Marketer’s Space: Creating Personalized Experiences with WhatsApp Journeys

Marketer’s Space: Creating Personalized Experiences with WhatsApp Journeys


Hello, marketers!
Welcome to another post in Marketer's Space. In our previous post, we explored the basics of WhatsApp marketing and why it’s a must-have tool for marketers like you. This week, we’re diving deeper into how to maximize your WhatsApp campaign efforts by using WhatsApp Journeys to streamline your work and achieve personalized interactions with ease.

What is a WhatsApp Journey?

In Zoho Marketing Automation, a Journey is an automation tool that helps you create processes for your contacts to follow based on specific criteria. You can automate tasks, set up engagement flows with triggers, and guide your contacts through different steps, performing actions like sending targeted campaigns along the way.

Within the context of WhatsApp, these Journeys involve setting up triggers and corresponding actions to ensure relevant, personalized communication with your audience through WhatsApp.

How Do WhatsApp Journeys Enhance Personalization?

WhatsApp Journeys are designed to respond to specific actions, making them highly precise in their execution. Unlike random messaging, Journeys are triggered only when a specific, relevant action occurs. This ensures that each message is delivered at the perfect moment, tailored to each individual. Let’s look at a practical use case to see how you can utilize WhatsApp Journeys for a personalized customer experience.

Automating Price Sheet Distribution for a Pop-Up Bakery

Maria manages a bakery known for its pop-up stores across the US. During one of these pop-up events, several customers express interest in receiving a price sheet via WhatsApp. Maria faces the challenge of efficiently sending the price sheet to a large number of customers without manual effort. She also wishes to streamline the ordering process. Here’s how she uses Zoho Marketing Automation to solve this problem.

1. Creating the Signup Form:

Maria begins by designing a signup form through Zoho Marketing Automation, where customers can submit their details.

She prints a QR code linked to this form and places it on banners throughout her store for easy scanning.

When customers scan the QR code, they are directed to the form, where they can provide their contact information.
Maria sets the response action so that each new contact is automatically added to a list named “Sent WhatsApp Menu.”

2. Setting Up the WhatsApp Journey:

Next, Maria creates a journey in Zoho Marketing Automation with a trigger set to “Added to List,” targeting the “Sent WhatsApp Menu” list. This journey is activated whenever a contact is added to the list, which is whenever a customer submits the form.
As the action, Maria selects “Send WhatsApp” and creates a new campaign titled “Send Menu to Customer.” She attaches the bakery menu as a PDF in the header and personalizes the body of the message using the personalization feature. To enhance engagement, Maria adds three quick replies to the message content: “Order Now,” “Visit Our Website,” and “Got a Question?”


3. Leveraging Quick Replies:

Maria then configures each quick reply to trigger its own campaign:
For “Order Now,” she creates a campaign featuring a catchy image and a CTA button that links directly to the bakery’s order page.
For “Visit Our Website,” she designs a campaign with an image and a CTA button that directs customers to the bakery’s website.
For “Got a Question?,” Maria sets up a campaign that includes a CTA button labeled “Let’s Talk Food,” which connects the customer to the bakery via a phone call.

This simple automation illustrates how WhatsApp Journeys can be seamlessly integrated into Maria’s marketing strategy, particularly when managing large volumes of customers. Zoho Marketing Automation not only simplifies her workflow by automating the process but also enhances the customer experience by delivering personalized content. Customers receive exactly what they request, making the interaction more engaging and efficient for both the bakery and its patrons.
This is just one example of how you can send personalized messages to your customers using WhatsApp Journeys. We encourage you to explore the possibilities by experimenting with different triggers and actions to discover how powerful and effective your automations can be. We’ll see you in the next post with more ways to leverage WhatsApp Journeys. Until then, happy marketing!

Regards,
Pearlin Nitika
User Education | Zoho Marketing Automation 



      • Recent Topics

      • Can i connect 2 instagram accounts to 1 brand?

        Can i connect 2 instagram accounts to 1 brand? Or Do i need to create 2 brands for that? also under what subscription package will this apply?

      • Zoho Forms - Improved Sub-Forms

        Hi Forms team, I'm helping a client move from JotForms to Zoho Forms and I've found another opportunity for improvement. In the below screenshot, JotForm left and Zoho Forms right. The Zoho Forms Sub-Form is quite a poor visually. There is no way to make

      • What's New in Zoho Billing | Q3 2025

        Hello everyone, We are excited to share the latest set of updates and enhancements made to Zoho Billing in Q3 2025. From the latest GST updates to multi-level discounting, Zia-powered report summaries, and customizable web forms, these updates are designed

      • How to Delete Personal Account Linked with My Mobile Number in past or by someone else

        How to Delete Account Created with My Mobile Number in past or by someone else This is creating issues in making or sync with my credentials mobile and email address..

