Improved WhatsApp Templates

Improved WhatsApp Templates

Greetings,

I hope all of you are doing well. We're excited to announce a major upgrade to Bigin's WhatsApp integration that brings more flexibility, interactivity, and automation to your customer messaging.

WhatsApp message automation

You can now use WhatsApp messages in workflow rules, so whenever a workflow is triggered, say, when a new ticket is created, a WhatsApp message will be sent automatically, saving you time and making sure customers get quick updates without any manual effort.

       

You can now add WhatsApp messages to stage automations. This means that whenever a record moves into a specific stage, a personalized WhatsApp message can be sent automatically to the contact.


Notes
​Notes:
  1. WhatsApp Automation is available for all paid editions. 
To learn more about Bigin's WhatsApp integration, please refer to this help document.

Interactive WhatsApp templates

Templates allow you to predefine the content of messages you frequently send to customers. Instead of typing the same message each time, you can create a template and reuse it whenever needed. This saves time and ensures consistency in your communication.

So far, Bigin lets you create only plain-text templates. With this update, your templates can include headers with images, videos, or documents, and interactive buttons, making your messages more structured and engaging.


  1. Header: Acts as the title of your message. You can include text, images, videos, or documents to give your message a branded and impactful introduction.



  • Buttons: Interactive buttons enable your customers to take action right from your messages. You can add two types of buttons: 
    • Call to action: These take the user to a website or let them call a number. For example, a travel agency might create a WhatsApp template to inform customers about their latest travel offers and promote their services. The message could include offer details along with a Visit Website button that directs customers to their booking page. Additionally, they can add a Call Now button with their contact number to enable customers to call directly and inquire about travel packages and other related information over the phone.


    • Quick Reply buttons: These buttons let users reply instantly using preset responses. For example, you could create a WhatsApp template to collect feedback on your support services. Your support agent can send a message like “Was your issue resolved?” and include up to three quick-reply buttons such as “Yes,” “No,” and “Need Help.” With these buttons, customers can respond instantly with a single tap, making it easier for you to track resolution statuses and offer further assistance if needed.



The image below shows how your WhatsApp template will look on the customer's mobile device.



Note: You can choose the button type based on the kind of interaction you want to enable, but a single template cannot include both types.


Templates for the Pipelines module

Previously, users could only use templates in the Contacts module. With this update, you can now create and use templates for the Pipelines module as well, so you can send WhatsApp messages directly from deals and other pipeline records, making your communication more contextual and relevant.

To create a new template, go to Setup > Messages > Templates and click the + Template button. You'll then be able to select the module in which you want to use the template.



That's all for these enhancements. We sincerely hope you find these improvements useful. Please give them a try and leave your feedback in the comments section below. Watch this space for future announcements. 

Thanks and have a good day! 

      • Recent Topics

      • Countries List Global Set- Complete with Phone Country Code and Continent.

        Dear Zoho Team I saw your recent addition to the Global Sets regarding the Countries list and states. While working on it, why didn't you also add things like Continent and Phone Country Code? Also, some ISO codes from some Countries/regions are mis

      • Custom Display Field for Lookup Dropdowns in Zoho CRM

        Could Zoho CRM support changing the display field in lookup dropdowns, like Zoho Creator does? This would make it much easier to select the right record by showing a more useful field instead of only the default one. It would improve speed, clarity, and

      • Message as bot

        I would like to be able to send a Cliq message truly as a bot. the current implementation of this function, while it sends the message as a bot it sends that message inside a chat from the user how authenticated the flow cliq connection instead of directly

      • Books <-> CRM synchronisation with custom Fields

        Hello, We are synchronising Books Customers with CRM Accounts. In CRM Accounts I set up last year a "segments" multiselect field shown below In Books, I set up a custom multi-select field with the same value as in the CRM And set up the synchronisation inside Books. Want to synchronise the Books Segments with the CRM Segments, but the later doesn't exist, and another non-existing is there ?! First, I don't understand where the field Segmentation is coming from. Second, I set CRM Segmentation to sync

      • Trouble with using Apostrophe in Name of Customers and Vendors

        We have had an ongoing issue with how the system recognizes an apostrophe in the name of customers and vendors. The search will not return any results for a name that includes the mark; ie one of our vendors names is "L'Heritage" and when entering the

      • Recording overpayment?

        So a customer just overpaid me and how do I record this? I can't enter an amount that is higher than the invoice amount. Eg. Invoice is $195 and he sent $200. He's a reccuring customer so is there a way to record so that he has a $5 advance for future invoice?

