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

      • Overwrite Option for custom modules

        Hi Team, I noticed that the overwrite option is unavailable in Zoho Books when importing data for custom modules. This limitation makes it challenging to bulk update old data, as the only option is the 'bulk update' feature, which is restricted to 25

      • Zoho Creator - Zoho Analytics

        I am facing an issue in Zoho Analytics where I am still seeing deleted data from the Zoho Creator form I created. Could you please look into this and let me know what needs to be done?

      • Unable to send emails

        I have this email parth@mrcolumbus.in, but I couldnt send outgoing email. Can you please help?

      • Notifications push : Encourager le réengagement et renforcer la fidélité des utilisateurs efficacement

        Vous avez déjà souhaité engager et communiquer de manière proactive avec les utilisateurs, y compris lorsqu'ils utilisent votre application de manière peu active ? Zoho Apptics vous offre déjà des fonctionnalités qui vous permettent d'évaluer la performance,

      • Easy way to delete attachments

        I've reached my data limit and would like to run a view/report, and mass delete attachments. Is there an easy, fast way to do this? Moderation Update: Post Summary: There are two features the post discusses a) Easy way to remove Email attachments Will

      • How to add new deal to existing contact

        Hi, I want to add new deal to existing contact.

      • Domain verification is in progress... (How long do I need to wait?)

        Trying to setup my first email domain by connecting with GoDaddy. Have been here for quite some time and the screen is not changing. How long should this take?Send DataSend Data

      • email address autocomplete

        Is there a way to eliminate certain addresses from showing up in auto complete when entering an address? Many old and unused addresses currently show up, many of which I would like to get rid of. Thanks

      • Linking an email to a Contact when the email is sent in deluge via sendmail

        The "to:" address in this code is a CRM Contact. Email address is forced unique in CRM This sendmail gets sent via a workflow which is in a custom module. It works, except that the outbound email does not appear (i.e, get linked to) the Contact such that

      • How to restore deleted Field

        I edited a field in zoho form and by accident I deleted a field (email address). The form is ongoing to be filled by respondent. Then, when I checked to the all entries and report, the email address is gone. I checked in audit log, there is a record that

      • How to select multiple notes at once in the PC client?

        In the PC client, you can select notes using ctr+LMB. But why can't you use shift+LMB? PC version 3.2.0

      • How I can add customized Invoice

        Hi, I wanna use a customized Invoice, how i can add that

      • Zoho Analytics Pivot Table - How to compare month vs last year same month

        Hi, I had created a pivot table with setup as below: Column: - Delivery Date Row: - Customer Group Data as column - Total amount (sum > normal) (show data of the month) - Total amount (sum > % difference from previous value) (compare between this month

      • Recorded imported goods

        I have imported some goods from a foreign vendor called ABC. to Bahrain. My Customs duty and VAT are paid by an agency called XYZ to authorities. I have paid the amounts to XYZ and they have paid to authorities in behalf of us using our TRN Number. Now

      • Notes created in mobile app not syncing with web notebook

        I have created certain notes in a new notebook in mobile app. The new notebook is also created using mobile app and when I logged in through web I am unable to see notebook that I have created using mobile app. there is no trace of notes in which i have created in mobile app on the web even after days of creating in mobile app This is not the case vise-a-versa. the notes and note book created on web are accessible on mobile app on real time.  this is very inconvenient and big demotivating factor

      • Match Transaction > Filter | Allow wildcards in search

        The Filter function is useful for narrowing down to a specific set of transactions. It would be useful to have the ability to use wildcards in search. e.g. customer name "starts with" or " * " as a placeholder. e.g. "National * " instead of "National

      • Marketing Automation Emails Going to Spam

        Google is trapping all the marketing automation emails in spam. My domain has a perfect reputation and it looks like Zoho has a low reputation which is sending it to spam. When I pull the email out of spam and click on a link in the email, I get this

      • Convert Request to Forum Topic

        I know you can convert a forum topic to a request and a request to a solution in the knowledge base, but how do you convert a request to a forum topic?  Is this possible?  If not is this a feature coming down the pipe in the near future? Thanks!

      • Zoho Sign / Prefill By You - Editable by Them!

        Zoho Sign seems to have two field options available - an empty field for signer(s) to complete or a field that has been prefilled by you, that becomes read only once sent.  What I would like is an option on the pre-filled by you fields, to leave them

      • Is the Contacts sync between Campaigns and CRM bi-directional?

        Is the Contacts sync between Campaigns and CRM bi-directional?

      • Task does not syncing to google calendar shedual

        Hi why does the tasks activities do not syncing with the google calendar like the event option does?

