How to use WhatsApp Business Integration for vTiger ?

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 “Settings” 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 (Upto 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 comments 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 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 field of the record.
Create Task
- Click on three dots, Go to create.
- Users can create tasks based on the messages.
Search Contact in Timeline
- Users can search contact by Number and Name of the Contact in Timeline View.
Send Attached file/Document in Timeline
- User can send attachment of file/Documents directly from the timeline page

Quick Access

Quick access in timeline view allow you to quickly access various options of WhatsApp Integration for vTiger
- Send WhatsApp Business Message
- WhatsApp Business Template
- Setup WhatsApp Business Workflow
- WhatsApp Business Messages Logs
- WhatsApp Business Messages Logs(per subscribers)
- Auto Responder Text
- Analytics
- Setup WhatsApp Business
- Help
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 messages to New WhatsApp 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.
WhatsApp Business Templates
- 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.
- WhatsApp Business message(Per subscriber)
  - WhatsApp Business messages, per subscriber, can navigate to a list screen of WhatsApp logs, displaying user-specific information, or they can show a list categorised by subscribers
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.

Setup WhatsApp Business

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

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.
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.
    - 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.
  - CRM
    - CRM Action: With CRM Action You can Insert/Update/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.
    - Modules: Select module to search/create/update record to or from CRM
  - Assign value to CRM fields to Create/Update/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.
    - “Select Number for Bot” drop list will show the connected WhatsApp Business number of the user according to the “Assigned To” user.
    - Select WhatsApp Business Number for bot from “Select Number for Bot”.
    - “Select Number for Bot” drop list will show a connected number which is accessible to the user.
    - Enter Bot Name.
    - Add Start Node for designing bot flow
    - Create Flow by using Question/Repose, CRM Action, and Variables according to your business requirement.
    - Connect End Node for designing bot flow
    - Save Bot By clicking on the “Save” button.
    - 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 start messaging as “Any message”, Bot will auto-respond according to the flow.
        
        Select the “New Project” choice as its set flow for that.
        
        Enter your amount in response to the message “What is your budget?”
        
        If you enter “10000” according to the set condition as “Number equal to 10000”, then the condition will be true so it will respond
        
        with a message as “We will set up a meeting with our Sales Team.”
        
        OR If you enter not equal to “10000” according to set condition as “Number equal to 10000”, then condition will be false so it will be responding message as “Ok Thanks. Our Sales Team will contact with you soon….”