WhatsApp Business API integration for ERPNext, with a shared inbox and an AI chatbot
Sigzen WhatsApp CRM is an ERPNext WhatsApp integration built on Meta's official WhatsApp Cloud API. It runs inside Frappe Desk as two apps. Your team chats from one inbox or straight from a Lead, Customer or Sales Order. ERPNext sends updates on its own, and a chatbot answers routine questions before handing off to a person.
Hi, is my order dispatched?
Yes. Your order SO-0142 left our warehouse today.Sent by Notification ✓✓
Please share the invoice PDF
📄 Invoice ACC-SINV-0381.pdfAgent: Priya ✓✓
Watch
A walk-through of the main features of Sigzen WhatsApp CRM inside ERPNext — WhatsApp integration, message templates, automatic notifications, the shared chat inbox, forms, campaigns, and an AI chatbot with human handoff.
Why Teams Switch
Sales and support talk to customers on personal WhatsApp. When someone leaves the company, the chat history leaves with them, and nobody else can see what was promised.
The order, quote or invoice is in ERPNext, but the conversation is somewhere else. Staff switch screens and copy numbers by hand.
Order confirmations, payment reminders and dispatch notes go out late, or not at all, because a person has to send each one.
Office timings, prices, directions. Your team answers them again and again, and customers who write after hours wait until morning.
A chatbot keeps replying while an agent is trying to help. Or a customer asks for a human and waits because nobody was assigned.
How It Works
Sigzen WhatsApp saves every message first. The chatbot then decides whether to reply. There is only one webhook, so no message is handled twice.
A customer sends a message to your WhatsApp Business number.
Meta's Cloud API passes it to your ERPNext site's webhook in real time.
It is stored as a WhatsApp Message, whether or not the chatbot is installed.
Is an agent already on this chat? Is it business hours? Is the number excluded?
In this order: continue an open flow, match a keyword, start a flow, ask the AI, send the default reply.
If nothing matched, the text goes to the Unmatched Keyword list for review.
Chat Inbox and the chat panel on the linked document update at once.
Two Apps
The product has two Frappe apps. You can start with the first and add the second later.
Messaging engine
Connects to Meta, stores every message, and gives your team the inbox, templates, notifications, campaigns and forms. It works fully on its own.
Automation layer, optional
Reads the messages Sigzen WhatsApp has saved and decides whether and how to reply. It needs Sigzen WhatsApp installed first and adds no second webhook.
Capabilities
Pick a capability to see what it covers.
One shared WhatsApp inbox inside ERPNext, plus a chat panel on the records your team already works in.
Shared Chat Inbox
Every conversation in one list, with All and Unread filters, search, unread badges and an unread count in the navbar.
Chat from ERPNext records
A chat panel on Lead, Customer, Opportunity, Quotation and Sales Order shows the full history and lets staff reply on the spot.
Start a new chat
Pick a Lead or Customer. The app finds their mobile number and opens the thread.
Send To WhatsApp from any document
Send an approved template from any form's menu, for example an invoice to a customer. The message stays linked to that document.
Interactive WhatsApp messaging
Send and receive text, images, video, documents, audio, stickers, location, contacts, reactions and interactive buttons.
Profiles and read receipts
A WhatsApp Profile is created for each new contact and can link to a CRM Contact, with notes. Meta read receipts are optional.
Send Meta-approved templates by hand, or let ERPNext send them when something happens.
Customizable WhatsApp message templates
Utility, Marketing, Authentication, Transactional and OTP categories. Headers can be text, image, video or a document, with a footer and buttons such as Quick Reply, Call Phone and Visit Website.
Template sync with Meta
Fetch templates from Meta. Approval status (Pending, Approved, Rejected) updates by itself through the webhook.
Values filled from ERPNext
Map placeholders like {{1}} and {{2}} to fields on a DocType, so each message carries that customer's own order number or amount.
Automated WhatsApp messaging on ERPNext events
Send a template when a Sales Order is submitted, an invoice is created, or any other document event happens. Add an optional Python condition and a PDF attachment.