      • Bug with Zobot Human transfer

        I have configured the brand, the operator, and the Zobot in Spanish. However, no matter what I do, it always says "YES" instead of "Sí" or "Sure, why not " instead of "Claro, ¿por qué no?" when asking if the user wants to contact a human operator. The

      • This mobile number has been marked spam. Please contact support.

        Hi Support, Can you tell me why number was marked as spam. I have having difficult to add my number as you keep requesting i must use it. My number is +63....163 Or is Zoho company excluding Philippines from their services?

      • Something went wrong. One or more fields contain errors

        I am getting this error but there is no way to debug what field is causing the issue . I have over 100 fields. Everything was working fine and then i fixed some fields that should have the same field names but had a typo and i am getting this error. It

      • Integrating Zoho Desk Instances from two separate organizations

        Is it possible to integrate Zoho Desk with an instance from another organization? For example, creating a ticket in one organization can cause the creation of a ticket in the second organization? Or certain tickets from one organization be viewable by

      • Knowledge base bug - Error: Article couldn't be updated.

        It took me a while to figure this out, truly one of the most irritating bugs in Zoho. I hope you find this information helpful. When using the knowledge base to create articles, make sure your keywords are in lowercase and separated by commas. Otherwise,

      • Is this possible with Campaigns?

        My company is currently moving CRM's from Monday to Zoho One. Currently, our marketing lead process is send out 7 sms messages over 14 days if the lead is in a certain status. If we don't get a response the lead is put into a "Closed" status. Do we buy

      • How to view two portals (Zoho CRM & Zoho Books) in single login

        Hello there, I need to create a portal access for the Customers. Customer data present in two applications namely Zoho CRM & Zoho Books. My requirement is to show the two different portals(Zoho CRM Portal & Zoho books Portal) in single login. I could

      • Updating Bounced Contacts in Campaigns to the CRM

        The article explains how to update Opt-outs from Campaigns to CRM, but not bounces. While Campaigns will automatically remove any bounced emails from future campaigns, is there a process by which a bounce will update or make a notification in the CRM

      • Bandwidth, voice and poor video

        Dear Team, The webinar has made things quite easy and convenient for educators around the world. We are an art & culture-based organization where students and researchers are our major audience.  While using the Zoho webinar platform, we have observed that the audio lags and the video is of poor quality and often freezes. Some participants don't hear what is being spoken.  We also found that even a slightly slow internet connection disrupts the webinar while it should be working well even on lower

      • Zoho books and venmo

        Hi, Is there a way to hook Venmo into zoho books? I have a Venmo business account and want to be able to sync that. I know you can do it with the paypal integration but I dont want to use paypal for the fees and that doesnt allow me use/integrate my current

      • Global Sets for Multi-Select pick lists

        When is this feature coming to Zoho CRM? It would be very useful now we have got used to having it for the normal pick lists.

      • 550 5.4.6 Unusual sending activity detected. Please try after sometime. <a href=https://www.zoho.com/mail/help/usage-policy.html target=_blank>Learn more.</a>

        Please help me with this. Sending of mails is blocked.

      • The Social Wall: November 2024

        Hey everyone, As we move into December, we're excited to share all the updates that went live in Social during November. View, monitor, and respond to your WhatsApp and Telegram messages from Inbox Take your communication a step further by integrating

      • Segmenting Contacts Based on Product Purchased

        I am trying to organize our main Marketing Automation email list in a way that segments contacts based on products they have purchased (for example in this case it is 3 different products). To my knowledge, this would require the sync from Zoho CRM to

      • Urgent Assistance Needed with DKIM Verification

        Hi, I have been trying to verify the DKIM for the past month using your instructions as well as other resources. Unfortunately, I have not been able to resolve the issue, and it remains persistent. I need to address this problem as soon as possible so

      • How do I attach tasks from one task to other tasks in the same project

        How do I attach tasks from one task to other tasks in the same project

      • Incorrect Handling of XLSX data

        Trying to import an XLSX schedule of bills into Zoho Books I ran across the problem of date formatting. To replicate: Build a CSV file with bill dates in whatever format you like and import it - this should work if you match the "dd/MM/yyy" etc. format

      • Zoho Books Invoice Salesperson: requires ID but there is no "Fetch salesperson" action

        Hi, I am trying to attach a Salesperson to a Zoho Books invoice. In Zoho Flow, the salesperson field required an ID. However, I only have the salesperson name, I need to fetch salesperson by name and then provide the ID. There is no option to fetch salesperson...

      • Change format of quantity format

        Hi,  I would like to change the qunatity format from 1,00 to 1.  Is this possible?   thanks!

      • Next Page