• WhatsApp Business Integration with vTiger gives you the flexibility to send WhatsApp Business messages to your customers.
• You can send WhatsApp Business messages to multiple records in one shot(obviously you’ve to follow WhatsApp business guidelines for the same).
• In addition to manually sending out messages, you can also forward automatic notifications triggered by workflows in Vtiger CRM.

Recommendation on Sending WhatsApp Business Messages

 

• Since Watsapp is very skeptical about numbers that do bulk mailing, the following are recommendations:
• Send no more than 5-10 messages per minute, i.e. send messages in batches, not all at once.
• The presence of links in messages increases the likelihood of a ban.
• WhatsApp has no physical limit on the number of messages, as per their policy but there is a recommendation not to exceed certain messages per day. Again this will be as per the WhatsApp Policy, if the number of incoming and outgoing messages is about the same, then you can send a little more than 6000.
• Use the device on which there were no earlier bans.
• Receive incoming messages. The more incoming messages, the better. Incoming messages are not counted in the recommendation not to exceed 6000 messages.

Important WhatsApp Features

WhatsApp Business Integration with vTiger comes with various nice features.

WhatsApp Business message management

Notification

• Here we can see the new arrival messages count when any new message comes.
  

• When we click on this icon it shows the last 5 users messages in the popup.
  
• When you click on “Unread” message icon, it will mark all WhatsApp Business unread messages as read.
• When you click on “Bot icon”  it will take to the Whatsapp bot page
• When you click on “New Message” icon, it will open a popup to send message to a new WhatsApp number.
• When you click on “Analytics” icon, it will redirect to WhatsApp Business Analytics interface.
• When you click on “set up whatsapp business” icon, it will redirect in WhatsApp Business Configuration page.
• If you want to go to timeline view click on Show All Notification icon

Send/receive messages

• Initiate WhatsApp Conversation
• To initiate a WhatsApp conversation, the user needs to send the WhatsApp template first
  
• To initiate a WhatsApp conversation from the contact’s or any other module detail screen, follow these steps:
  • Click on ‘particular Module,’ then ‘GoTo Record List,’ and open the record in view. You will find an option to access the ‘WhatsApp’ icon. Click on the WhatsApp icon to open the WhatsApp Business conversation chatbox
    
  • Once the template is sent, the chat is initiated, and the user can now start the conversation.
• Send/Receive message from record
  • Clicking on the WhatsApp icon will open the Chat window to communicate between the contact and user.
    
  • Through WhatsApp Business integration you can send,Text messages Files,Images (Up to limited Size based on our file upload limit)
  • You can communicate with customers only if the phone number entered in the record must be a WhatsApp number of the customer. Also “WhatsApp Business # field” specified correctly in “WhatsApp Business Configuration” settings
  • “WhatsApp” uses numbers with country code so please follow the instructions mentioned in the “WhatsApp Business Configuration” section about country code.
  • “Add Chat as Comment” In the chat window there is the feature to add all the chat as comment in that record in CRM as single entry(one timestamp) or multiple entry(separated by timestamp of each message)
    
• Send/Receive message from Timeline view
  

General Feature

• New Messages
  
  • In the WhatsApp Business Global messages, New messages area list display all unread messages either from “unknown number” or “existing contact records”
  • Global WhatsApp Business messaging has the same option as sending/receiving message to individual records
• Important messages
  
  • Important feature helps you to quickly access your WhatsApp Business contact which is important.
  • You can manage to move any contact under Important by simply click on icon to move contact under Important contact.
• Message from unknown number
  
  • “Unknown numbers” in the WhatsApp Business Global messages area list all messages from an “unknown number” not stored as a record in CRM.
  • “Unknown numbers” messaging section has the same option as sending/receiving messages to individual records.
  • From Unknown number there is an option to Create new customer record or update “Unknown number” to existing record in vTiger.
• Create Related record from WhatsApp Business message
  • This functionality allow user to create record for the particular contact from message window of WhatsApp
    

• Preview Record
  • Click on Eye Icon, It will preview all the details of the record.
    