Scheduled reminders
Run notifications hourly, daily, weekly or monthly, for example for payments that are due.
Audit log
A read-only Notification Log records webhook and API activity. Old entries are removed based on the retention days you set.
Send one approved template to many customers and see what happened to each message.
Recipient Lists
Keep reusable lists of names and mobile numbers, or import them from any DocType, such as Leads that have a mobile number.
Background sending
Send to a saved list or to rows you add by hand. Messages queue and go out in the background.
Clear campaign status
Each campaign moves from Draft to Queued and In Progress, then to Completed or Partially Failed.
Retry failed messages
Retry Failed resends only the messages that did not go through.
WhatsApp message tracking
The Bulk WhatsApp Status report shows sent, delivered, read and failed counts for your campaigns.
Build Meta's native interactive forms in Desk. Customers fill them in without leaving WhatsApp, and ERPNext creates the record.
Form builder in Desk
Add screens and fields: text input, text area, dropdown, date picker, radio buttons, checkboxes and opt-in, plus headings, images and links. The form JSON is built when you save.
Publish from ERPNext
Create the form on Meta, upload changes, read Meta's validation errors, preview, publish, or import an existing form back into Desk.
Lead creation from WhatsApp
Map each answer to a field on Lead or any other DocType. When a customer completes the form, a Form Response is saved and the record is created.
Safe field mapping
A site-wide Field Type Mapping allows only matching field types. A date answer can only go to a Date field, and an opt-in only to a Check field.
Where teams use it
Event registration, lead capture, feedback surveys, appointment booking and KYC-style data collection.
Answer routine questions at any hour, and collect customer details one step at a time.
Keyword replies
Match words with Exact, Contains, Starts With or Regex. Higher-priority rules are checked first. Reply with text, a template, media, a form or a script, and set start and end dates for limited-time offers.
Guided conversation flows
Ask one question at a time. Check answers as a number, email, phone, date or regex pattern, save them as variables, and branch on the answer. A step can also open a WhatsApp Form.
Actions when a flow ends
Create a document such as a Lead, call an API, or run a script. The closing message can repeat the answers the customer gave.
AI fallback
When no rule matches, the chatbot can ask an AI model from OpenAI, Anthropic, Google Gemini or a custom endpoint. You set the system prompt and add your own knowledge through AI Context.
Business hours and exclusions
Reply only during your working hours and send an out-of-hours message otherwise. The bot never answers numbers on the Excluded Numbers list.
Learn from unmatched messages
Texts that nothing matched are collected in one list. Your team reviews them, adds keyword rules, clears the list and repeats.
When a customer asks for a person, the bot steps back and an assigned agent takes over.
Bot pauses for that customer
An Active Agent Transfer stops auto-replies to that phone number until someone sets the status to Resume to AI.
Automatic assignment
A standard Frappe Assignment Rule picks the agent, and Chat Inbox shows who is handling the chat.
Timeout reassignment
If the agent does not reply within the minutes you set, the chat moves to the next agent. A check runs every minute.
Escalation
If every agent times out, an escalation user is notified and the customer gets a message you have written.
Reply control
On an Active transfer, only the assigned agent, a WhatsApp Manager, an Admin or a System Manager can reply.
Start a handoff your way
From a keyword such as agent or human, from a step in a flow, or from Python code.
Three WhatsApp roles are created and kept in sync on every install and migrate, so nobody has to set them up by hand.
WhatsApp User
For sales and support agents. Chat, send messages, submit campaigns and manage handoffs. Settings are read-only.
WhatsApp Manager
For operations and campaign owners. Manage templates, forms, notifications, recipient lists, chatbot rules and unmatched keywords.
WhatsApp Admin
For implementers and IT. Full access, including WhatsApp accounts, settings, field type mapping and chatbot settings.
Limited CRM access
WhatsApp roles can read and update existing Leads, Customers, Opportunities, Quotations and Sales Orders so they can chat on them. Creating or deleting those records still follows ERPNext's own roles.
