Integrating Whatsapp Channel with Zoho SalesIQ

Integrating WhatsApp Channel with SalesIQ

Integrating your WhatsApp business with SalesIQ helps you handle your business' chat conversations on your SalesIQ dashboard. When a user messages your business on WhatsApp, you will receive that message right within your SalesIQ dashboard, allowing your operators to assist WhatsApp users, without switching to other apps/platforms.

How can this help your business?

  1. Streamline customer support by bringing in WhatsApp conversations into SalesIQ, thereby eliminating the need to switch between platforms.
  2. This will let your visitors contact you from the platform that’s convenient for them, and they do not have to go to your website to connect with your business.
  3. Your operators will be equipped with SalesIQ's support tools like canned replies, articles, FAQs, tags, widgets etc., enhancing their ability to provide contextual assistance.
  4. You can easily nurture the leads from WhatsApp by adding their basic details to SalesIQ and pushing them to CRM for further conversions and follow-ups.
  5. You can also convert the chats from WhatsApp to help desk tickets and push them to Desk with a single click.
Info
Pre-requisites:
  1. You should hold a business manager account on Facebook. 
  2. A valid phone number to access the WhatsApp Business API.
  3. If there is an existing business WhatsApp account for this number, please delete it from WhatsApp and then connect it with SalesIQ.
  4. In case this number is used in other Zoho services, the number needs to be unlinked from the existing Zoho service before using in SalesIQ.

How to migrate a WhatsApp account from other BSP?

If your WhatsApp account is associated with any third-party application like Twilio, Wati, etc., we can migrate it to SalesIQ. Please follow the below steps:
  1. Turn off two-factor authentication in the previously linked Business Solution Provider (BSP) account.
  2. Navigate to SalesIQ > Settings > Messaging Channels > WhatsApp and click on Add.
  3. This action will trigger a pop-up window prompting you to log in to Facebook. After logging in, provide your WhatsApp Business Account (WABA) ID or create a new one if needed.
  4. Ensure that the profile name matches precisely the current one you're using and the one connected with SalesIQ.
  5. Follow the subsequent steps and verify the number via phone or SMS through OTP.
  6. Once completed, WhatsApp should be successfully connected with SalesIQ.
AlertNote: Only the WhatsApp number will be migrated. The chats, media and any templates created will not be migrated.

How to integrate a WhatsApp business account with SalesIQ?

  • From the SalesIQ dashboard, navigate to Settings > Messaging Channels > WhatsApp and click on Add.

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

Connect Facebook business account to configure WhatsApp channel

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 business account to add your WhatsApp channel.

  1. Click on Get Started to begin the steps to register and connect your WhatsApp business account to Zoho Social to be able to chat with WhatsApp users.

  1. Click Continue on the Connect your account to Zoho Corporation window allowing to share the listed permissions with Zoho Corporation.

  1. Add in your business information like Meta business account, Business name, website or profile page link, Country and then click on Next.

  1. You can choose create a new WhatsApp Business account and WhatsApp Business profile here or select your respective accounts from the drop-downs.

  1. Add in the details for your WhatsApp business profile like WhatsApp business account name, Profile display name, Time zone, Business  category, description and website link and then click on Next.

  1. You can add add a phone number for WhatsApp here. There are two ways to do this:
    1. You can get a free WhatsApp number (+1 555 number) which will be generated by WhatsApp for you to use exclusively for sending your messages. It cannot be used to start or receive calls or texts.
    1. You can also add a new number for WhatsApp here. This is the number that people will see when they chat with your buisness. Select a verification method of your choice. You can choose between Text Message or Voice Call and then click on Next.
Notes
Note: The phone number you are using here must not be signed up to WhatsApp business previously. 

  1. This will initiate the verification process. Follow the steps for the chosen verification method and then click on Next.

  1. Once the verification is done, the accounts will be set up and the WhatsApp channel will be configured for your SalesIQ.
Notes
Additional verification by Meta
Before you can begin messaging, your business and display name will be reviewed by Meta. You will receive an email once the reviews have been completed. This verification is necessary for the WhatsApp channel to start functioning.

Connecting your WhatsApp account with SalesIQ

  1. Once you verify the WhatsApp business number with the Facebook login, you will be redirected to the SalesIQ - WhatsApp configuration page.

  1. Select the WhatsApp business profile that you want to connect with your brand.

  1. Now, select the verified number in the Choose number drop-down.

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

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

  1. Finally, verify the configurations and click on Done.

  1. The WhatsApp business account is now integrated with Zoho SalesIQ.
Notes
Please note that messages you send from SalesIQ to Meta may be delivered in a different order than they were sent. Meta is not guaranteed for the sequence order. For more information, please consult the Meta document.

Managing your WhatsApp Business Accounts

  1. You can view the WhatsApp business accounts that have been connected to your SalesIQ brands by clicking on Manage WABA on the brands listing page of your WhatsApp channel.

  1. This will show the list of WABA accounts connected to SalesIQ along with WABA ID and WABA name.

  1. Click on the WABA name to get the details of the WhatsApp business number and SalesIQ brand associated with the WhatsApp business account.

Managing your WhatsApp Business Numbers

  1. You can view the WhatsApp business numbers that have been connected to your SalesIQ brands by clicking on Manage numbers on the brands listing page of your WhatsApp channel.

  1. This will show the list of WABA numbers connected to the respective SalesIQ brands.

  1. You can click on Add number at the top to add a new WhatsApp number to SalesIQ, which will redirect to the facebook login page. You can follow the same process to add the new number.

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.)
Notes
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.
Notes
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.
  • Whatsapp credits purchased for SalesIQ standalone service cannot be utilized for any other service. In case you are using SalesIQ as part of a bundle, the credits can be utilized for other services in the bundle.

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.

Alert
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.

Preferences

Set a preferred time limit to close missed chats

When an operator does not attend a chat, the chat will be moved to the 'missed chats' section. You can set a preferred time limit to close the missed chat automatically. This will convert the missed chats to closed chats after the specified duration. You can keep the missed chats open for a period ranging from 15 minutes to a month, as per your business requirement.
NotesNote: Operators must respond to the missed chats before the set time here, as they cannot respond to closed chats.

Set a preferred time limit to close idle chats

You can set a preferred time limit of up to 24 hours to automatically close active idle chats in the "Close idle chat in" section. For instance, let's assume we set 24 hours here. 
  1. When a chat connects to an operator and then subsequently becomes idle, i.e., there was no message sent by both the operator and visitor, the chat will still remain active for 24 hours, based on the time limit set here.
  2. After 24 hours of inactivity, the chat automatically closes and moves to 'Closed Chats.' 
  3. If the visitor or the operator sends a message during this period, the timer will reset, keeping the chat active for another 24 hours.
NotesNote: If the chatbot is enabled for the channel, these settings will not apply. The bot's idle chat configuration will be applied

Attachment types and limit

When in conversation with a WhatsApp user, the operator has the option to share attachments to enrich the chat and provide better assistance to the user. The attachment types supported and file size limits are listed below.

File Type
File Size Limit
Formats supported
Image
5 MB
jpeg, png, jpg
Document
20 MB
pdf
Video
15 MB
3gp, mp4
Audio
15 MB
mp3, mpeg, ogg, amr

To learn how to set up WhatsApp Templates on SalesIQ, check out our help-guide here.

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