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WhatsApp Integration With Clickatell

Integrating Vtiger CRM WhatsApp module with Clickatell to send WhatsApp messages
S
Shreya Kulkarni
27 Jul, 2026 - Updated  3 months ago

Feature Availability

Vtiger Editions: One Professional | One Enterprise | One AI

Introduction

Clickatell is an enterprise WhatsApp Business solution provider that enables secure, two-way conversations between businesses and their customers.
It allows organizations to deliver instant, reliable, and cost-effective messaging at scale, supporting high-value customer interactions.

With global reach and robust messaging capabilities, Clickatell helps businesses engage customers effectively across support, marketing, and sales use cases.

WhatsApp Integration with Clickatell for Vtiger CRM

WhatsApp Integration with Clickatell for Vtiger CRM helps you send and receive WhatsApp messages to and from your customers directly from the CRM screens. 
WhatsApp Integration with Clickatell is available for the following modules:

  • Cases
  • Contacts
  • Deals
  • Internal Tickets
  • Invoices
  • Leads
  • Organizations
  • Quotes
  • Vendors

Once Clickatell is integrated with the Vtiger WhatsApp module, you can manage WhatsApp messages via Vtiger CRM.

Note: In Vtiger CRM, only Admin users can configure WhatsApp Integration with Clickatell. Non-Admin users can only use the feature to send and receive messages.

Benefits of using WhatsApp Integration with Clickatell

The following are the benefits of using WhatsApp integration with Clickatell:

  • Manage customer WhatsApp conversations directly from Vtiger CRM. 
  • Create Leads, Contacts, Cases, or Deals from WhatsApp conversations. 
  • View complete WhatsApp conversation history within the related CRM record. 
  • Send approved WhatsApp message templates for notifications and follow-ups. 
  • Share images, documents, videos, and other supported attachments with customers 
  • Respond to customer queries instantly from within the CRM.

In this article, you will learn about:

  • Prerequisites for installing and using WhatsApp through Clickatell
  • Installing Clickatell
  • Configuring WhatsApp with Clickatell for Vtiger CRM
  • Sending WhatsApp messages from Vtiger CRM
  • Using Clickatell Templates with Vtiger CRM

Key Terminology 

Key Term Definition

API Key

An API key is a unique authentication code used to securely identify and authorize an application or user.

API Integration

API integration enables two applications to communicate and share data automatically without human intervention.

Incoming Callback URL

An Incoming Callback URL allows the WhatsApp provider to send incoming message notifications directly to the CRM.

Status Callback URL

A Status Callback URL allows the WhatsApp provider to send message status updates to the CRM automatically.

Clickatell Templates

Clickatell Templates are WhatsApp message templates created and managed in the Clickatell portal for sending business messages to customers.

Prerequisites

To integrate WhatsApp and use it with Vtiger CRM through Clickatell:

  •  You must have a business account with Clickatell. 
  •  Your business account with Clickatell should be Active.
  •  You must enable the WhatsApp Add-on in Vtiger CRM.

Installing the Clickatell Add-on

 To send WhatsApp messages using Clickatell from Vtiger CRM, you need to first install the Clickatell Add-on. 

Follow these steps to install the Clickatell Add-on: 

  1. Log in to the CRM.
  2. Click the User Menu.
  3. Click Settings. The Settings page opens.
  4. Look for Extensions.
  5. Click Add-ons on the bottom left corner of the screen.
  6. Look for the WhatsApp by Clickatell Add-on.
  7. Click Install.

A success message appears once the installation is complete. 

Configuring WhatsApp with Clickatell for Vtiger CRM

 Let us now learn how to configure WhatsApp with Clickatell for Vtiger CRM.

