Zoho CRM's WhatsApp integration now supports multiple accounts, multiple numbers, and custom modules

Zoho CRM's WhatsApp integration now supports multiple accounts, multiple numbers, and custom modules

Hello all,

WhatsApp Business now comes with a few exciting enhancements. So far, WhatsApp integration has worked with a single account and a single mobile number. As reliance on the WhatsApp integration has grown, along with the need for multiple accounts and numbers, we've expanded its scope. You now have more control over how you use WhatsApp Business in Zoho CRM.

You're also no longer limited to the Leads and Contacts modules for WhatsApp Business messaging; we're introducing support for custom modules for your WhatsApp accounts, giving you more flexibility in how WhatsApp fits into your CRM workflows.

What's new?
  1. Multiple accounts and numbers: Integrate several WhatsApp Business Accounts (WBAs) and phone numbers into a single CRM instance.
  2. Custom module support: Enable WhatsApp messaging for any custom module, not just Leads and Contacts.
Let's look at these in greater detail.

Multiple accounts and numbers

You can now manage multiple WhatsApp Business accounts and different WhatsApp numbers directly within Zoho CRM. This makes it easy to run WhatsApp communications for different departments or regions without mixing conversations, and keeps everything organized in one place.


Picture a sales rep managing several regions for their company, with each region using its own WhatsApp business number to talk to customers. With multi-account integration, a separate WBAcan be set up for each region in Zoho CRM. Messages can be sent and received from the right number for each region, keeping customer communication organized and efficient, no more manual switching between accounts or juggling which number belongs to which team. The same logic applies if, say, sales and customer support teams each have their own dedicated numbers; every department manages its own conversations while customers still get a seamless experience.

Highlights

  1. Integrate multiple WBAs, each with multiple phone numbers.
  2. Each WBA can host multiple numbers, so you can split communications by region or department.
  3. With the CRM + WhatsApp Business API integration, multiple users can handle the same WhatsApp number at once—which is great for team collaboration.

Use custom modules, map fields, and assign rules

WhatsApp messaging is no longer restricted to Leads and Contacts modules. You can now enable it for any custom module in your CRM, with full control over field mapping and assignment rules.

With that, you can now map Whatsapp form fields with CRM module fields for any module. You can also add additional fields to set default values in fields which should change when the record comes from Whatsapp.

Also, you can assign the records to any category of users or based on assignment rule for any module.

Imagine running an OTT platform with a custom module for Premium Subscribers. Previously, WhatsApp conversations with these members had to be handled through Leads or Contacts modules, disconnected from their actual subscriber records. Now, WhatsApp can be integrated directly with the Premium Subscribers module; messages are sent and received against the correct record.

You can even set rules to auto-assign incoming conversations based on criteria like region, subscription tier, or plan status, so the support or success team can prioritize premium subscribers and respond faster, all without switching tabs or copying chat history manually. The same approach extends to project requests, support tickets, or partner coordination; any part of the business that runs through a custom module can now have WhatsApp built right in.

Highlights

  1. Module selection: Customize which custom modules should support WhatsApp messaging.
  2. Field mapping: Configure how incoming WhatsApp messages map to CRM fields.
  3. Assignment rules: Automatically assign new records based on where the message came from or what it contains.

Choose the modules you want for WhatsApp messaging

Getting started with custom modules is simple. When you integrate WhatsApp Business for the first time, you'll see the option to enable messages for modules. Along with Leads and Contacts, you can pick any custom modules you'd like to use for sending and receiving WhatsApp messages, all in the same step.



Already integrated? You can add custom modules anytime. Head to Customization > Modules and Fields, hover over the Messages module, click the more options icon, and choose Update Messages Modules. From there, select the custom modules you need and click Update. Your teams can start messaging from those records right away.



With these enhancements, Zoho CRM's WhatsApp integration is significantly more powerful and flexible. We'd love to hear your thoughts! Let us know in the comments how you plan to use these new capabilities!

Check out our help resource for more information.
Info
Availability

Editions: All paid editions
DC: All DCs
Release plan: This enhancement is released to customers of all DCs.
 
Regards, 
Fiona