      • WhatsApp Business Calling API

        Dear Zoho SalesIQ Team, I would like to request a feature that allows users to call WhatsApp numbers directly via Zoho SalesIQ. This integration would enable sending and receiving calls to and from WhatsApp numbers over the internet, without the need

      • Does Zoho Learn integrate with Zoho Connect,People,Workdrive,Project,Desk?

        Can we propose Zoho LEarn as a centralised Knowledge Portal tool that can get synched with the other Zoho products and serve as a central Knowledge repository?

      • Marketer's Space - Going beyond basics: Smarter ecommerce marketing with Zoho Campaigns

        Hello Marketers, Welcome back to this week's Marketer's Space. In the last post, we discussed the basics of email marketing and how to get started with email marketing in ecommerce. In this part, we'll dive much deeper into some other advanced features

      • Connecting two modules - phone number

        Hi, I’d like some guidance on setting up an automation in Zoho CRM that links records between the Leads module and a custom module called Customer_Records whenever the phone numbers match. Here’s what I’m trying to achieve: When a new Lead is created

      • Zoho Marketing Automation 2.0 - Landing Page function not working

        Dear Zoho Team, I am working on implementing Zoho Marketing Automation 2.0, and am now looking into the section "Lead Generation". If I open the "Landing Pages" section, I immediately get an Error code: Error: internal error occurred. Can you help me

      • Unable to use Sign "You have entereed some invalid characters"

        Unable to use Sign "You have entered some invalid characters" I do not see any invalid characters. The text in "Leave a Note" is plain text which I entered directly into the field. See attached screenshot

      • Elevate your CX delivery using CommandCenter 2.0: Simplified builder; seamless orchestration

        Most businesses want to create memorable customer experiences—but they often find it hard to keep them smooth, especially as they grow. To achieve a state of flow across their processes, teams often stitch together a series of automations using Workflow

      • Messages not displayed from personal LinkedIn profile

        Hello. I connected both our company profile and my personal profile to Zoho social. I do see all messages from our company page but none from my private page. not even the profile is being added on top to to switch between company or private profile,

      • "Performed changes in the query is not allowed due to following reason" when adding columns or reordering data

        I'm trying to make changes to a query but every time i try to save it i get this error message. I'm not touching the data it's flagging. All I've tried to do is reorder a couple of fields and add a new one. Why won't it let me do this? It's a core query

      • Onboard new users easily with native screen recording in Zoho Projects Plus

        Communication involving both visual and audio elements tends to capture more interest among the audience. Whenever we onboard new employees to the organization, the task of engaging them in the induction sessions, and keeping the spark going in their

      • Request to Add Support for PDF Templates and More Flexibility in Email Editor

        Hi Zoho Campaigns Team, I hope you're doing well. I wanted to share some feedback and request a few improvements in the Email Template feature of Zoho Campaigns. Right now, we can create email templates using the HTML editor, which is helpful. But we’re

      • Can you stop Custom View Cadences from un-enrolling leads?

        I'm testing Cadences for lead nurture. I have set un-enroll properties to trigger on email bounce/unsubscribe, and do NOT have a view criteria un-enroll trigger. However, help documents say that emails are automatically un-enrolled from a Cadence when

      • Zoho Desk Android and iOS app update: Agent detail overview

        Hello everyone! We’ve introduced agent detail overview on the Zoho Desk Android and iOS app update. With this feature, you can get a complete view of agent’s tickets, response times, logged hours (for both tickets and activities), customer happiness ratings

      • Blog Widget: Show recent blog posts on my homepage

        Hey there I am using the Zoho Sites Blog feature. On my homepage, on the bottom I'd like to have a featured content section where I show some of my blog posts (selected, most recent, filtered by category and so on...). It would be nice to have a blog

      • How to iterate through excel data using zoho rpa

        I wanted to iterate or loop through excel data ( datatable). How can i do that

      • Zoho Commerce

        Hi, I have zoho one and use Zoho Books. I am very interested in Zoho Commerce , especially with how all is integrated but have a question. I do not want my store to show prices for customers that are not log in. Is there a way to hide the prices if not

      • Mass (Pull back) (Close WOs) (Close APs)

        Hi develop team. Just idea because Zoho FSM is great but its too manual. we have a lot of task to do every day and the system needs to have more features to automatic our tasks. I need to close several WOs, APs and Pull Back per day. Please we need mass

      • Customising Zohidesk portal default widgets

        Hello, I'm wondering how could I customise the default widgets such as "popular topics", "popular articles" using CSS or to make the tiles at the bottom match the ones that I made in the picture attached. I have made some custom widgets and edited them

      • If there’s a batch at the end, the ‘mark as inactive’ function doesn’t work.

        when my batch has a date to batch end and I "mark as inactive" he batch does not obey the status and reactivates the batch.

