Summary
This article explains the difference between online sync and offline sync when using CRM actions in Wati. These sync options determine when data is sent to your CRM or external systems during or after a conversation.
Instructions
Supported integrations for offline sync
The following integrations support offline sync for Create and Update actions:
HubSpot
Salesforce
Wati
Zoho
Pipedrive
Additionally, Google Sheets – Update Row also supports offline sync.
Understanding online sync vs offline sync
When configuring CRM actions, you can choose between online sync and offline sync. The main difference is when the data is sent to the CRM.
Online sync: Data is sent immediately during the conversation.
Offline sync: Data is sent automatically after the conversation ends.
The sections below explain how each mode works.
1. Online sync
In online sync, the action is triggered during the conversation when the AI agent determines that certain conditions are met.
How online sync works
Configure the action and turn the Offline sync toggle off.
Add the action to your agent instructions and clearly specify:
When the action should trigger
What conditions should be satisfied
During the conversation, the AI agent evaluates the instructions and triggers the action once the conditions are met.
The data is immediately sent to the CRM.
For example, a new contact is created in Salesforce during the conversation.
When to use online sync
Online sync is useful when you want the CRM to update immediately, such as:
Creating leads as soon as they are captured
Updating contact details during a conversation
Triggering real-time workflows in your CRM
2. Offline sync
In offline sync, the action is triggered after the conversation ends instead of during the conversation.
How offline sync works
Configure the action and turn the Offline sync toggle on.
Add the action to your agent instructions.
Unlike online sync, you do not need to specify when the action should trigger.
The action is automatically queued during the conversation.
Once the conversation ends, the system performs the CRM action.
For example, the contact will be created in Salesforce after the conversation finishes.
How conversation end is determined
The conversation end depends on the agent type:
Text agent: The conversation ends when 10 minutes have passed since the last message.
Voice agent: The conversation ends when the call ends.
Important
Offline sync actions cannot be verified in test mode.
To confirm the behavior, you must test them using a published agent.