Note: Keep both the Clickatell and Vtiger CRM screens open as these steps require you to navigate back and forth between the Vtiger CRM screen and the Clickatell platform

Configuring WhatsApp via Clickatell requires you to do the following:

  • Step 1: Integrating WhatsApp via Clickatell
  • Step 2: Adding your WhatsApp number to Clickatell
  • Step 3: Integrating APIs and retrieving the API Key
  • Step 4: Adding API Key in Vtiger CRM


Step 1: Adding Clickatell as Vtiger CRM WhatsApp Provider

 Follow the steps below to integrate WhatsApp with Clickatell:

  1. Log in to the CRM.
  2. Click the main Menu.
  3. Click Essentials.
  4. Look for Conversations.
  5. Click WhatsApp.
  6. Click the Settings icon.
  7. Click Provider Configuration.
  8. Click +Add. The Add Configuration screen opens.  

 
  1. Enter or select the following details:
    1. Choose the Provider as Clickatell.
    2. Select Active input as Yes.
    3. Once you choose the Provider as Clickatell, the Status Callback and Incoming Callback URLs fields are displayed. 
    4. Copy the Status Callback and Incoming Callback URLs (to a Notepad or a document).

Now, go to Clickatell.

Step 2: Adding your WhatsApp number to Clickatell

On the Clickatell screen, you will have to set up WhatsApp, Test Phones, and API Integrations. You will be able to retrieve the API Key in the API Integrations section.

Note: Keep your Clickatell login credentials before you begin.

Follow these steps to create your Clickatell WhatsApp account.

  1. Log in to your Clickatell account. The Clickatell Homepage opens.
  1. Click WhatsApp. The WhatsApp screen opens.
  1. Click +Create New WhatsApp Account to create your Clickatell WhatsApp account on Clickatell. Clicking the same will take you to the New WhatsApp Account screen.

     

    1. Enter or select the following details:
      1. Company Name: Enter the name of your organization as registered with your business account. 
      2. Facebook Business Manager ID: Enter the unique Business Manager ID associated with your Meta Business account. 
      3. Company Location: Enter the country or region where your business is located. 
      4. Industry: Select the industry category that best describes your business. 

    After WhatsApp approves your WhatsApp Application, your Clickatell WhatsApp account will be displayed on the My WhatsApp Accounts screen
    ​
    To find your Clickatell WhatsApp account, follow these steps:

    1. Log in to your Clickatell account. The Clickatell Homepage opens.
    2. Click WhatsApp. The My WhatsApp Accounts screen.

    You can find your Clickatell WhatsApp account here.


    If you already have a Clickatell WhatsApp account, click it.
    Follow these steps to add a Test Phone:

    1. Log in to your Clickatell account
    2. Click Test Phones on the Homepage. The Test Phones screen opens.
     
    1.  Choose your desired Country Code.
    2. Enter the Phone Number. 
    1. Click Add to add a test phone. The entered phone number will now be available in the My Test Phones list view.

    With this, you can send and receive WhatsApp Messages on the Phone Number you have added.

    Step 3: Integrate APIs and retrieve the API Key

    Follow these steps for API Integrations and retrieving the API Key:

    1. Log in to your Clickatell account.
    2. Click WhatsApp on the Homepage. The WhatsApp screen opens.
    3. Under My WhatsApp Accounts, click on your WhatsApp Account for API Integrations and retrieve the API Key.
     
    1. You can set up an API for your account here. Under One API Details, choose Setup Type as Sandbox if you are testing and Production if you want to start using WhatsApp. 
    1. Under API Settings and Reply Callbacks, paste the Incoming Callback URL in the Enter target address field. 
    2. Under Enable Delivery Notifications, paste the Status Callback URL in the Enter target address field.
     
    1.  Click Next. The API Details & Test Phones screen opens, where you will find the API Key in the One API Details section. 
     
    1.  Click Copy to copy the API Key.
    2. Click Next. The New WhatsApp Account screen, which will allow Clickatell to send WhatsApp messages to your customers directly.
    3. Click Skip to proceed with sending WhatsApp messages from the CRM. 
    1. If the WhatsApp number was successfully added to your Clickatell account, a confirmation message is displayed on the screen.
    1.  Click Done for Now. 

    Now, return to Vtiger CRM.

