Facebook Integration with Live Chats WhatsApp Personal Number Integration with Vtiger CRM WhatsApp Integration with IMI Mobile WhatsApp Integration With Clickatell WhatsApp Integration with Wablas WhatsApp Integration with Gupshup WhatsApp Integration with Pinnacle WhatsApp Integration with Twilio Twitter Integration with Vtiger Social Facebook Account Integration with Vtiger Social Google My Business Account Integration with the Social Module Instagram Integration with Vtiger Social Facebook Lead Ad Forms Integration Integrating Vtiger Webforms with WordPress

Feature Availability

Vtiger Editions: One Pilot | One Growth | One Professional | One Enterprise | One AI

Introduction 

WhatsApp is one of the most widely used communication platforms globally, especially in India, where it is extensively used for both personal and business interactions.

With WhatsApp CRM integration, you can streamline interactions by sending automated messages, notifications, and personalized communication. This makes it a powerful and effective channel for engaging with customers and managing conversations efficiently.

WhatsApp Integration with Vtiger CRM

With WhatsApp integrated in Vtiger CRM, you can:

• Send messages directly from the CRM.
• Receive notifications and personalized template-based messages.
• Track conversations and customer interactions from a central location - the CRM.

WhatsApp Messaging from Different CRM Modules

In Vtiger CRM, the WhatsApp messaging feature is available by default for the following modules:

• Cases

• Contacts 
• Deals
• Internal Tickets
• Invoice
• Leads
• Organizations
• PhoneCalls
• Quotes
• Services
• Vendors

Note: WhatsApp messaging can be availed for any module, including custom modules, by creating a relationship with the Contact module. To learn more about creating a relationship with the Contact module, click here. For example, if you want to use the WhatsApp feature in the Products module, you will need to create a One-to-One, One-to-Many, or Many-to-One relationship with the Contact module.

Key Features

The following are the key features of using WhatsApp:

• Send and receive WhatsApp messages to and from your contacts directly from the CRM.
• Send WhatsApp messages in the form of notifications, alerts, approvals, and standard messages.
• Use customizable templates to create custom messages. Customize your messages and relate them to different modules in the CRM.
• Attach relevant documents like invoices and quotes along with your messages.
• Manage and track your messages. Check message status, view details, etc.
• Create workflows for automated messages.

Service Providers for Integrating WhatsApp

You can integrate your WhatsApp account with Vtiger CRM, along with a service gateway or provider to send messages. You can send messages only when these intermediate gateways are configured in the CRM. You can configure the following service providers for WhatsApp in Vtiger CRM:

• Ampala
• Clickatell
• Gupshup
• IMI Mobile
• Pinnacle
• Twilio
• Wablas
• Wati

Requirements
Before configuring WhatsApp in Vtiger CRM, ensure the following steps are completed on Facebook and WhatsApp Platforms:

• Create a business account in Meta Business Manager
• Create a WhatsApp Business Account (WABA)
• Add and verify your phone number
• Configure WhatsApp with a service provider

Benefits of WhatsApp Integration

The benefits of integrating WhatsApp with Vtiger are:

• Create a superior customer experience: Use images, videos, and hyperlinks to create smart and engaging conversations.
• Connect with people globally where they already are: Maximize your outreach by connecting with global customers.
• Enable two-sided conversations: Use customizable templates and themes to build high-converting and conversational campaigns.
• Message privately and securely: Send end-to-end encrypted messages. Send OTPs and other time-critical messages directly from CRM.

In this article, you will learn about: 

• Configuring and Setting Up WhatsApp
• Installing WhatsApp in Vtiger CRM
• Using WhatsApp through Vtiger CRM
• Views in the WhatsApp module
• WhatsApp opt-in/opt-out setting

Key Terminology

Installing WhatsApp

WhatsApp is not available by default in your CRM. You will need to install it from the Add-ons section.

