Feature Availability 

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

Introduction

Kaleyra SMS Connector is a cloud-based platform that enables businesses to send and receive SMS messages to customers and clients worldwide. It allows companies to send their customers personalized messages, alerts, notifications, and promotional offers via SMS.

Kaleyra Integration with Vtiger CRM

Kaleyra's integration with Vtiger CRM enables businesses to seamlessly incorporate SMS communication into their customer relationship management processes. Kaleyra offers various services such as: 

• Global Reach
• Two-Way Messaging
• SMS APIs and Integrations
• Personalization and Templates
• Analytics and Reporting
• Automation and Scheduling
• Regulatory Compliance
• Developer-friendly Tools

Benefits of Integrating Kaleyra with Vtiger CRM

The benefits of Kaleyra with Vtiger CRM integration are:

• Send SMS directly from Vtiger CRM without logging in to the Kaleyra portal.
• Leverage SMS templates with merge tags to personalize messages using CRM data.
• Automate SMS notifications using workflows for events such as lead assignment, appointment reminders, order updates, and follow-ups.
• Maintain a complete SMS history by storing all sent messages against the corresponding CRM records.
• Send bulk SMS campaigns to Contacts, Leads, and Organizations directly from Vtiger using Kaleyra's messaging infrastructure.

In this article, you will learn about:

• Installing the Kaleyra add-on
• Creating an API key on Kaleyra
• Viewing the API key and Security Identifier
• Creating a Sender ID on Kaleyra
• Creating an SMS template in Kaleyra
• Adding Kaleyra SMS Provider in Vtiger CRM
• Sending an SMS using Kaleyra

Key Terminology

Integrating Kaleyra with Vtiger CRM

The integration requires you to do the following:

• Step 1: Installing the Kaleyra Add-on in Vtiger CRM
• Step 2: Creating an API key on Kaleyra
• Step 3: Creating a Sender ID on Kaleyra
• Step 4: Creating an SMS Template in Kaleyra
• Step 5: Adding Kaleyra as an SMS Provider

Note: Keep both tabs open as these steps require you to move back and forth between Vtiger CRM and the SMS Gateway Center website.

Step 1: Installing the Kaleyra Add-on in Vtiger CRM

To send SMS through Kaleyra, you must install the Kaleyra Add-on.

Follow these steps to install the Kaleyra Add-on:

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

A success message appears after the installation is done. You can find the Kaleyra SMS provider under SMS Provider configuration on the settings page

Step 2: Creating an API key on Kaleyra

To integrate Kaleyra with Vtiger CRM, you must create an API key in your Kaleyra account.

Follow these steps to create an API key in your Kaleyra account:

1. Log in to your Kaleyra account.
2. Click Developers on the sidebar.
3. Click the API Keys tab.
4. Click Generate API Key. The Create API window opens.
5. Enter or select the following information:
   1. API Name: Enter a name for the API.
   2. Whitelist IP Addresses: Enter the IP addresses to be whitelisted on Kaleyra by separating them with a comma or selecting one of the preconfigured IP configurations from the Select IP Config drop-down. (Optional)
6. Click Save.

Viewing API Key and Security Identifier

 Follow these steps to view the API key and Security Identifier (SID) on Kaleyra:

1. Log in to your Kaleyra account.
2. Click Developers on the sidebar. The API Keys page appears.
3. Hover over the required API key and click the More icon.
4. Click Edit.
5. Copy the API Key and SID. You will need this information while adding the Kaleyra SMS provider in Vtiger CRM. 

Step 3: Creating a Sender ID on Kaleyra

To integrate Kaleyra with Vtiger CRM, you must create a Sender ID in your Kaleyra account. The Sender ID needs to be approved or verified by Kaleyra.

Follow these steps to create a Sender ID on Kaleyra:

1. Log in to your Kaleyra account.
2. Click Channels on the sidebar.
3. Click Manage in the SMS section.
4. Click the Sender ID tab. The Sender ID page appears.
5. Click Apply for Sender ID. The Apply for a Sender ID page appears.
6. Enter or select the following information:
   1. Country: Select your country from the drop-down.
   2. Name the Sender ID: Enter a unique, alphanumeric sender ID.
   3. Description: Enter a description of the sender.
   4. Entity ID: Enter the entity ID (applicable only to Indian customers).
   5. Attach Supporting Documents: Upload a document to associate the Sender ID with your ID proof.
   6. Click Save. The Sender ID is now sent for approval. 

Once the Sender ID is approved, you will be notified, and the Sender ID will be ready to use. Copy the Sender ID to Notepad. You will need it while adding Kaleyra as an SMS provider in Vtiger CRM.

Step 4: Creating an SMS Template in Kaleyra

You can only send SMS messages through the Kaleyra service provider using SMS templates.

Note: Kaleyra needs to approve your SMS templates before you can use them in your SMS messages.   