One shared WhatsApp inbox inside ERPNext, plus a chat panel on the records your team already works in.
Shared Chat Inbox
Every conversation in one list, with All and Unread filters, search, unread badges and an unread count in the navbar.
Chat from ERPNext records
A chat panel on Lead, Customer, Opportunity, Quotation and Sales Order shows the full history and lets staff reply on the spot.
Start a new chat
Pick a Lead or Customer. The app finds their mobile number and opens the thread.
Send To WhatsApp from any document
Send an approved template from any form's menu, for example an invoice to a customer. The message stays linked to that document.
Interactive WhatsApp messaging
Send and receive text, images, video, documents, audio, stickers, location, contacts, reactions and interactive buttons.
Profiles and read receipts
A WhatsApp Profile is created for each new contact and can link to a CRM Contact, with notes. Meta read receipts are optional.
Send Meta-approved templates by hand, or let ERPNext send them when something happens.
Customizable WhatsApp message templates
Utility, Marketing, Authentication, Transactional and OTP categories. Headers can be text, image, video or a document, with a footer and buttons such as Quick Reply, Call Phone and Visit Website.
Template sync with Meta
Fetch templates from Meta. Approval status (Pending, Approved, Rejected) updates by itself through the webhook.
Values filled from ERPNext
Map placeholders like {{1}} and {{2}} to fields on a DocType, so each message carries that customer's own order number or amount.
Automated WhatsApp messaging on ERPNext events
Send a template when a Sales Order is submitted, an invoice is created, or any other document event happens. Add an optional Python condition and a PDF attachment.
Scheduled reminders
Run notifications hourly, daily, weekly or monthly, for example for payments that are due.
Audit log
A read-only Notification Log records webhook and API activity. Old entries are removed based on the retention days you set.
Send one approved template to many customers and see what happened to each message.
Recipient Lists
Keep reusable lists of names and mobile numbers, or import them from any DocType, such as Leads that have a mobile number.
Background sending
Send to a saved list or to rows you add by hand. Messages queue and go out in the background.
Clear campaign status
Each campaign moves from Draft to Queued and In Progress, then to Completed or Partially Failed.
Retry failed messages
Retry Failed resends only the messages that did not go through.
WhatsApp message tracking
The Bulk WhatsApp Status report shows sent, delivered, read and failed counts for your campaigns.
Build Meta's native interactive forms in Desk. Customers fill them in without leaving WhatsApp, and ERPNext creates the record.
Form builder in Desk
Add screens and fields: text input, text area, dropdown, date picker, radio buttons, checkboxes and opt-in, plus headings, images and links. The form JSON is built when you save.
Publish from ERPNext
Create the form on Meta, upload changes, read Meta's validation errors, preview, publish, or import an existing form back into Desk.
Lead creation from WhatsApp
Map each answer to a field on Lead or any other DocType. When a customer completes the form, a Form Response is saved and the record is created.
Safe field mapping
A site-wide Field Type Mapping allows only matching field types. A date answer can only go to a Date field, and an opt-in only to a Check field.
Where teams use it
Event registration, lead capture, feedback surveys, appointment booking and KYC-style data collection.
Answer routine questions at any hour, and collect customer details one step at a time.
Keyword replies
Match words with Exact, Contains, Starts With or Regex. Higher-priority rules are checked first. Reply with text, a template, media, a form or a script, and set start and end dates for limited-time offers.
Guided conversation flows
Ask one question at a time. Check answers as a number, email, phone, date or regex pattern, save them as variables, and branch on the answer. A step can also open a WhatsApp Form.
Actions when a flow ends
Create a document such as a Lead, call an API, or run a script. The closing message can repeat the answers the customer gave.
AI fallback
When no rule matches, the chatbot can ask an AI model from OpenAI, Anthropic, Google Gemini or a custom endpoint. You set the system prompt and add your own knowledge through AI Context.
Business hours and exclusions
Reply only during your working hours and send an out-of-hours message otherwise. The bot never answers numbers on the Excluded Numbers list.