     Step 4: Adding API Key in Vtiger CRM

    Follow these steps to add the API Key (you copied from the Clickatell screen):

    1. Log in to the CRM.
    2. Click the main Menu.
    3. Click Essentials.
    4. Look for Conversations.
    5. Click WhatsApp.
    6. Click the Settings icon.
    7. Click Provider Configuration.
    8. Click +Add. The Add Configuration pop-up opens. 

    1.  Paste the API Key in the API Key section.
    2. Click Save.  
     

    Clickatell will now appear in the Providers list,

    Displaying WhatsApp - Clickatell Records

     

     You can view all WhatsApp records in the WhatsApp List View.
    Follow these steps below to view the WhatsApp Clickatell records:

    1. Log in to the CRM.
    2. Click the main Menu.
    3. Go to Essentials.
    4. Click WhatsApp. The WhatsApp module opens.
    5. Select Clickatell in the Source field to view WhatsApp records with Clickatell as the service provider. 
    6. Click on a record to view its details.   
     

    The Details View displays all the details associated with the Clickatell WhatsApp record.

    Sending WhatsApp Messages from Vtiger CRM 

     With the Clickatell WhatsApp integration, you can send WhatsApp messages:

    • From both the Vtiger CRM web application and the Vtiger CRM Mobile app.
    • Across all modules where the WhatsApp Integration feature is available.
    • Using Clickatell WhatsApp Templates to initiate conversations with customers.
    • Send personalized replies within the 24-hour messaging window after a customer responds.
    • From both the List View and the Summary View of related modules.

    Let us see how. 

    Sending WhatsApp messages from List View 

     Here, let us consider the Contacts module. 

    Follow these steps to send WhatsApp messages via Clickatell: 

    1. Log in to the CRM.
    2. Click the main Menu.
    3. Click Essentials.
    4. Look for Lead & Contact Management.
    5. Click Contacts.
    6. Hover over the desired Contact record to whom you want to send the message.
    ​
    ​
    1. Click WhatsApp from the options that are displayed. The Send WhatsApp Message window opens. 
     
     
    1. Choose the appropriate Phone Number.
    2. Select the required WhatsApp Template 
      1. Attach files if needed.
      2. Note: Approved WhatsApp templates saved in the WhatsApp Template module are displayed here.
    3. Click Send.

    The message will be sent to the selected Contact.

    Viewing WhatsApp Messages 

    You can view WhatsApp messages in the Details View of a Contact record.

     

    The Activity section displays WhatsApp messages and different delivery statuses such as Delivered, Failed, and Read.

    Sending WhatsApp messages from the Summary View 

    Note: You can only send WhatsApp messages via record Summary View after the customer responds. You can use this section to reply and continue the WhatsApp conversations.

     Follow these steps to continue WhatsApp conversations from the record Summary view.

    1. Log in to the CRM.
    2. Click the main Menu.
    3. Click Essentials.
    4. Look for Lead & Contact Management.
    5. Click Contacts.
    6. Click the Contact record to whom you want to reply
    7. Click WhatsApp. 

    You can reply to and continue personalized or non-personalized WhatsApp conversations using the input box provided. You can also make voice calls, attach images and videos, and send WhatsApp templates using the options available in the input box.

    Note: You will not be able to send personalized messages outside a 24-hour session.

    Checking the Message Delivery Status of WhatsApp Messages

    Once you have sent a message on WhatsApp, you can check its status by heading to the WhatsApp Information section. 

    Here, you can view the API Response and Failed Reason. If your message wasn't successfully delivered, the API Response field will display authentication failed. The Failed Reason field will also provide more information about why the message was not sent.

    Using Clickatell WhatsApp Templates with Vtiger CRM

      When using Clickatell as your WhatsApp service provider in Vtiger CRM, you can send WhatsApp messages only through Clickatell WhatsApp Templates that you have created in Clickatell and that have been approved by WhatsApp.

    Follow these steps to create Clickatell Templates on Clickatell:

    1. Log in to your Clickatell account.
    2. Click WhatsApp. The My WhatsApp Accounts screen opens.
    3. Look for Message Templates.  
     
