InteGreat 06: Integrate your Zoho Creator app with Whatsapp using Twilio

InteGreat 06: Integrate your Zoho Creator app with Whatsapp using Twilio

Hi folks,

We're back with a new post in our InteGreat series, and this time we're going to walk you through how to integrate your Zoho Creator application with Whatsapp using Twilio.

Before we dive into this integration, let's quickly cover some basics.


What is Whatsapp? How do businesses leverage it?

WhatsApp Messenger, or simply WhatsApp, is a cross-platform messaging app that lets you make video and voice calls, send text messages, and more.

With the introduction of Whatsapp Business, more businesses are using it as a means to communicate and engage with their customers and leads. They also use it for sending information, such as appointment details, shipping details, and confirming booking requests.


What is Twilio?
Twilio is a communications platform that allows software engineers to build voice and SMS capabilities into applications. Many of our customers integrate their Zoho Creator apps with Twilio to send SMS notifications, such as appointment reminders, transaction details, status updates on orders, and device approvals.

In this post, we'll talk about how to integrate your Creator app with Whatsapp, to communicate relevant information to your customers. That is, whenever a user or a customer submits data in a form, we can trigger a notification to the user, sharing relevant information. We can automate this entire process using Twilio on Creator's form workflow option that's enabled using an API. 


Why use Twilio to integrate a Creator app with Whatsapp?

Whatsapp doesn't provide a direct, end-user API, however, they allow you to host a small service, which in turn talks to Whatsapp servers. But hosting your own server can be challenging in terms of reliability, security, and knowledge, so we're using the cloud-based service option.

Twilio is one of the established messaging service providers that we support integration for. So you can opt to use the Twilio API to act as host to communicate with Whatsapp.

​

Before we do that, though, we need to set a few things to configure the integration.

​

Step 1: Set up a Whatsapp Business account, set up your Facebook Business Manager account, and set up a Twilio account using the same Whatsapp Business account mobile number.

Step 2: After you create the Twilio account, request access to enable the Twilio number for Whatsapp messages, and verify your Facebook Business Manager account.

Step 3: Create an appointment/registration form in your Creator application to collect the mobile numbers and the consent for Whatsapp notifications. 

Now, let's go in-depth into each of these steps:


Step 1: Setting up the accounts

Whatsapp Business account: First, choose the mobile number from which the notification is to be triggered, and use that mobile number to set up Whatsapp Business account.

Facebook Business Manager account: Then, please do set up your Facebook profile to create a Business Manager account, if you already haven't set up one. You can use your Facebook username and password to sign in to Business Manager.

To create a Business Manager account:

  1. Go to business.facebook.com/overview.
  2. Click Create account.
  3. Enter a name for your business, your name, and work email address and click Next.
  4. Enter your business details and click Submit.

Twilio account: Next, do sign up for a Twilio account with the same mobile number with which you've set up the Whatsapp Business account.

Once these initial setups are configured, you can proceed to request access and verification.

Step 2: Request access and verification

Now, WhatsApp uses your Facebook Business Manager account to identify your business and associate your phone number with it.

Twilio provides a sandbox environment, where users can test the API code with a sandbox from the number provided by Twilio, which can used used to test the API. To use your own number for notifications, you need to submit a request to Whatsapp with your business requirement. They need to approve it to trigger Whatsapp messages via the API. Whatsapp doesn't provide a direct, end-user API URL, so we're integrating it on top of the Twilio API and using that in the Creator application.

Please note that WhatsApp has final discretion to approve companies to use the API. You can follow the steps given below to request access and complete the verification process:

1) Twilio: Request access to enable your Twilio numbers for WhatsApp.
2) Twilio: Submit a sender profile and message templates.
3) Facebook: Approve Twilio to send messages on your behalf.
4) Facebook: Verify your Facebook Business Manager account.
5) Twilio: Twilio completes your WhatsApp sender registration.


Step 3: Configuring the code

Once you've completed the verification process and set the Whatsapp account, you can make use of the Twilio API on a Zoho Creator workflow to trigger a Whatsapp message.

For that, let's create a simple appointment or registration form in your Creator app.

Along with the other fields, you need to add the following fields:

  • Phone number type field to collect the mobile number of the customer/user
  • Decision box type field to get consent for Whatsapp notification



Once you've created the form, on On create on success, you need to add the code to trigger the Whatsapp notification based on the value in the Decision box field to send notifications.

Please find the below sample code added with the post URL call to trigger the notification via the Twilio API.