Follow these steps to install WhatsApp:

1. Log in to the CRM.
2. Click the User Menu in the top left corner of the screen.
3. Click Settings. The Settings page opens.
4. Go to the Extensions section.
5. Select Add-ons under the Extensions section.                              
6. Type WhatsApp in the search bar.
7. Click Install.

The WhatsApp module will be available under Essentials > Conversations.

Configuring WhatsApp in Vtiger CRM

To configure WhatsApp in Vtiger, we will use the Pinnacle gateway as an example. 

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

1. Log in to the CRM.
2. Click the main Menu.
3. Go to Essentials > Conversations.
4. Select WhatsApp. The WhatsApp module opens.
5. Click Settings. The Settings page opens.
6. Select Provider Configuration from the drop-down.
7. Click +Add. The Add Configuration window opens.
8. Enter or select the following information to configure the Pinnacle in the WhatsApp module:
   1. Provider Name: Enter Pinnacle or a custom name to identify the configuration.
   2. Active: Enable Yes to activate the configuration.
   3. Default Provider: Enable Yes to set as the default provider if needed.
   4. API Key: Enter the API key shared by the Pinnacle team.
   5. From Number: Enter the phone number used during account creation.
   6. Status Callback: It is automatically generated and used for status updates.
   7. Incoming Callback: It is automatically generated and used for return calls.
9. Click Save. 

Note: The following are auto-generated once you click Save.

• WABA ID: The ID is auto-generated once the API Key and From Number are saved.
• Phone Number ID: The ID is auto-generated once the API Key and From Number are saved. 

 Upon saving the Pinnacle configuration, the webhook settings are also configured. 

To learn more about WhatsApp integration with Pinnacle, click here.

After the configuration, Pinnacle will be available in the WhatsApp > Settings > Provider Configuration screen as a provider.

Accessing the WhatsApp Module

Follow these steps to access the WhatsApp module

1. Log in to the CRM.
2. Click the main Menu.
3. Go to Essentials.
4. Select WhatsApp under Conversations.

A List View of WhatsApp records opens.

Actions in a WhatsApp Record

Once you select a record from the ListView, you will be able to see the summary view of that particular record.

The following actions can be performed on the WhatsApp record:

• Follow: You can follow a record by clicking on the star icon.
• Tags: You can add tags to that particular record by clicking on the ‘+Add’ icon.
• Open in New tab: You can open the record in a new tab by clicking this icon.
• Copy Link: You can click on this icon to copy the link.
• More: Click on the icon to see the attached documents.                                                                                                                                                    

Actions on Documents

When you click on the More icon, you will find documents.

Follow these steps to perform actions on documents:

1. Log in to the CRM.
2. Click the main Menu.
3. Go to Essentials > Conversations.
4. Click WhatsApp. The WhatsApp module opens.
5. Select a WhatsApp record. The Summary View of the record opens.
6. Click on the More Icon.
7. Select Documents. A What do you want to do window will appear.
8. Click Select Documents. A document window will open where you can find a list of documents.
9. Click on a record. The record will appear on the main page of that particular record.
10. When you hover over that record, you will see the following options that can be performed on that record
    1. Print
    2. Preview
    3. Share
    4. Download
    5. Edit
    6. Unlink
11. Link Document: You can link documents with one another.
12. Add Document: You can create a new document or upload a file.
13. Record List: Displays a list of documents.

Using WhatsApp in Vtiger CRM

WhatsApp Templates

WhatsApp template messages are pre-written, pre-approved messages that are sent by businesses to opted-in customers via the WhatsApp API. Some of the examples include confirmations, delivery updates, and support-related automatic replies.

Creating and setting up standard message templates in Vtiger CRM is a two-step process.

• First, create a standard message template in your service provider instance and get it approved by WhatsApp for use in your CRM.
• Secondly, use standard approved templates when you have to send the message within 24 hrs.

Let us see an example of creating WhatsApp Message templates with Twilio as the service provider.
Step 1: Setting up a standard message on the Twilio Console.

