Messaging Campaigns in Vtiger CRM

Installing Messaging Campaigns

Follow these steps to install messaging campaigns:

1. Log in to the CRM.
2. Click the User Menu.
3. Go to Settings. The Settings page opens.
4. Go to Extensions > Add-ons.
5. Look for Messaging Campaigns.

6. Click Install.
7. Click Yes to confirm the installation. A message appears confirming that the Messaging Campaigns have been successfully added.

8. Click Launch.

Accessing Messaging Campaign

You can access the marketing campaign from the Marketing module. Follow these steps to access the messaging campaign:

1. Log in to the CRM.
2. Click the main Menu​​​​​.  
3. Go to Marketing > Others > Messaging Campaigns.

The messaging campaigns module will open.

Prerequisite for Sending a Message Campaign

You need to configure the following before sending a message campaign:

• Configure an SMS Service Provider
• Configure a WhatsApp Service Provider

Note:

• You must have a contact’s, customer’s, or lead’s consent before sending them SMS messages.
• SMS campaigns can only be sent to contacts who have opted in to receive SMS messages. The SMS Opt-in field value must be set to Single Opt-in (User).
• SMS campaigns can only be sent to a contact’s Mobile Phone number.

Configuring an SMS Provider

Consider Twilio as an example to learn how to set up an SMS service provider. You can do this only if you are an Admin user.
Note: You will need to navigate between the Vtiger CRM and the Twilio screens.

Step 1: Copying the Account SID and Auth Token from Your Twilio Account

Follow these steps to copy the account SID and Auth Token:

1. Log in to your Twilio account.
2. Go to the Dashboard in your Twilio Console.
3. Copy the Account SID and save it in a notepad or document.
4. Click Show to reveal the Auth Token, then copy and save it in a notepad.

Step 2: Logging in to Vtiger CRM and Pasting the Account SID and Auth Token

Follow these steps to configure an SMS service provider:

1. Log in to the CRM.
2. Click the User Menu on the top right corner of the screen.
3. Click Settings. The Settings page opens.
4. Go to Extensions > SMS Provider Configuration.
5. Click the +New Configuration button.
6. Select Twilio from the Provider drop-down.
7. Enter or select the following information:
   1. Provider: Select Twilio from the drop-down.
   2. Provider Name: Enter the name of the service provider.
   3. Active: Click the checkbox beside the required status.
   4. Default Provider: Select Yes or No to set Twilio as the default provider.
   5. Account SID: Paste the Twilio Auth SID into the Auth ID field.
   6. Auth Token:  Paste the Twilio Auth Token into the Auth Token field.
   7. From: Enter the sender’s phone number. The phone number must be in the E.164 format. 
8. Click Save.

Configuring a WhatsApp Provider

Consider Twilio as an example to learn how to set up a WhatsApp service provider. You can do this only if you are an Admin user.

Note: You will need to navigate between the Vtiger CRM and the Twilio screens.
 

Step 1: Installing the WhatsApp via Twilio Add-on

Follow these steps to install WhatsApp via Twilio Add-on:

1. Log in to the CRM.
2. Click the User Profile in the top right corner of the screen.
3. Click Settings. The Settings page opens.
4. Go to Extensions > Add-ons.
5. Look for WhatsApp via Twilio.
6. Click Install. 
7. Click Yes to confirm the installation. 
8. Click Launch.

Step 2: Copying the Account SID and Auth Token from Your Twilio Account

Follow these steps to copy the account SID and Auth Token:

1. Log in to your Twilio account.
2. Go to the Dashboard in your Twilio Console.
3. Copy the Account SID and save it in a notepad or document.
4. Click Show to reveal the Auth Token, then copy and save it in a notepad.

