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Introduction

SMS messages are short text messages sent to mobile phones. They are commonly used to share updates, reminders, or alerts with people in a quick and direct way. With high open rates and instant delivery, SMS remains one of the most effective communication tools today. 

SMS Messages Integration with Vtiger CRM

The SMS Messages module in Vtiger CRM enables you to communicate with your Leads and Contacts through SMS. Whether you're sending promotions, updates, reminders, or service notifications, every message is automatically logged in the CRM, allowing you to maintain a complete record of your SMS interactions. 

Types of SMS Messages

You can send the following types of SMS messages from Vtiger CRM:

• Single or stand-alone messages: You can send a message to a single customer or business. For example, meeting requests, special offers, product information, etc.
• Bulk messages: You can send messages to multiple customers or businesses simultaneously using a workflow. For example, campaigns, offers, discounts, etc.
• Automated SMS messages through workflows: You can set up a workflow in the CRM to automatically send messages at a planned time and date. This triggers the CRM to send SMS(s) on the selected schedule. For example, pre-planned campaigns, greetings, etc

Key Features

The key features of SMS messages in Vtiger CRM are:

• Bulk SMS Messages: Send SMS messages to multiple contacts at once for promotions, announcements, and other business communications.
• SMS Templates: Create reusable SMS templates with personalized content to ensure consistent and efficient messaging.
• Merge Tags in SMS Templates: Personalize SMS messages by automatically inserting recipient-specific information using merge tags.
• SMS Campaigns: Create and manage targeted SMS campaigns to promote products, send reminders, and engage customers.

Benefits of using SMS Messages in Vtiger CRM

The benefits of using the SMS Messages feature in Vtiger CRM are:

• Enhance Customer Relationships: Communicate with customers instantly through SMS to build stronger relationships and improve engagement.
• Increase Brand Awareness: Share promotions, updates, and announcements to keep customers informed about your brand, products, and services.
• Expand Campaign Reach: Send targeted SMS messages based on customer data and preferences to reach the right audience more effectively.
• Track Customer Engagement: Monitor SMS performance and engagement to measure campaign effectiveness and improve future communications.

In this article, you will learn about:

Key Terminology

Prerequisites for Sending SMS from Vtiger CRM

The following are the requirements to send SMS messages from the CRM:

• Contact Phone Number: Ensure the Contact’s phone number can receive SMS messages and is listed in the Contact record. 
• Sign up with an SMS provider: Choose and register with an SMS service provider. After signing up, you will receive credentials such as an authentication ID, user ID, and password.
• Configure the SMS provider in Vtiger: Use the credentials provided to set up the SMS service provider in your Vtiger CRM account.
• SMS Templates: Create SMS templates before sending your messages.
• Opt-in and Contact consent: Ensure your leads and contacts have opted in to receive SMS messages from you.

Note: You can send messages from only one gateway at a time. 

Supported SMS Service Providers 

Integrate your preferred SMS service provider to send SMS messages directly to your Leads, Contacts, and Organizations. Vtiger supports multiple pre-configured providers, making it easy to choose the one that best fits your business needs. 
Note: Contact support if your provider is not listed. If your SMS gateway or provider is not available in the list, reach out to Vtiger Support and raise a ticket for assistance.
To learn more about the SMS service providers, click here.

Installing the SMS Messages Add-on

To send SMS messages, you must install the SMS Messages Add-on.

Follow these steps to install SMS Messages:

1. Log in to the CRM.
2. Click the User Menu in the top right corner of your screen.
3. Click Settings. The Settings page opens.
4. Look for Extensions.
5. Click Add-ons.
6. Search SMS Messages.
7. Click Install.

Once SMS Messages is installed, you can add multiple SMS providers and create SMS templates and campaigns. 

You can view your SMS Messages in the SMS Messages module. To access the SMS Messages module, go to the main Menu > Essentials > SMS Messages.

Setting up an SMS Provider

Vtiger CRM requires integration with a third-party SMS provider application to send SMS messages to your Contacts, leads, and Organizations. You must configure an SMS provider in your CRM account to send SMS messages.

We will use Telynx as an example to set up an SMS provider in Vtiger CRM.

Configuring the Telynx SMS Provider requires you to do the following:

• Step 1: Installing the Telynx app
• Step 2: Enabling the Telynx account with Vtiger CRM
• Step 3: Configure the Telynx account with Vtiger CRM

Note: Keep both the Telynx and Vtiger CRM tabs open, as you will need to switch between them during the setup process.

