an existing one), which appears in Contacts and companies and flows into Chat like any other lead.
On a form, the consent text you wrote is the stored consent proof for every lead who fills in the form and ticks the consent box. Anyone who doesn't tick it is still recorded, classified, and assigned like any lead, but stays non-marketable via campaigns — which is why the consent text is required before you publish, not after you discover half your list is unreachable.
Caution: The public form refuses more than two hundred submissions per day per entry point — a ceiling that stops one address (or a botnet) from filling your CRM with strangers and aiming your number at them. When the ceiling is reached it shows in the "submissions today" column along with the count refused, computed against your own local day.
FAQ
Q: Does the visitor need a Duwam account? A: No. Both the WhatsApp link and the public form are unauthenticated public surfaces — anyone engages with them without an account.
Q: I created an entry point with the wrong kind — can I change it? A: The kind can't be changed after saving, to protect any printed links and codes. Create a new entry point with the right kind; a second entry point is free, a reprint is not.
Q: Why don't I see a QR code for my form entry point? A: The QR code and floating-button snippet are specific to WhatsApp entry points. A form entry point is shared by its public URL and its embed (iframe) snippet.
Q: I deactivated an entry point — is it deleted? A: No. Deactivating only stops it working, and you can reactivate it. Deleting is a separate action.
Q: Why doesn't the WhatsApp link work even though it was shown to me? A: A tracked link is displayed before WhatsApp is connected, but it won't redirect until the company's number is connected. Connect WhatsApp for this company first.
Quick reference
| Action | Path |
|---|---|
| Entry points list | Switch system → Customer management → Entry points |
| New entry point | Entry points → "New entry point" |
| Choose the kind | Inside the entry point → kind (WhatsApp / Form) — fixed once saved |
| WhatsApp link mode | Inside the entry point → tracked (counts clicks) or direct (wa.me) |
| Form fields | Inside the entry point → add field (up to 20, one a phone) + consent text and success message |
| Publish (link + QR + button / iframe) | Inside the entry point after saving → publishing tools |
| Tags, assignment, campaign | Inside the entry point → tags / assign conversation / enroll in campaign |
| Activate or deactivate | List table → "Active" switch |