Once the Add-on is installed successfully, a confirmation message is displayed. After installation, the WATI provider becomes available under Provider Configuration in the WhatsApp module, where you can proceed with its configuration.

Step 2: Configuring WATI in the WhatsApp Module

Let us see how to configure WATI in Vtiger CRM.

Note: These steps require you to navigate back and forth between the Vtiger CRM screen and the WATI platform.

Follow these steps to configure WATI in Vtiger’s WhatsApp module:

1. Log in to the CRM.
2. Go to Essentials
3. Click Conversations.
4. Select WhatsApp. The WhatsApp module opens.

5. Click Settings. 
6. Select Provider Configuration from the drop-down.

7. Click +Add. The Add Configuration window opens.

8. Enter or select the following information:
   1. Provider: Select WATI from the drop-down.
   2. Provider Name: Type the Provider name. For example, WATI for testing or WATI for Business.
   3. Active: Enable Yes or No.
   4. Default Provider: Enable Yes or No.

1. Log in to the WATI platform.
2. Click More.
3. Click API Docs from the drop-down. A WATI API for WhatsApp window opens.
4. Copy the number from the right corner of the WATI screen.
5. Copy the API Endpoint.
6. Copy the Access Token.

1. URL: Paste the API Endpoint you copied from the WATI platform.
2. API Key: Paste the Access Token you copied from the WATI platform.
3. From Number: Paste the number you copied from the WATI platform. 
4. Click Save.

Step 3: Adding Webhooks in the WATI platform

You need to add two webhooks in the WATI platform, one for incoming callbacks and one for status callbacks. Follow the steps below to configure them.

Webhooks for Incoming Callbacks

Adding Webhooks for Incoming Callbacks will allow you to receive incoming messages. This is possible only if you copy the incoming callback URL from Vtiger CRM and paste it into the WATI platform.

Note: You need to move back and forth between Vtiger and WATI platforms to copy and paste the Incoming Callback URL.

Follow these steps to add Webhooks for incoming messages:

1. Log in to WATI.

2. Click More.
3. Click Webhooks from the drop-down.

4. Click Add Webhook. The Add Webhook window opens. The URL field will be blank if you are adding a URL for the first time.

5. Follow these steps to copy the Incoming Callback URL from Vtiger CRM:
   1. Log in to the CRM.
   2. Go to Essentials.
   3. Click Conversations.
   4. Select WhatsApp. The WhatsApp module opens.
   5. Click Settings.
   6. Select Provider Configuration from the drop-down. A list of providers will appear.
   7. Hover over to WATI from the list.
   8. Click the Edit icon. The Edit configuration window opens.
   9. Copy the Incoming Callback URL.
6. Go back to the WATI platform.

7. Enter or select the following information in WATI
   1. URL: Paste the Incoming Callback URL from Vtiger CRM.
   2. Status: Select Enabled from the drop-down.
   3. Event: Select Message Received from the drop-down.
   4. Click Save.

Note: The above Webhook is added only for receiving messages.

Webhooks for Status Callback

Adding Webhooks for the Status Callback will notify you when a sent message is delivered or read.

Follow these steps to add Webhooks in the WATI platform for Status Callback:

1. Log in to WATI.

 

2. Click More.
3. Click Webhooks from the drop-down.

 

4. Click Add Webhook. An Add Webhook window opens.

 

 

 

 

5. Follow these steps to get the Status Callback URL from Vtiger CRM:
   1. Log in to the CRM.
   2. Go to Essentials.
   3. Click Conversations.
   4. Select WhatsApp. The WhatsApp module opens.
   5. Click Settings.
   6. Select Provider Configuration from the drop-down. A list of providers will appear.
   7. Hover over to WATI.
   8. Click the Edit icon. An Edit configuration window opens.
   9. Copy the Status Callback URL.
6. Go back to the WATI Platform.

7. Enter or select the following information
   1. URL: Paste the Status Callback URL from Vtiger CRM.
   2. Status: Select Enabled from the drop-down.
   3. Event: Select Sent Message Delivered and Sent Message is READ from the drop-down.
   4. Click Save.

Note: The above Webhook is added for message delivery notifications.

Creating Templates in WATI

WATI integration with Vtiger allows you to sync templates from WATI to Vtiger. You can create message templates in the WATI platform and sync them to Vtiger once they are approved by WATI.

Follow these steps to create a new template in WATI:

1. Log in to WATI.

2. Click Broadcast.

3. Go to the Template Messages section.

 

4. Click New Template Message. A Create template message window opens.

5. Type Template Name.
6. Select Category from the drop-down.
7. Select Language from the drop-down.
8. Type the Template Message. You can see the preview of the template message.

 

9. Click Save and Submit. A confirmation pop-up with the message, Do you want to submit this message for validation? appears.

10. Click Yes. A notification - Approval time for business takes 30 mins to 2 business days (Subject to Facebook team approval) will appear.

11. Click OK.

Once added, it will appear as Pending in the Status. The templates need to be approved by Facebook before you can use them. It takes 30 mins to 48 hours for a template to be approved.

Once approved, the status will change to Approved.

Sending Messages Using WATI

You need to save the WATI number in the Contacts module in Vtiger CRM.

Follow these steps to send WhatsApp messages using WATI.

1. Log in to the CRM.
2. Go to Contacts.

 

 

3. Click +Add Contact to create a Contact with the WATI-registered WhatsApp number.

 

4. Select the Contact you want to send the message to. The Summary View of that contact opens.
5. Click More.
6. Select WhatsApp. The Send WhatsApp message window opens.

 

7. Enter or select the following information:
   1. Phone Number: Select the Phone number from which you want to send a message from the drop-down.
   2. WhatsApp Gateway: Select the WhatsApp Gateway from the drop-down.
   3. WhatsApp Template: Select the WhatsApp Template from the drop-down. The template will be auto-filled in the message field. Or
   4. ​​​​​​Message: Type the WhatsApp message to be delivered to the customer.
   5. Attach Files: Attach files if needed.
8. Click Send. 

The users will receive messages on their WhatsApp on mobile. The messages from the mobile are received on the WATI platform.

Receiving WATI WhatsApp Messages in the Live Chat Module

To receive WhatsApp messages from WATI in the Live Chat module, you must configure the required webhooks in the WATI platform.

Configure the Incoming Webhook

Enable the following events for the Incoming Webhook:

• Message Received
• Session Message Sent
• Template Message Sent

Configure the Status Callback Webhook

Enable the following events for the Status Callback Webhook:

• Sent Message is Delivered
• Sent Message is Read

Webhook Events in WATI

The following webhook events are used to sync WhatsApp messages and their statuses with Vtiger CRM:

Message Received:
Triggered whenever a user sends a message to your WATI WhatsApp number.

Session Message Sent:
Triggered when a session message is sent from WATI.

Template Message Sent:
Triggered when a template message is sent from WATI.

Sent Message is Delivered:
Triggered when a message sent from WATI is successfully delivered to the recipient.

Sent Message is Read:
Triggered when the recipient reads a message sent from WATI.

Note: If the Live Chat feature is enabled in Vtiger CRM, incoming WhatsApp messages and their status updates will automatically appear in the Live Chat module.

References

• WhatsApp Integration Overview
• WhatsApp Integration with Twilio
• WhatsApp Integration with Pinnacle
• WhatsApp Integration with Gupshup
• WhatsApp Integration With Clickatell
• WhatsApp-Integration with IMI Mobile
• WhatsApp Integration with Wablas
• WhatsApp Integration with Ampala