Setup LINE, WeChat, SMS, and multichannel communication in Zoho CRM using Messagebird within a minute

This application uses Messagebird API to connect with different channels like SMS, WhatsApp, Instagram, Telegram, Messenger, etc from inside Zoho CRM. Since there are many social media channels available nowadays, it will be difficult to install and use different plugins for each channel. Hence, this messaging app has been developed to connect all these channels. It helps to send and receive messages from multiple channels inside Zoho CRM and have a record of the same inside Zoho CRM. Also, other rare channels like WeChat, and Line are also able to integrate with the CRM platform. The extension can be installed and can be set up instantly in a few minutes in Zoho CRM. In addition, all available features are listed on a single page and configuration can be done in a few easy steps.

Features

Send single Messages to the customers in leads, contacts, deals, and accounts module
Send Messages to the customers in leads, contacts, deals, and accounts module
Create and manage templates
View the history of Messagebird messages
Send automated messages through workflows
View all the conversations made through the Messagebird account under Messagebird Inbox.

Pre -requisites for app installation

Should have Zoho CRM account
Should have a Messagebird account
Should have approved WhatsApp number and WhatsApp templates from Messagebird in case WhatsApp channel is going to be used.
Should have created channels in Messagebird before proceeding to use the extension (Example: SMS channel, Instagram channel, etc..)

Application Installation

Step 1: Go to Zoho marketplace and install the extension following the below steps.

Step 2: Select the check box by agreeing to the terms and conditions and click Continue.

Step 3: Choose the profiles to whom you want to install the application in Zoho CRM and click Continue.

Step 4: Now your extension is successfully installed.

Authorization

Step 1: To authorize the extension go to your "Leads" Module and open any of the leads. Inside your Lead click on the "Send MessageBird Message" Option.

Step 2: Once your Zoho CRM is successfully authorized, you have to log in to proceed further. You can either use the "Sign in with email" option or else you can use the "Sign in with Google" option.

Note: The sign-in mail doesn't have to be your Messagebird login mail. You can use your Zoho CRM mail for signing in.

Step 3: Initially you have to authorize your Zoho CRM. Click on "Authorize Now" option.

Step 4: Now you have to authorize your Messagebird account by entering your Messagebird Access key. You can use the "Get here" option to get your Messagebird Access key.

Step 5: Once you click on the "Get here" option you will be re-directed to the Messagebird page, where you can copy your Messagebird API key and paste it into the given space inside your Zoho CRM and click Authorize now option.

Now you have sucessfully authorized your Zoho CRM and Messagebird account.

Manage your MessageBird Channels

Step 1:

Once you have successfully authorized your MessageBird account and Zoho account, you will be prompted with the option to select your Messagebird channels for receiving incoming messages inside your Zoho CRM

If you have multiple Messagebird channels you can select the channels from which you wish to receive the incoming messages by doing so you will receive incoming messages only from the channel you have selected inside your CRM.

You can also select the module to receive the incoming messages. When a new message is received to your Messagebird channel, you can select the module under which you want to save the respective record inside your Zoho CRM. You can select the module from the drop-down option. Before creating a new customer in Zoho CRM, it will be checked with the existing clients in the CRM under the selected modules. If an existing client is found, then the incoming message will be synced with the existing client's profile.

Note: You can change this setting at any time you want to change.

Your Messagebird channels are successfully configured and you are all set to send messages using your Messagebird channels from CRM.

Application and Working

Send Single Messages

Step 1: Go to the Leads module and open any of the Leads to whom you want to send the message. And then click the "Send MessageBird Message" option.

Step 2:

Note: If you already have a country code added to the number in your lead you can use the default "Chat view" option for initiating the conversation.

Select your Sender (Messagebird channel)
Choose the recipient number to which you want to send the messages.
While initiating a conversation using the Messagebird WhatsApp channel you are only allowed to send WhatsApp approved template. So select your WhatsApp-approved template from the drop-down.
In the case of the SMS channel, you can either type your customized messages or you can select the pre-defined templates.
After entering the Message click "Send SMS".

Step 3:(Optional)

If you don't have a country code added to the number in your lead you can use the "Form view"option for initiating the conversation.

Select your Sender(MessageBird Channel).
The values in your both phone field and mobile field will be automatically fetched in the Pop-up. You can select the option to which number you wish to send messages by clicking on the respective phone number field.
Enter your default country code value. Which will be used for sending messages to numbers that don't have any country code in them.
In the case of sending SMS you can either type your own customized messages or else you can select the template for sending.
For initiating WhatsApp conversations you are only allowed to send MessageBird-approved Templates to your customers.
After entering Message click "Send".

You will be notified once your Message is successfully sent to your customers.

Step 4: Under the MessageBird Messages option inside your Lead you can able to view the History of messages you have sent and received to that particular lead.

Chat view inside your Leads.

Inside the lead on your left panel, you can able to view the "MessageBird inbox" option. Click on that and from the drop-down, you can select the chat view option.
Select your Sender and select your recipient number. Now you can able to view all the messages you have sent and received from the particular lead using the sender Id.
You can also make one - one conversations from the chat view with the specific Lead.

