Two-way WhatsApp conversations inside vTiger CRM, using the official WhatsApp Business Platform, with every message saved to the right record.
Overview
Customers increasingly prefer WhatsApp to email or phone calls. When sales and support teams answer from personal phones, conversations are lost, there is no record of what was promised and managers cannot see response times.
This solution connects the official WhatsApp Business Platform to vTiger CRM. Agents send and receive messages from the lead, contact or ticket they are working on, share documents and use approved templates, while every message is stored on the record for the whole team to see.
The challenge
- Conversations happening on personal phones with no shared history
- No link between WhatsApp chats and CRM leads, deals or tickets
- Slow responses when the right person is unavailable
- Template and opt-in rules that need careful handling
Our approach
- Set up the business account: We guide you through the WhatsApp Business Platform set-up, phone number and message templates.
- Connect to vTiger: Incoming and outgoing messages are linked to leads, contacts, organisations and tickets.
- Design the workflow: Assignment rules, notifications and templates match how your team handles conversations.
- Train and monitor: We train agents and monitor delivery and errors after launch.
What the solution includes
- Chat window inside CRM records
- Approved template messages for notifications
- Document and image sharing
- Assignment and new-message notifications
- Conversation history on every record
- Optional chatbot and AI-assisted replies
Technology
WhatsApp Business Platform (Cloud API), Meta webhooks, vTiger CRM, PHP, MySQL, REST APIs.
Who it is for
Sales, support and service teams that talk to customers on WhatsApp and want those conversations inside the CRM.
Frequently asked questions
Is this the official WhatsApp API?
Yes. We use the WhatsApp Business Platform from Meta, which requires a verified business and approved templates for messages outside the customer service window.
Can several agents share one WhatsApp number?
Yes. Conversations are assigned to agents in the CRM, so a team can work from one business number.
Can messages be automated?
Yes. Templates can be sent from workflows, and a chatbot or AI assistant can handle common questions.
Related services
Have a similar requirement? Talk to our team for a free consultation, or browse more case studies.