  1. if(input.I_agree_to_receive_whatsapp_notification == true)
  2. {
  3. mp = Map();
  4. mp.put("To","whatsapp:" + input.Mobile_Number);
  5. mp.put("From","whatsapp:+91**********");
  6. mp.put("Body","Your appointment is coming up on" + input.Appointment_Date_Time.todate());
  7. header = Map();
  8. username = zoho.encryption.base64Encode("<TWILIO_ACCOUNT_SID>:<TWILIO_AUTH_TOKEN>");
  9. header.put("Authorization","Basic " + username);
  10. resp = postUrl("https://api.twilio.com/2010-04-01/Accounts/<TWILIO_ACCOUNT_SID>/Messages.json",mp,header);
  11. info resp;
  12. }

Script explanation:

  1. Here, "I_agree_to_receive_whatsapp_notification" is the Decision box field, and we are using the if condition to trigger notifications only to the user who checked this field while submitting data in the form.

  2. Mobile_Number is the phone number field where the user enters their mobile number while submitting the form.

  3. The From in the code part is a static phone number from which the notification will be sent to all users for which the above setup and verifications were done. The business name and the logo as submitted in step 2 for "Submit a sender profile and message template" will reflect on the from part of the Whatsapp message to the customers.

  4. The Body part is the content of the Whatsapp message, where you can have both the static and form field content passed against it. 

  5. The "To" number (dynamic content) and the "body" of the Whatsapp message are the content filled in on the Creator form, and need to be passed to a data map.

  6. Authenticate the API on the Creator end with basic authentication, as below.
    username = zoho.encryption.base64Encode("<TWILIO_ACCOUNT_SID>:<TWILIO_AUTH_TOKEN>");
    header.put("Authorization","Basic " + username);
     

    The account SID (string identifier) and Authtoken will be available in the settings option under Twilio account, as in the screenshot given above.

    Note: A string identifier (SID) is a unique key that's used to identify specific resources. Here, the account SID is used to identify the Twilio account from which the API is triggered.

  7. Construct the Twilio Whatsapp API call in the below format:

    postUrl("https://api.twilio.com/2010-04-01/Accounts/<TWILIO_ACCOUNT_SID>/Messages.json",mp,header);

    Here, both the header map (header) and the data map (mp) are passed as arguments for the POST URL call to authenticate and trigger the Whatsapp message via API. 



    8. Please don't forget that WhatsApp requires that your application implement explicit user opt-ins to deliver messages over WhatsApp on the mobile number provided, while submitting the data on the Creator form and triggering the notification only for consenting users. Whatsapp also recommends that business owners track and save these details for future reference.

    Please note that sending messages to end users without an opt-in may result in users blocking your business, as well as the suspension of your WhatsApp Business account.
We hope this tip was useful to you! If there are any questions, feel free to ask in the comments below, and we'll be happy to address them for you!

    • Recent Topics

    • Automatic Matching from Bank Statements / Feeds

      Is it possible to have transactions from a feed or bank statement automatically match when certain criteria are met? My use case, which is pretty broadly applicable, is e-commerce transactions for merchant services accounts (clearing accounts). In these

    • Clone Recurring Expenses

      Our bookkeeping practices make extensive use of the "clone" feature for bills, expenses, invoices, etc. This cuts down significantly on both the amount of typing that needs to be done manually and, more importantly, the mental overhead of choosing the

    • Unify Overlapping Functionalities Across Zoho Products

      Hi Zoho One Team, We would like to raise a concern about the current overlap of core functionalities across various Zoho applications. While Zoho offers a rich suite of tools, many applications include similar or identical features—such as shift management,

    • Automation #7 - Auto-update Email Content to a Ticket

      This is a monthly series where we pick some common use cases that have been either discussed or most asked about in our community and explain how they can be achieved using one of the automation capabilities in Zoho Desk. Email is one of the most commonly

    • Ticket to article and Ticket to template

      Hello! I would like to know if it is possible (and how) to do the following actions: 1. To generate an article from a ticket (reply + original message) 2. Easy convert an answer to an email template

    • Centralize and Streamline Zobot and Flow Control Settings in Zoho SalesIQ

      Dear Zoho SalesIQ Team, We would like to suggest a crucial improvement to the current setup and configuration experience within SalesIQ. Problem Statement Zoho SalesIQ currently offers three primary mechanisms for handling customer chats: Answer Bot –

    • Is there API Doc for Zoho Survey?

