Kaizen #156 - Enhancing Mass Communication in Zoho CRM with a Custom Button Widget

Kaizen #156 - Enhancing Mass Communication in Zoho CRM with a Custom Button Widget




Hello code enthusiasts! 

Welcome to a fresh week of Kaizen! In this post, you will learn how to build a custom button widget to boost mass communication of your business using SMS notifications and pre-recorded calls within Zoho CRM. 

Business Scenario

Timely communication with customers is crucial in any business to send important updates, reminders, and promotional messages. 

Imagine you are managing a sales team, and your business regularly sends promotional offers to hundreds of customers. Typically, you would need to export customer details to a separate broadcasting system, create the messages, and send them manually. 

Instead of manually making individual calls and messages about the offer, you can now leverage this custom button widget placed in the mass menu within Zoho CRM to send personalized SMS notifications or even recorded voice calls to your customers. 

Creating a Custom Button Widget

Let us look at the steps to create a widget for the above-mentioned functionality. 

1. Log in to your Zoho CRM, go to Setup>Customization>Modules and Fields and select your desired Module. For this demo, we will choose the Leads module.
2. In the Leads module, switch to the Buttons tab and click Create New Button.
3. Follow the steps outlined in this help page and create a new button in the Mass Action Menu with its action defined by a widget. 



4. A pop-up appears for you to choose either from the available local widgets or create a new widget. 
5. Follow the steps provided in this kaizen to create a new widget for this use case.


Code Logic for Mass Communication

6. Here is the code logic to send broadcast SMS notifications and pre-recorded calls to the selected leads. 
  • Build the widget HTML page with the following elements shown in the GIF for obtaining user input like phone fields, sms/voice call preference, and the message content.


For voice calls, the entered text message will be converted to speech using Twilio's services.
  • The current module (Leads) and the selected record IDs are passed to the widget through the on PageLoad callback function.
  • For the current module, we used the Zoho CRM Meta JS SDK to get fields that have phone data type in it. These fields are listed in the Phone Fields dropdown, allowing the user to select the desired phone numbers that Twilio should use to send SMS or make calls. 
  • The COQL API SDK helps fetch values from the selected Phone fields in the dropdown for the selected record IDs. 
  • Depending on the selected action SMS or Voice Call tab, the corresponding Twilio Message or Call API will be triggered for communication. 
For this demo, we used the Twilio APIs for sending SMS and making pre-recorded calls, but you can use any cloud communication platform of your choice.

    const context = { };
    async function getPhoneNumbers() {
const phoneFieldsDropdown = document.getElementById('phone-fields-dropdown');
const selectedValues = Array.from(phoneFieldsDropdown.options).filter(option => option.selected).map(option => option.value);
    if (!selectedValues.length) {
return showAlert('error', 'Please select atleast one phone field');
}
const ids = context.recordIds.map(x => `'${x}'`).join(', ');
    const select_query = `SELECT ${selectedValues.join(', ')} FROM ${context.module} WHERE id in (${ids})`;
    const {data} = await ZOHO.CRM.API.coql({select_query});
    const phoneNumbers = [];
data.forEach(x => {
        Object.keys(x).forEach(key => {
            if (key !== 'id' && x[key]) {
                phoneNumbers.push(x[key]);
            }
        });
});
    return phoneNumbers;
}
    ZOHO.embeddedApp.on("PageLoad", function (data) {
// Get the current module name and selected record ids
const {Entity, EntityId} = data;
    context.module = Entity;
    context.recordIds = EntityId;
    // Get the phone fields for current module
    ZOHO.CRM.META.getFields({Entity}).then(
    function (response) {
const {fields} = response;
const phoneFields = fields.filter(x => x.data_type === 'phone').map(x => ({value: x.api_name, label: x.display_label }));
    new Choices('#phone-fields-dropdown', {
        removeItemButton: true,
    choices: phoneFields,
    placeholder: true,
    placeholderValue: 'Select Phone Fields to be used'
});
    ZOHO.CRM.UI.Resize({height:"400", width:"700"});
});
    // Initialize twilio credentials
    twilio.init("$YOUR_ACCOUNT_SID", "$YOUR_AUTH_TOKEN", "+YOUR_TWILIO_NUMBER");
})
    ZOHO.embeddedApp.init();

Try It Out!

To try this out, a fully functional code sample is attached to this post. All you have to do is replace your Twilio credentials on line 185 and everything else is already setup for you.

Widget in Action
  1. Select multiple records in the Leads module. 
  2. Click Broadcast (custom widget button) to open a streamlined interface (we have used Twilio for this demo).
  3. Select the Phone Fields to which you need to send the message / pre-recorded call. 
  4. Choose SMS or Voice Call in the tab based on your requirement.
  5. Enter your message and hit Send. 




                                    


Ta-daa! The messages go out to all the selected records immediately. You can also use any other third-party cloud communication platform of your choice instead of Twilio. 

Caution!

Since the Twilio Message and Call APIs are triggered from the UI, the Twilio authentication will be accessible to anyone with access to the Zoho CRM organization where this widget is deployed.

Similar Scenarios

  • Sales Teams can send follow-up reminders in bulk to multiple leads after an event. 
  • Support Teams can inform customers about system maintenance or updates by sending bulk notifications. 
  • Operation Teams can send updates on deliveries or service schedules to relevant contacts.  
We hope you found this post useful and engaging!

If you have any queries reach out to us at support@zohocrm.com or let us know in the comments section. 

Cheers! 