    1. Click Add New Template. The New Message Template screen opens.
    1. Enter or select the following information in the Template Details section:
      1. Template name
      2. Select category
      3. Select language
    2. In the Template Content section, type in your WhatsApp Message content as per the rules mentioned.
      1. Choose the required Header, Footer, and Buttons options.
    3. Click Submit.

    The Templates screen will display your newly created Clickatell WhatsApp Template under Message Templates.

    ​​​​​The Clickatell WhatsApp Template you created must be approved by WhatsApp before it can be used. Once the template is approved, copy its approved template body.

    Go back to Vtiger CRM.

    Follow the steps below to use the Clickatell WhatsApp Template on Vtiger CRM:

    1. Log in to the CRM.
    2. Click the main Menu.
    3. Click Marketing.
    4. Look for Marketing Enablement.
    5. Click WhatsApp Templates.
    6. Click +Add Template. The Create WhatsApp Template page opens.
     
    1.  Enter or select the following information:
      1. Content: Paste the copied Clickatell WhatsApp Template Body in the Content section.
      2. Template Name: Provide a name to the Clickatell WhatsApp Template. Note: The Clickatell WhatsApp Template names provided here are the Select WhatsApp Template dropdown list on the Contacts module.
      3. Assigned to: Creator of the Template.
      4. Module: The only desired modules where you want the specific Clickatell WhatsApp Templates to be available.
      5. Merge Field: The selected fields will display and be added to the Clickatell WhatsApp Template Content. Note: The field’s data selected here will, by default, appear in the Contacts module> Send WhatsApp Message> Message Body section.
    2. Click Save.

    You have now successfully created the Clickatell WhatsApp Template on Vtiger CRM.

    You can view the Clickatell WhatsApp Template record you created in the List View of the WhatsApp Template module. 

    WhatsApp opt-in settings for Clickatell 

    The WhatsApp Opt-in field is available in selected CRM module records under Basic Information in both the Summary View and Details View. It allows you to manage a customer's WhatsApp messaging preferences and determine whether they can send and receive WhatsApp messages through the Clickatell integration.

    You can select the following WhatsApp opt-in options for your Contacts, Leads, Organizations and Vendors based on your preferences:

    • User opted out: It lets you receive incoming messages and does not let you send outgoing messages from WhatsApp using Clickatell
    • Single opt-in: It lets you send outgoing messages and receive incoming messages from WhatsApp using Clickatell.
    • None: It lets you send outgoing messages and receive incoming messages from WhatsApp using Clickatell.

    The WhatsApp opt-in options are available for the following modules:

    • Contacts
    • Leads
    • Organization
    • Vendors

    Follow these steps to select a WhatsApp opt-in option while creating or editing a record for a Contact, Lead, Organization, or Vendor:

    Note: For instance, we have considered the Contacts module, you can go to any module mentioned above.

    1. Log in to the CRM.
    2. Click the main Menu.
    3. Click Essentials.
    4. Look for Lead & Contact Management.
    5. Select Contacts. The Contacts List View opens.
    6. Click +Add Contact.

    or

    1. Select a Contact record.
    2. Go to the Details View of the record.
    3. Go to Basic Information.
    4. Look for the WhatsApp opt-in field.
    5. Select a suitable WhatsApp opt-in option.

    You have now successfully selected a WhatsApp opt-in option for a contact in CRM.

    Note:     WhatsApp opt-in options are available for all WhatsApp providers integrated with Vtiger CRM.

    Disabling WhatsApp Integration With Clickatell

      Admin users can disable WhatsApp Integration with Clickatell in Vtiger CRM by disabling the Clickatell Add-on.

    Follow these steps to disable the Clickatell feature:

    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 Module Management.
    5. Click Modules.
    6. Uncheck WhatsApp by Clickatell.
    A success message is displayed once you uncheck the WhatsApp by Clickatell Add-on.
          

    After you disable the Clickatell extension, the Clickatell option will no longer be visible.

    References

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