WhatsApp business messaging in Zoho CRM Android app
WhatsApp is one of the most widely used communication platforms, with over 2.7 billion unique users globally. For businesses, being accessible on WhatsApp is increasingly important, as around 85% of customers prefer to connect with brands directly on platforms they already use.
By integrating WhatsApp with Zoho CRM, you can accelerate your customer communication, keeping everything organized in one place, and eliminate the need to switch between platforms. This integration isn't just limited to desktops; it works smoothly on mobile devices too, ensuring your customers receive quick replies even when you're away from your desk.
Business messaging in Android
To use WhatsApp business messaging on mobile effectively, it first needs to be integrated into Zoho CRM on the web. Once integrated, all WhatsApp chats will be accessible directly from the Messages module within CRM.
To access WhatsApp messages
- Open the Zoho CRM Android app.
- Tap the More icon (
).
- Select the Messages module to view all your WhatsApp chats.
Note: If the Messages module is already in your navigation bar, you can access it directly without needing to tap on the More icon.
To reply to a chat and share attachments
- Open the Zoho CRM Android app.
- Tap the More icon (
)
- Select the Messages module.
- To reply, type your message in the text bar and tap the arrow (
).
- To add attachments, tap the plus icon (
) and select your file you want to send
Note: Attachments must be under 2 MB in size.
Note:
1. If the customer doesn't respond within 24 hours, the chat will automatically expire.
2. You can merge fields by typing "#" and selecting the relevant fields to insert related values when responding to a chat.
Note:1. If the customer doesn't respond within 24 hours, the chat will automatically expire.
2. You can merge fields by typing "#" and selecting the relevant fields to insert related values when responding to a chat.
To chat directly on WhatsApp app
- Open the Zoho CRM Android app.
- Go to the module with the mobile number.
- Tap the hyperlinked mobile number in the business card.
- Select Send WhatsApp Message from the pop-up.
Alternatively, tap the More icon and choose Send WhatsApp Message.
You can also send a WhatsApp message by tapping on the mobile number hyperlinked in the details page.
- Ensure that WhatsApp is installed on your device for this feature to work.
- You can send WhatsApp messages directly from the WhatsApp app this way, without configuring the business messaging module.
To sort messages
- Open the Zoho CRM Android app.
- Tap the More icon (
).
- Select the Messages module.
- Tap the Sort icon to (
) sort messages by time.
To navigate to the record from a chat
- Open the Zoho CRM Android app.
- Tap the More icon (
).
- Select the Messages module.
- Open the chat you want.
- Tap the info icon (
) to be redirected to the record details page.
Custom views in business messaging
In the Zoho CRM Android app, WhatsApp business messages can be filtered using custom views. By default, the view is set to All Messages, but users can select their preferred view to organize and view messages according to their needs.
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