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How do I integrate WhatsApp with Vtiger CRM via Twilio?

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You must have a Twilio and a Facebook business manager account with a WhatsApp account to integrate WhatsApp with Vtiger CRM. And then, you need to connect the two.
To integrate and use WhatsApp and Twilio with Vtiger CRM, you need to:
  • Step 1: Enable your WhatsApp account with Twilio
  • Step 2:  Configuring WhatsApp on Twilio
  • Step 3: Installing WhatsApp 
  • Step 4: Configuring WhatsApp in Vtiger CRM
Step 1: Enable your WhatsApp account with Twilio
Follow these steps to connect WhatsApp with Twilio:
  1. Log into your Twilio account. If you do not have a Twilio account, create it from here.
  2. Enable your WhatsApp account on Twilio. Learn about the details here.
  3. Submit your Twilio number(s) to WhatsApp for approval. 
    1. All customers who wish to create their profiles require approval from WhatsApp.
    2. Twilio numbers that you submit also need approval from WhatsApp, and the approval process may take a little time. 
  4. To enable the integration in Vtiger, you will need the following information from Twilio: 
    1. Account SID
    2. Token
    3. WhatsApp From Number
  5. Copy the above information to a notepad.
Note: We can get the From number from the Sandbox configuration under Sandbox participants.

Step 2: Configuring WhatsApp on Twilio
After you have bought and set up your Twilio account, you need to configure WhatsApp on the Twilio Console.
To send and receive WhatsApp messages from the registered Twilio number, you also need a Vtiger instance URL in Twilio. Let us see how.
Follow these steps to configure WhatsApp from your Twilio console:
  1. Go to the Twilio homepage.
  2. Log in using your User ID and Password.
  3. Click Messaging.
  4. Click Settings.
  5. Click  WhatsApp sandbox settings.
  6. Select Sandbox Configuration.
  7. Add the Vtiger instance URL in Twilio. This helps you to send and receive messages from Vtiger CRM.
  8. Enter the following details:
    1. WHEN A MESSAGE COMES IN - Enter the URL.
    2. STATUS CALLBACK URL - Enter the URL.
  9. Click Save.
  • Look up the link on the WhatsApp settings page. Copy the URL from the WhatsApp settings page in the CRM and paste it into the Twilio Configuration.
  • If this link is not copied from settings and added, you will not receive messages from your contacts.
Step 3: Installing WhatsApp
You have added the Vtiger instance on Twilio. Next, let us connect all three in Vtiger  CRM. Start by installing WhatsApp from the Extension Store. 
Note: You need to install WhatsApp since it is not available by default.
Follow these steps to install WhatsApp:
  1. Click  User Profile on the top right corner of the screen.
  2. Click Settings.
  3. Go to the  Extensions Store.
  4. Click WhatsApp.
After the installation of WhatsApp from the extension store, two modules are activated, WhatsApp and WhatsApp Templates. The  WhatsApp icon is visible in:
  • The List View of every record in these modules - Contacts, Vendor, Deals, Invoices, Quotes, Cases, Internal Tickets, Leads, and Organization.
  • The Summary View under More (⋮) > WhatsApp. 
Step 4: Configuring WhatsApp in Vtiger CRM
Once you have installed WhatsApp, you need to configure the details and add Twilio as a service provider for WhatsApp in the CRM.
Follow the steps below to configure the details:
  1. Go to the Main menu.
  2. Click  Essentials.
  3. Click 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 information for the following in the Add Config window:
    1. Provider (Service provider) - Select Twilio from the drop-down.
    2. Active/Inactive the Provider - Select Active Provider.
    3. Account ID - You will find it under the Twilio console after signup
    4. Token -  You will find it under the Twilio console after signup
    5. WhatsApp from Number - You can find From number on the Sandbox Configuration page. 

Note: From the WhatsApp > Add Config window, you can add service providers like GupShup, Clickatell, and Textlocal. Start by installing them from the Extension Store. You can also edit the configuration of an existing service provider.
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