      Hi everyone, Is there API doc for Zoho Survey? Currently evaluating a solution - use case to automate survey administration especially for internal use. But after a brief search, I couldn't find API doc for this. So I thought I should ask here. Than

    • Windows Desktop App - request to add minimization/startup options

      Support Team, Can you submit the following request to your development team? Here is what would be optimal in my opinion from UX perspective: 1) In the "Application Menu", add a menu item to Exit the app, as well as an alt-key shortcut for these menus

    • Kaizen #225 - Making Query-based Custom Related Lists Actionable with Lookups and Links

      Hello everyone! Welcome back to another post in the Kaizen series! This week, we will discuss an exciting enhancement in Queries in Zoho CRM. In Kaizen #190, we discussed how Queries bridge gaps where native related lists fall short and power custom related

    • WebDAV / FTP / SFTP protocols for syncing

      I believe the Zoho for Desktop app is built using a proprietary protocol. For the growing number of people using services such as odrive to sync multiple accounts from various providers (Google, Dropbox, Box, OneDrive, etc.) it would be really helpful

    • CRM x WorkDrive: We're rolling out the WorkDrive-powered file storage experience for existing users

      Release plan: Gradual rollout to customers without file storage add-ons, in this order: 1. Standalone CRM 2. CRM Plus and Zoho One DCs: All | Editions: All Available now for: - Standalone CRM accounts in Free and Standard editions without file storage

    • Non-responsive views in Mobile Browser (iPad)

      Has anyone noticed that the creator applications when viewed in a mobile browser (iPad) lost its responsiveness? It now appears very small font size and need to zoom into to read contents. Obviously this make use by field staff quite difficult. This is not at all a good move, as lots of my users are depending on accessing the app in mobile devices (iPads), and very challenging and frustrating. 

    • [Free Webinar] Learning Table Series - AI-Enhanced Logistics Management in Zoho Creator

      Hello Everyone! We’re excited to invite you to another edition of Learning Table Series, where we showcase how Zoho Creator empowers industries with innovative and automated solutions. About Learning Table Series Learning Table Series is a free, 45-60

    • Learner transcript Challenges.

      Currently i am working on a Learner Transcript app for my employer using Zoho Creator. The app is expected to accept assessment inputs from tutors, go through an approval process and upon call up, displays all assessments associated with a learner in

    • Customizable UI components in pages | Theme builder

      Anyone know when these roadmap items are scheduled for release? They were originally scheduled for Q4 2025. https://www.zoho.com/creator/product-roadmap.html

    • Feature Request - Set Default Values for Meetings

      Hi Zoho CRM Team, I would be very useful if we could set default values for meeting parameters. For example, if you always wanted Reminder 1 Day before. Currently you need to remember to choose it for every meeting. Also being able to use merge tags to

    • We Asked, Zoho Delivered: The New Early Access Program is Here

      For years, the Zoho Creator community has requested a more transparent and participatory approach to beta testing and feature previews. Today, I'm thrilled to highlight that Zoho has delivered exactly what we asked for with the launch of the Early Access

    • Analytics <-> Invoice Connection DELETED by Zoho

      Hi All, I am reaching out today because of a big issue we have at the moment with Zoho Analytics and Zoho Invoice. Our organization relies on Zoho Analytics for most of our reporting (operationnal teams). A few days ago we observed a sync issue with the

    • How to use Rollup Summary in a Formula Field?

      I created a Rollup Summary (Decimal) field in my module, and it shows values correctly. When I try to reference it in a Formula Field (e.g. ${Deals.Partners_Requested} - ${Deals.Partners_Paid}), I get the error that the field can’t be found. Is it possible

    • Zoho Creator to Zoho CRM Images

      Right now, I am trying to setup a Notes form within Zoho Creator. This Notes will note the Note section under Accounts > Selected Account. Right now, I use Zoho Flow to push the notes and it works just fine, with text only. Images do not get sent (there

    • CRM gets location smart with the all new Map View: visualize records, locate records within any radius, and more

      Hello all, We've introduced a new way to work with location data in Zoho CRM: the Map View. Instead of scrolling through endless lists, your records now appear as pins on a map. Built on top of the all-new address field and powered by Mappls (MapMyIndia),

    • Error Logs / Failure logs for Client Scripts Functions

      Hi Team, While we are implementing client scripts for the automation, it is working fine in few accounts but not working for others. So, it would be great if we can have error Logs for client scripts also just like custom functions. Is there any way that

    • Automate pushing Zoho CRM backups into Zoho WorkDrive

      Through our Zoho One subscription we have both Zoho CRM and Zoho WorkDrive. We have regular backups setup in Zoho CRM. Once the backup is created, we are notified. Since we want to keep these backups for more than 7 days, we manually download them. They

