Connecting Zoho CRM with Whatsapp conversion leads

Connecting Zoho CRM with Whatsapp conversion leads

In Zoho CRM, capturing and nurturing leads is the first step. When a conversion event takes place, such as a lead being marked as closed won, the information is sent back to Meta. By doing so, Meta learns how your leads are progressing, which helps optimize ad targeting and improve overall campaign performance.

Once WhatsApp is connected to Zoho CRM through LeadChain and you begin capturing leads, any lead marked as Converted will trigger Zoho CRM to send this status back to Meta. 

To start, you’ll need to connect WhatsApp Lead Ads with Zoho CRM (link). After that, whenever a lead is marked as Closed Won, Zoho CRM automatically sends this update to Meta.

How it works

Once a purchase event occurs, the lead is marked as Closed Won. Next, the following happens:
  1. Zoho CRM pushes the conversion data back to Meta via LeadChain.
  2. Meta updates its targeting, ensuring that the same customer is excluded from ads for that specific product or offer.
  3. Campaign performance data becomes more accurate, allowing you to measure ROI and optimize ad spend effectively.
This creates a closed loop between your CRM and Meta, keeping your ads relevant, your spend efficient, and your customers’ experience positive.

Lead event and Purchase event

Imagine you’re running a travel agency and want to promote a discounted honeymoon package to Europe. You launch a discount campaign with a call-to-action (CTA) that directs interested prospects to start a WhatsApp chat.

When someone clicks the CTA and enquires about the package, a Lead event occurs. LeadChain captures this lead from WhatsApp and sends it to your CRM. After sales calls, negotiations, and finalizing the price, the deal is closed, a Purchase event occurs. At this stage, the purchase data is sent back to Meta to ensure the customer is not retargeted with the same offer.

WhatsApp Leads and WhatsApp Conversion

Leads Ads are used when you want to capture new leads. In other words, when someone clicks a WhatsApp Call-to-Action in your ad to enquire about your service or offer.

Conversion Leads are used when you want to send data about completed purchases back to Meta, so Meta is aware of the purchase and won’t keep showing them the same ads.

Connecting WhatsApp Lead Ads with Zoho CRM involves just two steps

  1. Connecting the apps
  2. Mapping the fields 

Connecting the apps 

This is the stage where you map the source (Zoho CRM) and the destination (Whatsapp ads).  
The source section lets you choose the module where you want to synchronize the generated leads: leads or deals.
In the destination section, you can connect the appropriate WhatsApp business account with LeadChain and select the account. You can also configure the following:

Segmentation

  1. CRM Tags: The leads associated with the selected tag will be sent from Zoho CRM to WhatsApp.
  2. CRM Campaigns: The leads linked to the chosen campaign will be sent from Zoho CRM to WhatsApp.

Mapping fields 

This stage allows you to map the fields from your Zoho CRM to the corresponding fields in WhatsApp Lead conversions. This ensures that all lead and purchase details are captured accurately for tracking and reporting.

Most of the fields will be mapped by default. However, there are three key fields you’ll need to set up yourself: Event Name, Value, Currency and CTWA click ID


Event name

The Event Name field specifies the type of event you want to capture.
  1. Select Lead if you want to capture a lead event (for example, when someone inquires through your WhatsApp ad).
  2. Select Purchase if you want to capture a purchase event (for example, when a deal is closed or marked as ‘Closed Won’ in CRM).

Value

The Value field represents the deal amount associated with the event by mapping it to the Amount field in your CRM module, so the value gets automatically updated whenever a deal is closed.

Currency

The Currency field defines the currency in which the deal value will be recorded. Enter the currency code relevant to your business (e.g., INR, USD, EUR, etc.).

To create a chain between Zoho CRM and WhatsApp

  1. Go to LeadChain module and click + Create new chain.
  2. Enter a suitable name for the Chain.
  3. Select Source and Destination as Zoho CRM and Whatsapp Conversions, respectively.
  4. In the Source section, do the following:
    1. Choose a module (lead or deals)
    2. Select an appropriate CRM Tag, and Campaign from the drop down list to segment the generated leads automatically.
  5. In the Destination section, do the following:
    1. Select a Facebook account from the drop down list. If you haven't connected already, click + New Facebook Account to add a Facebook Account to LeadChain.
    2. Select your Business Manager Account and your connected Whatsapp business account. 
    3. Select a dataset from the dropdown list. If you haven’t connected a dataset yet, click + Add Dataset to create one.
  6. Click Proceed to field mapping.



  7. Map the necessary fields like Event name, Value and Currency, and CTWA click ID
  8. Click Save and Publish. Alternatively, you can click the drop-down and select Save as Draft.

View Chain Stats 

Once the LeadChain is created and the status is Active, you can view stats on the Total Number of Leads Synced, and the Last Lead Details.  

Manage chains

  1. Once chains are created, you can choose to edit/delete them if required.
  2. Click the Download button to get a copy of all the leads.
  3. Enable the toggle switch to set a password for the downloadable file and click Download Now.