Learn from unmatched messages
Texts that nothing matched are collected in one list. Your team reviews them, adds keyword rules, clears the list and repeats.
When a customer asks for a person, the bot steps back and an assigned agent takes over.
Bot pauses for that customer
An Active Agent Transfer stops auto-replies to that phone number until someone sets the status to Resume to AI.
Automatic assignment
A standard Frappe Assignment Rule picks the agent, and Chat Inbox shows who is handling the chat.
Timeout reassignment
If the agent does not reply within the minutes you set, the chat moves to the next agent. A check runs every minute.
Escalation
If every agent times out, an escalation user is notified and the customer gets a message you have written.
Reply control
On an Active transfer, only the assigned agent, a WhatsApp Manager, an Admin or a System Manager can reply.
Start a handoff your way
From a keyword such as agent or human, from a step in a flow, or from Python code.
Three WhatsApp roles are created and kept in sync on every install and migrate, so nobody has to set them up by hand.
WhatsApp User
For sales and support agents. Chat, send messages, submit campaigns and manage handoffs. Settings are read-only.
WhatsApp Manager
For operations and campaign owners. Manage templates, forms, notifications, recipient lists, chatbot rules and unmatched keywords.
WhatsApp Admin
For implementers and IT. Full access, including WhatsApp accounts, settings, field type mapping and chatbot settings.
Limited CRM access
WhatsApp roles can read and update existing Leads, Customers, Opportunities, Quotations and Sales Orders so they can chat on them. Creating or deleting those records still follows ERPNext's own roles.
Use Cases
These are common setups Sigzen's team builds with the product. Each one runs inside ERPNext.
| Use case | What starts it | What happens |
|---|---|---|
| Order confirmation | A Sales Order is submitted | The customer gets an approved template with the order details and an optional PDF. |
| Payment reminder | A daily or weekly schedule | Customers with dues get a reminder template. |
| Lead capture | A customer completes a WhatsApp Form | A Lead is created in ERPNext with the answers in the right fields. |
| Guided enquiry | A customer types a trigger word or taps a button | A chatbot flow asks for name, email and phone, then creates a Lead. |
| Offer or announcement | You submit a WhatsApp Campaign | One template goes to a saved Recipient List, with delivery and read counts. |
| Common questions | A customer types words like hours, price or location | A keyword reply answers straight away, even after office hours. |
| Talk to a person | A customer types agent or human | The bot pauses and an assigned agent replies from Chat Inbox. |
Meta's 24-Hour Rule
Meta allows free-form messages only within about 24 hours of the customer's last message. Outside that window, any message your business starts must use a Meta-approved template. Sigzen WhatsApp CRM applies this rule the same way in the inbox, in notifications, in campaigns and in the chatbot.
| Message | Does the 24-hour window apply? | Approved template needed? |
|---|---|---|
| Chatbot reply to a customer's message | No, it is a reply | No |
| Chat Inbox or Document Chat, inside the window | Yes | No |
| Chat Inbox or Document Chat, outside the window | Yes | Yes |
| WhatsApp Campaign | Not applicable | Yes |
| Notification on a document event | Not applicable | Yes |
| Send To WhatsApp from a form | Depends on timing | Yes, if outside the window |
Built on Frappe
Sigzen WhatsApp CRM is not an outside inbox that syncs with ERPNext. It is a pair of Frappe apps installed on your own ERPNext site, so chats, customers and documents sit in one database.
It connects directly to Meta's WhatsApp Business Cloud API. Each business phone number is one WhatsApp Account record.
Every incoming and outgoing message is stored in ERPNext. The chatbot reads saved messages and never opens a second webhook.
Roles, Assignment Rules, scheduled jobs and live updates all work the standard Frappe way.
Run the messaging app alone for the inbox, templates, campaigns and forms. Add the chatbot app when you want automation.
Connect OpenAI, Anthropic, Google Gemini or a custom endpoint with your own API key, model and limits.
A verify-setup command lets admins check the installation before real customers write in.