Follow these steps to add standard message templates on the Twilio console and get them approved by WhatsApp:

1. Log in to the Twilio website using your Twilio credentials.
2. Click on Messaging.
3. Click on Senders.
4. Click on the WhatsApp Templates.
5. Go to the WhatsApp Message Templates section on the right-hand side.
6. Click New Message Template.
7. A Submit a New Message Template section will appear. Update the details here.
   1. Type the required message in the General Information and  Message Template section so that WhatsApp approves it.
8. Click Submit Message Template.
9. The WhatsApp Message Templates section displays approved templates.
10. The Message Template Status column will display the templates approved and rejected by WhatsApp.
11. Copy the approved message you created and paste it into the WhatsApp template record in the CRM.

Step 2: Creating a WhatsApp template in the CRM (for the approved message).

 Note: Copy the approved message from the Twilio console and keep it ready.

Follow these steps to create standard message templates:

1. Log in to the CRM.
2. Click the main Menu.
3. Go to Tools.
4. Click on the WhatsApp Templates option.
5. Click on the +Add Template button.
6. Enter or select the following details in the Create WhatsApp Template window:
   1. Message Textbox on the left: We can create our template for all the modules. The standard message displays certain numbers in brackets. Replace these numbers with actual merge tags in the template.
   2. The fields on the right side of the window: 
      1. Template Name - Enter the name of the template. The message textbox on the left displays standard messages along with numbers in brackets. Replace these numbers with merge fields.
      2. Assigned To - Select the employee to whom the template is assigned.
      3. Module - The module to which the template is attached. For example, you can create templates for Invoices or Deals and so on.
      4. Merge Fields - You can select and add standard merge fields. From this section. For example, you can choose salutations, phone numbers, primary email addresses, etc., and they will appear in the message textbox.
7. Click Save.

From the Summary View of a record

Follow these steps to send a WhatsApp message from the Summary View of your CRM.

1. Log in to the CRM.
2. Click the main Menu.
3. Go to Essentials > Contacts. A List View of the Contact record opens.
4. Select a Contact record to which you want to send a WhatsApp message.
5. Click on the More option. 
6. Under the Reach Out Now option.
7. Click the WhatsApp option.
8. Enter or select the following in the Send WhatsApp Message window: 
   1. Phone Number - Select a phone number to send the WhatsApp message. Note: The number has to be a mobile number installed with WhatsApp to receive and send messages
   2. Select WhatsApp Template - Select a message template if you want to send a standard message. This is optional.
   3. Message window - Type your message in the textbox.
      1. Make your message fun: You can include emojis in your message by clicking the emoji icon in the top right corner of the textbox.
      2. Don't forget a document: You can upload documents along with your message by clicking the Attach Files link. The maximum size of a document is limited to 16 MB.
9. Click Send.

Saving Customer WhatsApp Responses

You can now save customer interactions from their responses to your WhatsApp messages directly in the CRM. For example;

• If your WhatsApp message is a feedback query, the customer's response will be automatically recorded in the CRM. This ensures that feedback data is centralized and easily accessible.
• When your message pertains to a task, case, or ticket, and you request specific details from the customer, their replies will now be automatically linked to the corresponding record in the CRM.

This functionality is enabled by a new custom field, Reply Message, introduced in the WhatsApp module. 

• When a customer replies to your WhatsApp message, the API checks for a Reply Context ID in the incoming message.
• If the Reply Context ID matches the Message ID of your original WhatsApp message, the Reply Message field is updated automatically.

Receiving WhatsApp Messages in Vtiger CRM

You can view incoming WhatsApp messages directly within Vtiger CRM through alerts and notifications. When a new message is received, a notification appears in the CRM. 

Clicking the notification takes you to the related Contact’s chat view or the Live Chat window, where you can read the message and respond immediately. 