• Edit Record
  • Click on Pen Icon, to quick edit contact record details from the Timeline View.
    
• Reply Message
  • Click on three dots of the Message you want to reply, then user can reply to that message by click on the reply feature.
    

• Copy Message
  • Users can copy that message by click on the “copy” feature.
    
• Copy text to any fields of Contacts
  • By click on “copy text to any field of contact” feature, the user can Copy the message and save it to any fields of the record.
    
• Search Contact in Timeline
  • Users can search contacts by Number ,Chats and Name of the Contact in Timeline View.
  • Search by Chats, Numbers and Names
  • Here for searching purposes 3 options are given .
    1. Search By Numbers
    2. Search By Chats
    3. Search By Names



• Search by Numbers
  • By clicking on this option, users can search any chat by phone number.
  • To search users have to enter the number which needs to be searched.

  

  • As shown below screen users have entered 5 digits of the phone number and the matching result is visible.

  

• Search by Chats
  • To search by any keyword in chat, users can enter specific word in the search box.

  

  • In the below screen user has entered the ‘CRMTiger’ keyword in the search box and it gives the chat which contains the matching result.

  

• Search by Names
  • To search any chat by saved name user can enter the name of the saved contact and it will give matching result.

  

  • In the below screen the user has entered the name ‘kevin’ and it gives a matching result.

  

• User wise chat filter
  • A user-wise chat filter is available that allows viewing chats specific to a selected user. For example, if multiple users have interacted with the same contact, all messages from all users will be shown unless the filter is applied. When a specific user is selected, only the messages sent by that user will be displayed.

  

  • After selecting any user from the given list the below shown icon will be visible .
  • Which means currently a filter is applied to remove this filter click on red ‘x’ .
  • By clicking on it the filter will be removed and all messages will be visible.

  

• Filter Conversation
  • To Filter conversations based on label and close or open chat this can be done from here.

  

  • In the ‘Search by Label’ dropdown, users can view and select one or multiple labels from the available list.

  

  • In the ‘Search by Chat Status’ dropdown, users must select either ‘Open’ or ‘Closed’ to filter chats accordingly..

  

  • After selecting the desired fields, click the ‘Search’ button to apply the filters.

  

  • The relevant records will then be displayed.
  • In the example above, the label ‘Important’ is selected and the chat status is set to ‘Closed’, applying the filter.
  • As shown in the image below, Kevin’s chat appears as it meets both criteria: it is closed and marked with the ‘Important’ label.

  

• Open/Close Conversation
  • In the image below, a green icon indicates that the chat is currently open.
  • To close the conversation, click the green icon.

  

  • Clicking this icon will display a confirmation dialog box. To proceed with closing the conversation, click ‘Yes’.

  

  • Once a conversation is closed, the icon will change to blue.
  • To reopen the conversation, click the blue icon. A confirmation dialog will appear asking if you want to reopen the chat. Click ‘Yes’ to confirm and reopen the conversation.

  

• Search Messages by Keyword in Inbox
  • This feature allows users to search for specific keywords within chat messages to quickly locate relevant conversations.

  

  • When a keyword is entered into the search box, all matching results within the chat will be highlighted, as shown in the image below.

  

• Chat Assigned to User
  • This feature displays which user a particular chat is assigned to.
  • In the example shown, the chat is assigned to Edwin Enderson.

  

  • To assign full chat to any user click on this highlighted icon.

  

  • This icon will open the list of users who have access to this WhatsApp number.

  

  • Clicking on any user will open a pop-up asking for confirmation to assign the chat to the selected user.
  • Click ‘Yes’ to assign the entire chat to the chosen user.

  

  • The list of users displayed in the dropdown can be managed through the following path: Settings > CRM Settings > Other Settings > WhatsApp Business Configuration.

  

  • Clicking the pencil icon will open a pop-up where users can add or remove users, granting access to the connected number as needed.

