The CRM system holds all the information about your business. Right from customer details, products that are purchased, services you offer, emails exchanged, number of meetings and calls made by the sales people, support queries raised by the customer, etc.

With your business messaging tool serving as an additional means of communication, it is essential to route the information via CRM so that you have a common repository for all communications that takes place with your customers.  

Zoho CRM provides integration with WhatsApp allowing businesses to respond to their customers right away via text messaging. Since both the systems work together it plays an important role in driving employee productivity while giving customers a first-rate experience. It allows to maintain the conversation details inside CRM for complete accessibility. 

The integration has multiple benefits such as:

• Add new leads or contacts - You can add new customers who send a text message to your brand as leads or contacts and engage them in marketing activities.
  

• A common place for customer interactions - Along with emails, notes, and attachments, the text messages exchanged will be stored and associated with the customer record for reference.
  

• Permission based access - Users in the same role as the record owner, and higher roles, can access the WhatsApp conversations - given that they have the permissions to view the record.

• Quick way to share docs - You can share transactional information such as quotes, invoices, etc. directly with the customer over text message.  
  

• New customer assignment - Every time a query is received you need not manually assign them to your staff. Instead, you can set the user or role who should respond to the customer's query. They will also get notified whenever a customer drops a message. 
  

Once WhatsApp is successfully integrated with Zoho CRM, a new module called  Messages  will be added. This module will keep a record of the conversations 

and attachments that are exchanged, timeline of activities, basic information of the prospect like email, phone number etc., social media conversations, emails that have been sent and more.

 

This section also provides an option to set and manage predefined texts which can be used as canned messages for quick responses to common queries.

The attachments tab will store all the files that have been sent or received during the conversation for record keeping. This tab will be displayed only if attachments are sent or received.