Views in the WhatsApp module

The following views are available in the WhatsApp module:

• List View
• Kanban View
• Calendar View
• Summary View

Status of WhatsApp Messages

 WhatsApp messages are visible in the following statuses in the List View: 

• Received
• Sent
• Delivered
• Read
• Queued
• Undelivered 

Summary View of the WhatsApp module

When you click on a record from the List View, you can see the Summary View of that record. Here, when you click on the More option in the right corner, a drop-down menu will appear. You can select WhatsApp under the Reach Out Now section.

When you click on a record, you will be able to see the Summary view of that particular record. 
When you select the TouchPoints tab next to Filters, you will find the following information regarding that record:

• Events
• Portal
• Documents
• Email Campaigns
• Emails
• Cases
• Phone Calls
• SMS Messages

When you select the SMS messages tab, you can find dispatched and failed messages against the count of each category.

   

WhatsApp opt-in settings

Opt-in/Opt-out

WhatsApp opt-in is the agreement of your lead or client to receive messages and notifications from your business via WhatsApp.

An opt-in cannot happen via WhatsApp. That is, users must provide you with their number via another 3rd-party channel your business uses (website, app, email, SMS, etc.). You must obtain an opt-in before you engage with customers via the messaging app. It’s your responsibility to store your opt-ins and ensure that users are only receiving what they signed up for.

Opting out of information sharing does not appear to be conceivable, but rather WhatsApp is putting forth a partial opt-out — particularly for Facebook promotion and product-related purposes.

The WhatsApp opt-in is a field available in a few CRM module records under Basic Information > WhatsApp opt-in in the Summary View and Detailed View. It provides WhatsApp opt-in options. WhatsApp opt-in options are WhatsApp messaging options available for sending and receiving WhatsApp messages. 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.
• Single opt-in:  It lets you send outgoing messages and receive incoming messages from WhatsApp.
• None:  It lets you send outgoing messages and receive incoming messages from WhatsApp.

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.
6. Click +Add Contact.

or

7. Select a Contact record.
8. Go to the Summary View or Detailed View of the record.
9. Go to Basic Information.
10. Look for the WhatsApp opt-in field. Select a suitable WhatsApp opt-in option.

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

Note:

• The WhatsApp opt-in options are available for all the WhatsApp providers Vtiger CRM is integrated with.
• The Timezone field can be configured to show date and time information based on the Contact’s time zone rather than the assigned user’s time zone.

Why is Opt-in/Opt-out important?

Opt-in compliance serves as a solid foundation for improving email campaign performance and ensuring compliance with global privacy laws. We become better senders when we learn how the underlying infrastructure works and how we are affected by its rules.

Besides the fact that an Opt-out button is a must, the option serves your business well. It shows your contacts you value your interaction with them – Giving them the option to opt out of your newsletters and emails whenever they choose, avoiding the invasion of space. With this empathetic-like gesture, your readers can feel comforted.

Viewing WhatsApp Records

Once you send or receive a WhatsApp message, you can view it from the:

• WhatsApp module, or
• Related module

Viewing WhatsApp Records from the WhatsApp module

Follow these steps to view WhatsApp records from the WhatsApp module:

1. Log in to the CRM.
2. Click the main Menu.
3. Click Essentials.
4. Look for Conversations.
5. Click WhatsApp. You can view all WhatsApp records in the List View.
6. In the Source field, type the name of the WhatsApp provider.
7. Hit Search or Enter.
8. WhatsApp records for the specified WhatsApp provider are displayed.
9. Click on a record to view its details.  

Viewing WhatsApp Records from a module

You can view WhatsApp conversations from the module where you have initiated them.

Follow these steps to view WhatsApp records from a module:

1. Log in to the CRM.
2. Go to the module from where you have initiated the WhatsApp conversation.
3. Click the customer record. The Summary View opens.
4. Under Activities, you can view the WhatsApp conversation with delivery statuses Delivered, Failed, and Read.

Or

1. Log in to the CRM.
2. Go to the module from where you have initiated the WhatsApp conversation.
3. Click the customer record. The Summary View opens.
4. In the Widget View, click WhatsApp.
5. You can view the WhatsApp conversation.