Step 1: Installing the Telynx app

Follow these steps to install the Telnyx app:

1. Log in to the CRM.
2. Click the User Profile in the top-right corner of the screen.
3. Click Settings. The Settings page opens.
4. Look for Add-ons under Extensions.
5. Type Telnyx SMS Integration in the Add-on Search field.
6. Click Install.

A success message will be displayed. Once the Telnyx app is installed, you will find it on the Settings page.

Step 2: Enabling the Telnyx account with Vtiger CRM

Follow these steps to enable a Telnyx account:

1. Log in to your Telnyx account.  If you do not have a Telnyx account, create it from here.
2. Go to Numbers.
3. Click My Numbers. A Numbers or My Numbers window opens.
4. Click Search and Buy Numbers.
5. Select a Search Type, Region, and Number Features.
6. Click Search Numbers.
7. Click an SMS-enabled number ( Look for the SMS available message above the message icon).
8. Click Add to Cart.
9. Click Place Order.
10. Go back to My Numbers.
11. Select the number you have purchased.
12. Set the Connection or App as Forward only.
13. Go back to My Numbers.
14. Select the number you have purchased.
15. Set the Connection or App as Forward only.
16. Enter a Profile name.
17. Click Create Profile.
18. Select Account Settings.
19. Select Keys and Credentials:
    1. Click API keys 
    2. Copy the API key to Notepad.

​​​​Step 3: Configuring the Telynx account with Vtiger CRM

Follow the steps below to configure your Telnyx account:

1. Log in to the CRM.
2. Click the User Profile in the top-right corner of the screen.
3. Click Settings. The Settings page opens.
4. Click the +New Configuration. A New Configuration window opens.
5. Enter or select the following information:
   1. Provider: Search for Telnyxsms from the Provider drop-down.
   2. Active: Select Yes as Active status. 
   3. From: Add the number bought from Telnyx in the From field.
   4. Authorization: Paste the API key along with the prefix Bearer in the Authorization field.
   5. Callback URL: The Callback URL is auto-filled.
   6. Click Save.

Once the integration is complete, you can start sending SMS messages. 

To learn more about this integration, click here.

Sending an SMS Message

You can send SMS messages to your Contacts, Lead, or Organization if there is a valid phone number added to their record.

Follow these steps to send an SMS to a Contact, Lead, or Organization:

1. Log in to the CRM.
2. Click the main Menu.
3. Click Essentials.
4. Click Contacts. The Contacts List View appears.
5. Hover over the required contact and click the SMS icon. The Send SMS window opens.

 

6. Enter or select the following details:
   1. Select Phone Number: Select the contact's phone number from the drop-down. Note: Ensure that the phone number is in international E.164 format 
   2. Select SMS Gateway: Select the required SMS provider from the drop-down.
   3. Message: Enter the content of the message.
      1. Enter the message manually. Or
      2. Select the SMS template from the drop-down. Note: Merge tags only work if you use them in an SMS template.
   4. Insert Links: Select the required type of link to insert in the message.
   5. Click Send.

You will see a success message in the top right corner once your message is sent successfully.

 Note:

• You can send an SMS only to mobile phones.
• Ensure that phone numbers are saved in the international E.164 format.
• Any message you send will have a character limit of 160. Anything above this will be sent in a subsequent message. 
• SMS service providers need to be configured for your contact before you can send an SMS.  

​Sending Bulk SMS Messages

Using Workflows is the most efficient way to schedule and send bulk SMS messages. Follow these steps to set up a workflow to send bulk SMS messages:

1. Log in to the CRM.
2. Click the User Menu in the top-right corner of your screen.
3. Click Settings. The Settings page opens.
4. Select Workflows under Automation.

5. Click +New Workflow.
6. Select Standard from the drop-down.

7. Enter or select the following details:
   1. Basic Information - Enter basic information for the workflow.
      1. Workflow Name: Enter a name for the workflow.
      2. Target Module: Select the required module from the drop-down.
      3. Status: Check the checkbox beside the required status of the workflow.
      4. Description: Enter a brief description of the workflow.
   2. Workflow Trigger - Select trigger conditions for the workflow.
      1. Trigger Workflow On: Check the checkbox beside the required condition.
      2. Recurrence: Check the checkbox beside the required condition.

