WhatsApp Integration for Zoho Projects
Connect your WhatsApp Business account with Zoho Projects to send real-time updates to your customers. This works across modules supported in workflow rules, including custom modules. Using approved message templates, notifications can be triggered automatically. This way, users will be notified on important updates instantly on WhatsApp.
Quick Look
Only Portal Owner can integrate WhatsApp for Zoho Projects.
Feature Availability: Latest user-based Enterprise and Ultimate Plan (including Bundles).
Availability: Available in All DCs expect for CN DC.
Availability: Available in All DCs expect for CN DC.
Prerequisites
Before configuring WhatsApp in Zoho Projects, user will need:
- A verified WhatsApp Business account (WABA).
- A valid phone number that complies with WhatsApp requirements.
- Access to Meta Business Manager with permission to manage WhatsApp accounts.
Install WhatsApp Integration
- Navigate to
> Marketplace > All Apps.
- Search for WhatsApp for Zoho Projects and click Install.
Connect WhatsApp Business Account
- Navigate to
- Click Sign Up and you will be redirected to Meta (Facebook) onboarding.
- Select Business portfolio and WhatsApp Business account.
- Add your WhatsApp phone number:
- Choose Use a new or existing WhatsApp number.
- Complete OTP verification and submit for review.
Once completed, your account will be connected and reviewed by WhatsApp.
Configure WhatsApp in Zoho Projects
- Navigate to
- Select the connected phone number.
- Click Configure.
WhatsApp Credits
Credits are required to send WhatsApp notifications. You can estimate the required credits using the pricing calculator and proceed with the purchase. Refer here for more details.
Only Portal Owner can purchase WhatsApp credits.
- Navigate to
- Click WhatsApp > Accounts Tab > Calculate & Purchase Credits.
- Select the country and currency, then enter the number of marketing and utility conversations.
- Review the calculated values such as total conversations, credits to be purchased, and total cost.
- Click Buy Credits, enter the required credits, and click Calculate Price.
- Review the final amount and click Make Payment.
- Pricing is based on business-initiated conversations, where each conversation is counted per user within a 24-hour window. Conversations are categorized as marketing (promotional communication) and utility (transactional updates), and are billed separately based on country-specific rates.
- The calculator estimates the total cost based on the number of conversations entered and converts this amount into the required credits.
Create Message Templates
Message templates must be created and approved before they can be used in WhatsApp Notifications.
Only Portal Owner and Administrator can create message templates.
- Navigate to
- Click Create.
- Enter the template name.
- Select module, layout, and category.
- Add header (optional), content, and footer.
- Click Add.
- Utility templates are used for action-based updates such as “Task ‘Design Review’ has been assigned to you”.
- Marketing templates are used for promotional messages such as “Check out our new project features this week”.
Template Guidelines
Editing a template requires re-approval
Templates must follow WhatsApp content policies
Failed or rejected templates cannot be used
Manage Message Templates
- Navigate to
- Select the module from the dropdown.
- Hover over the template and click the more options icon.
- Choose Edit to modify the template.
- Choose Delete to remove the template.
Manage Credit Usage Alerts
- Navigate to Setup > Marketplace > Installed Apps.
- Click WhatsApp > Credit Usage Alerts.
- Select notification type.
- Set recipients and define threshold percentages (between 50 and 100).
Create WhatsApp Notification
WhatsApp notifications can be created directly or while configuring a workflow rule.
Ensure the WhatsApp number is set as the primary mobile number in Zoho Accounts and is verified in the Personal Details page in the settings. If not configured, notifications will be sent to the user’s email address associated with Zoho Accounts.
- Navigate to
- Select the required module.
- Click Create Notification.
- Enter the notification name.
- Select the layout and approved template.
- Choose recipients.
- Click Add.
Associate Notification with Workflow Rule
- Navigate to
- Select the required module.
- Create or edit a workflow rule.
- Click Add Action > Associate WhatsApp Notification.
- Select the notification and click Associate.
- To create a WhatsApp Notification, click Create Notification.
- Click Save.
The workflow rule will trigger the WhatsApp notification for the selected users.
Manage WhatsApp Notifications
- Navigate to
- Select the required module.
- Hover over the notification and click the more options icon.
- Choose Edit to modify the notification details.
- Choose Delete to remove the notification.
Reconfigure WhatsApp Number
Changing the configured number will remove all associated templates and notifications.
- Navigate to
- Click Reconfigure and confirm.
Enable or disable WhatsApp integration
- Navigate to
- Click Disable to stop sending WhatsApp notifications.
- Click Enable to resume the integration.
Disabling the integration will stop all WhatsApp notifications triggered through workflow rules.
Existing templates and notifications will be retained.
Delete WhatsApp Integration
Deleting the integration removes all templates and notifications permanently.
- Navigate to
- Click Delete and confirm the action.
Troubleshooting
- Template failed
- Review the template against WhatsApp guidelines and avoid promotional content in utility templates.
- Notifications received via email instead of WhatsApp
- Ensure the WhatsApp number is set as the primary mobile number in Accounts and verified in Personal Details page in the Settings.
- Notifications not sent
- Check if credits are available and the workflow rule is active.
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