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WhatsApp Integration with Ampala

Integrating Vtiger CRM WhatsApp module with Ampala to send WhatsApp messages.
L
Lavanya R
27 Jul, 2026 - Updated  3 months ago

Feature Availability 

Vtiger Editions: One Professional | One Enterprise | One AI

Introduction

Ampala is a highly secure messaging platform offering two-way communication and interactive messaging solutions for enterprises. Ampala offers WhatsApp API, Social Media, SEO, website design, and other digital marketing solutions.

WhatsApp Integration with Vtiger CRM Via Ampala

Integrating WhatsApp with Vtiger CRM via Ampala lets you send and receive WhatsApp messages to and from your customers directly from the CRM.

WhatsApp Integration with Ampala is available for the following modules:

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

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

How does the Integration work

To integrate Ampala with Vtiger CRM, you must:

  • Install the Ampala Extension from the Add-ons page.
  • Configure Ampala in Vtiger CRM. 
  • After configuration, create WhatsApp templates in Ampala and get them approved by WhatsApp.These approved WhatsApp Templates can then be synced with Vtiger CRM for use.

Requirements

To integrate WhatsApp and use it with Vtiger CRM through Ampala, you must:

  • Have an active business account with Ampala.
  • Install Ampala and WhatsApp extensions in your Vtiger CRM instance.
  • Create and obtain approval for the required WhatsApp templates.

Note: Only the approved WhatsApp templates can be used for messaging.

Benefits

The benefits of using WhatsApp Integration with Ampala are:

  • 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:

  • Installing Ampala
  • Configuring WhatsApp with Ampala for Vtiger CRM
  • Sending WhatsApp messages from Vtiger CRM
  • Using Ampala Templates with Vtiger CRM

Key Terminology

Key Term 

Definition

API Key

A unique authentication code used to securely identify and authorize an application or service. 

License number

A unique identifier assigned to your Clickatell account or WhatsApp service for authentication and configuration. 

Status Callback

An endpoint that receives message status updates, such as sent, delivered, and read, from the WhatsApp provider. 

WhatsApp Gateway

A service that connects Vtiger CRM with WhatsApp, enabling the sending and receiving of messages. 

WhatsApp Template

A pre-approved message template used to initiate or automate business communication with customers on WhatsApp. 
 

Installing Ampala

To use WhatsApp Integration with Ampala, you need to first install the Ampala Add-on from the Add-ons page since the Ampala Add-on is not available by default in the CRM.

Follow these steps to install the Ampala Add-on: 

  1. Log in to the CRM.
  2. Click the User Profile on the top right.
  3. Click Settings. The Settings page opens.
  4. Go to Extensions.
  5. Click Add-ons.
  6. Look for Ampala.
  7. Click Install. A confirmation dialog displaying Are you sure you want to install this add-on? appears on the screen.
  8. Click Yes.

A success message will be displayed. Once you have installed the Ampala Add-on, you will find it in the WhatsApp module under the configuration provider drop-down.

Configuring WhatsApp and Ampala with Vtiger CRM

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

Note: Keep the Vtiger CRM, Ampala, and WhatsApp screens open in separate browser tabs or windows, as you will be switching between them throughout the process.

Integrating WhatsApp with Ampala involves the following steps:

  • Step 1: Integrating WhatsApp with Ampala in Vtiger CRM
  • Step 2: Retrieving API Key  and License number from Ampala

Step 1: Integrating WhatsApp with Ampala in Vtiger CRM

Follow the steps below to integrate WhatsApp with Ampala:

  1. Log in to the CRM.
  2. Click the main Menu.
  3. Click Essentials.
  4. Look for Conversations.
  5. Click WhatsApp.
  1. Click the Settings icon.
  2. Select Provide Configuration.

  1. Click +Add. The Add Configuration screen opens.

  1. Enter or select the following information:
    1. Provider: Choose the Provider as Ampala.
    2. Provider Name: Type the Provider Name.
    3. Active: Select Active input as Yes.
    4. Status Callback: Copy the Status Callback URLs (to a Notepad or a document).​​​​
  2. Click Save.

​​​​​​Go to the Ampala website for the next step by opening the webpage in a different browser tab or window. 

Step 2: Retrieving API Key and License Number from Ampala

On the Ampala screen, you can retrieve the API Key and License Number.

Note: Keep your Ampala login credentials with you before you begin.

Follow these steps to retrieve the API Key and License Number:

  1. Log in to your Ampala account. (https://login.ampala.in)

  1. Enter or select the following details:
    1. Email: Enter your email ID.
    2. Password: Enter your password. The Dashboard opens.
  2. Click LOGIN.
  1. Click More.
  2. Click WhatsApp. An API setup page opens.
  1. Copy the Account license number and paste it into Notepad.
  2. Go to WhatsApp  Settings on the right side of the screen.
  3. Go to the API. The API Documentation window opens.