Step 3: Logging in to Vtiger CRM and Pasting the Account SID and Auth Token

Follow these steps to configure a WhatsApp service provider:

1. Log in to the CRM.
2. Click the main Menu.
3. Go to Essentials > Conversations.  
4. Click WhatsApp. The List View displays all available records for WhatsApp messages.
5. Click Settings in the top right corner.
6. Click + Add.
7. Enter or select the following information in the Add Configuration window:
   1. Provider (Service provider): Select Twilio from the drop-down.
   2. Active/Inactive: Select Active Provider.
   3. Account ID: Paste the Twilio Auth SID into the Auth ID field.
   4. Token: Paste the Twilio Auth Token into the Auth Token field.
   5. WhatsApp From Number: Paste the From number from the Sandbox Configuration page. 
8. Click Save.

Creating a Messaging Campaign

To create a message campaign, click on +Create Messaging Campaign when the messaging campaign module opens from the screen that appears just after installing the module, or click the +Create Messaging Campaign button in the top-right corner of the screen.

We will see how to send a message campaign using WhatsApp. Follow these steps to create a messaging campaign:

1. Log in to the CRM.
2. Click the main Menu.
3. Go to Marketing > Others.
4. Select Messaging Campaign. The messaging campaign module opens.

5. Click +Create Messaging Campaign. A creating message campaign window opens.

6. Enter or select the following information in the Marketing Campaign Name section:
   1. Campaign Name: Enter a name for the messaging campaign.
   2. Assigned To: Select the user to whom you want to assign the campaign.
   3. Channel: Select WhatsApp as the channel to send your message campaign.

7. Enter or select the following information in the Marketing List section:
   1. Select Marketing List: Choose the marketing list to which you want to send the message campaign.

8. Enter or select the following information in the Message section:
   1. WhatsApp Provider: Select the WhatsApp provider to send the message campaign.
   2. Template: Choose the template to design the message campaign.
   3. Message: Enter the content of the message for the campaign.

9. Click Test to verify if the message campaign is delivered successfully before the final send-out.
   1. Upon clicking Test, a pop-up appears prompting you to enter the recipient’s number to test the delivery of the message campaign.

10. Click Send Now to send the message campaign immediately.
    1. To schedule the campaign for a later time, click the drop-down menu, select the desired date, and choose Schedule Later.

Once the campaign is sent, you will receive a notification confirming the successful delivery of your WhatsApp message campaign.

Creating an SMS Message Campaign

Follow these steps to create an SMS message campaign:

1. Log in to the CRM.
2. Click the main Menu.
3. Go to Marketing > Others.
4. Select Messaging Campaign. The messaging campaign module opens.

5. Click +Create Messaging Campaign. A creating message campaign window opens.

6. Enter or select the following information in the Marketing Campaign Name section:
   1. Campaign Name: Enter a name for the messaging campaign.
   2. Assigned To: Select the user to whom you want to assign the campaign.
   3. Channel: Select SMS as the channel to send your message campaign. 

7. Enter or select the following information in the Marketing List section:
   1. Select Marketing List: Choose the marketing list to which you want to send the message campaign.

                   Or

                   Create Marketing List: Create a new marketing list if you want to send the campaign to a different group.
 

8. Enter or select the following information in the Message section:
   1. Add Fields: Select a merge tag to personalize your SMS message campaign.
   2. SMS Provider: Select the SMS provider to send the message campaign.
   3. Template: Choose the template to design the message campaign.
   4. Message: Enter the content of the message for the campaign.

9. Click 'Test' to verify that the message campaign is delivered successfully before the final send-out.
   1. Upon clicking Test, a pop-up appears prompting you to enter the recipient’s number to test the delivery of the message campaign.

10. Click Send Now to send the message campaign immediately.
    1. To schedule the campaign for a later time, click the drop-down menu, select the desired date, and choose Schedule Later.

Once the campaign is sent, you will receive a notification confirming the successful delivery of your SMS message campaign. You can also preview the final campaign in mobile view while creating the message campaign.

​​​Viewing Messaging Campaign Details

Once the message campaign is created, it will appear in the List View. The List View lets you easily manage and organize your campaigns. We will now look at the actions available in the messaging campaigns List View.