      • Seamless multilingual messaging and tone control in Zia IM Composer

        Hello everyone! Managing customer conversations across multiple languages can be time-consuming. Using Zia in the Instant Messaging (IM) Composer helps you overcome this by providing tools to translate content, adjust your tone, and refine your messages

      • Advanced Deluge help needed with custom function and COQL limits

        I have a scheduled function that takes a snapshot of specific metrics and saves them to a custom module. However I'm struggling with the limits of COQL. I attach my full code, but an example of the issues I'm having is that it's erroring with a 'Limit

      • Tip of the Week - Conditional Formatting Chart

        Conditional formatting allows you to highlight your data series based on a pattern or a trend in your data. This makes it easy for you to identify when your data reaches certain values or when it deviates from the trend.  Zoho Analytics allows you to

      • Zoho Learn - AI Translate

        Hi Learn team, I had a situation today where I was providing training to a client team and I had written articles into their Zoho Learn to support their learning. I realised that one of the team members was a non-native English speaker and they were struggling

      • Power of Automation :: Auto-Sync Custom Date Field Between Related Tasks via Blueprint Transition

        Hello Everyone, A custom function is a software code that can be used to automate a process and this allows you to automate a notification, call a webhook, or perform logic immediately after a workflow rule is triggered. This feature helps to automate

      • Introducing auto-upgrade in Zoho LandingPage

        Hi everyone, We’re excited to share an upcoming update to help you get the most out of your landing pages — the auto-upgrade option, launching on October 22, 2025. Your landing pages are designed to bring in leads, and we want to make sure you never miss

      • Workdrive comment links stopped working.

        I have marked a PDF file with 95 comments, they have worked for a while. When i clicked on them they brought me to the correct page and showed me the outline that i had drew on the plans. The comments included the page number of the outline, but now it

      • How to Bulk-Update Sales Orders in CRM

        Hi - I need to bulk update existing sales orders with dates from our ERP of when the sales orders were created. I made a date field on the Sales Order module where I want to insert that data. I can't Mass Update because I am not updating the fields to

      • Zoho ToDo in Cliq

        Our organization utilizes Zoho ToDo in the Zoho Mail Desktop app. Is there a way for these to show up in Cliq Desktop app as well?

      • 【Zoho CRM】サンドボックス機能のアップデート：カスタムビューが利用可能になりました。

        ユーザーの皆さま、こんにちは。コミュニティチームの中野です。 今回は「Zoho CRM アップデート情報」の中から、サンドボックス機能のアップデートをご紹介します。 目次 1. カスタムビューとは 2. 今回の機能アップデートについて 1. カスタムビューとは カスタムビューは、ユーザーが設定した条件に基づいてデータをフィルタリング・整理し、 重要な情報へ効率的にアクセスできるようにする機能です。 「過去15日間の見込み客」や「受注間近の商談」、「特定の優先度レベルが設定された案件」など 条件を指定してわずか数クリックで設定できます。

      • Changing an agents email address

        How do you change an agent's email address? I keep getting a red circle even though I am an admin. And on one of my agents he has two email addresses? How is that possible?

      • Zoho CRM - Potentials Tab

        Hi! When I create a Deal (Potentials tab) the header looks like this: After a refresh on the page it looks like this: What should I do so that it is displayed like in the second pic without refresh? Also I have a user that as of recently, cannot see this

      • Is there a way to automatically add Secondary Contacts (CCs) when creating a new ticket for specific customers?

        Some of our customers want multiple contacts to receive all notifications from our support team. Is there a way to automatically add secondary contacts to a ticket when our support team opens a new ticket and associates it with an account? This would

      • Unable to create embed code for resource of workdrive using API

        Hello Team, I am trying to create embed code for a resource using workdrive api in powershell, however facing some issues with injecting data in body. Followed Doc: https://workdrive.zoho.com/apidocs/v1/filefoldersharing/shareeveryone Please help, below

      • Feature Request - Insert URL Links in Folders

        I would love to see the ability to create simple URL links with titles in WorkDrive. or perhaps a WorkDrive extension to allow it. Example use case: A team is working on a project and there is project folder in WordDrive. The team uses LucidChart to create

      • not able to convert pdf to jpg and other forms and vice versa.

        i want to change my pdf to jpg, word, etc and some times jpg to pdf. i don't know how to do in this.

      • Enable / show scroll bar when Mega Menu is opened

        Hey there I am using the mega menu add-on and experience a "flicker" whenever the mega menu opens. The reason is, that the scrollbar, which has a width of a few pixels, stops showing when the mega menu opens. As the scrollbar disappears the whole page

      • Next Page