WhatsApp marketing automation and Utility conversation

WhatsApp marketing automation and Utility conversation

We’re excited to announce the addition of two new features to our WhatsApp integration: Automation and Utility conversations. These enhancements will allow you to streamline your marketing efforts and engage with your customers more effectively by automating messages and providing essential information seamlessly.

WhatsApp marketing has become a prominent player in many marketing strategies, having demonstrated a 44.5% uptick in customers engagement. You can enhance your customer journey using WhatsApp automations to deliver personalized messages at the perfect moments and generate meaningful engagement with your contacts.

Enhanced engagement through journeys

Zoho Marketing Automation's journey builder takes WhatsApp engagement a step further by enabling you to create automated workflows that initiate conversations based on specific customer actions and ensure you trigger various types of interactions throughout the customer journey. The result is a seamless, personalized experience that delivers the right message at the right time.


Benefits for marketers:

  • Holistic customer engagement: Combine marketing efforts with essential service updates for a well-rounded customer experience.

  • Improved customer satisfaction: Foster trust and loyalty by ensuring customers have the information they need, when they need it.

  • Streamlined workflows: Automate routine tasks and free up valuable time for strategic marketing initiatives.

 

A quick walkthrough 

Trigger 

Similar to an email campaign trigger, if a contact from a WhatsApp campaign meets certain criteria, they will be added to a journey. Only actions can be added as criteria for journey enrollment, however. This restriction ensures that only specific customer behaviors—such as responding to messages or clicking links—qualify them as contacts worthy of inclusion. By focusing on these actions, we can enhance engagement and tailor our communications to those who show genuine interest.


Process 

Once a contact is added to a journey, you can define a Process > WhatsApp activity to categorize and send  based on user's activity. In this case, you can choose from multiple activities to associate with a WhatsApp message for greater flexibility and customization in your messaging strategy. 

You can use a single WhatsApp activity component to trigger specific actions based on user interactions. For example, if a user clicks on a specific link in a WhatsApp message, they may automatically move to a different lead stage. Alternatively, if a user responds with a specific keyword, you can automatically send a different WhatsApp message. These use cases highlight how you can engage with users effectively through WhatsApp activities.


 

Action 

You can use this action to send a WhatsApp message to all qualified contacts associated with the journey. By delivering personalized messages to contacts associated with a specific journey, you can achieve more targeted and relevant communication. Additionally, creating and sending purchase confirmation and transactional messages, collectively known as Utility Conversations, allows users to automate personalized marketing campaigns based on user behavior.

 

 


 

Utility Conversations

We've also added a new feature: utility conversations. Previously, Zoho Marketing Automation only supported promotional messages, offers, and updates. Now, with utility conversations, you can deliver essential, purchase-related information directly through WhatsApp.

This enables you to:
  • Provide timely updates: Send order confirmations and other critical information directly to customers to ensure they stay informed throughout the journey.

  • Streamline transactions: Use automated payment reminders and transactional messages to simplify the buying process and reduce friction.

  • Gather valuable feedback: Easily collect customer feedback through surveys to foster continuous improvement and increase customer satisfaction.



Note: Utility conversations have a distinct pricing structure compared to marketing conversations. You can visit our pricing page to calculate these costs accurately. Additionally, utility conversations will be included only in Professional and Enterprise plans.

 


 

With this update, we expect our users to get more out of Zoho Marketing Automation and enhance their brands' reputations with timely campaigns. We're always here to help marketers at every step in their marketing endeavor with Zoho Marketing Automation. Please reach out to us at support@zohomarketingautomation.com. We'll be more than happy to provide assistance!


    • Sticky Posts

    • Introducing automation and utility conversations in WhatsApp marketing

      We’re excited to announce the addition of two new features to our WhatsApp integration: Automation and Utility conversations. These enhancements will allow you to streamline your marketing efforts and engage with your customers more effectively by automating
    • Marketer's Space: Streamline marketing and sales by integrating ZMA's Planner with Zoho CRM

      In a competitive market, clear goal-setting and seamless campaign execution are crucial for marketing and sales alignment. When integrated with Zoho CRM, Zoho Marketing Automation's Planner enables marketers to create, manage, and measure campaigns effectively
    • Tip of the week 02 - The art of 'seeing' your leads

      What's the last page that your lead visited before signing up for your brand? What was the page that first convinced your lead to explore more about you? Where are your leads coming in from? Well, these are some perennial questions today's marketers live upon. And, knowing the answers to these questions is crucial, considering the vitality of leads in every business. In the journey of finding lead opportunities, it's important to understand that every detail about a lead is useful. While the channels
    • Zoho Marketing Automation Update: Topics, Contacts, and List Management

      At Zoho Marketing Automation, our highest priority is making it easier for you to use our product to accomplish your business goals. With that in mind, we are updating three of our pivotal features: Topic, Contacts, and List Management.   These existing
    • Important: Zoho MarketingHub is now Zoho Marketing Automation

