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Feature Availability

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

Introduction

You can integrate your WhatsApp account with the Live Chat feature in Vtiger CRM to manage customer conversations directly from the CRM interface.

With WhatsApp integration, your team can manage and respond to customer messages right from Vtiger CRM’s Live Chat, streamlining communication.

To start using WhatsApp messages in the Live Chat window, you need to:

• Have an active WhatsApp personal number.
• Integrate your WhatsApp account using the Vtiger Social module.
• Activate the Websense Widget.
• Enable the WhatsApp user in the Websense Widget inside the CRM.

Once the integration is complete, a WhatsApp icon will appear next to messages in the Live Chat console, allowing agents to easily identify and manage WhatsApp conversations.

Note:

• The Websense Widget will display all WhatsApp accounts connected to your Vtiger CRM. You must select and enable the desired account users for WhatsApp to appear in Live Chat.
• Although the Websense Widget is available by default, you will need to activate it when using it for the first time.

Incoming WhatsApp messages from customers will appear in the Live Chat conversation window. These messages are marked with the WhatsApp icon.

Support agents can respond to WhatsApp messages directly from this window. They can also share attachments such as images, documents, and other files.

Note: Agents can only reply to messages initiated by customers. They cannot start a new WhatsApp conversation from within the CRM.
 

Benefits of using WhatsApp with Live Chats

The benefits of using WhatsApp with Vtiger’s Live Chat are: 

• Enable quicker replies to WhatsApp messages through real-time chat access.
• Handle multiple WhatsApp chats using one system, saving time and effort.
• Share images, documents, and other files easily within WhatsApp chats.
• View all WhatsApp message history in the CRM at any time.

 

In this article, you will learn about:

• Managing Inbound and Outbound Messages
• Integrating WhatsApp with Vtiger CRM
• Enabling WhatsApp in Live Chats

 

Key Terminology

 

Understanding Inbound and Outbound Messages

Inbound Messages

Inbound messages are the messages received from customers or leads via communication channels such as WhatsApp, SMS, Telegram, or email. These messages typically initiate a conversation or are responses to your previous outreach. 

Inbound messages are automatically logged under the related contact or module, allowing your team to respond promptly and track interactions effectively.

Outbound Messages

Outbound messages are the messages sent from your CRM to customers. These can include updates, notifications, promotional messages, follow-ups, or automated replies. 

Outbound communication can be triggered manually by users or automatically through workflows and campaigns.

Let's look at the requirements for enabling WhatsApp in Live Chats.

 

Requirements 

Before integrating WhatsApp with Live Chats, ensure you have an active WhatsApp personal number to connect with Vtiger CRM and manage your messaging. 

 

Installing Live Chats in Vtiger CRM

Before you can start using the Live Chats feature, you must install the Vtiger Live Chat add-on from the Vtiger Extension Store.

Follow these steps to install Vtiger Live Chats from the Extension Store:

1. Log in to the CRM account.
2. Click the User Menu in the top right corner of the screen.
3. Click Settings. The Settings page opens.
4. Look for Extensions.
5. Click Add-Ons.
6. Search for Vtiger Live Chats.
7. Click Install.

After successful installation, you will see a success message in the top right corner of the screen. You can find the Live Chats module under Main Menu > Help desk > Customer Issues.

 

Installing WhatsApp in Vtiger CRM

Follow these steps to install WhatsApp in Vtiger CRM:

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

After the installation is complete, a confirmation message will appear indicating that the installation was successful. You can now access WhatsApp by navigating to Main Menu > Essentials > Conversations.

Integrating WhatsApp with Twilio

To integrate WhatsApp with Vtiger CRM, you must have both a Twilio account and an active WhatsApp Business account. Once these are set up, you’ll need to connect them to proceed with the integration.

To learn more about integrating WhatsApp with Twilio, click here.

Note: Once your WhatsApp account is integrated with Twilio, it cannot be used with any other service providers. 

 

Configuring WhatsApp for Live Chats

Note: The following steps will be performed in both WhatsApp and Vtiger CRM. Keep both tabs open.

Follow these steps to enable WhatsApp in Live Chats:

1. Log in to the CRM.
2. Navigate to the user profile and select Settings. The Settings page opens.
3. Select Trackers under Websense.
4. Hover over the required tracker and click Configure Widgets.
5. Select the tracker in charge of the widget on your website from the Select Tracker drop-down.  
6. Select Chat from the Select Widget drop-down.
7. Click the WhatsApp tab.
8. Select Click here.
9. Click Connect. Enable the WhatsApp Messenger toggle.
10. Enable the WhatsApp Page toggle.
11. Click Save.
12. Go to the Agents tab.
13. Click +Add Agents to select and add agents from the available list.

Now that you have integrated WhatsApp with Live Chats, you can answer customer queries that originate from your WhatsApp Business Account through Live Chats.

For example, if a customer sends you a message, the message appears on the Live Chats agent console. You can respond to the customer and continue the conversation from Live Chats to resolve their issue.

 

References

• Live Chats in Vtiger CRM
• Facebook Integration with Live Chats
• Configuring Websense Trackers
• Telegram Integration with Vtiger CRM

 

 

Facebook Integration with Live Chats Built-in Phone Dialer in the CRM with Plivo and Twilio WhatsApp Integration with Gupshup MMS Messages via Twilio WhatsApp Integration with Pinnacle