Manage WhatsApp conversations using a shared phone number
Introduction
If your business uses Zoho-connected bundles such as Zoho One, Zoho CRM Plus, or other connected bundles, you can manage all customer WhatsApp conversations using a single shared WhatsApp Business phone number.
This setup allows multiple Zoho services to work from the same WhatsApp conversation, ensuring continuity and visibility across teams.
With a shared WhatsApp number, you can:
- Deliver a consistent customer experience across products
- Avoid managing multiple WhatsApp numbers for different teams
- Ensure agents always see the full conversation context, even when switching services
You do not need separate WhatsApp numbers for each Zoho service. All supported services work from the same customer conversation.
Eligibility and limitations
WhatsApp number sharing is supported only for Zoho-connected bundle users.
Supported
- Zoho One
- Zoho CRM Plus
- Other Zoho-connected bundles with integrated services
Not supported
- Standalone product licenses
- Portals upgraded from standalone to bundled plans
- Zoho Finance products such as Books, Inventory, Invoice, Subscriptions, Expense, Commerce, Checkout, and Payroll
For portals upgraded from standalone to bundled plans, the same WhatsApp number can be connected across products. However, Channels are created separately and conversations are not shared. Each product maintains its own independent conversation history.
Key concepts
Term | Definition |
WhatsApp Business Number | A verified WhatsApp phone number configured to send and receive customer messages. |
Channel | A shared WhatsApp integration created using a WhatsApp Business number. When the same number is configured across multiple Zoho services within a supported bundle, a single Channel is shared across all those services. |
Conversations | An agent’s active handling state for a conversation within a product. While the conversation is shared, agent pick-up and locking behavior is controlled per service. |
Agent | A Zoho user who handles conversations within a particular product like Zoho Desk or CRM. |
How WhatsApp number sharing works
When you configure the same WhatsApp Business number across supported Zoho bundle services:
- A single WhatsApp Channel is shared across all connected products.
- The customer conversation inbox is unified and remains the same across services.
- Incoming customer messages appear in all connected products.
- Replies sent from one service are visible in other services in a masked form.
- Agents can view conversation continuity even when switching between services.
Message masking is currently handled by Zoho Desk. Other Zoho services manage masking independently.
Message visibility and reply behavior across services
Here’s what happens when messages are sent and handled across products.
Action | Behaviour |
Customer sends a message | Appears in all connected services |
Agent replies from one service | Reply is shown in other services in masked form |
Another agent opens the conversation | Sees the full conversation context |
Agent pick-up conflicts | Controlled by service-level access rules |
Message visibility across services flow
This approach prevents duplicate replies while keeping everyone aware of the conversation.
Channel setup, subscription, and parent service behavior
When a WhatsApp Business number is connected across supported Zoho services within the same bundle:
- The Channel is created only once
- Additional services are automatically subscribed to the existing Channel
- Duplicate Channels are not created
- All subscribed services can immediately receive incoming messages
Parent service definition
- The first Zoho service where the WhatsApp number is created becomes the parent service
- The parent service manages the Channel
- Other services act as subscribers
Parent service reassignment
If the parent service is deleted or unsubscribed:
- The system automatically assigns a new parent service
- The earliest created remaining service becomes the new parent
- No manual action is required
- Customer conversations and message history remain unchanged
Action | Effect on Subscriber List | Final Subscribers List |
Create Channel in SalesIQ | Add SalesIQ to subscribers | CRM (Parent), Desk, SalesIQ |
Deactivate Desk Channel | Remove Desk from subscribers | CRM (Parent), SalesIQ |
Delete CRM Channel | Unsubscribe CRM, promote SalesIQ to parent | SalesIQ (Parent) |
Re-activate Desk Channel | Re-add Desk to subscribers | SalesIQ (Parent), Desk |
Create CRM Channel | Add CRM to subscribers | SalesIQ (Parent), Desk, CRM |
Channel deletion behavior
If a WhatsApp number is deleted from one Zoho service:
- Only that service is unsubscribed
- The Channel remains active as long as other subscribed services exist
- Customer conversations continue to be handled by the remaining services
WhatsApp connectivity stops only when the number is removed from all subscribed services.