      Hello Everyone,   We hope you all are doing well. We'd like to notify you that we have rebranded Zoho MarketingHub to Zoho Marketing Automation. We'll discontinue using the term "MarketingHub" from May 26, 2021. However, there will be no changes in the
      • Recent Topics

      • Separate One-Time Mentions from Ongoing Ticket Following in Zoho Desk

        Dear Zoho Desk Support Team, We are writing to request an enhancement to the mention functionality within Zoho Desk. Currently, when an agent is mentioned in a ticket, they receive notifications for all subsequent activity on that ticket, similar to being
      • Mass update Accounts in Zoho Desk

        We used the integration feature to bring in all of our accounts from Zoho CRM. While all of the names and links are in place, on the Zoho Desk side the email, phone, website, and address fields are blank. By going into each account I can select "Update
      • Vivaldi will not open the Zoho Mail app when I click a email link in the browser

        I'm running Vivaldi on Arch with the Plasma desktop and have under default applications Zoho Mail set as my default email client. Whenever I click a email link in Vivaldi I get the below when it should be launching Zoho. Any ideas on rectifying this issue?
      • Digital publisher

        Kinetic Digital Publisher provides comprehensive digital publishing services, including eBook creation, formatting, cover design, and marketing. We help authors publish and promote their work across online platforms with ease.
      • Time Zone Correction with Daylight Savings Time

        Hey, I'm writing a series of reports where the source data is synced from an external source which stores the date/time information in GMT, but I want the reports to be in local time. Now, I understand there is the CONVERT_TZ function which allows me
      • Load form in iframe without header

        I am trying to load a form into an iframe without the header, but I am not having any luck. I am using openUrl() to load the iframe with the form URL and zc_Header set to false, e.g. #Form:Add_Case?zc_Header=false but it is still loading the header. Any
      • Filter embedded report

        How to filter embedded report in a page, below code is not working. dateField => startDate & dateField=< endDate The report should print on page containing records from startDate to endDate. params='zc_Header=true&amp;Service_Date__gte=<%=startDate%>&amp;Service_Date__lte=<%=endDate%>'
      • Creator Simplified #5: Set file upload restrictions in Zoho Creator

        Hey Creators, Welcome to the next post in the Creator Simplified series. Today, we’ll explore how to implement file upload restrictions to limit user submissions to specific file types. By implementing an allowed list for file uploads, you can optimize
      • Field Type: Address, Change District/State to Dropdown with picklist??

        Using the Address Field type, is there a way to make the District/State field be a dropdown with a picklist so the users can select rather than type the state name every time? I know this can be done if I use a drowdown field for the State (or entire address information), but that isn't as tidy as using the address field type. I apologize if this is a duplicate. I posted this question the other day, or so I though. Can't find that post.
      • cutomized fields are not showing up in zoho creator from zoho crm

        We have customized fields in zoho crm under accounts module like "Last production upgrade" --> This field is a date. When created a solution in zoho creator i couldn't find any of the customized fields. Would you please help me on this matter? Thanks
      • How to Add Bulk Data in Zoho Creator Forms Using Deluge Without Exceeding Execution Time Limit

        I have a database form with a column named 'Product Name' containing 8000 values in a Zoho Creator form. In another form named 'Returns Data,' I have a column with the same name, 'Product Name.' How do I add these 8000 values to the 'Returns Data' form
      • Open New Free Zoho Account

        Hi Team, Do you guys offer a free email hosting? I do have a domain already. If yes, what is the process to open the new account? Thanks,
      • 554 5.7.1 : Recipient address rejected: user info@intimspace.de does not exist

        554 5.7.1 : Адрес получателя отклонен: пользователь info@intimspace.de не существует I can't send an email to Google at info@intimspace.de. An error comes. I entered everything correctly in DNS https://zohomail.tools/#domainDetails/intimspace.de/ALL
      • Emails going back unread

        Hi all, When in Zoho mail - when I recieve a new mail it puts back all emails read that day back to unread - I then have to go back through and open all emails I have already read! Gets very annoying... Any idea on the bug fix?
      • Been getting this error, every now and then "Get count limit exceeded, please try again after 3 mins"

        it is really annoying.
      • Constraints on Tasks

        We have a use case where we have certain fixed date tasks and need to schedule predecessor tasks around these. Predecessor tasks need to be completed with a lag before the fixed date. We should be able to schedule the start and end date for predecessor
      • Moving Project Dependencies Not Moving Precedessors

        Most of the time we want to base our start dates around an event that is in the middle of the project template. If I set a bar up at the date we want it, it doesn't move the predecessors up. Is there a way to change this? eg. there is no point starting
      • Can you set task due dates to be "x" days before the milestone?

