WABA for Zoho CRM

Go to any Zoho CRM Lead, Contact, Deal or Account.

From the drop-down on the right side, click on 'Send WhatsApp - WABA'.

Click on 'Select Recipient' to select the phone field of the contact to which the WhatsApp message is to be sent.

You can now view the history of all the WhatsApp chats held with the contact.

Enter and send messages to the contact.

Insert emojis if required.

Also, view the read-receipts of the messages sent.

Click on '#' to select and insert placeholders.

Click on '/' to access the message template.

Select and insert the message template.

Access the 'Reply' option adjacent to each message through which you can reply to any specific message.

Go to the Zoho CRM Settings page.

Select 'Workflow Rules' under Automation.

Click on 'Create Rule'.

Select the Zoho CRM module to which the workflow is to be applied.

Enter the name of the workflow rule.

Click on 'Next'.

Setup the conditions for the execution and working of the workflow rule.

Select 'Webhooks' from the Instant Actions drop-down.

Go to the Zoho CRM module for which the workflow is created.

Select any contact and select 'Send WhatsApp- WABA' from the drop-down.

Select the WhatsApp Business sender.

Enter the message to be sent via the workflow.

Click on 'Get Workflow Code'.

You can now view all the details to setup the webhook.

Enter the name of the webhook.

Select the method as 'POST'.

Copy the Webhook URL and paste it adjacent to URL to Notify.

Under Body, select the Type as 'Raw'.

Select the Format as 'JSON'.

Copy the Workflow code and paste it in the space provided.

Erase the value adjacent to 'to'.

Enter '#' to view the list of contact fields.

Select the phone field of the contact to which the message is to be sent.

Erase the value adjacent to recordId.

Enter '#' and insert the contact id field.

Adjacent to 'default_country_code', enter the country code that is to be added in case the contact number does not contain a country code.

Click on 'Refresh URL' under 'Preview URL'.

Click on 'Save and Associate'.

Save the workflow.

Get notified of the latest incoming messages at the bell icon within the application.

Click on the bell icon to view the messages received.

Here you can view the unread and read messages which would be differentiated.

Access the associated contact from the notification.

Also, access the chats from the notification.

Delete any notification if required.

Click on 'Enable Now' to access the desktop notification settings.

Activate the feature 'Enable Desktop Notification on this device'.

You can now access the WABA Inbox where you can view all the WhatsApp conversations held.

Select any conversation to view the chat history held with any customer and send messages.

Reply to any message within the conversation.

Access and download any attachment.

Click on Pin at any message to access a particular message within the conversation.

Click on Unpin to remove the pinned message.

Enter any message and click on 'Note' to add the message as a note for your reference within the conversation.

Add and edit the name of any contact based on your requirements.

View the amount of time left for the completion of the 24-hour WhatsApp conversation in the form of a blue circle around the contact profile.

Click on New to initiate a WhatsApp conversation with a non-existing customer.

Easily track the chats by assigning the WhatsApp conversation to any of the Zoho CRM users.

Adjacent to each contact, click on the Assignee section to view the list of Zoho CRM users.

Assign the chat to yourself or any other Zoho CRM user

In case of chats assigned to another agent, click on 'Assign to Me' to re-assign the chat and send messages.

Keep track of the status of any contact with the help of labels.

Click on 'No Label' beside the name of the contact.

View the list of labels and select the appropriate label for the contact.

Utilize the default labels or add new labels based on your requirement.

Click on 'Add Label'.

Select the colour of the label.

Enter the name of the label.

Click on '+ Add'.

Click on 'Edit Labels' in order to edit the existing labels.

Here you can arrange the order of the labels, edit the name or delete labels.

Within any conversation, click on the clock symbol to add your reminder.

Setup the reminder for an hour, a day or a week ahead.

Furthermore, you can also select a custom time to set the reminder.

Enter the name of the reminder.

Click on 'Set Reminder'.

View the reminder within the chat.

Receive the reminder within the WABA Inbox.

Receive the reminders within the WABA Inbox.

Search for any contact number or name to access the conversation of a particular contact.

Access the chats that are un-assigned to assign and reply to customer conversations.

Click on Mine to access the chats assigned to yourself alone.

Click on Reminders to view all the upcoming, completed and overdue reminders.

Filter conversations based on the labels used. 

Select the required label to view all conversations within a particular label.

Click on the Filter icon to access all the filters available.

Filter conversations based on the Unread messages and the incoming messages that need to be replied.

Click on Filter by Agents to view the conversations of a particular HubSpot user.

Click on Filter by Label to filter conversations based on the label used.

Select 'Open in New Tab' to access the extension at all times in a separate tab.

The Zoho CRM admin can manage the users of the WhatsApp Business API.

Select 'Manage App Users'.

Here you can view the list of Zoho CRM users.

Add the users who can access your WhatsApp Business API.

Remove any user if required.

Also, 'Add All' or 'Remove All' users.

The Zoho CRM user added by the admin can view the invitation on the extension settings page.

Accept the invite.

Select the admin account to authorize WABA.

Click on 'Set as Default' to pin a particular WABA sender.

This sender would be selected by default while sending messages.

Click on 'Hide' to remove the WABA number from the list of senders.

Click on 'Show Hidden' to view the list of hidden senders.

At the hidden senders section you can access and retrieve any sender.

Select 'App Usage Analytics'.

Here you can track the usage of the application.

Select 'Reset App Configurations'.

Enter 'confirm' within the space provided.

Click on 'Reset'.

Access all the approved WhatsApp templates within the application with the tag WABA.

Select the template to be inserted.

Within the space provided for each variable, enter the values for the placeholders.

You can enter custom values or insert contact fields.

In case of media templates, upload the required attachment in the space provided.

Click on '+ New Template' to create a local template within the app.

Enter the name of the template.

Enter the content within the template.

Save the new message template.

You can now view these templates with the 'LOCAL' tag.

Choose the template to insert the template message.

Click on the edit icon beside the name of the template to modify a local template.

Click on the delete icon beside the name of the template to delete the template.