Setting up OTP Verification via WhatsApp

When you configure WhatsApp OTP verification, respondents who access your form via public links will be required to enter their mobile number that is registered with WhatsApp to receive a One-Time Password and verify it before they can access the form.

Before you configure to send WhatsApp OTP Verification, ensure that you have certain pre-requisites fulfilled:

You must create your Meta and WhatsApp Business accounts.
Create or select your WhatsApp Business profile.
Verify your WhatsApp business number.
Create a new channel in Zoho Forms account Control Panel.
Create a WhatsApp message template and send for WhatsApp approval.

Know more about setting up these pre-requisites.

To configure WhatsApp OTP verification,

In your form builder, navigate to Settings > Spam Control.
Click OTP Verification and click Configure Now.
In the pop-up, select WhatsApp.
In the OTP configuration, select the Channel ID and the Template ID from the respective dropdowns.

Note : The template you choose must contain a minimum of 1 placeholder.
OTP expiration time: Set the time within which a respondent is required to enter the OTP verification code in minutes.
Number of OTP resend requests allowed: You can set the number of times a respondent can opt to resend the OTP code to their phone.
Map OTP-verified phone number to a form field: You can pre-fill a phone field in the form with the verified mobile number by selecting the required form field from the dropdown.

Make sure to include Country Code in the the Phone field Properties in your form builder.
Note :
- The following properties configured for the selected Phone field will be applied to the phone number entered by the respondent for verification:
- If you want to restrict your respondent from editing the pre-filled Phone field in the live form, select the Disable Field option under Phone field Properties.
To add an extra layer of security and prevent spam entries, you can include a Zoho Forms CAPTCHA under Spam Control and evaluate if it is a human or a bot that is filling your form. Learn more
Click Save.
Note:
1. The option to configure OTP Verification is available only in our paid plans.
2. To ensure that your WhatsApp OTPs are successfully delivered, it is necessary to purchase the IM credits Add-On from the store in addition to your existing Zoho Forms subscription.
3. If you have changed the ownership of your form, the configuration for WhatsApp OTP Verification may not work as intended. The new owner must reconfigure the OTP Verification via WhatsApp.
Plan wise limit for the maximum number of forms that can have OTP configuration:

Basic - 25

Standard - 100

Professional - 200

Premium - 200

Express - 200

Zoho One Enterprise - 200

Zoho One Enterprise Trial - 3

OTP Audit for Non-submitted Records

You can check the status of OTP delivery in WhatApp when:

OTPs were not received
Form entries were not submitted after the OTP was received.

To do this,

Click the OTP Audit: Non-submitted Records in the top-right corner of the OTP Configuration - WhatsApp page.
Here, you will find the Message Id, and the Time of OTP Generation for each phone number entered in the OTP verification page.
Under the Verification Status column, you will find if the OTP has been verified, and a link to the OTP-Verified form if the OTP was verified but the form was not submitted.

Note : Only records from the last 30 days will be listed under OTP Audit: Non-submitted Records.

You can change the default live form OTP messages under the Settings tab > Custom Messages.

If you choose to translate your form into different languages, the OTP verification messages displayed on accessing the form link will also be translated into the respective languages.

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