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How do I configure WhatsApp with Gupshup for Vtiger CRM?

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This process involves multiple steps and requires you to navigate to and fro between Vtiger CRM, Gupshup, and WhatsApp screens. 

Step 1: Follow the below steps to integrate WhatsApp with Gupshup:
  1. Log in to your CRM account.
  2. Click the User Menu.
  3. Click Essentials.
  4. Look for Conversations.
  5. Click WhatsApp.
  6. Click Settings.
  7. Click +Add. The Add Configuration screen opens.
  8. Enter or select the following information -
    1. Provider: Choose the Provider as Gupshup.
    2. Active: Select Active input as Yes.
    3. Once you choose the Provider as Gupshup, the Status Callback and Incoming Callback URLs fields are displayed. 
    4. Copy the Status Callback and Incoming Callback URLs (to a Notepad or a document) 
The API Key, From Number, and Sandbox App Name need to be retrieved from the Gupshup screen. You will now have to navigate to the Gupshup website.

Step 2: Retrieving the API key from the Gupshup page
Note: Keep your Gupshup login credentials before you begin.

Follow these steps to retrieve the API Key:
  1. Navigate to https://www.gupshup.io/. The homepage opens. 
  2. Click Log in.
  3. Log in with your User ID and Password. The Dashboard screen opens.  
  4. Click the Account icon on the top right to display the API Key.
  5. Copy the API Key.
Follow these steps to create your Gupshup App:
  1. Click Create App. The WhatsApp Assistant Setup screen opens.
  2.  Click Access API. The STEP 1 screen opens.
  3. Enter app name - Provide a name to your Gupshup WhatsApp Messaging App configuration in the Enter app name section. 
    1. Copy the App Name to a notepad. You will have to enter this information as the Sandbox App Name during configuration in Vtiger CRM. 
  4. Click Submit

Step 3: Adding your WhatsApp number on Gupshup
  1. Scroll down to STEP 2. Look for the Smart mechanism to get active and opted in users section. 
  2. Scan the QR Code via WhatsApp on your mobile phone.
    1. This immediately initiates a WhatsApp chat with Gupshup on your mobile phone. With this, you become an opted-in as well as an active user with Gupshup.
    2. Note: You can also initiate WhatsApp chat and become opted-in as well as active users with GupShup with any of the three mechanisms shown above.
  3. Click on the web widget in the bottom right corner of the screen to display the URL.
  4. Copy the displayed code to a notepad. You will have to embed the given code in your website and click on the widget to initiate a WhatsApp chat with Gupshup.
  5. Click URL - Clicking the Click URL icon allows you to initiate WhatsApp chat with Gupshup via Whatsapp Web.

Step 4: Opting in and activating your Gupshup WhatsApp number
  1. Navigate to SMS to opt-in users screen on Gupshup. 
  2. You must send an SMS saying ‘OPTIN App name’ (for example, if the app name is testinstance, then the SMS message should read ‘OPTIN testinstance’) to any of the numbers (displayed on the screen) based on your location.
  3. With this, you have successfully become an opted-in user and an active user with Gupshup.
  4. Click Next.
 Step 5: Integrate APIs and retrieve the From Number
  1. You will be directed to the STEP 3 section in the WhatsApp Assistance Setup screen.
  2. Enable Template Messaging by moving the toggle.
  3. Scroll down to the Receive inbound messages from customers.
  4. Enable the Click Callback URL / Link your bot by moving the toggle to ON (colored green).
  5. Enter the copied Status Callback URL in the Enter your Callback URL field. 
  6. Choose all the required message statuses. You can choose all the Message statuses.
  7. Click Set. The system displays a success message.
  8. Look for the Sender window. In the Sender window, note that the Gupshup Sender Number appears by default. 
    1. Sender Number: Copy the Sender Number. This serves as the From Number for configuration with Vtiger CRM.
    2. Recipient field: Add the Whatsapp Number and its Country Code.
      1. Note: You will have to enter only the Whatsapp Number and its Country Code which was activated and opted in by you, in the ‘SMS to opt-in user’ section. If you add any other WhatsApp number other than the active and opted-in one, you will receive the following error message - Number is inactive and not opted in.
    3. Message field: Choose the appropriate GupShup Templates.
      1. Note: You can also enter the customized content in place of the variables if you wish to personalize the message. You can attach images and video files as well. You will not be able to type in individual message content other than the GupShup Templates. 
  9. Click Send

You will now have to navigate back to Vtiger CRM.

Step 6: Adding API Key, From Number, and Sandbox App Name in Vtiger CRM
Follow these steps to add the API Key, From Number, and Sandbox App Name (that you copied from the Gupshup screen):
  1. Login to your CRM account.
  2. Click the User Menu.
  3. Click Essentials.
  4. Click Conversations > WhatsApp.
  5. Click Settings.
  6. Click +Add. The Add Configuration window opens. 
  7. Enter or select the following information:
    1. Provider: Displays Gupshup
    2. Active: Displays Yes
    3. API Key: Paste the copied API Key.
    4. From Number: Paste the copied Sender Number.
    5. Sandbox App Name: Paste the copied App Name. 
    6. Click Save.
You will be directed to the WhatsApp screen, where you will find Gupshup successfully added as a service provider.
Once you send WhatsApp messages using Gupshup, you will be able to view Gupshup WhatsApp records in the WhatsApp module List View. 
 
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