  

• Send Attached file/Document in Timeline
  • User can send attachment of file/Documents directly from the timeline page

  

Send WhatsApp Business Message

• It provides the capability to send WhatsApp Business messages to unknown or unsaved contacts, as well as the ability to send messages from any number
• WhatsApp Business Message is to send Business Template to the new number directly from the timeline without saving the record to the CRM



• User can select Whatsapp Business Template

Create WhatsApp Business Template

• Users can create a WhatsApp Business Template in two ways.
1. Facebook Developer page
2. WhatsApp Business Create Template page.

To view the detailed instructions for creating or configuring a WhatsApp Business template, please click here

Setup WhatsApp Business Workflow

• WhatsApp Business Workflow allows sending Automated WhatsApp messages on the trigger event of any module link with the WhatsApp Business module.
  
• Automated WhatsApp Business message sent to an Individual WhatsApp number associated with a selected WhatsApp Business number.
• Select “From WhatsApp#” to send WhatsApp from the selected WhatsApp number if more than one number is registered in the WhatsApp extension.
• Select “Send WhatsApp to Recipients” to send a WhatsApp Business message to record.
• The WhatsApp Business workflow can configure the whatsapp Business messages to whom we want to send individually WhatsApp Business templates to share files or message format, general field, add fields and message.

WhatsApp Business Messages Logs

• WhatsApp Business message Logs navigate to a list screen of sent WhatsApp Business messages which displays all sent Business message logs with API Request and Response.
  

Auto Responder text
This option will be enabled from Other Settings > WhatsApp Business Configuration > Gear Icon > Auto Message Responder

• It is helpful to enable automatic responses to messages, which means you can set up pre-written messages to be sent automatically to the sender.

Analytics

• Send / Receive statistics
• Broadcast statistics
• WhatsApp – Meta Usage
• Send/Receive Statistics
  The Send/Receive Statistics will display the following information:
  • ‘Finished Chat’ for the last sent message from CRM
  • ‘Pending Chat’ for the number of messages that are pending
  • ‘Sent Messages’ for the total count of sent messages from CRM
  • ‘Received Messages’ for the total count of received messages to the CRM
  • ‘Total Messages’ which represents the combined count of both sent and received messages in CRM.
  • Total Sent Message eye icon link will redirect to the sent message list.
  • Total Received Message eye icon link will redirect to received message list.
  • Total Message eye icon link will redirect to the total sent and received message list.
    
• Broadcast Statistics
  • The Broadcast Statistics will display the total count of ‘Sent’, ‘Delivered’, ‘Read’, ‘Unread’, and ‘Failed’ messages for all bulk message lists.
    
  • WhatsApp analytics accessible from WhatsApp icon on Top Right corner or click on  (analytics).
  • WhatsApp analytics offer you detailed reports specifically on Bulk messages sent to your customers.
  • WhatsApp Business Bulk Message Summary
    • The WhatsApp Business bulk message summary list will display the status of each message, including the number of messages in the queue, sent messages, read messages, unread messages, and the total count.
    • Users can Stop/Pause bulk message operation by simply click on Start/Pause button to the message those are in Queue
      
    • By clicking on this feature shown in the below screenshot users can view data on sent mass messages based on the selected number and day/week/month.
      
• WhatsApp – Meta Usage
  • WhatsApp – Meta Usage provides a detailed view of all conversations, both free and chargeable, within the CRM, along with analytics and estimated charges as shown in the below screenshot.
    
  • To access and review analytics in your Facebook Meta account:
    • Begin by logging into your Facebook Developer Account.
    • Once logged in, navigate to the ‘My Apps’ section, which provides access to your applications and related settings.
      
    • Click on the Business Account URL from the app, as shown in the screenshot below.
      
    • Click on WhatsApp Account in the sidebar, as shown in the screenshot below.
      
    • Select WhatsApp Account and click on the “WhatsApp Manager” Link.
      
    • Click on Insights from “Account Tool” to view analytics.
    • By selecting a number and a day, week, or month, users can view the corresponding analytics.
      

WhatsApp Business Bot

• By clicking on the WhatsApp Bot, User will move to the main screen of WhatsApp Bot.
  

