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

      • Email Template Edits Not Saving

        I can make an edit, click save, and see the blue bar annimation at the top, but the edits don't actually save. Important, because my email templates are now broken and clients are receiving bad emails. Tried on Chrome, Firefox and IE.

      • Default Ticket View - Table?

        Guys, We mostly use the table view to queue tickets. Maybe I am missing it - but how can I set that view as 'default" for all our agents? Thanks JV

      • Can I have different users see different pick list values for Potential Stage?

        We have some users focusing on new business and others focusing on existing business, and they follow different sales processes/cycles, so we would like them to see different pick list values for Stage (eventually leading up to Closed Won/Lost in both cases).   And just to keep it interesting - some of these users will of course do a combination, so would need to see one pick list for their New business potentials and a different pick list for their Existing business ones.   Salesforce does this

      • Tracking Snippet not working in Zoho Marketing Automation!

        First off, the fact that you have to wait about 12-24 hours for every response is terrible. How are we supposed to conduct business? Second, we have been trying for several days to get the Tracking Code Snippet in marketing automation to work, to no avail.

      • Is there any way to send an Excel received by email to Dataprep?

        Every day I receive an email alert with an Excel file that I want to process through a Dataprep pipeline. To do this, I need to: -Save the file to disk -Open the pipeline -Run the pipeline -Update the source -Several clicks to select and open the saved

      • Read webpage - MSXML2.ServerXMLHTTP

        I have the following VBA script, put together from various sources (mainly zoho forum/help/support, so it once worked, I guess): private Sub GetListOfSheets() Dim url As String Dim xmlhttp As Object Dim parameters As String Dim html As String range("B1").value

      • Zoho Creator Form Search

        I'm new to Zoho Creator and so far i do like it but im shocked there seems to be no easy way to add a search function and/or navigation to there forms as this readily available in every platform i have used in the past. Anyway i have a form which i have

      • How to setup DKIM / SPF in Zoho Mail

        Hello there! I'm having a hard time understanding how to setup the TXT records for SPF and DKIM with Zoho Mail. I'm following the instructions here: https://www.zoho.com/campaigns/help/setup-spf-dkim.html Specifically, when it comes to the value for the

      • Mass update cant trigger a workflow?

        Hello there, Is this a normal Creator behaviour? In a report, if I manually edit each data row, it will pass those changes to all other reports. However, if I perform a Mass Update on a few data rows at once, the new data is not pushed to other reports.

      • search and Smart Bar both missing in Mail

        One of the users on my account does not have the search bar at the top right or the Smart Bar at the bottom left of the desktop Mail app. Any ideas how to get those back?

      • Let us add Lookup fields in the Blueprint Transitions

        We are unable to add Lookup Fields in the blueprint transitions in Zoho Desk, we wanted to make it a requirement for our workflow but since it's not available in the transition we cannot. The lookup field exists in the Layout: But it cannot be added/selected

      • Zoho Projects API Scope for Issue Attachments

        I try to download issue attachments via the API, unfortunately I always get the following error code when trying to download the file from the supplied URL: {"ERROR_MESSAGE":"INVALID_OAUTHSCOPE","ERROR_CODE":401} indicating an auth scope error. I've tried

      • How to fetch custom fields for time entries in Zoho Project API v3

        In the previous Zoho Projects REST API, we were able to retrieve custom field details for time entries, including picklist options, using the endpoint: GET /restapi/portal/[PORTAL_ID]/timesheetcustomfields In the new Zoho Projects API v3, we tried using

      • Zoho Survey Enhancements

        We love Survey. We use it a ton. It needs some enhancements. Maybe some of these are already on the roadmap? API - this is crucial. We have some complex surveys that take place and need to update records, trigger other functions/automations, etc. I would

      • Images Don't Display on Blog

        Hi, I've just posted a new blog entry, but regardless of format (png or jpeg) Images that display in Preview mode do not display on any browser in the published post.  I've not done anything different with this post than others regarding images, please advice. Thanks! Edit:  I've discovered that moving the image files from a my sub directory folder "Pics for Blog" to the top level of the "Files" folder on my site allows the images to display live.  This, even though my other blog posts are correctly

      • Checkbox Field Mapping Zoho Forms to Zoho Sign

        I have an application that will be filled out via Forms that I am mapping into a PDF Filler on Zoho Sign. I need to have a series of checkboxes mapped to the corresponding fields in Sign and I only see single checkboxes available via the mapping, though

      • Books P&L by Customer

        Lately, we have found that the Customer field filter for the Profit & Loss report in Zoho Books is no longer available. We have several projects with the same customer and look at the P&Ls by project AND by Customer (overall). Can you please add back in this field selection alongside the Project field to the P&L report filter? Thanks! -Gina

      • Sent mail sort by date disappeared

        Hello, We used to be able to sort the emails by date in the sent folder, but this feature has recently disappeared. Can we bring it back?

      • I cannot check out to Zoho People.