      • Introducing the New Zoho Assist Quick Support Plugin

        We are thrilled to announce the new Zoho Assist Quick Support Plugin, the upgraded and enhanced version of the Zoho Assist Customer Plugin. This new plugin allows organizations and IT administrators to deploy it directly onto their customers’ devices,

      • Automate your signing workflows with Zoho Sign + n8n

        Hello! We're excited to announce that Zoho Sign is now available as a community node on n8n, a popular open-source workflow automation platform used by tens of thousands of teams worldwide. n8n lets you connect apps, APIs, and services through a visual

      • Ask the Experts 27: Onboarding and managing support reps

        Hello everyone, We are back with our Ask the Experts (ATE) series for 2026. This year, we bring experts to help you address customer support challenges using Zoho Desk. For our first ATE, we are getting into the human side of customer support. "Every

      • Retainer invoice in Zoho Finance modlue

        Hello, Is there a way of creating retainer invoices in the Zoho Finance module? If not can I request this is considered for future updates please.

      • Spotlight #27: Embed visual collaboration Spaces in your presentations using the Vani add-on

        Hello everyone! This month’s spotlight feature is the Vani add-on for Zoho Show. Every time you pause your presentation to open another tab or pull up supporting material, you lose a bit of momentum. At Zoho Show, we design features that keep everything

      • CRM

        Is anyone else experiencing this issue? Our company is not moving out of using Gmail's web app. It just has more features and is a better email program than Zoho Mail. Gmail has an extension (Zoho CRM for Gmail) that we're using but we've found some serious

      • Good news! Calendar in Zoho CRM gets a face lift

        Dear Customers, We are delighted to unveil the revamped calendar UI in Zoho CRM. With a complete visual overhaul aligned with CRM for Everyone, the calendar now offers a more intuitive and flexible scheduling experience. What’s new? Distinguish activities

      • Global Search / Command Palette in Live App

        Zoho Creator applications can contain many forms, reports, pages, and dashboards. While navigation inside the app is smooth, users still need to move through multiple menus or screens to find specific records or open particular modules. Currently, in

      • New 2026 Application Themes

        Love the new themes - shame you can't get a little more granular with the colours, ie 3 different colours so one for the dropdown menu background. Also, I did have our logo above the application name but it appears you can't change logo placement position

      • Smarter appointment allocation with round-robin distribution

        Greetings from the Zoho Bookings team! We’re excited to introduce the Appointment Distribution feature, a new way to decide how appointments are assigned among users. By default, appointments are distributed evenly across all event types, but this enhancement

      • A2P 10DLC Opt-in Rejection Issue with Zoho Creator Public Form

        Hi everyone, I’m working on an A2P 10DLC SMS campaign and running into repeated rejections due to opt-in issues. I’m using Zoho Creator for the registration flow. The form is public (no login required). Users enter their phone number and there is an unchecked

      • Make Quick Edits to Images Before Attaching

        Hello everyone, We have enhanced how attachments are handled in tickets to help agents preview and share files more efficiently in Zoho Desk. Agents can preview image attachments before adding them to tickets and edit them using attachment annotator.

      • 3/18 オンライン勉強会のお知らせ Zoho ワークアウト （無料）

        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。 3月開催のZoho ワークアウトの開催が決定しましたのでご案内します。 今回はZoomにて、オンライン開催します。 ▶︎参加登録はこちら（無料） https://us02web.zoom.us/meeting/register/BoNTN7zYR8OvOPGShqBY0A ━━━━━━━━━━━━━━━━━━━━━━━━ Zoho ワークアウトとは？ Zoho ユーザー同士で交流しながら、サービスに関する疑問や不明点の解消を目指すイベントです。

      • Extend color coding to custom picklist fields

        Objectively, Projects has the best UI of any Zoho app — clean, intuitive, and never feels bloated. Big props to whoever owns the design. Feature request: color coding for custom picklist field values in field customization. You've already done it in two

      • New in Office Integrator: In-sheet text translation

        Hi users, We're pleased to introduce translation capability in the spreadsheet editor in Zoho Office Integrator. This allows you to translate the text in your spreadsheet's cells into 70+ languages from within your web app. Office Integrator's spreadsheet

      • Streamline email communication with Out of Office configuration

        Managing user communication effectively is the key to ensuring timely responses and consistent messaging. However, when users are unavailable, the absence of an Out of Office response can lead to delays and missed expectations. Managing these settings

      • Changing settings for auto logoff

        I've noticed that when I haven't used Cliq for a while, I have to re-enter my password. That is really clumsy, especially if you have a complicated password. Because it won't be filled in automatically. Is there a way to change that behaviour? We are

      • A few Issues when using "Pay Bill via Check"

        We have quite a bit of issues with how paying for Bills via Check works. Would love some feedback from the Zoho team in case we are doing something incorrectly. 1. When we go from a vendor and select "Pay Bill via Check" option, we see ALL the outstanding

      • Prevent tracking users from specific countries

        Currently, I’m receiving many bot visits from the United States and Malaysia. I would like these visits not to be recorded in SalesIQ. I already enabled the option to exclude traffic from cloud service providers, but I’m still receiving bot visits. Ideally,

      • My client requires me to have custom pdf file names to except payment for invoices, how can I customize this before emailing.