    • Zoho Books blocks invoicing without VeriFactu even though it is not mandatory until 2027

      I would like to highlight a very serious issue in Zoho Books for Spain. 1. The Spanish government has postponed the mandatory start of VeriFactu to January 1st, 2027. This means that during all of 2026 businesses are NOT required to transmit invoices

    • Problem : Auto redirect from zoho flow to zoho creator

      Hi there, I've been waiting for zoho team to get back on this for last couple of days. Anyone else have the problem to access zoho flow? everytime I click on zoho flow it redirects me to zoho creator. I tried incognito mode but it still direct me to zoho

    • How to link tickets to a Vendor/Vendor Contact (not Customer) for Accounting Department?

      Hi all, We’re configuring our Accounting department to handle tickets from both customers and vendors (our independent contractors). Right now, ticket association seems to be built around linking a ticket to a Customer / Customer Contact, but for vendor-originated

    • Client and Vendor Portal

      Some clients like keeping tabs on the developments and hence would like to be notified of the progress. Continuous updates can be tedious and time-consuming. Zoho Sprints has now introduced a Client and Vendor Portal where you can add client users and

    • #7 Tip of the week: Delegating approvals in Zoho People

      With Zoho People, absences need not keep employees waiting with their approval requests. When you are not available at work, you can delegate approvals that come your way to your fellow workmate and let them take care of your approvals temporarily. Learn more!

    • Trouble with using Apostrophe in Name of Customers and Vendors

      We have had an ongoing issue with how the system recognizes an apostrophe in the name of customers and vendors. The search will not return any results for a name that includes the mark; ie one of our vendors names is "L'Heritage" and when entering the

    • Why am I seeing deleted records in Zoho Analytics syncing with Zoho CRM?

      I have done a data sync between Zoho CRM and Zoho Analytics, and the recycle bin is empty. Why do I see deleted leads/deals/contacts in Zoho Analytics if it doesn't exist in Zoho CRM? How can I solve this problem? Thanks

    • Nueva edición de "Ask The Expert" en Español Zoho Community

      ¡Hola Comunidad! ¿Te gustaría obtener respuestas en directo sobre Zoho CRM, Zoho Desk u otra solución dentro de nuestro paquete de CX (Experiencia del Cliente? Uno de nuestros expertos estará disponible para responder a todas tus preguntas durante nuestra

    • How to use MAIL without Dashboard?

      Whenever I open Mail, it opens Dashboard. This makes Mail area very small and also I cannot manage Folders (like delete/rename) etc. I want to know if there is any way to open only Mail apps and not the Dashboard.

    • Peppol: Accept Bill (Belgium)

      Hi, This topic might help you if you're facing the same in Belgium. We are facing an issue while accepting a supplier bill received by Peppol in Zoho Books. There is a popup with an error message: This bill acceptance could not be completed, so it was

    • Zoho Books is now integrated with Zoho Checkout

      Hello everyone,   We're glad to be announcing that Zoho Books is now integrated with Zoho Checkout. With this integration, you can now handle taxes and accounting on your payment pages with ease.   An organization you create in Zoho Checkout can be added to Zoho Books and vice-versa. Some of the key features and benefits you will receive are:   Seamless sync of customer and invoice data With the end-to-end integration, the customer and invoice details recorded via the payment pages from Zoho Checkout

    • Sync Issue

      My Current plan only allows me with 10,000 rows and it is getting sync failure how to control it without upgrading my plan

    • Add Zoho PDF to Zoho One Tool Applications

      It should be easy to add from here without the hassle of creating a web tab:

    • JOB WISE INVOICE PROCESS

      I WANT TO ENABLE JOB WISE TRACKING OF ALL SALES AND PURCHASE

    • PDF Template have QTY as first column

      I want to have the QTY of an item on the sales orders and invoices to be the first column, then description, then pricing. Is there a way to change the order? I went to the Items tab in settings but don't see how to change the order of the columns on

    • RAG (Retrieval Augmented Generation) Type Q+A Environment with Zoho Learn

      Hi All, Given the ability of Zoho Learn to function as a knowledge base / document repository type solution and given the rapid advancements that Zoho is making with Zia LLM, agentic capabilities etc. (not to mention the rapid progress in the broader

    • Welcome to the Zoho ERP Community Forum

      Hello everyone, We are thrilled to launch Zoho ERP (India edition), a software to manage your business operations from end to end. We’ve created this community forum as a space for you to ask questions, comment answers, provide feedback, and share your

    • Next Page