WhatsApp Proactive Chats in Zoho SalesIQ  

How can this feature help in SalesIQ?  

1. Proactively engage leads who have shared their WhatsApp number.
   
2. Re-engage missed chats or closed conversations with updates, offers or follow-ups.
   
3. Trigger personalized conversations with individuals or selected user groups.
   
4. Monitor delivery and response performance of your proactive messages in one place.
   

Types of WhatsApp proactive messaging

1. Individual contact messaging: Operators can initiate one-on-one WhatsApp conversations with a specific visitor or user. This is useful for personalized outreach, follow-ups, or assisting users based on recent interactions.
   
2. Bulk messaging: Operators can select multiple users and send a WhatsApp message to all of them at once. This is ideal for sharing announcements, updates, or campaigns with a larger audience. Users without valid WhatsApp numbers will be automatically excluded from the send list.
   

Note: Proactive WhatsApp chats can be initiated only using the pre-approved WhatsApp templates within SalesIQ.

Where can you start WhatsApp proactive chats from?  

1. Chats section - Active Chats  

1. Message type: Individual contact messaging.
   
2. How it works:
   
1. From the SalesIQ dashboard, navigate to the Chats section on the left panel.
   
2. Under Active chats, click on an ongoing chat. If a valid WhatsApp number is available, the WhatsApp icon will be available on the Visitor info section at the right.
   
3. Using this, you can initiate a message.
   

2. Chats section  - Missed Chats   & Closed Chats

1. Message type: Individual and bulk messaging.
   
2. How it works:
   
1. From the SalesIQ dashboard, navigate to the Chats section on the left panel.
   
2. In the chats dropdown on the top left, choose Missed chats or Closed chats from the list.
   

1. Under Missed/Closed chats, you can send messages to individuals as well as in bulk.
   
2. For Individual contact messaging, under Missed/Closed chats, select a chat. If a valid WhatsApp number is available, the WhatsApp icon will be available on the Visitor info section at the right. Additionally, the Templates option will also be available at the bottom. Using these options, you can initiate a message.
   

1. For bulk messaging, select the required chats from the list on the left and the WhatsApp icon will be available at the top.
   
2. Using this, you can initiate a message.
   

3. Visitor history section  

1. From the SalesIQ dashboard, navigate to the Visitors section on the left panel.
   
2. Choose the module needed, whether All visitors, Leads or Contacts.
   
3. Within the chosen module, you can send messages to individuals, as well as in bulk.
   

1. For Individual contact messaging, select a visitor from the list. If a valid WhatsApp number is available, the WhatsApp icon will be available in the Personal information section. Using this option, you can initiate a message.
   

1. For bulk messaging, select the required visitors from the list on the left. The WhatsApp template option will be available at the top.
   
2. Using this, you can initiate a message. 

Note: In bulk messaging, visitors without valid WhatsApp numbers or format issues in the phone number will be excluded during message sending.

How to send a WhatsApp proactive message?

1. Once you have selected the visitor(s)/chat(s) as needed, click on the WhatsApp icon as provided in the above steps.
   
2. Choose the brand and department from where you want to send the WhatsApp message.
   

1. Choose a template from the available list. Add any dynamic values needed in the template.
   
2. Then, hit Send. The template will be sent to the chosen visitors.
   

1. You will get the success message. If needed, you can view the message sent by clicking on View on the success message.
   

What happens after sending a WhatsApp Proactive message?  

1. All messages initiated via this option will be listed in the Outbound Messages section of the SalesIQ dashboard.
   

1. From here, you can view the status of the messages in the available tabs:
   
1. Replied – The user has responded to the proactive message.
   
2. Not Replied – Delivered to the user's WhatsApp, and the user has seen the message, but not replied yet.
   
3. Not seen – Message was sent successfully, but user has not seen the message yet.
   
4. Failed - Delivery failed (e.g., invalid number format, No country code)
   

Important:

1. Only contacts with valid WhatsApp numbers will receive messages.
   
2. You must have the WhatsApp channel configured for the brand to use this feature.
   
3. Messages are sent using WhatsApp template messages, so ensure templates are approved and enabled on your WhatsApp templates section.