3. Entry Criteria - Add conditions for the entry criteria of the workflow.
4. Actions - Add the action for your workflow. 
   1. Add Action: Select the action as SMS Task. Add Action for Workflow -> SMS Task window appears.
   2. Enter the following information in the SMS Task window.
      1. Action Title: Enter a title for the action.
      2. Recipients: Add the recipients based on criteria like Organization Name, Contact Name, Created by, etc.
      3. Add Fields: Select the required field from the drop-down. 
      4. SMS Text: Enter the required text message you want to send as bulk SMS messages.
5. Click Save.​​​​​

Once configured, the workflow automatically sends bulk SMS messages to the selected recipients when the specified conditions are met. 

Creating SMS Message Templates

SMS templates are customized to include specific information, such as the recipient's name or other personal details. You can send appointment reminders, promotional offers, event invitations, and other messages. 

Let us look at how to create an SMS template.

Follow these steps to create an SMS template on Vtiger CRM:

1. Log in to the CRM.
2. Click the main Menu.
3. Click Marketing.
4. Click SMS Templates. A List View of SMS templates appears.
5. Click +Add Template. The Create SMS template window appears.
6. Enter or select the following information
   1. Content: Enter the SMS template content.
   2. To add a merge tag (Repeat to add more merge tags).
      1. Enter {#var#} in the content.
      2. Click anywhere outside the content field. Merge tag fields appear.
      3. Click an empty field.
      4. Select the required merge tag from the available list. 
   3. Template Name: Enter a name for the SMS template.
   4. Template ID: Enter a unique ID before creating the SMS template.
   5. Assigned To: Select a user from the drop-down.
   6. Status: Select the status of the SMS template from the drop-down.
   7. Template Type: Select the SMS template type from the drop-down.
   8. Module: Select the related module of the CRM from the drop-down.
7. Click Save. 

You can see the created SMS template in the SMS Templates List View.

To learn more about SMS Templates in Vtiger CRM, click here.

Creating SMS Reply Actions 

SMS Reply Actions allow you to automatically trigger predefined actions in Vtiger CRM whenever a recipient replies to an SMS campaign. Based on the reply, the CRM can update existing records, create new records, archive the message, or send an automated response.

Use case:
For example, you send an SMS campaign asking customers to reply YES if they are interested in a product demo. When a customer replies, Vtiger can automatically update the Contact or Lead record, create a follow-up record if needed, archive the SMS, and send a confirmation message—all without any manual intervention. This helps streamline customer engagement and reduces manual effort.

Follow these steps to set up the Send Reply action:

1. Log in to the CRM.
2. Click the User Menu in the top-right corner of the screen.
3. Click Settings. The Settings page opens.
4. Look for the Automation section.
5. Click SMS Reply Actions.
6. Click the +Add Reply Rule button.
7. Enter or select the following in Rule Information:
   1. Rule Name - For example, Reply for New Product Demo.
   2. Rule Status - Enable the Active radio button to enable the reply action
   3. Specify the Entry Criteria. For example, if SMS Body Contains No.
      1. Click the +Add Condition button to add multiple conditions.
      2. Choose All Conditions if all the conditions must be met to execute the reply actions, or choose Any Condition if at least one of the conditions must be fulfilled.
   4. Set up the Actions 
      1. Click the Add Actions drop-down.
      2. Select Send Reply.
      3. Enter or select the following information:
         1. Enter the Action Name.
         2. Set Action Status to Active if you want to archive SMSes. Otherwise, set it to Inactive.
         3. Type your message in the Type Message field
   5. Click Save.
8. Click Save to save the reply action.

Once configured, Vtiger CRM automatically processes SMS replies and performs the selected action.

Creating SMS Alerts

SMS Alert is an SMS gateway integration that enables you to send and receive SMS messages directly from Vtiger CRM using the SMS Alert service. 

Let's use an example to create an SMS alert that automatically notifies a customer when a Case is closed.