Manage Labels

Managing Labels:
• Labels can be created and managed from this menu.
• Clicking on the menu will open the screen shown below.
• Here, users can add a label name, assign it to a specific role, and select a color for the label.



• After adding a new label user can apply the label from the label list. Which can be done by clicking on ‘Add Label’.



• By clicking on it below screen will be visible where list of labels will be visible.



• To edit or delete any label go to Settings > CRM Settings > Configuration > Picklist Field values. The screen below will be visible.



• To edit any label click on the highlighted icon.



• By clicking on it below the screen will be open from where user can change the name and color of the label.



• To delete any label click on the delete icon.
• Upon clicking, a popup will appear where the user needs to replace the existing label with another one. This ensures that any chats associated with the label being deleted are reassigned to the new label.

Setup WhatsApp Business

• By clicking on “Setup WhatsApp Business” the user get redirected to the WhatsApp Business configuration page

Load Past Message History

• To access this feature click on the highlighted menu.



• The Load Past Message History feature allows users to retrieve and view previous conversations that are not currently visible in the chat window.
  • Users can select WhatsApp number from which the messages were sent , Start and End date.
  • After selecting those details click on load message to load past messages.

  

Help

• When the user clicks on ‘Help,’ it redirects to the CRMTiger article that helps understand how to install and use WhatsApp Business integration.
  

Bulk / Mass Message Configuration

• Bulk/Mass message manage from Other Settings > WhatsApp configuration > Gear Icon > find Mass Message Configuration
  

• Click here to view how the Mass Message Configuration feature works, as described in the page above.
• Users can send Bulk/Mass message from Record List of CRM for those modules which are enabled from “Allow module access” feature from WhatsApp configuration page
  

• From the record list, select multiple records, then go to ‘Send WhatsApp Business Message’ to send bulk WhatsApp messages to multiple contacts.
  

• Users can send bulk messages immediately or schedule them for a later date by selecting the desired time from the ‘Send Now/Later’ option.
  

WhatsApp Business Chatbot

• How to Use WhatsApp Business Chatbot for CRM?
  WhatsApp Business chatbot for CRM is Automated tools along with manual send/receive message to WhatsApp Business contact from vTiger.

Step by Step Guide,

• How to set up a WhatsApp Business Chatbot?
• How to create a Chatbot button?
• How to use WhatsApp Business bot template?
• How to Build/Design Flow for WhatsApp Business ChatBot?
• How to Convert Chat to Manual / Robotic Mode?
• How does WhatsApp Business Chatbot work?

• How to set up a WhatsApp Business Chatbot?
  • Go To WhatsApp Business Chatbot interface: by clicking on the “Chatbot” icon:
    
  • Go to create a new Chat bot by clicking on the “Add New Bot” button.
    
  • Users can edit, duplicate and delete WhatsApp Business Bot by clicking on related icons.
  • Users can view the chat for that flow by clicking on the Chat log according to Bot ID.
  • Chats display the total numbers of the message conversations for that bot from different numbers.
  • Users can see the modified date and time of the conversation for the flow which is displayed in the Date of conversation column.
    

Search in WhatsApp Business Bot Listing

• Users can search Bot from List of Bot by entering Bot name.
  

How to create a Chatbot button?

• Users can design a WhatsApp Business Chat button to place on your website integrated with the WhatsApp Business Chat Bot.
  
• Users can create a Chatbot button for their website by clicking on the WhatsApp Business Bot Settings icon > WhatsApp Business chat Button > WhatsApp Business Bot Button Setting.
• Users have to fill in all the required details to design the Chatbot button and select the connected number and save it.
  
• After that users have to copy that script and paste it to their website where this Chatbot button is required to display.
  
• Users can activate or in-active WhatsApp Business Bot by clicking the ON/OFF button accordingly.
• Users can also sort Bot Names alphabetically.
  

How to use WhatsApp Business bot template?

• Users can use template from the created bot by clicking on the “Add New Bot” button, and selecting available template.
• You can use predefined templates offered by the CRMTiger team for WhatsApp. You’ve 2 options: either Create Bot from Scratch or Select template for available WhatsApp Business Bot.
  