Note: Same as Leads you can also send messages from the Contacts, Deals and Accounts Module.

Send MessageBird Messages

Step 1: To send messages go to the Leads list view and select one or more leads to whom you want to send messages. After selecting the leads click the "Send MessageBird Message" option.

Step 2: Select your Sender.

Configure your Mobile number field, to which phone number field you wish to send messages.
Configure your default country code option. You have multiple options for configuring the country code.

i) Do not add Country code

If you have a country code for all your existing records in your CRM, you can select this option.

ii) Add for all phone numbers :

If all your existing records in your CRM doesn't have any country code you can select this option which will add country code for all your numbers.

iii) Add if phone number starts with 0

In case you have phone numbers in your existing records was saved with 0 (usually applies for abroad numbers) you can select this option.

iv) Add if phone number does not start with country code

In case some of your records in CRM doesn't have any country code in it you can select this option which will add country code only for the numbers which doesn't have a country code in it and ignore the ones which already have country code in it.

Enter your Message and then click "Send SMS".

How to send Messagebird Messages to a specified Filter of leads?

Step 1:

Open any of your Leads and click on the "Send MessageBird Message" option.
Select your Sender.
And click on the "Add recipients" and select the filter of leads to whom you want to send the messages by selecting the drop-down.
You can add the numbers by searching them from the leads using the "Search from Leads" option or else you can manually add the number.

Step 2:

After selecting the lists, enter the message you wish to send to your customers. You can either type your personalized message or else you can use the template message. You can also insert emojis of your choice in your message.
After entering the message click "Send WhatsApp".

Note: Same as Leads you can able to send messages from the Contacts, Deals and Accounts Module. You can send message to specified list for other modules as well.

Other additional features

Go to any of the Zoho CRM leads/contacts/deals/accounts modules and click the "Send MessageBird Message" option on the top right corner.

Click your profile at the top right to view the additional features.

Get the workflow webhook URL and parameters.
Configure Incoming messages.
Get desktop notifications of the messages.
Manage the app usage for users.

How to create template Messages?

Step 1: To create templates go to your Leads module and open any of your Zoho CRM lead. And then click the "Send MessageBird Message" option.

Step 2: Click on the "Insert Template" option.

Step 3: Select the "Add New Template" option for creating new templates.

Step 4: Enter the name for your MessageBird template and enter the message which you wish to save as template Messages. You can also insert the User's field and the Lead's field for sending personalized messages. You can also copy and paste the content of your WhatsApp-approved templates and save it inside your Zoho CRM.

Step 5: After entering the Message you have to set the visibility of your Template. You can either make the template visible for all users in your Zoho CRM or else you can create the template for your own without sharing it with other users.

Step 6: Click on the "Save Template" option

Step 7: Once you have successfully created your template you can able to view them under the drop-down which can be used for sending it to your customers.

View all the conversations made through the MessageBird account inside your Zoho CRM:

Conversations view

Go to the "MessageBird Inbox" module inside your Zoho CRM and select the conversations view from the drop-down.
Under the conversations view, you can able to view all the messages you have sent and received using your MessageBird channel under a single roof.
Select the sender to filter the conversations related to the selected Sender(Messagebird channel).
You can also search the phone number to view the specific conversations.

Select any conversation and view all the messages you have sent and received to the specific user.
You can send replies directly from the conversation view and make one to one conversations with your customers. You can also able to send attachments and add emojis along with your messages.
In WhatsApp conversations, you can able to view the "Read" status and "Delivered" status of your messages.
In SMS you can able to view the "Delivered" status of your Messages.
Multiple channel messages are differentiated with their specific chat icon.

Send MessageBird messages using workflow conditions

Step 1: Go to any of the Zoho CRM leads/contacts --> Click the "Send Messagebird Message" option from the top-right drop-down --> Click the profile picture --> Click "Workflows". Copy the webhook URL.

Step 2:Copy either the SMS or WhatsApp parameters here according to your need.

Step 3:Click Settings --> Automation --> Workflow rules --> Create rule. Enter the workflow name, Module name for setting up the workflow for that particular module. Enter and fill in the necessary details required in the workflow and use webhook for invoking the workflow.

Step 4:Give a name for the Webhook and select the method as POST. Paste the webhook URL in the space provided which you have already copied from the extension configuration page.

While adding the workflow parameters some of the values in the workflow parameters are already prefilled you just have to replace the parameters that has "Fill here" in it with their respective values.

Step 5:Under "Body", select the Type as "Raw" and Format as "JSON". Paste either the SMS parameter or WhatsApp parameter in the space provided and replace the "FILL_HERE" option with the required values.

SMS Parameters

"channelId" - Enter your MessageBird channel Id which you can get from your Messagebird Channel's page.

"To" - Enter the phone number field of the client (Click "#" and select the placeholder to fetch the value from the Zoho CRM field.)-Refer image

"text" - Enter the message content

"module" - Enter the API name of the Zoho CRM module which you can get from the "Developer Space".