        When I tried to check out today, there's prompt that inhibits me to check out: To add entry in Attendance, log time for any of your jobs

      • Pricing Strategies: #2 Plan your Service Offerings using Plans

        Meet Harvey & Mia, hailing from the same Tech school, carrying the dream of setting up their own IT maintenance firm in their location. They drew up a clear business plan and put their business in motion on New Year's Eve. They had great reception right

      • Open a record to edit based on another form being edited

        Hi all, I am trying to edit a record based on another record being edited. It works out like this: When I create a Monthly_Update and then submit I open the Monthly_Levels form and pass the ID from the Monthly_Update to a field called mu. I want it to

      • Problem with signature on zoho survey

        Hello, I'm trying to export individual responses with signatures on zoho survey. But the signatures on some of my surveys are not exported as the original image, but as a generic image, same for all (screen joins). Is there a solution to have the signatures

      • Change in Zoho CRM API?

        Hello, I am using the Zoho API trough the PHP SDK v2.1 Since few days, I noticed that I have to change the way I pass the data to the API when I create, update, or upsert a record. Dates Before I was passing a PHP date object to "$record->addKeyValue(...)",

      • MTA - BAD IP reputation by outlook/hotmail

        Messages to Microsoft email servers are bouncing back due to poor reputation. Message: 4.7.650 The mail server [136.143.188.206] has been temporarily rate limited due to IP reputation. For e-mail delivery information see https://postmaster.live.com (S775)

      • QuickBooks Extension for Zoho CRM - Advanced Features -2025

        Hello Everyone, We’re happy to announce the latest version of our QuickBooks Extension for Zoho CRM, now officially live on the Zoho Marketplace! This release introduces one-click data sync, a user-friendly UI, enhanced performance, and a powerful set

      • Changing Department often causes the Firefox tab to freeze

        Title, it doesn't seem to happen with neither Opera nor Chrome. And even in Firefox, sometimes it just lets me change the department I'm in no problem, even to All Departments which is probably the most, like, resource heavy? But most of the time, the

      • Need to integrate Zoho Mail Mobile app with Zoho Meeting Mobile App for Android and Apple

        Hello Zoho Team, Please bring integration of Zoho Mail Mobile app with Zoho Meeting for Android and Apple Thanks

      • ¡Muchas gracias por participar a los Meetups de Usuarios de Zoho! Y Novedades del ecosistema Zoho

        ¡Hola Comunidad de Zoho en Español! 👋 Después de un breve lapso de tiempo, volvemos con una nueva edición de nuestro Community Digest, donde te contamos las novedades de los productos de Zoho en los últimos meses. Estas mejoras se centran en nuestros

      • Anyway to move mail from one account to another yet?

        Hello, Is there any way to move email from one mailbox account to another mailbox account in zoho yet? Thanks, Ryan.

      • Using a CRM Client Script Button to create a Books Invoice

        Hello, I need help handling error messages returned to my client script from a function. The scenario I have setup a client script button which is available from each Deal. This CS executes a crm function, which in turn creates an invoice based on the

      • Building Toppings #2 - Learn how to use Bigin's Developer Console to build toppings

        Hey Biginners, In our last post, we discussed what toppings are, why they're essential to extending Bigin's capabilities, and how the Bigin Developer Center serves as the starting point for building them. As a cloud platform, the Developer Center empowers

      • Links are incorrect when sent out

        I'm adding in hyperlinks into my eDM. When I send a test email, it's all correct. However, when I send out the eDM, all the hyperlinks jump up one space so none of the links are opening to the correct page. Why is this happening and how can I fix it?

      • Tip of the week #16 - Search and filter threads based on criteria

        Zoho TeamInbox lets you search and filter threads with any information that you have about the thread. You just have to input the criteria and Zoho TeamInbox will list all the threads that match the condition.   Firstly, there is a global search you can

      • Introducing recipient authentication via Stripe Identity in Zoho Sign

        Hi everyone! It's important to authenticate your recipient's identity before they access and sign important documents to ensure the highest level of compliance. Zoho Sign already helps businesses do this with various authentication methods: SMS OTP Email

      • Keep Converted Leads

        How do I keep the converted leads in the Leads Module after conversion (converting it to account, contact, deal). I want to add it in a converted stage in the leads module in order to get a report or dashboard and see all converted leads from my pip

      • Customizing Global Search Settings for All Users

        Hi Our team use the brilliant global search functionality within CRM many many times daily. But, we struggle with the out-of-the box columns that CRM gives you. We are always telling users to customize this look to more suit our business, to show the

      • Introducing Formula Fields for performing dynamic calculations

        Greetings, With the Formula Field, you can generate numerical calculations using provided functions and available fields, enabling you to derive dynamic data. You can utilize mathematical formulas to populate results based on the provided inputs. This

      • Tip of the Week #77– Stay informed of the activities happening in your organization

        Whenever a message is handled in Zoho TeamInbox, every action is recorded in the Activity Log. This ensures you always know what’s happening across your teams and inboxes. To access it, simply click the Audits icon on the left pane’s top bar after logging

      • Zoho Logs - Not seeing logs since 30 Nov

        Hi, we have a few functions running, I am testing some new ones and noticed that although I can see executions, I cannot see any logs, even when the first line on the functions is a log. I reviewed some existing functions, one of which is invoked on a

      • Workdrive MS Office integration

        Have installed subscribed version of Zoho WorkDrive VSTO runtime not found is the error when I try to install Zoho_WorkDrive_For_Office Unable to open work files in Excel and Word Urgent, since I have migrated all my OneDrive files to work drive already

      • Next Page