Follow these steps to create an SMS alert:

1. Log in to the CRM.
2. Click User Profile in the top-right corner of the screen.
3. Click Settings. The Settings page opens.
4. Click Workflows under Automation. 
5. Click +New Workflow.
6. Select Standard from the drop-down.
7. Enter or select the following details:
   1. Basic Information: Enter basic information for the workflow.
      1. Workflow Name: Enter a name for the workflow.
      2. Target Module: Select the Cases module from the drop-down.
      3. Status: Check the checkbox next to the required status for the workflow.
      4. Description: Enter a brief description of the workflow.
   2. Workflow Trigger: Select trigger conditions for the workflow.
      1. Trigger Workflow On: Check the checkbox beside the required condition.
      2. Recurrence: Check the checkbox beside the required condition.
   3. Entry Criteria: Add the condition: Status is Closed. 
   4. Actions: Add the action for your workflow. 
      1. Add Action: Select the action as SMS Task.
         1.  Add Action for Workflow. SMS Task window appears.
      2. Enter the following details in the SMS Task window.
         1. Action Title: Enter a title for the action.
         2. Recipients: Add recipients based on criteria such as Contact Name.
         3. Add Fields: Select the required field from the drop-down. 
         4. SMS Text: Enter the required text message you want to send as bulk SMS messages.
   5. Click Save.​​​​​

The SMS alert is now active and will automatically notify customers when the Case status changes to Closed. 

To learn more about installing and configuring SMS Alert, click here.

Viewing SMS Records

You can view SMS records by navigating to Essentials > Conversations. The Conversations module lets you track all SMS communications and view detailed information about each message.

You can view SMS record information in the following views:

• List View: Displays all SMS records along with key details such as the recipient, message, and delivery status.
• Summary View: Provides an overview of the SMS conversation, including the activities associated with the message.
• Details View: Displays complete information about the selected SMS record. The Details View includes the following information:
  • Status Message: Displays the current delivery status or response received from the SMS service provider.
  • Message: Shows the content of the SMS that was sent or received.
  • Assigned To: Displays the user or group responsible for managing the SMS record.
  • SMS Campaign: Indicates the SMS campaign associated with the message, if applicable.
  • Related Contact/Lead: Displays the Contact or Lead record to whom the SMS was sent.

Troubleshooting Tips

The following are some common issues you may encounter while using SMS Messages: 

• SMS Not Sending: Missing or invalid phone number in the contact or lead record.
  • Ensure that the phone number field is populated with a valid number, including the country code.
  • The number should also be stored in the correct format expected by the SMS provider.
• SMS Gateway Not Configured Properly: Incomplete or incorrect integration settings for the SMS provider (e.g., Plivo, Twilio, Kaleyra).
  • Verify that the API key, sender ID, and other credentials are correctly entered in CRM Settings > SMS Provider.
  • Check provider documentation for the correct parameters.
• SMS Workflow Action Not Triggering: Incorrect workflow trigger or unmet entry conditions.
  • Ensure the workflow is set to trigger On Create or On Update and that the conditions match the target record.
  • Test the workflow manually with sample data.
• Duplicate SMS Sent: Multiple workflows or repeated updates triggering the SMS action multiple times.
  • Check for overlapping workflows and use conditions to avoid repeated triggers.
  • Add a custom field and update it after sending the message to prevent duplicates.
• SMS Message Content Missing or Incorrect: Template contains undefined field variables or placeholders.
  • Review the SMS template and make sure all variables like $(firstname) or $(phone) are correctly spelled and exist in the record.  

Limitations

The following limitations apply when using SMS messages in Vtiger CRM:

• Character Limit: SMS messages are typically limited to 160 characters per message. 
• Multimedia Content: SMS messages are primarily text-based and do not support multimedia content such as images, videos, or attachments. 
• Delivery Time: While SMS messages are generally delivered quickly, the exact delivery time can vary depending on factors such as recipient network availability and congestion.
• Opt-Out Management: Compliance with opt-out or unsubscribe requests from recipients is crucial when sending SMS messages. 
• Sender ID Limitations: The sender ID displayed on recipients' phones may be subject to restrictions imposed by mobile network operators or regulatory requirements.
• Network Limitations: SMS messages can be affected by network issues, such as network congestion or temporary outages..
• International SMS: When sending SMS messages internationally, it's important to consider potential variations in regulations, carrier restrictions, and message delivery reliability.
• Cost Considerations: Sending SMS messages through Vtiger CRM may incur costs, including message fees and potentially other charges based on the volume and types of messages sent. 

By understanding these limitations, you can effectively leverage SMS messages in Vtiger CRM while considering their constraints and potential alternatives.

References

• SMS Templates
• SMS Campaigns
• Merge Tags in SMS Templates
• Automation - SMS Reply Actions
• SMS Templates in Vtiger CRM
• Creating SMS Campaigns
• Configuring SMS Gateways in Vtiger

ICS SMS Integration SMS Templates in Vtiger CRM Merge Tags in SMS Templates Approvals for Inventory