List View Actions

The following actions can be performed from the Messaging Campaigns List View:

Deleting a Messaging Campaign

You can delete a message campaign if you no longer need it. Follow these steps to delete a message campaign:

1. Log in to the CRM.
2. Click the main Menu.
3. Go to Marketing > Others > Messaging Campaigns.

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4. Select the campaign record you want to delete by clicking the button next to it.
5. Click the Delete icon to remove the campaign. A pop-up message will appear asking for confirmation to delete the record.

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6. Click Yes, Delete.

A confirmation message will then appear indicating that the record was successfully deleted.

Sending a Campaign to a Selected List or Tag

You can send the message campaign to a specific group of contacts by selecting a list or tag. Follow these steps to send the campaign to a specific list or tag:

1. Log in to the CRM.
2. Click the main Menu.
3. Go to Marketing > Others > Messaging Campaigns.

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4. Click the drop-down menu in the top-left corner of the List View screen.

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5. Click the + button beside the Search for List bar.
   1. Enter or select the following for List Information:
      1. List Name: Enter a name for the list.
      2. Default Sort Column and Order: Choose how the records should be sorted.
      3. Set as Default: Enable this option to make the list your default view. (Optional) 
      4. List in Metrics: Enable this option to display the list on the dashboard. (Optional) 
   2. Define List Conditions
      1. Add conditions by clicking + Add Condition.
      2. You can specify conditions in the All Conditions or Any Conditions sections.
      3. Choose a field in the Select Field drop-down, then select the condition type:
         1. Equals
         2. Not Equal To
         3. Starts With
         4. Ends With
         5. Contains
         6. Does Not Contain
         7. Is Empty
         8. Is Not Empty​​​​​​​​​​​​​​​​​​​​​​​​​​​​

 

6. Enter or select the following information for the Choose Columns and Order section:
   1. Select columns using the Search Fields bar. The chosen columns will appear under Choose Columns and Order.
      Note: You can select up to 15 fields.
   2. Remove a field by clicking the X icon beside it.
7. Enter or select the following for Sharing Information:
   1. Choose the users or roles with whom you want to share the list.
8. Click Save.

Note: Add specific users if you only want to share the list with them.

Once the list is created, a confirmation message stating List saved will appear. To learn more about List View, click here.

Message Campaign Record Details

When you open a specific message campaign from the List View, you will see the following details:

• Campaign Chart: Displays the campaign performance in a pie chart format, showing message distribution and delivery status.
• Campaign Details: Displays key information such as the campaign name, message content, status, and channel used.
• Message Records:
  • SMS Campaigns: Shows the records of the SMS messages sent.
  • WhatsApp Campaigns: Shows the records of the WhatsApp messages sent.

Note:

• The service providers for Contacts and Organizations may differ; however, the campaign will be sent using the respective service provider configured for each.
• Campaigns sent through WhatsApp will appear in the WhatsApp module, while those sent through SMS will appear in the SMS module.​​​​​​​​​​​​​​

Actions in the Record View

 

You can perform the following actions in the message campaign record:

• Open in New Tab: Opens the message campaign record in a separate browser tab for easy access.
• Click to Copy Direct Link: Copy the direct link to the message campaign record so you can share it quickly.
• More:
  • Duplicate: Create a copy of the existing message campaign record for reuse or modification.
  • Delete: Permanently removes the message campaign record from the system.​​​​​​​​​​​​​​

Message Campaign Statuses

Message campaigns progress through various statuses that indicate their current status.

• Draft: The campaign is created (or being created) and saved, but not yet sent.
• Queued: The campaign is in the queue and will be sent shortly.
• Sending: The campaign is currently being sent to recipients.
• Sent: The campaign has been successfully sent to the service provider.
• Completed: The campaign is marked as completed when all messages are either successfully delivered or their delivery has failed.

​​​​​​​Reference

• SMS Messages 
• WhatsApp Integration Overview
• Creating Marketing Lists for Campaigns
• Email Campaigns for Marketing
• Creating SMS Campaigns
• WhatsApp Integration with Pinnacle
• WhatsApp Integration with Twilio
• WhatsApp Integration with Wablas
• Configuring SMS Gateways in Vtiger 
• List View in Vtiger CRM​​​​​​​