        Hello! I love the program so far but there are a few things that are standing in the way. I hope you guys can code them in so I can keep the program for years to come. My client requires I customize the pdf file names I send in for billing. Can you please

      • Edit Project Number?

        Hi all: We just signed up for a trial of zoho one, which includes ZoHo Projects. We've noticed there was a 'dummy project' preloaded in projects to help familiarize yourself with the software. We've created a couple of our own projects now but noticed since the dummy project was preloaded, our projects start with number 2 then 3, sequentially. Since it seems we will be keeping zoho past the trial, If we delete the dummy project, how do we get our own projects renumbered, beginning with 1? We'd like

      • Download pricebook products & details - not just pricebook creation date & name

        We're looking to download a copy of a pricebook and its associated products & book prices (as we have several offices in different countries selling the same products), however, when using the export feature under Data administration it only gives me

      • 554 5.1.1 – Mail sending blocked for the domain(s): [gmail.com]

        Here's your corrected text: Hello, I hope you are doing well. I was unable to send a message and received the following error: "554 5.1.1 – Mail sending blocked for the domain(s): [gmail.com]" I tried to send and deliver an email but got this error. I

      • Outgoing Mail Blocked – Suspicious Login Activity (Need Clarification and Solution)

        Hello, I’m currently facing an issue where my Zoho Mail account has been blocked due to “suspicious login activity,” and outgoing emails are restricted. Here are the details shown: Block type: Outgoing mail blocked Reason: Suspicious login activity A

      • Assign Meeting in records

        It would be nice to be able to "call and assing" meetings from a record, for example from a Deal. Right now - calendar is synced with CRM - meetings show in calendar - you can go in each meeting and assign it to a record It would be nice to be able to

      • Allow Global Admin to access/edit all forms without changing owners

        Hi there, Please consider adding a feature where the Global Admin of the account an automatically access/edit any form in the Company Account. I'm the Global Admin on our Zoho One plan, and we have multiple users that use/create forms. But for me to access

      • ERROR: "Please enter a valid Phone"

        WHAT IS THE PHONE FORMAT? There is nothing ANYWHERE to define the format. At least the error should either show the correct format or provide a link to the help file I enter a valid phone number in as many formats as I can think of and none of them allow me to save the number to CRM Nothing works! No matter what format I enter I keep getting a red error "Please enter a valid Phone" The international format for MY mobile is +61414652366 (or +61 414 652 366) Local format is 0414652366 I call all over

      • Introducing Zoho Sprints 3.0

        Zoho Sprints is consistently evolving in steady increments. The introduction of the latest version, with its enterprise level solutions, brings to you advanced capabilities that propel your agile efforts in the right direction. Here's a quick glimpse

      • Transaction Rules & Customer Payments

        So I have a situation as follows. We have many clients who are all invoiced on the 1st of each month on a recurring invoice for 1 of 10 plans. This means that almost all payment dates are the same (some people pay late) and that a lot of the amounts are

      • Customize Sign-out Button

        Are there some url parameters I can use to make a form button sign-out the user from the app? The sign-out link on the top right is small. Here's and example of the url for the top right sign-out: https://creator.zoho.com/logoutpage.jsp?sharedBy=niskypto&appID=212085000006568003&appLinkName=MYAPP&signOutUrl=niskypto/MYAPP/view-login/SOMEPAGE Note: In my account, the sign-out is set to redirect users to my website. Can I also override this with some url parameters? John M. Whitney

      • Please can the open tasks be shown in each customer account at the top.

        Hi there This has happened before, where the open tasks are no longer visible at the top of the page for each customer in the CRM. They have gone missing previously and were reinstated when I asked so I think it's just after an update that this feature

      • Tip #65 - Exploring Technician Console: Short Keys - 'Insider Insights'

        Hello Zoho Assist Community! Have you ever been in the middle of a remote support session, trying to pass a key combination onto the remote machine, only to find it's reflecting on the technician's computer. The Short Keys feature in Zoho Assist is here

      • Reading from and writing to Zoho Projects Custom Module with Deluge

        Does anyone know if there is a way to read from and write to the Custom Modules that Zoho now supports. I would love to be able to loop through a set of data and create the entities I need to for this new custom module I'm looking to put together.

      • Disappointment with Zoho Payments

        Dear Gowdhaman, I am writing to inform you that I am removing Zoho Payments from my website. I cannot continue to disappoint my customers due to the lack of UPI support, as has been the case with my experience so far. Please note that the 0.5% transaction

      • Next Page