"Channel" - SMS

"recordId" - It can be, for example, Lead ID (Click "#" and select the placeholder to fetch the value from the Zoho CRM field.) - Refer image

WhatsApp Message with attachments

"channelId" - Enter your MessageBird WhatsApp channel Id which you can get from the MessageBird channel's page

"To" - Enter the phone number field of the client (Click "#" and select the placeholder to fetch the value from the Zoho CRM field.)-Refer image

"url" - Enter the media URL of the image you want to send

"caption" - Enter the caption for the image you want to send.

"module" - Enter the API name of the Zoho CRM module which you can get from the "Developer Space".

"Channel" - WhatsApp

"recordId" - It can be, for example, Lead ID (Click "#" and select the placeholder to fetch the value from the Zoho CRM field.) - Refer image

WhatsApp text template parameters

"channelId" - Enter your MessageBird WhatsApp channel Id which you can get from the MessageBird channel's page

"To" - Enter the phone number field of the client (Click "#" and select the placeholder to fetch the value from the Zoho CRM field.) -Refer image

"namespace" - Enter your MessageBird WhatsApp channel namespace Id which you can get from the MessageBird channel's page

"templateName"- Enter your WhatsApp-approved template name which you can get from the MessageBird template manager page.

"params" - [

{

"default": You can fetch the value for the placeholder {{1}} by clicking the # option.

{

"default": You can fetch the value for the placeholder {{2}} by clicking the # option.

]

"module" - Enter the API name of the Zoho CRM module which you can get from the "Developer Space".

"recordId" - It can be, for example, Lead ID (Click "#" and select the placeholder to fetch the value from the Zoho CRM field.) - Refer image

WhatsApp Media template Parameters

"channelId" - Enter your MessageBird WhatsApp channel Id which you can get from MessageBird channel's page

"To" - Enter the phone number field of the client (Click "#" and select the placeholder to fetch the value from the Zoho CRM field.) - Refer image

"namespace" - Enter your MessageBird WhatsApp channel namespace Id which you can get from MessageBird channel's page

"templateName"- Enter your WhatsApp-approved template name which you can get from the MessageBird template manager page.

"url" - Enter the URL of the attachment you want to send

"parameters" - [

{

"type": "text",

"text": You can fetch the value for the placeholder {{1}} by clicking the # option.

{

"type": "text",

"text": You can fetch the value for the placeholder {{2}} by clicking the # option.

}

]

"module" - Enter the API name of the Zoho CRM module which you can get from the "Developer Space".

"recordId" - It can be, for example, Lead ID (Click "#" and select the placeholder to fetch the value from the Zoho CRM field.) - Refer image

Once entered all the values, click the refresh option so that you will get the preview URL. Now, click the "Save and Associate" option to save the webhook.

Note: If you don't have country code to the leads inside the CRM you can configure the country code value in the workflow. You can add them in the workflow parameter "To".

Example: "To": "+91${Leads.Phone}".

Step 6:Now that your workflow is successfully created, whenever a lead meets the desired workflow condition the workflow will be triggered and an automated message will be sent to the customer.

MessageBird History inside your CRM

Step 1: Click on the "Three dots" on the top panel and select the "MessageBird Messages" option.

Step 2:You can able to view the list of all messages you have sent and received using your Messagebird account. You can also use the Manage columns option to add additional columns and view detailed History. The history will be added for the automated messages as well.

How to share MessageBird Credentials with other Zoho CRM users?

Step 1: Go to any of the Zoho CRM leads/contacts --> Click the "Send MessageBird Message" option from the top-right drop-down --> Click the profile picture --> Click "Manage App users". If you are an Zoho CRM admin you can share your MessageBird credentials with Zoho CRM users so that they can use your MessageBird account for sending messages.

On the admin system:

You can add the Zoho CRM users who can use your MessageBird account for sending messages.
You can able to view the list of all Zoho CRM users and you can add them using the "Add" button.

On the user system:

The user while re-authorizing the MessageBird account, they can either use the account shared by their admin or else they can use their own account for sending messages. To configure their own account click on the "Use another account" option.

How to enable incoming notifications on your Desktop?

Configuration on the admin system:

Step 1:

Go to any of the Zoho CRM leads/contacts --> Click the "Send MessageBird Message" option from the top-right drop-down --> Click the profile picture --> Click "Message notifications".

Step 2:

Enter the mail Id of the user to whom you want to receive the incoming notifications for the messages on their desktop at the given space.
After entering the mail click "Add user".

Note: Enter the CRM mail Id of the user they have used for signing in to Ulgebra account in the previous process.

Step 3: After adding the user you can copy the "Subscriber invite link" and share it with the respective user for configuring the incoming message notifications on their desktop.

Configuration on user system:

The user has to copy the link and paste it into their chrome browser.
Sign in to Ulgebra using the mail Id invited by the admin to receive notifications.

Once signed in using your CRM mail Id, enable the option "Receive local notifications" option.
And click "Start receiving notifications on this browser".

Once it is done you can able to receive notifications for the incoming messages inside your browser.

If you click on the desktop notification you will redirected to the specific lead associated with that number in your CRM.

Inside the specific lead you can use Twilio inbox option to make one to one conversations.

This is all about the installation and working of the MessageBird WhatsApp, LINE, WeChat, SMS - Zoho CRM extension.

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