Follow these steps to create an SMS template in Kaleyra:

1. Log in to your Kaleyra account.
2. Click Channels on the sidebar.
3. Click Manage in the SMS section.
4. Click the Templates tab.
5. Click Add Template. The Add Template page appears.
6. You can add the template using the following options:
   1. Import: Upload templates in a .csv or .xls, or .xlsx format.
      1. Drag and drop the required file, or browse and select the file from the local drive.
      2. Click Download Sample File.
      3. Click Save.
   2. Create New: Enter or select information for the following:
      1. Title: Enter a title for the SMS template.
      2. Purpose: Select the purpose from the drop-down.
      3. Sender ID: Select the SID from the drop-down.
      4. Template ID: Enter the Template ID. Note: This is the template ID from the DLT Platform. This field is mandatory only for businesses based in India.
      5. Message: Enter the content of the template.
         1. To create a Media Template: 
            1. Click Attach File. 
            2. Browse and upload a media file from your local drive.
         2. To embed a shortened hyperlink as part of the SMS template: 
            1. Click Insert Link.
            2. Type the URL you want to shorten.
            3. Click Save.
   3. Click Save. The SMS template is now sent for approval.

Once the SMS template is approved, you will be notified, and the template will be ready to use. Copy the Sender ID to Notepad. You will need it while adding Kaleyra as an SMS provider in Vtiger CRM.

Step 5: Adding Kaleyra as an SMS Provider in Vtiger CRM

Once your Sender ID is approved, you can add Kaleyra as an SMS provider in Vtiger CRM.

Follow these steps to add the Kaleyra SMS provider to Vtiger CRM:

1. Log in to the CRM.
2. Click the User Menu in the top right corner.
3. Click Settings. The Settings page opens.
4. Look for Extensions
5. Click SMS Provider Configuration.
6. Click +New Configuration.
7. Enter or select the following information:
   1. Provider: Select Kaleyra from the drop-down.
   2. Provider Name: Enter a name for the provider.
   3. Active: Click the checkbox beside the required option.
   4. Default Provider: Click the checkbox beside the required option.
   5. Sender: Paste the Sender ID copied earlier.
   6. Source: Enter source as API.
   7. API Key: Paste the API key copied earlier from Kaleyra. 
   8. Account SID: Paste the SID copied earlier from Kaleyra.
   9. Callback URL: Available by default (read-only).
8. Click Save.

After the installation is complete, a success message is displayed. The Kaleyra SMS Provider is then available in the list of SMS service providers.

Sending an SMS using Kaleyra

Before you send an SMS using Kaleyra, create an SMS template using the same Template ID and SMS content of the SMS template created in Kaleyra. To know more about creating an SMS template, click here.

You can send an SMS using Kaleyra from the Contact, Leads, Workflows, Process Designer, and other modules that support SMS messages. In this case, let us see how to send an SMS to a contact using Kaleyra.

Follow these steps to send an SMS using Kaleyra:

1. Log in to the CRM.
2. Click the main Menu.
3. Click Essentials.
4. Click Contacts. The List View of Contacts opens.
5. Hover over the required contact in the List View and click the SMS icon. The send SMS window appears.
6. Enter or select information for the following:
   1. Select Phone Number: Select a phone number from the drop-down. Note: Please ensure the phone number is in international E.164 format.
   2. Select SMS Gateway: Select Kaleyra from the drop-down.
   3. Message: Select the SMS Template created in Kaleyra from the drop-down. 
7. Click Send.

The SMS is sent to the Contact's phone number, and the message is recorded in the SMS Messages module. 

Note: Only Kaleyra-approved SMS templates can be used in SMS messages. The template will be rejected at the service end if it is not approved.

Limitations of Sending SMS Messages in Integration with Kaleyra

When sending an SMS from Vtiger CRM through the integration with the Kaleyra SMS provider, there are a few limitations to be aware of:

• Message Volume and Throughput: Kaleyra or Vtiger CRM may have limitations on the number of messages that can be sent within a given timeframe. 
• Message Length: SMS messages are limited to 160 characters per message. 
• Character Encoding: Different languages and special characters may require specific character encoding for 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. 
• Opt-Out Management: Compliance with opt-out or unsubscribe requests from recipients is crucial when sending SMS messages. 
• Delivery Confirmation: While Kaleyra strives for high message deliverability rates, there is a possibility of message delivery failures or delays due to factors beyond their control, such as recipient network issues or carrier restrictions. 
• Regulatory Compliance: When sending SMS messages, it's important to adhere to applicable laws and regulations, such as GDPR or TCPA. 

It's essential to thoroughly test the integration between Vtiger CRM and the Kaleyra SMS provider, review the documentation, and understand the limitations to ensure successful SMS communication and compliance with your business requirements and industry regulations.

References

• SMS Messages in Vtiger CRM
• SMS Templates in Vtiger CRM
• Configuring SMS Gateways in Vtiger
• Merge Tags in SMS Templates