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

      • Collections Management: #7 Common Mistakes during Payment Collection

        Payment collection may appear straightforward in most cases. Still, as your customer base expands and transaction volume increases, it becomes clear that even small inefficiencies can lead to delayed payments, increased support load, or even revenue loss.

      • Rename Record Summary PDF in SendMail task

        So I've been tasked with renaming a record summary PDF to be sent as part of a sendmail task. Normally I would offer the manual solution, a user exports the PDF and uploads it to a file upload field, however this is not acceptable to the client in this

      • Text/SMS With Zoho Desk

        Hi Guys- Considering using SMS to get faster responses from customers that we are helping.  Have a bunch of questions; 1) Which provider is better ClickaTell or Screen Magic.  Screen Magic seems easier to setup, but appears to be 2x as expensive for United States.  I cannot find the sender id for Clickatell to even complete the configuration. 2) Can customer's reply to text messages?  If so are responses linked back to the zoho ticket?  If not, how are you handling this, a simple "DO NOT REPLY" as

      • Custom Field in Zoho Projects pulling into Analytics

        We have a client that we have built our their new business process using Zoho Projects, and we have build a lot of custom fields with their their Projects where they are capturing specific data points that we want to be able to track and pull data, as

      • Marketer's Space - Holiday season email marketing tips you should know

        Hello Marketers! Welcome back to another post in Marketer's Space! 'Tis the season—that time of the year everyone eagerly anticipates. While most look forward to relaxing, marketers will be super-busy from late November to early January. Mistakes can

      • Zia Competitor Alerts made easy with Zia's suggestions

        Hi everyone, In addition to the existing manually added competitors, Zia will now find your competitors for you - instantly. Earlier, you had to identify competitors through research manually, support tickets, or tradeshows—a time-consuming process that

      • Add Custom Field Inside Parts Section

        How to Add Custom Field Inside Parts Section in Workorder like Category and Sub- Category

      • Zoho CRM Community Digest October 2025 | Part 2

        Hello Everyone! From new mobile capabilities and smarter integrations to real-world workflow fixes and developer insights, all the highlights from the second half of October is covered right here. Let’s dive in. Product Updates: Zoho CRM Mobile Updates:

      • Understanding Zoho Contracts

        Effective contract management relies on systems that are structured, organized, and reliable. Every feature, workflow, rule, and restriction in Zoho Contracts are designed the way they are to ensure consistency, compliance, and control across every stage

      • Tip of the Week #76– Automate your inbox during vacation in Zoho TeamInbox

        When you're on vacation or away from your desk, the last thing you want is for important emails to be missed or left unanswered. The good news is, you can easily set up rules in Zoho TeamInbox to assign incoming messages automatically to a teammate who's

      • Domain restriction for User Management actions in Zoho One

        Greetings, Zoho One Admins! To strengthen account security further and safeguard user management settings, we are imposing domain-based restrictions for user account-focused admin actions in Zoho One. In addition to password reset of user, organization

      • Zoho Mail iOS app update: Signature

        Hello everyone! In the latest version(3.1.7) of the Zoho Mail app update, we have brought in support to create, edit and remove signature within the app. You can create signature from the compose screen as well as from within the Settings module(inside

      • Desktop app doesn't support notecards created on Android

        Hi, Does anybody have same problem? Some of last notecards created on Android app (v. 6.6) doesn't show in desktop app (v. 3.5.5). I see these note cards but whith they appear with exclamation mark in yellow triangle (see screenshot) and when I try to

      • Approval Button in Subform

        Hi Team, I’m working on a subform-based requirement where users will submit requests, and these requests must go through approval by multiple team managers. Each line item in the subform needs to be individually approved or declined based on the user's

      • Setting checkbox value on template in Sign from Creator

        Good day, Please help me understand how do I set a tick from a checkbox in Creator into a checkbox on a Sign template. Below is the only values on the Sign template and the code from Creator, "field_boolean_data": {}, "field_date_data": {}, "field_radio_data":

      • Zoho Projects - Unread Comment Icon

        Hi Projects Team, It would be great if there was a notification I con on the comments icon so it's easy to see which tasks have new comments. Something like a red circle with a number of unread comments would be great. Thanks for considering my feed

      • Zoho Projects - Update Feed via API

        Hi Projects Team, Please consider adding an API to allow update and retrieval of messages to the Feed. Thank you

      • Automated log-out/session end

        I'm concerned about security of our data. Is it possible to set an automatic time-out for user sessions on Zoho CRM, after a certain period of inactivity or when the session reaches a certain duration (12 hours perhaps)? 

      • Subform auto populate values

        Hi Team, I’m trying to retrieve values from Zoho People using API functions and dynamically populate them into a subform. For example, I’ve created a form with several fields that users will fill out. Based on their input, I need to fetch records from

      • What is New in CRM Functions?

        What is New in CRM Functions? Hello everyone! We're delighted to share that Functions in Zoho CRM have had a few upgrades that would happen in phases. Phase 1 An all new built-in editor for better user experience and ease of use. ETA: In a couple of days.

