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

Communicate with your leads and prospects through multiple messaging applications

About

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 personalized 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.

Messagebird for Zoho CRM integration - Installation

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

Messagebird for Zoho CRM - installation - select profile

Step 4: Now your extension is successfully installed.

Installation of MessageBird for Zoho CRM is successfull

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.

Select "Send Messagebird Message" to authorize

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.

Sign in to proceed with the authorization of Messagebird for Zoho CRM integration

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

Initially authorize your Zoho CRM

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.

Authorize your Messagebird account

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.

Get your MessageBird access to authorize the Messagebird account

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.

Configure incoming messages feature to receive messages via Messagebird for Zoho CRM integration

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

Application and Working

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.

Send single message from Zoho CRM - select "Send Messagebird Message"

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 personalized MessageBird Messages to all your desired customers

Step 1: To send MessageBird 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.