Honest Fit
It suits teams that already run ERPNext and talk to customers on WhatsApp every day. It is not the right choice for everyone.
Getting Started
Sigzen's team does the setup with you. These are the steps from a Meta account to your first live message.
Create a Meta app with the WhatsApp product. Note the Phone Number ID, WhatsApp Business Account ID, App ID and a permanent access token.
Install Sigzen WhatsApp first. Add Sigzen WhatsApp Chatbot if you want automation.
Create a WhatsApp Account in Desk and set the default incoming and outgoing accounts.
Add the callback URL and verify token in Meta, subscribe to message and template status updates, then click Subscribe App to Webhooks.
Assign the WhatsApp User, Manager or Admin role to each person.
Pull approved templates from Meta. Turn on the chatbot and set business hours, a default reply and your AI provider.
Send a test message, check the reply and an outbound template, and run the health check.
Pricing
Sigzen gives each customer a quote based on their setup. These are the things that change the price:
Meta charges for WhatsApp Business messages under its own pricing. These charges are separate from Sigzen's fees and depend on the message type and the customer's country.
Trust
“Sigzen WhatsApp CRM has been a game-changer for our promotional campaigns. The ability to send targeted messages and track performance in real-time helped us achieve a 25% increase in repeat sales. Highly recommended for any retail business!”
“Sigzen WhatsApp CRM transformed our customer outreach! The automated notifications and bulk messaging features have streamlined our communication, and we’ve seen a 15% boost in customer satisfaction. It’s incredibly efficient and seamlessly integrates with ERPNext!”
FAQ
Sigzen WhatsApp CRM is an ERPNext add-on that connects the official WhatsApp Business Cloud API to Frappe Desk. It gives teams a shared chat inbox, chat on CRM and sales records, automatic template notifications, bulk campaigns, WhatsApp Forms that create ERPNext records, and an optional AI chatbot with human handoff.
Meta sends every WhatsApp message to a webhook on your ERPNext site. The Sigzen WhatsApp app saves it as a WhatsApp Message and shows it in Chat Inbox and on the linked Lead, Customer or document. Outgoing messages go from ERPNext to Meta as soon as they are created, and delivery and read status comes back through the same webhook.
Yes. Sigzen WhatsApp CRM connects to Meta's WhatsApp Business Cloud API using your Phone Number ID, WhatsApp Business Account ID and a permanent access token. Each business phone number is set up as its own WhatsApp Account in ERPNext.
Yes. When no keyword or flow matches, the Sigzen chatbot can pass the question to OpenAI, Anthropic, Google Gemini or a custom endpoint. You choose the model, write the system prompt, set limits, and add company knowledge through WhatsApp AI Context. If AI is off, the default reply is sent.
The customer types a word such as agent or human. Sigzen WhatsApp CRM creates an Agent Transfer, pauses the bot for that number, and assigns an agent through a Frappe Assignment Rule. If the agent does not reply in time, the chat moves to the next agent. When the issue is solved, the status is set to Resume to AI and the bot takes over again.
Yes, with WhatsApp Campaigns. Pick an approved template and a Recipient List, then submit. Messages send in the background, the Bulk WhatsApp Status report shows sent, delivered, read and failed counts, and Retry Failed resends only the failures. Meta requires an approved template for these messages.
Yes. Build a WhatsApp Form in Desk, publish it to Meta, and turn on Document Generation with Lead or another DocType as the target. When a customer completes the form, the answers are saved to the mapped fields and the record is created.
Yes. The Sigzen WhatsApp app works alone and gives you the inbox, Document Chat, templates, notifications, campaigns and forms. The chatbot is a separate app you can add later. The chatbot cannot run without Sigzen WhatsApp.
Meta charges for WhatsApp Business messages under its own pricing, and these charges are separate from Sigzen's fees. The rate depends on the message type and the customer's country, so check Meta's current WhatsApp Business pricing for your market.
Sigzen's team will walk you through the inbox, a WhatsApp Form that creates a Lead, and a chatbot handoff to an agent. Bring your setup questions.
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