  1. Copy the API key and paste it into Notepad.

  1. Go to the Configure Webhook section.
  2. Paste the Status Callback URL from Step 1.
  3. Click Save.

Navigate back to Vtiger CRM for the next step.

Follow the steps below after the 8th step in Step 1:

  1. Enter or select the following information:
    1. API Key: Paste the API key retrieved from Ampala
    2. License Number: Paste the License Number retrieved from Ampala
  2. Click Save.

Once configured, you will find it in the WhatsApp List view.

Sending WhatsApp Messages from Vtiger CRM

You can send WhatsApp messages from:

  • All the modules where the WhatsApp Integration feature is available.
    • Cases
    • Contacts
    • Deals
    • Internal Tickets
    • Invoices
    • Leads
    • Organizations
    • Quotes
    • Vendors
  • From the List View as well as the Summary View of records.

Let us see how.

Sending WhatsApp messages from the List View

Here, for instance, let us consider the Contacts module. 

Follow these steps to send WhatsApp messages via Ampala: 

  1. Log in to the CRM.
  2. Click the main Menu.
  3. Click Essentials.
  4. Look for Lead & Contact Management.
  5. Click Contacts. The Contacts List View opens.
  1. Hover the mouse on a Contact record to whom you want to send the message.
  2. Click WhatsApp from the options that are displayed. The Send WhatsApp Message window pops up.
  1. Choose the appropriate Phone Number.
    1. Select the required WhatsApp Template.
  2. Attach files if needed

Note: Approved WhatsApp templates saved in Marketing > Marketing Enablement > WhatsApp Template module are displayed here. To learn about WhatsApp Templates, click here. 

  1. Click Send.

You have now sent a WhatsApp message to the selected customer.

Sending WhatsApp messages from a record Summary View

You can send WhatsApp messages via the record Summary View only 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. Click Contacts. The Contacts module List View opens.

  1. Click the record of the Contact to whom you want to reply.

  1. Click More.
  2. Click WhatsApp. The WhatsApp window opens.
  1. Select the number from the drop-down.
  2. Select the WhatsApp Template from the drop-down. The template message gets auto-filled in the Text field.
  3. Select the WhatsApp Gateway from the drop-down.
    1. Click the + icon on the left of the text box to Attach Files. A window opens for you to select the files.
    2. Select the file.
    3. Click Open. Your file will be attached to the message.  
  4. Click Send. 

Viewing WhatsApp - Ampala Records

You can view records in the List View and details of each record in its Summary and Details Views.

Viewing WhatsApp - Ampala Records from List View

You can view all WhatsApp records in the WhatsApp module List View.

Follow these steps to view the records:
  1. Log in to the CRM.
  2. Go to Essentials.
  3. Go to Conversations.
  4. Click WhatsApp. The WhatsApp module opens.

  1. Click the Manage Columns icon. A Configure Columns - All windows open.

  1. Type Source in the Search Fields.
  2. Click Update List.

  1. Select Ampala in the Source field to view WhatsApp records with Ampala as the service provider. The screen displays all records related to Ampala.

Viewing WhatsApp - Ampala Records Summary View 

In the Summary View of the Contact record, you can view WhatsApp messages between Vtiger CRM and customers. The Activity section displays WhatsApp messages and delivery statuses, including Delivered, Failed, and Read.

Viewing WhatsApp - Ampala Records Details View 

 

The Details View displays all the related WhatsApp information, including the message content, message source, API response, and other relevant details.

Using Ampala - WhatsApp Templates with Vtiger CRM

When you use Ampala as your WhatsApp service provider, you can send messages only with Ampala WhatsApp Templates. These templates have to be approved by WhatsApp. 

Creating WhatsApp Templates in Ampala

Follow the steps below to create Ampala WhatsApp Templates on Vtiger CRM:

  1. Log in to your Ampala account. The Dashboard page appears.

  1. Click More.
  2. Click WhatsApp.
  1. Go to WhatsApp Settings on the right side.
  2. Click Templates.

  1. Click Add new template. The Create WhatsApp Template page opens.

  1. Enter all the required information in the Message Template section.
  2. Click Save.
  1. The Message Templates List View displays approved and pending templates.
  2. The Status column will display WhatsApp's approved and rejected templates.

Note:

  • The Ampala WhatsApp Template names provided here are the Select WhatsApp Template dropdown list on the Contacts module. 
  • The field’s data selected here will, by default, appear in the Contacts module > Send WhatsApp Message > Message Body section.

You have now successfully created the Ampala WhatsApp Template on the Ampala platform.

Syncing Ampala-WhatsApp Templates in Vtiger CRM

Follow the steps below to sync Ampala Templates in Vtiger:

  1. Log in to the CRM.
  2. Click the main Menu.
  3. Go to Essentials.
  4. Go to Conversations.
  5. Click WhatsApp. The WhatsApp module opens.

  1. Click Settings.
  2. Click Provider Configuration.

  1. Click Sync Templates. 
Once you sync, you can see the Ampala WhatsApp-approved templates in the List View.

References

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