Zoho FSM | Create WhatsApp Notification

WhatsApp Notifications

You can effectively inform and engage users by utilizing WhatsApp notifications, sending them timely, and relevant updates. By combining WhatsApp notifications with workflows, you can automate the process of sending personalized messages based on specific actions or events.
 
Info
- Permission Required: Manage Automation
- Find out the Edition-specific limits for WhatsApp Notifications

To create a WhatsApp notification:
  1. Navigate to Setup > Automation > Actions > WhatsApp Notifications and click Add WhatsApp Notifications.



  2. In the Add WhatsApp Notification overlay, enter the following details and click Save:
    1. A Name for the notification.
    2. A Description of the WhatsApp notification
    3. Template Module: The module whose WhatsApp template you want to use
    4. Template: The WhatsApp template you want to use
    5. Recipient: The person who is supposed to receive the notification.
      Based on the Template Module chosen, the values in the Recipient field will vary. Furthermore, the phone number or mobile number associated with the Recipient field can be chosen. Ensure that the mobile number used is formatted with a + and country code.
    6. Channel: The channel for which you are creating the template.


WhatsApp Notification Failures      

When a workflow is triggered, its associated WhatsApp Notification gets executed. The WhatsApp Notification might fail when executed on some records. The details of such errors and the records that caused it can be viewed under the Failures tab at Setup > Automation > Actions > WhatsApp Notifications.


Example 

Send a welcome message when a new contact is added. To implement this, follow the steps below:
  1. Create a WhatsApp Notification that will send a welcome message to a contact's mobile number.
  2. Create a workflow rule for triggering the WhatsApp Notification when new contacts are created.

Create a WhatsApp Notification

  1. Navigate to Setup > Automation > WhatsApp Notifications and click Add WhatsApp Notifications.
  2. In the Create Template overlay, enter the following details and click Save:
    1. Name: Welcome Notification
    2. Template Module: Contacts
    3. Template: Welcome Notification
    4. Recipient: Contacts Mobile
    5. Select the channel ffor which you are creating the template.

Create Workflow Rule

WhatsApp notifications are triggered using workflow rules. Here a workflow rule is created to send a welcome notification whenever a new contact is added to Zoho FSM.
  1. Go to Setup > Automation > Workflow Rules and click Create Workflow.
  2. Enter the following details, then click Next:
    a. Module: Contacts
    b. Rule Name: Send Welcome Message
    c. Description: Whenever a new contact is created, send a welcome message.



  3. Select the rule trigger as Created and click Next.



  4. Select the rule criteria as To all Contacts. Click Next.



  5. Click +Action and select WhatsApp Notification.



  6. Select Existing WhatsApp notification and click Next.



  7. Select the Welcome Notification WhatsApp notification.



  8. Click Save.


Note: Ensure that the mobile number used is formatted with a + and country code.