      • Gantt Chart - Zoho Analytics

        Are there any plans to add Gantt Charts capabilities to Zoho Analytics?

      • WhatsApp Calling Integration via Zoho Desk

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

      • Identify long running sync jobs/tables

        My sync process causes strain on my production database and I'd love some tools/alerts to help me identify which tables are taking the longest. The current screen only shows 3 tables at a time and truncates the last fetch time so that it is very cumbersome

      • Temporarily rate limited due to IP reputation.

        We have suddenly started receiving the following Mail Delivery Status Notification: Diagnostic-Code: 4.7.650 The mail server [136.143.184.12] has been temporarily rate limited due to IP reputation. For e-mail delivery information, see https://aka.ms/postmaster

      • Associate emails from both primary and secondary contacts to deal

        We need to associate emails from multiple contacts to a deal. Please advise how this can be achieved. At present, only emails from primary contacts can be associated. Thanks

      • New integration: Zoho Sign for Zoho Projects

        Hey there! We’re excited to announce the brand-new Zoho Sign integration for Zoho Projects! With this integration, users can now send documents for signatures, track their progress, and manage approvals—all without leaving Zoho Projects. This bridges

      • Update to attachment display in ticket threads

        This enhancement will provide faster access for support teams and end-users, significantly boosting productivity for everyone. Get ready for a more efficient and satisfying experience! Immediate benefits Faster ticket rendering reduces wait times and

      • Narrative 15: Blueprint - Automate, guide, and transform your support processes

        Behind the scenes of a successful ticketing system: BTS Series Narrative 15: Blueprint - Automate, guide, and transform your support processes Even organizations that deliver quality products and services can face low customer satisfaction when their

      • Different MRP / Pricing for same product but different batches

        We often face the following situations where MRP of a particular product changes on every purchase and hence we have to charge the customer accordingly. This can't be solved by Batch tracking as of now so far as I understand Zoho. How do you manage it as of now? 

      • ZOHO BOOKS - RECEIVING MORE ITEMS THAN ORDERED

        Hello, When trying to enter a vendor's bill that contains items with bigger quantity than ordered in the PO (it happens quite often) - The system would not let us save the bill and show this error: "Quantity recorded cannot be more than quantity ordered." 

      • Refresh frequency

        Dear Zoho Team, I really, truly appreciate that Zoho Books gets frequent updates. As a matter of fact this is how a good SaaS company should stay on top. However, I feel that I have to hit refresh almost every day. This was exciting at the beginning but

      • Refund

        My plan expired today, and I updated my payment details with a new credit card. At the same time, I wanted to downgrade, but the system wouldn’t allow the downgrade until the payment details were updated. As a result, I was charged for the same plan before

      • Calling Function via REST API with API Key gives 401 using Zoho Developer

        Hi, I created a couple of functions using the one month trial of Enterprise edition, which I was able to call using the API Key method from Postman and from an external site. Now that my trial has expired, I have created the same functions in the Developer

      • Error due to - 'Internal Exception' when uploading Sign-generated PDF file to workdrive via Deluge in Zoho CRM

        Hi I wasnt getting this error a few days ago and my code had not changed, so I'm wondering if there's a Zoho bug somewhere? I am downloading a PDF file from a Zoho Sign url using invokeurl and then uploading it to a Workdrive folder using zoho.workdrive.uploadFile.

      • Embed CRM record images in email templates

        I have email templates that I want to embed dynamic images in their body - not as an attachment. For the context, the image is a QR code individual to each contact. So there are couple of challenges for which I think there is no solution in CRM: 1/ I

      • Assign multiple departments to multiple helpcenters

        Hi there! I have a reseller company for a software and I'm using Zoho Desk as my helpcenter and ticket management system. The software is great and I would like to make a suggestion! With multi-branding activated, your departments that visible in help

      • Zoho Desk Training

        Hello, We've had Zoho desk for a while now, but we run into issues occasionally, and I was wondering if there was a customer who currently uses it and really enjoys the functionality, that would be wiling to chat with us?

      • PO Based Advance payment to Vendor

        We recommend to introduce a provision at PO to make advance payment to vendors and auto apply that advance paid later at the time of Vendor Bill submission for that PO. This will help us track PO-wise Total Payments.

      • How to get Quickbooks Desktop Info into Zoho?

        Our team has used Quickbooks desktop for years and is looking at switching to Zoho books in 2026. I want to bring all old sales history over since we use Zoho CRM. I can export Item sales history and generic sales orders from Quickbooks desktop. How do

      • ZeptoMail API Request

        We tried to send mail using ZeptoMail using Django. Following is my payload {'from': {'address': 'abc@abc.com'}, 'to': [{'email_address': {'address': 'xyz@xyz.in', 'name': 'Bhavik'}}], 'subject': 'Report Name', 'htmlbody': '<p>Test</p>'} Following is

      • Next Page