How to Build/Design Flow for WhatsApp Business Chatbot?

• Users can set the flow according to the requirement for the Bot.
  
• Basic:
  • Start: Use this node when you start designing the Bot flow.
  • End: Use this node when you end designing the Bot flow.
    
• NOTE :  Bot must start with a choice question.
• Question/Response:
  • With this feature, users can set various types of questions in flow to Ask customers.
  • Add Condition to check it against a response from a customer in Bot.
• Question/Response Action Settings:
  • Text/Response
    • Message Type:
      Regular message – This is a regular message type format sent to customers from Bot.WhatsApp Business Response – This message type will display responses to customers in WhatsApp format.
    • Copy from Variables: Select variable to add or copy to the message which converts to actual value when sent message to customer.
    • Response Text/Question: Type a message as a response or ask a question to the customer.
    • Format: Select any format like text, number, email and date for response.
    • Response file: Send Image as response to the customer along with text.
    • Response copy to variable: Copy customer answer of question from bot to variable which can be used to store in CRM or reply to customer on various stages of Bot flow.
      NOTE: After Text/Response question node, Choice question will not work to show option.
  • Choice Question
    • Message Type
      • Regular message – This message type will display responses to customers in WhatsApp Regular format.
      • WhatsApp Button message – This message type will display a response to the customer in WhatsApp button format.
      • WhatsApp Business List Message: This message type presents a dropdown menu with up to 10 selectable options, organized under headers for better clarity. It’s perfect for scenarios where more than three options need to be displayed, allowing users to easily browse and select their choice from a clear and organized list. Simply tap the dropdown to view the options and make your selection.
    • Question/Response: Add a question for the flow according to your choice.
    • Add Option: Add an option for the question according to your choice.
      
  • Condition
    • By selecting condition, User can add condition for the question if it’s true then it will fire the value which is set.
    • Variable: Select a variable like number, email, date or description for the value.
    • Condition: Select the condition for the question like a value equal to 10000 etc.
    • Enter Value: Enter value according to variable type selected.
      
  • Template Node
    • Users can add pre-approved WhatsApp Business message templates to the bot to enable automated message sending.
      
  • CRM
    • CRM Action: With CRM Action You can Insert/Search record To or From CRM.
    • CRM Action Setting:
      • Select an Action: Select an Action should allow the user to select various operations on CRM.
      • Create a Record – It allows you to Create records in CRM from responses from the customers.
      • Search a Record – It allows you to search records from CRM from the value pass to CRM field.

      With CRM Action You can Insert/Search/Update record To or From CRM.
      CRM Action Setting:
      Select an Action: Select an Action should allow the user to select various operations on CRM.

      • Create a Record – It allows you to Create records in CRM from responses from the customers.
      • Search a Record – It allows you to search records from CRM from the value pass to CRM field.
      • Update Record – It allows you to search and update records from CRM from the value pass to CRM field.

      Modules: Select module to Create/Update/Search record to or from CRM.
      Assign value to CRM fields to Create/Update/Search:

      • CRM field – Select CRM fields to copy value to CRM fields from available variables in create action
      • Saved variables – Select available variables used to store customer’s input from chatbot’s questions.

      Match and update record if exists:

      • CRM field – Select CRM fields to copy value to CRM fields from available variables in update action.
      • Saved variables – Select available variables used to store customer’s input from chatbot’s questions.
      • Default Value: Users can add a default value to be stored in the CRM field if needed.

      Save variable(Response) from CRM field: On create/search on CRM it will return selected field value to customer to be displayed in WhatsApp Business bot.

      • Copy to variable – Select variable type as name, email, date or description for copy variable.
      • Copy from vTiger Field – Select fields for copying variables from vTiger field.
    • Modules: Select module to search/create/update record to or from CRM

  

  • AND / OR Toggle
    • Users can also set conditions for both ‘AND’ and ‘OR’ in the chatbot, enabling more flexible logic to evaluate multiple conditions and trigger specific actions based on those criteria.

