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Feature Availability 

Vtiger Editions: One Professional | One Enterprise | One AI

Introduction

Wablas is an API gateway interface that offers WhatsApp API services for businesses. It provides the Wablas Inbox, which enables you to use a single WhatsApp number for multi-device and agent interactions, allowing you to communicate with clients simultaneously. This sends timely messages, notifications, schedulers, reminders, and tracking facilities. Wablas provides various features for easy customer interaction, such as WhatsApp rotator,  auto-responder, multi-agents, closing greetings, live chats, auto-reply, etc. 

WhatsApp Integration with Wablas for Vtiger CRM

WhatsApp Integration with Wablas for Vtiger CRM helps you send and receive WhatsApp messages directly from the CRM screens. Once Wablas is integrated with the Vtiger WhatsApp module, you can carry out WhatsApp conversations via Vtiger CRM or a Mobile Phone. To integrate Wablas and use it with Vtiger CRM WhatsApp, you must:

•  Have an active subscribed business account with Wablas. 
•  Enable the Wablas Add-on in Vtiger CRM.

To activate Wablas for WhatsApp on your phone, log in to your Wablas account > Device > your device > Scan QR Code.
Note: In Vtiger CRM:

• Only Admin users can configure WhatsApp Integration with Wablas. 
• Non-Admin users can use the feature to send and receive messages.

To learn more about the WhatsApp integration in Vtiger CRM, click here. 

Benefits

The benefits of integrating WhatsApp and Wablas with Vtiger are:

• Helps you reduce incoming calls and e-mail volumes by efficiently assisting over chat platforms.
• Enhances customer relationships by allowing personalized messages that build trust and affinity.
• Helps you to simultaneously serve and engage with a wide range of customers.
• Reduces development dependencies, making way for easy-to-set-up APIs and messaging campaigns.

Installing the Wablas Add-on

To use WhatsApp Integration with Wablas, Admin users need to first install the Wablas add-on. 

Follow these steps to install the Wablas Add-on:

1. Log in to the CRM. 
2. Click the Main Menu.
3. Click Add-ons.
4. Browse Wablas.
5. Click Install.
6. Click Yes to confirm the installation.

Once you have successfully installed the Wablas add-on, it will be available as a WhatsApp service provider in Vtiger CRM. 

Integrating WhatsApp with Wablas

In this section, let us learn how to integrate WhatsApp and Wablas with Vtiger CRM.
Integrating and using Wablas with WhatsApp and Vtiger CRM requires the following steps: 

• Step 1: Retrieving the API Key
• Step 2: Configuring Wablas in Vtiger CRM
• Step 3: Adding Status and Incoming Callback URLs to Wablas

Note: 

• This process requires you to navigate between Vtiger CRM, Vtiger CRM, and Wablas screens. Please keep all the screens open in either separate tabs or windows.
• Keep your Wablas and WhatsApp login credentials with you before you begin.

Step 1: Retrieving the API Key 

Follow these steps to retrieve the API Key:

1. Log in to your Wablas account. The dashboard opens.
2. Click Device in the left panel. The List Device window displays the devices that are linked to your Wablas account.
3. Select your device (account).
4. Under Action, click 3 dots.
5. Click Setting.  
6. Under API Keys, copy the API Key to a notepad or a document.

Note: Do not close the Wablas screen.

Step 2: Configuring Wablas in Vtiger CRM

Note: Log in to Vtiger CRM in a separate tab.
Follow these steps to configure Wablas with Vtiger:

7. Log in to the CRM.
8. Click the Main Menu.
9. Click Essentials.
10. Look for Conversations.
11. Click WhatsApp.
12. Click +Add. The Add Configuration window opens.  
13. Enter or select the following information:
    1. Provider - Wablas.
    2. Active - Yes.
    3. API Key - Paste the API Key you copied from the Wablas screen.
    4. From Number - Add the WhatsApp number that you have registered with Wablas.
    5. Copy the following URLs to a Notepad or a document:
       1. Status Callback
       2. Incoming Callback 
14. Click Save.

Note: Do not close the Vtiger screen.

Step 3: Adding Status and Incoming Callback URLs to Wablas

Note: This step requires you to add information in the Wablas screen.
Follow these steps to add Status and Incoming Callback URLs to Wablas:

15. Log in to your Wablas account. 
16. Click Device in the left panel. The List Device window displays the devices that are linked to your Wablas account.
17. Select your device (account).
18. Under Action, click 3 dots.
19. Click Setting. 
20. Paste the following copied URLs in the fields below:
    1. URL Webhook - Incoming Callback
    2. Tracking URL - Status Callback
21. Click Save.

If you have successfully integrated Wablas and WhatsApp with Vtiger CRM, Wablas will be listed as a service provider in the CRM. 
Note: The image, audio, and video files sent via WhatsApp Messages using Wablas should not exceed 2 MB.  

Sending WhatsApp Messages from Module List Views

You can send WhatsApp messages via Wablas from all the modules where the WhatsApp feature is available. All the messages you send need to be approved by WhatsApp. In this instance, let us consider the Contacts module List View. 
Follow these steps to send WhatsApp messages from List 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. Hover the mouse on a record.
7. Click WhatsApp. The Send WhatsApp Message window opens.
8. Enter or select the following information:
   1. Phone Number - Customer’s phone number.
   2. Select WhatsApp Template - Choose a WhatsApp template.
   3. Or
   4. Message - Type the WhatsApp message to be delivered to the customer. 
   5. Attach Files - Attach files if needed.
   6. Note: WhatsApp templates saved in the WhatsApp Template module are displayed here. To know more about WhatsApp integration with Vtiger CRM, click here.
   7. Attach Files - Attach files if needed.
9. Click Send.

Note: The image, audio, and video files sent via WhatsApp Messages using Wablas should not exceed 2 MB.

Sending WhatsApp Messages from Module Summary Views 

Follow these steps to send WhatsApp messages from the 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. The List View opens.
6. Select and click a record from which you want to send a message. The Summary View opens.
7. Scroll down the widget bar and click WhatsApp. The WhatsApp messaging input box opens.
8. You can send, receive, reply, and continue personalized/non-personalized WhatsApp conversations in the input box provided.
   1. You can also make voice calls, attach images, videos, etc., or send WhatsApp Templates by clicking the options available in the input box.

Viewing WhatsApp-Wablas Records in the CRM

Records are created in the CRM for every WhatsApp message you send or receive using Wablas. You can view these records from the WhatsApp module, or related modules.

Viewing WhatsApp Records from the WhatsApp module

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

1. Log in to your CRM account.
2. Click the main Menu.
3. Click Essentials.
4. Look for Conversations.
5. Click WhatsApp. The WhatsApp page opens.
   1. Notes: The List View is the best view you can use to see a list of records.
6. In the Source field, type the name of the WhatsApp provider.
7. Hit Search or Enter. WhatsApp records for the specified service provider are displayed.
8. Click on a record to view its details.  

Viewing WhatsApp Conversations from a related module

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

Viewing WhatsApp Conversations from the Summary View > Activity section

Follow these steps to view WhatsApp records from the Summary View > Activity section:

1. Log in to your CRM account.
2. Go to the module from where you have initiated the WhatsApp conversation.
3. Click the customer record. The Summary View opens.
4. Scroll down to the Activity section.

Under Activities, you can view the WhatsApp conversation with delivery statuses Delivered, Failed, and Read.

Viewing WhatsApp Conversations from the Summary View > Widget

 Follow these steps to view WhatsApp records from the Summary View > Widget:

1. Log in to your CRM account.
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.

You can view the WhatsApp conversation.