Zoho CRM and WhatsApp Integration: The Best Sales and Customer Experience Strategy

03.03.23 10:12 AM Comment(s) By Rufaro

Zoho CRM and WhatsApp Integration: The Best Sales and Customer Experience Strategy

Zoho CRM and WhatsApp Integration: The Best Sales and Customer Experience Strategy

Does Zoho CRM integrate with WhatsApp?

Yes, you can integrate Zoho CRM with WhatsApp! In today's fast-paced digital world, businesses need to stay on top of their game by utilizing the latest tools and technologies to optimize their processes. One such tool that has gained immense popularity in recent times is Zoho CRM. 

Zoho CRM is a cloud-based customer relationship management software that helps businesses to manage their sales, marketing, and customer support activities. Zoho CRM offers a range of features and integrations that make it an ideal choice for businesses of all sizes. An integration that has gained a lot of attention since it was launched in 2022 is the Zoho CRM and WhatsApp integration.

WhatsApp is one of the most widely used messaging apps in the world, with over 2 billion active users. It is not just used for personal communication but also for business purposes. WhatsApp has become a powerful tool for businesses to communicate with their customers, and now with the Zoho CRM integration, it has become even more powerful.

Zoho CRM provides a seamless integration with WhatsApp enabling businesses to interact with their customers and manage them all from a single platform.


What are the key features of the Zoho CRM and WhatsApp Integration?

One of the most important features of this Zoho CRM and WhatsApp integration is that you can connect with your customers on a platform they are comfortable with in a simple, reliable and secure way. 

Some other important key features of this integration are that you can:
  • Seamlessly generate leads from your WhatsApp business account and add them to your sales pipeline in Zoho CRM.
  • Manage and track conversations with customers from a single view.
  • Use multiple agents to respond to queries and provide customer support.
  • Save and reuse messages that you frequently send and easily respond to common questions in no time.
  • Send personalised canned messages which improves overall customer experience.
  • Schedule tasks, meetings, calls or send emails without leaving the conversation.
  • Highlight your products and services and send them as a message, or attach documents or images through WhatsApp.
  • Update customer information from a single view.
  • Associate your leads with Deals, Tasks and Notes and ensure that your WhatsApp leads never fall through the cracks.
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So what do you need to integrate Zoho CRM to WhatsApp?

Integrating Zoho CRM with WhatsApp simply requires a few clicks but before you can implement this, you must meet the following requirements:

  1. A Facebook Business Manager account.

  2. A verified business on your Facebook Business Manager account.

  3. A WhatsApp Business account.

  4. A new and registered phone number to access the WhatsApp Business API. The WhatsApp number must meet the requirements mentioned here.

  5. WhatsApp Business Messaging Credits. You can learn more the WhatsApp business messaging credits here.

Even though you will be managing your WhatsApp conversations in Zoho CRM, these interactions still need to comply with the WhatsApp Terms of Service and the WhatsApp Commerce Policy. As mentioned above, for this integration, you cannot use a WhatsApp business number that is already in use. You can only use new numbers and only these will be approved for the integration. For businesses that already have active numbers that they are using to support clients on WhatsApp (and are not willing to change or add a new one), you would need to be a little bit patient until the new Zoho CRM updates are launched hopefully in the next couple of months. These may allow customers to use their existing WhatsApp numbers to integrate into Zoho CRM.

According to Facebook Business (Meta) regulations, businesses using the WhatsApp Business Platform are charged per conversation. Instead of charging your customers for every message they send, businesses are charged per conversation based on the new Meta policies. Every conversation has a 24-hour messaging window where your customers can send unlimited messages. You can buy credits based on the frequency of your usage so that the charges are automatically deducted from it. After the first purchase of credits, you can use the auto recharge option to avoid running out of balance. You can also specify the number of credits that can automatically be purchased when the limit is exhausted.

How is integrating Zoho CRM with WhatsApp the Best Sales and Customer Experience Strategy?

WhatsApp is one of the most widely used text-messaging applications which has gained immense popularity among businesses owing to its quick, and hassle-free messaging services. The Zoho CRM and WhatsApp integration allows businesses to engage with their customers in a more personalized and efficient manner. With this integration, businesses can send WhatsApp messages to their customers directly from the Zoho CRM interface. This means that businesses can now have all customer conversations in one place, making it easier to manage and track. Multiple agents can respond to queries as they come in enabling businesses to create a solid customer support framework.

One of the biggest advantages of the Zoho CRM and WhatsApp integration is that it helps businesses to improve their customer engagement. With WhatsApp being a highly popular messaging app, businesses can reach out to customers on a platform they are already comfortable using. This leads to better customer experience, customer satisfaction and loyalty, ultimately resulting in increased sales and revenue for the business. The integration also enables businesses to send personalised canned messages, which can save a lot of time and effort. This feature is designed not only to improve productivity, but to create a more personalised approach to interacting with customers. 

Zoho CRM and WhatsApp Integration The Best Sales and Customer Experience Strategy

Another advantage of the integration is that it helps businesses to save time and resources. With all customer conversations in one place, businesses can quickly respond to customer queries and resolve issues. From each conversation, you can immediately update the customer's details such as their email, contact numbers and other important information that you collect without having to switch your view. You can also add notes and send attachments such as documents and media files from a list of cloud storage options like Google Drive, Sky Drive, Evernote, and Dropbox.  In addition to this, you can schedule tasks, meetings, calls or send emails directly from the conversation. This saves time and helps to ensure that customers are satisfied with the service provided. 

In conclusion, the Zoho CRM and WhatsApp integration is a game-changer for businesses looking to optimize their overall customer experience, customer engagement and communication processes. With the integration, businesses can send personalized messages, automate their communication processes, and improve customer satisfaction. If you are a business looking to enhance your customer engagement and streamline your processes, the Zoho CRM and WhatsApp integration is definitely worth considering.

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