  

  • Transfer Condition
    • The Transfer Condition node is used in chatbot workflows to route conversations from the bot to a human agent based on certain conditions or intents.
  • Assign value to CRM fields to Create/Search
    • vTiger field – Select vTiger fields to copy value to vTiger fields from available variables.
    • Saved variables – Select available variables used to store customer’s input from chatbot’s questions.
  • Save variable(Response) from vTiger field : On create/update/search on CRM it will return selected field value to customer to be displayed in WhatsApp Business bot.
    • Copy to variable – Select variable type as name, email, date or description for copy variable.
    • Copy from vTiger Field – Select fields for copying variables from vTiger field.
      
  • Variables
    • Variables used to copy answers from customers using bot like their name, email, phone etc. This will be used to map with respected CRM fields to Add/Search/Update To or From CRM.
      
  • Add Variable Pop-up
    • Variable Name: Enter name for Variable
    • Description: Enter Description for Variable
      Users can Clear all the added actions by clicking on the Clear option and also duplicate the created Bot from the Flow Builder.
      Zoom In and Zoom Out buttons are also there for the flow builder.
      
  • How to create a WhatsApp Business bot?
    
    • Select the ‘Assigned To’ user, and have that user connect the WhatsApp number.
      

    Steps to Configure the Bot:

    • Select WhatsApp Business Number:
      • From the “Select Number for Bot” dropdown, choose the WhatsApp Business number that is connected and accessible to the user based on the “Assigned To” setting.
    • Enter Bot Name:
      • Provide a name for the bot.
    • Add Start Node:
      • Begin designing the bot flow by adding a Start Node.
    • Create Bot Flow:
      • Build the flow using components such as Question/Response, CRM Actions, and Variables, as per your business requirements.
    • Connect End Node:
      • Complete the flow by connecting it to an End Node.
    • Save the Bot:
      • Click the “Save” button to save your bot configuration.

    

    • Enable Bot for connected WhatsApp number.
      
    • Note: WhatsApp Business Bot will only be enabled for those users who have been connected to the selected WhatsApp Business numbers from Settings > WhatsApp Business configuration > Add / Delete users / groups to use multiple WhatsApp Business numbers
      
    • How to Convert Chat to Manual / Robotic Mode?
      • Clicking on the on/off button will stop automatic conversation from the Bot to the selected customer number.
        
      • If Whatsapp business chatbot is enable from the Whatsapp Business configuration > quick edit in the connected user or add WhatsApp business account
        
    • How does WhatsApp Business Chatbot work?
      • Note: It must be activated for Multiple WhatsApp Numbers for users.
      • How does the WhatsApp Business Chatbot for the Support team work ?
        • Activate “Support Bot” to connect your WhatsApp Business Number.
        • When you start messaging as “Any message”, Bot will auto-respond according to the flow.
          
        • Select the “Support” choice as its set flow for that.
          
        • Enter Name, Email and Phone Number, that will create contact according to the details you entered detail as its set CRM Action in flow.
          
        • Enter your choice “To create a new ticket” or “Status of existing ticket”.
          
        • If you select “Create New Ticket” by entering number as 1 will ask to describe your concern.
        • It will create a ticket in CRM against your concern.
          
        • OR If you select “Status of your existing Ticket” by enter number as 2 will ask you to enter the ticket number to show ticket status.
          
      • How does the WhatsApp Business Chatbot for Sales team work ?
        • Activate “Sales bot” to connect your WhatsApp Number.
          
        • When you begin messaging with “Any message,” the bot will automatically respond based on the predefined flow.
        • Select the “New Project” option, as this initiates the configured flow.
        • In response to the prompt “What is your budget?”, enter your budget amount.
          If you enter “10000”, the condition set as “Number equal to 10000”, will evaluate as true, and the bot will respond with:
          “We will set up a meeting with our Sales Team.”
          If you enter any value not equal to 10000, the condition will evaluate as false, and the bot will respond with:
          “Ok, thanks. Our Sales Team will contact you soon.”
          
          

Interested to Try WhatsApp Business Integration ? Click Here