Integrating Whatsapp Channel with Zoho SalesIQ

Integrating Whatsapp Channel with SalesIQ

Integrating WhatsApp business with your SalesIQ helps you handle all the chat conversations in your SalesIQ dashboard. Let your visitors contact you from the convenient channel, and your operators can handle the chat from their SalesIQ chat window without switching apps. 
Pre-requisite:
  1. You should hold a business manager account on Facebook. And make sure that the account is verified.
  2. A verified WhatsApp business account
  3. A prepaid line of credit for your WhatsApp business account
  4. A registered phone number to access the WhatsApp Business API

How to integrate a WhatsApp business account with SalesIQ?

  • Login to SalesIQ, navigate Settings > Messaging Channels > WhatsApp and click Add .


  • First, connect with your Facebook business account by clicking on the Add account.


Linking Facebook Account with SalesIQ


The Add account button will redirect you to the login page to link your Facebook and WhatsApp Business account.
  1. Click Continue to link your Facebook account with Zoho SalesIQ.
  2. Click Continue on the Connect your account to Zoho Corporation window.
  3. Select the Facebook Business account you wish to link, then click  Continue
  4. Select the WhatsApp Business account linked to your Facebook Business account, then click Continue.
  5. Click Continue to Step 2 to Create your WhatsApp Business Profile.
  6. Enter the WhatsApp Business Display Name that you will use to message customers and click Continue. (Make sure the display name meets the guidelines mentioned here.) 
  7. Select your Business Category from the drop-down menu.
    1. Enter a brief description of your business.
      The category and business description will both be visible to customers messaging your business.
    2. Click Continue to Step 3.
  8. Verify your WhatsApp Business Number
    1. Select an existing WhatsApp Business number or enter a new number to register.
      Note : You cannot register a number actively registered to either WhatsApp Messenger or the WhatsApp Business App.
    2. Select a verification method of your choice. You can choose between  Text Message  or  Voice Call .
    3. Click  Send Code.
  9. Enter the 6-digit verification code received on your WhatsApp Business Phone Number in the following window. Click  Verify . Click  Ok in the confirmation page.     

Connecting your WhatsApp account with Zoho SalesIQ

  • Once you verify the WhatsApp business number with the Facebook login, you will be redirected to the SalesIQ - WhatsApp configuration page. Now, select the verified number in the  Choose number  drop-down. 

  • You will need credits to send/receive the message in the WhatsApp business account.  Refer here for more details. 

  • Choose a department to associate with the WhatsApp business number. 

  • Finally, verify the configuration and click  Done .

  • The WhatsApp business account is now integrated with Zoho SalesIQ. 

Adding/Managing credits

  • Navigate to Settings > Messaging channels > WhatsApp, click on the brand, choose to  Manage numbers, and tap  Add Credits.

  • Specify the number of credits you want to purchase. You will be charged 2 USD per credit and a value-added fee of 3% of the cost.
  • Click  Make Payment and make the payment. (Once  paid , your credits will be topped up and will be reflected in the  Available Credits section, and you can start sending messages.)
Note : WhatsApp charges are based on the country of the user you're messaging.



WhatsApp Business API Pricing Model

In WhatsApp's new 2022 pricing update, they are introducing a transparent and pay-as-you-use conversation-based pricing model. This model drills down the tedious payment process and makes it easier to pay per conversation instead of paying per message.

What is the conversation-based pricing model?

Businesses will now be charged per conversation instead of charging the customer for every message they send. Every conversation has a 24-hour messaging window where your customers can send unlimited messages.

What has changed?


User-Initiated Conversation

If a user sends a message and the business support agent responds to it, a conversation session is initiated, and the session is valid for 24 hours. Ex: Product-related queries.

How does it work?
WhatsApp has switched from message-based pricing to a conversation-based pricing model. Businesses are charged per conversation, which will include all the messages in that 24-hour messaging window.
Note: 
  • The first 1000 conversations starting on the 1st of every month will be free as per WhatsApp Guidelines. Any free conversations will not be carried forward to the following month if they are unused this month.
  • Additional 3% fee is charged every time credits are purchased.

Please refer to the below table for the country-wise cost per conversation.


Country-wise Cost per Conversation in USD

Market

Business-Initiated Rate

User-Initiated Rate

Argentina

$ 0.0526

$ 0.0316

Brazil

$ 0.0500

$ 0.0300

Chile

$ 0.0757

$ 0.0454

Colombia

$ 0.0100

$ 0.0060

Egypt

$ 0.1073

$ 0.0644

France

$ 0.1432

$ 0.0859

Germany

$ 0.1365

$ 0.0819

India

$ 0.0066

$ 0.0040

Indonesia

$ 0.0316

$ 0.0190

Israel

$ 0.0300

$ 0.0180

Italy

$ 0.0643

$ 0.0386

Malaysia

$ 0.0732

$ 0.0220

Mexico

$ 0.0349

$ 0.0105

Netherlands

$ 0.1485

$ 0.0891

Nigeria

$ 0.0516

$ 0.0310

Pakistan

$ 0.0473

$ 0.0142

Peru

$ 0.0598

$ 0.0179

Russia

$ 0.0663

$ 0.0398

Saudi Arabia

$ 0.0325

$ 0.0195

South Africa

$ 0.0280

$ 0.0168

Spain

$ 0.0615

$ 0.0369

Turkey

$ 0.0100

$ 0.0030

United Arab Emirates

$ 0.0316

$ 0.0190

United Kingdom

$ 0.0647

$ 0.0388

North America

$ 0.0147

$ 0.0088

Rest of Africa

$ 0.1208

$ 0.0363

Rest of Asia Pacific

$ 0.0745

$ 0.0224

Rest of Central & Eastern Europe

$ 0.0835

$ 0.0250

Rest of Latin America

$ 0.0706

$ 0.0423

Rest of Middle East

$ 0.0727

$ 0.0218

Rest of Western Europe

$ 0.1324

$ 0.0397

Other

$ 0.0483

$ 0.0145

What is the business impact?

Each WABA (inclusive of all the numbers registered with the account) gets only 1000 free conversations per month so that your business can build a good relationship with its customers before they have to pay and use the service.

How much does Zoho SalesIQ charge?

The first 1000 conversations are free. No credits are required to use these. Once the first 1000 conversation limit is used up, the user must purchase credits to resume sending messages.

Important
  1. When this integration is executed, Zoho will automatically be added as a partner account in your (the customer's) Meta account. It is necessary to maintain Zoho as a partner account for this integration to work seamlessly. If this link or partnership is removed from customer end, the integration flow will be broken and will not work.
  2. If Zoho Corporation was removed from the Partners section of your Meta account by mistake, the registered WhatsApp number needs to be relinked with SalesIQ for the integration to work as usual.
  3. To do this, from the SalesIQ dashboard, navigate to Settings > Messaging Channels > Whatsapp > {Preferred brand} > Add number.

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