        We have a milestone set as the date of our first event. All of the tasks need to happen in increments prior to the milestone event. Is there a way to configure this without having to set up each task due date? Thanks!
      • Default ticket template in helpcenter

        Hello, I have a web form and a ticket template created. How can I make that my default ticket template? If an user clicks New ticket or create a ticket, I want that template to be the default one. Thank you for the time and info.
      • Expanded data-capturing capabilities with enhanced tabular sections

        We are thrilled to announce an update to Zoho Recruit that brings even more flexibility and customization to your recruiting process. With the addition of 10 new field types to the tabular sections, you now have the power to enhance your tabular sections
      • Integration of Business Hours in Email Templates

        Dear Zoho Desk Team, We would like to propose a feature enhancement to Zoho Desk that would greatly improve the utility of the Business Hours settings and streamline communication with our clients. Feature Request: Integration of Business Hours in Email
      • Add Owner to deluge-created module record note

        Is it possible to include the "owner" aka "creator", of a Note when creating it via delulge? This sets "superadmin" as the Note creator. I need to override it. notemap = Map(); notemap.put("Parent_Id",program_contact_id); notemap.put("Note_Content",program_contact_data.get('Note'));
      • Blueprint - Field Validation Criteria (During)

        When setting validation criteria elsewhere in Zoho, or even workflow criteria etc., there are Is Empty and Isn't Empty options.  Within the Field Validation Criteria within Blueprint, those options aren't available.  Is there a particular reason for this? 
      • Delete Field that is used in a Zoho Flow connection

        I'm trying to delete a Field used in a Webhook created by Zoho Flow with CRM Connection and i get the following alert: When going to the alert i get to the following issue, can't edit it since its been deployed by a pluggin But yes i have here the prompted
      • Use image on img HTML tag

        Hi how could I do to use my image saved in Workdrive to use it in an HTML img tag ? I need to display it on my website without having to use iframes. Regards,
      • ZOHO Compain emails going to spam after authentication is successful

        Hello, I am frustrated right now. I have recently setup the zoho email compaign, The auto responder email went to receipient spam folder. then, I researched a lot and completed authentication (SPF, DKIM) in email deliverability, email relay in zoho crm.
      • Security Policies

        To protect against cyber threats and attacks, organizations need to set up security policies for their employees' accounts. Security policies are rules and regulations for every individual or group using the organization's assets and resources. Enabling
      • Zoho CRM functions editor is not in the programming language deluge

        I am trying to write a function for a button. I helped someone before in deluge and I'm using this new editor I'm not familiar with - I guess it is new. Why is the default code statically typed? The editor will not let me create a variable without a type.
      • "Age in Days" calculation in Advanced Analytics

        Hi Can someone advise how this is calculated? I am getting values on this report which I cannot understand. Thank you
      • Automatically set quotes to "lost" if deal is set to lost

        Hi, Is there a way to automate that if a deal (opportunity) is lost the related quotes are also set to lost? Thanks!
      • Subdomain

        How can i make subdomain in my zoho website
      • A/R Aging Details shows wrong aging days

        In the A/R Summary Report all of the invoices are in the right aging buckets. When I run the A/R Aging Details report I get aged dates of +300 days when they should be in the 0-90 day range.
      • Global Choice List share ownership

        I have created several forms that use one or more Global Choice Lists. These lists have been published to Org. I would like to allow one or more admins to edit the choices in these lists. Any help appreciated. Geoff
      • Domain Transfer

        I have a Godaddy domain, how i can transfer it to Zoha? and how i can move my website to Zoho server? With my best wishes.
      • Project Templates & Reminders

        I am getting projects all set up to work for our company and am running into a problem that I'm hoping is easily fixable. I have created a project template and within that project, there are reminders set on certain tasks. When I create a project from
      • Kaizen #126 - Circuits in Zoho CRM - Part 1

        Hello everyone! Welcome back to another week of Kaizen! Today, we will discuss an exciting topic—Circuits in Zoho CRM. For starters, we will discuss what Circuits are, how beneficial they are for businesses, different views of a Circuit, and the different
      • Create customized SLAs for your customer base with support plans

        Managing customer expectations, prioritizing critical issues, and resolving customer inquiries on time is quite a juggle. Without a clear timelines or defined priorities, a support team may struggle with delays in response, SLA violations, and pending
      • Zoho Flow or Schedules

        I have a process where we text our leads 7 times over a 14 day with different content for each text. I created one flow in Zoho Flow to do this, but wondering if there is a more efficient way to accomplish this via Schedules. It goes on for 6 more times
      • Free webinar: Zoho Sign 2024 wrap-up - Everything that is new and has changed

        Hello, Are you looking up to catch up on all the updates made to Zoho Sign in 2024? Or are you still figuring out how you can use Zoho Sign better to get business paperwork done more efficiently? If so, we invite you to join us this Thursday, December
      • How to Customize Task Creation to Send a Custom Alert Using JavaScript in Zoho CRM?

        Hello Zoho CRM Community, I’m looking to customize Zoho CRM to send a custom alert whenever a task is created. I understand that Zoho CRM supports client scripts using JavaScript, and I would like to leverage this feature to implement the alert functionality.
      • Next Page