Hello everyone,

Reach customers on WhatsApp, directly from Cadences  

Previously, Cadences have enabled you to automate follow-ups through emails, calls, and tasks. You can now add WhatsApp messages as follow-ups inside any Cadence, alongside your existing emails, calls, and tasks.

Say you run a retail brand promoting festive discounts for new customers. You can now create a Cadence that starts with a WhatsApp message to your new leads with this welcome offer; once they interact with the message, you can schedule a follow-up call for further offers and discount-related discussions. This multichannel approach increases your chances of engagement without extra effort.

WhatsApp follow-ups are supported for Leads and Contacts modules.

Here's how it works:

• Add WhatsApp as a follow-up step when building your Cadence.

• Choose a pre-approved WhatsApp template (for example: payment reminders, offers, feedback requests).

• Schedule when the message should go out, just like you would with emails or calls.

• Automatically move records to the next follow-up based on whether the WhatsApp message was delivered or failed.

You can also use WhatsApp responses in reports, filters, and unenrollment conditions for better visibility and smarter automation.

Increased Cadence limits and add-ons

We've also made changes related to Cadence limits:

• We've raised the number of Cadences you can create and keep active per module—so you can build and manage more Cadences as required without worrying about limits.

• We've also done away with individual limits for each follow-up type in a Cadence and introduced new combined limits for all follow-up types. So whether it's an email, call, task, or the all-new WhatsApp follow-up, you'll have the freedom to choose how many of each you want to keep in your Cadence.
  

With this update, you can increase your active Cadences limit to up to 70 per module, inclusive of what's already in your plan.

For example, in the Standard edition of Zoho CRM, by default you can create up to 20 Cadences per module and have 10 active Cadences at a time.

Now, let's say for your business requirements you run 30 Cadences simultaneously. In this case, you can buy 20 add-on limits. You'll now be able to have up to 30 active Cadences (10 base + 20 add-ons) and up to 40 Cadences created (20 base + 20 add-ons).

Your existing subscription and pricing remain unchanged; this add-on simply gives you room to scale without added complexity.

Changes related to Cadences permissions

We've also refined how permissions work in Cadences to give you clearer and more flexible access controls.

You can now grant standalone permissions to View and Manage Cadences without needing to enable the Manage Automation permission entirely. This means you can decide exactly who gets to view or manage Cadences while keeping automation permissions separate.

That's all for these enhancements. Please share your feedback in the comments below.

Resources: Help Documentation

Release status (Oct 8, 2025):

• Support for WhatsApp notifications as follow-up in Cadences is currently available for all users across all DCs.

• All the new limits mentioned and the options for add-on limits are currently in effect for all users across all DCs.
  

• The new permission settings are now available for users in the JP, CN, AU, CA, SA, EU, and US DCs.

Nizamuddin