diio analyzes WhatsApp Web and LinkedIn conversations through the Chrome plugin. This article explains how capture works under the hood: who controls it, what scope each mode has, what's left out and how it's associated with the CRM.
WhatsApp can also be connected without the plugin, by linking your WhatsApp with a QR code from the diio app. That method is explained in How to connect your WhatsApp to diio (QR).
If what you're looking for is to set it up for the first time, go to Connect WhatsApp to analyze your messages or Connect LinkedIn to analyze your messages.
Who enables it
The Chrome plugin is installed and configured by each user in their own browser. It doesn't require an administrator to enable it at account level. The automatic activation preferences can also be adjusted from the diio app, under My preferences › Meetings and chats › Chats.
The two activation modes
Capture never happens without the user enabling it. There are two modes, both each user's decision, and they don't have the same scope:
Manual, per conversation (default mode)
Inside WhatsApp Web and LinkedIn, a switch with the diio logo appears in the top bar of each conversation. When turned on, diio analyzes that conversation from that moment onwards. The switch is a state, not an action: it stays on until turned off, and only affects the thread where it was turned on.
Automatic activation (optional)
It's turned on per platform in two equivalent places: under Configure plugin → Automatic activation ("Turn diio on automatically in every WhatsApp chat" and "Turn diio on automatically in every LinkedIn chat"), or in the diio app, under My preferences › Meetings and chats › Chats ("WhatsApp Web" and "LinkedIn" toggles). Both come turned off and are independent of each other.
With one turned on, diio activates by itself in any conversation on that platform the user opens, and analyzes that thread's full history, not just the new messages. This is the point that gets misread most often: the retroactive scope belongs to automatic activation, not to the switch inside the chat.
Privacy: what each mode implies
With manual mode, diio only accesses the threads the user explicitly turns on, and only from the moment they turn them on. No other conversation is analyzed.
With automatic activation, simply opening a conversation is enough for its full history to be analyzed, without distinguishing between work and personal ones. That's why it's recommended for people who use a business WhatsApp number separate from their personal one, or LinkedIn mainly for work. With a single number or account for everything, the recommendation is to leave it off and turn diio on conversation by conversation.
When capture happens
Capture is triggered when opening or refreshing WhatsApp Web or LinkedIn in Chrome. It isn't real time and doesn't happen with the browser closed. Messages that arrive while the user is chatting from their phone are captured the next time they open the corresponding tab.
What it captures and what it doesn't
Chrome only. WhatsApp Web or LinkedIn open in another browser aren't captured.
Open threads only. Archived conversations or groups the user doesn't view aren't captured until they open them.
LinkedIn: direct messages only. It doesn't capture comments on posts or group conversations.
Sales Navigator: the diio switch appears in its messages too and works the same way, with the same direct-messages-only limitation. In the app they're identified as Navigator, not as LinkedIn.
How they're processed
diio groups messages by contact and processes them as a single conversation in the Message channel, with whichever playbook applies. The analysis arrives within a few minutes and appears in "All conversations", filterable by Channel → Messages and, within that channel, by Social Network (WhatsApp, LinkedIn, Navigator or Intercom). It includes commitments, counterpart mood and playbook fields, just like any other conversation.
CRM association
The mechanism changes depending on the platform and the connected CRM:
For WhatsApp, diio looks up the contact by phone number. See How is a phone call or a WhatsApp message associated with a contact?: if the number isn't saved in international format and validated by the CRM, the association fails even if capture worked.
For LinkedIn, see "How is a LinkedIn message associated with a contact?". Automatic syncing of LinkedIn messages only works with HubSpot. With other CRMs, the message is associated manually from Update CRM in the conversation detail.