Conversation data is handled within the subscribed Zoho services, not by the Instant Messaging (IM) layer.
Agent access scenarios across Zoho Desk and Zoho CRM
To explain how access works, the following examples use two agents:
- Agent A: The agent who has already picked up the conversation
- Agent B: The agent attempting to open the same conversation from another service
When the same WhatsApp phone number is connected to both Zoho Desk and Zoho CRM, conversations are not locked to a single service.
What happens when Agent B tries to open the same conversation?
The system behavior varies slightly based on Agent B’s service access, but access is never blocked.
1. Agent B has access to both services
Agent A has already picked up the conversation in one service.
When Agent B, who has access to both Zoho Desk and Zoho CRM, attempts to open the same conversation, the system shows the following warning:
"{AgentName} has picked up this conversation in another service. You can still choose to pick it up here."
Agent B can choose to continue and reply if needed.
2. Agent B has access to only one service
Agent A has already picked up the conversation in one service.
When Agent B, who belongs to only one service, attempts to open the conversation, the system shows a generic warning:
“Another agent has picked up this conversation in another service. You can still choose to pick it up here.”
Agent B can open the conversation and reply normally.
Supported Zoho bundles for WhatsApp number sharing
This feature is available only for Zoho-connected bundles.
Bundle Name | Description |
Zoho One | Unified suite of 40+ apps under a single pricing model. |
Zoho CRM Plus | CRM bundled with Desk, SalesIQ, and other key services. |
Other Connected Bundles | Custom bundles with integrated service-level access. |
Best practices for managing shared WhatsApp numbers
- Define a primary owner: The first Zoho service where the WhatsApp number is created automatically becomes the primary owner/parent service.
- Educate agents: Train teams to understand system warnings and override options.
- Share limitations internally: Ensure that stakeholders are aware of the current constraints and roadmap.
Frequently Asked Questions (FAQs)
Can I use the same WhatsApp number across Zoho Desk, CRM, and SalesIQ?
Yes, if you are using a Zoho-connected bundle (such as Zoho One or Zoho CRM Plus), you can connect a single WhatsApp Business number across multiple Zoho services.
In this setup:
- All services share the same WhatsApp Channel
- Customer conversations are shared and remain unified across products
For portals upgraded from standalone to a bundled plan, the same WhatsApp number can still be connected across products.
However:
- Channels are created separately in each product
- Conversations are not shared between products
- Each product maintains its own independent conversation history
Does this create multiple WhatsApp conversations for the same customer?
No. There is only one underlying WhatsApp conversation.
Why do I see the same conversation in both Zoho Desk and CRM?
This happens because the WhatsApp number is shared.
Both services can see the conversation, but agent pick-up and locking are controlled per service. Once an agent picks up the conversation, access rules and warnings apply.
What happens when two agents try to pick up the same conversation from different services?
If both agents have access to both services:
- The second agent sees a warning
- The agent can choose whether to continue
This prevents duplicate replies while allowing flexibility when needed.
Why do replies appear as “masked” in other services?
Masked replies are intentional.
They help other teams stay informed about what was sent to the customer, withtout allowing agents of other services to view them.
What happens if a WhatsApp number is deleted from one Zoho service?
If other subscribed services still exist:
- The Channel is not disconnected
- The next available service becomes the parent
- Conversations continue without interruption
- Conversation data is handled by the remaining services, not by IM
Only when the number is removed from all services does WhatsApp connectivity stop.
Will deleting the parent service delete customer conversations?
No.
Deleting the parent service only changes ownership, not the conversation itself. Another subscribed service automatically takes over as the parent.
Can standalone Zoho product users share WhatsApp numbers?
Yes, standalone users can connect the same WhatsApp number across products.
However:
- Channels are not shared
- Conversations are not synced
- Incoming messages may appear in multiple products
- Outgoing messages and replies are handled independently in each product
Full conversation sharing is supported only for Zoho-connected bundles.
Are Zoho Finance products supported for WhatsApp number sharing?
No.
Zoho Finance products such as Books, Inventory, Invoice, Subscriptions, Expense, Commerce, Checkout, and Payroll do not support Channel sharing.
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