--------------------------------------------------------------------------------------------------------------------------------------

Additional Reading

  1. Zoho CRM Widget - An Overview, Installation and Creation, Mobile Compatibility, other Kaizens
  2. Zoho CRM - Custom Button, COQL API, Fields Metadata API, JS SDK for Widgets
  3. Twilio - Message API, Call API, Twiml(Twilio Markup Language)
--------------------------------------------------------------------------------------------------------------------------------------





      • Sticky Posts

      • Kaizen #226: Using ZRC in Client Script

        Hello everyone! Welcome to another week of Kaizen. In today's post, lets see what is ZRC (Zoho Request Client) and how we can use ZRC methods in Client Script to get inputs from a Salesperson and update the Lead status with a single button click. In this

      • Kaizen #222 - Client Script Support for Notes Related List

        Hello everyone! Welcome to another week of Kaizen. The final Kaizen post of the year 2025 is here! With the new Client Script support for the Notes Related List, you can validate, enrich, and manage notes across modules. In this post, we’ll explore how

      • Kaizen #217 - Actions APIs : Tasks

        Welcome to another week of Kaizen! In last week's post we discussed Email Notifications APIs which act as the link between your Workflow automations and you. We have discussed how Zylker Cloud Services uses Email Notifications API in their custom dashboard.

      • Kaizen #216 - Actions APIs : Email Notifications

        Welcome to another week of Kaizen! For the last three weeks, we have been discussing Zylker's workflows. We successfully updated a dormant workflow, built a new one from the ground up and more. But our work is not finished—these automated processes are

      • Kaizen #152 - Client Script Support for the new Canvas Record Forms

        Hello everyone! Have you ever wanted to trigger actions on click of a canvas button, icon, or text mandatory forms in Create/Edit and Clone Pages? Have you ever wanted to control how elements behave on the new Canvas Record Forms? This can be achieved

        • Recent Topics

        • Internal Error When Accessing Team Inbox.

          All our users are seeing this error in teaminbox. Because its a critical tool kindly resolve this issue ASAP.

        • Sharing URLs and direct access

          Hello, I am storing my team's email signature images on Workdrive. I am creating a public image download share and adding “?directDownload=true” so that the image can be accessed without the Workdrive interface. A few questions: 1) Can we generate friendly

        • Zoho Mail Android app update: Calendar enhancements

          Hello everyone! In the most recent version of the Zoho Mail Android app update, we have introduced various new enhancements for the calendar module. Let's explore what's new. Drag and drop events to update the date and time We have enhanced the calendar

        • Enhance Delay Configuration in Zoho Flow

          Dear Zoho Flow Support Team, We are writing to request an improvement to the delay configuration process within Zoho Flow. Currently, users are required to manually enter the exact delay duration (e.g., "2 days") in the delay block. This can be time-consuming

        • Contratação ProdutivosX

          Bem-vindo(a) ao processo de contratação da ProdutivosX. Este formulário tem como objetivo coletar informações essenciais para análise de perfil profissional, alinhamento de competências e possível integração ao equipamento ProdutivosX. A ProdutivosX é

        • Zoho Books - How to Invoke a Custom Function in Schedulers

          We have multiple schedulers that send emails to customers in batches. Currently, we are maintaining the same code across several schedulers. Is it possible to use a custom function inside a scheduler script? If yes, how can we invoke the custom function

        • Enhance Sign CRM integration

          Hello all, I'm working on a custom Deluge script to enhance the integration between Zoho CRM and Sign by using a writer merge template for additional flexibility. I want to replicate the post-sign document integration that exists between CRM and Sign

        • Unified WhatsApp Number Management in Zoho Desk and SalesIQ

          Dear Zoho Desk Support Team, We are currently utilizing both Zoho Desk and Zoho SalesIQ for our customer support operations. While both platforms offer WhatsApp integration, we are facing challenges due to the requirement of separate WhatsApp numbers

        • Problem using Zoho Desk API

          Goodmorning, I am trying to use the Zoho Desk API to create a dashboard in Grafana, but I am having a problem. Following the instructions in the API documentation, I created the API Console application (server-based application). Then I created the string

        • Email Field Validation Incorrectly Rejects RFC-Compliant Addresses (Forward Slashes)

          I've encountered a validation issue with Zoho Creator's Email field that rejects RFC-compliant email addresses containing forward slashes, and I'm hoping the Zoho team can address this in a future update. The Issue When entering an email address containing

        • Customer ticket creation via Microsoft Teams

          Hi all, I'm looking to see if someone could point me in the right direction. I'd love to make it so my customers/ end users can make tickets, see responses and respond within microsoft teams. As Admin and an Agent i've installed the zoho assist app within

        • Plug Sample #15 - Enable Human-Like, Contextual Interactions in SalesIQ with Zia Agents

          Zia Agents are conversational AI assistants designed to understand user intent and respond intelligently, helping businesses automate conversations and offer personalized support at scale. While Zia Agents are yet to be publicly released, access is currently

        • Best way to schedule bill payments to vendors

          I've integrated Forte so that I can convert POs to bills and make payments to my vendors all through Books. Is there a way to schedule the bill payments as some of my vendors are net 30, net 60 and even net 90 days. If I can't get this to work, I'll have

        • Seamless Round-Trip Navigation for Related Blocks (Detail View)

          As highlighted previously in this post (and here, here, here, and here), we still lack a fundamental capability for seamless navigation in Related Blocks. The popup that appears when adding a related record doesn't exist for viewing/editing existing records,

        • Social Profile Logo Format

          Hello, I'm using Zoho Sites and am attempting to add a couple of social media accounts to my profile that aren't included in the default platforms that are available. What format is the logo required to be in? I have tried .png and .jpg with no success.

        • How to create Sepa Direct Debit XML file: solution and code

          Even though Books provides a payment integration for Stripe and Gocardless (in Europe) there are customers that want to use the Sepa services of their own bank. Mainly because Stripe and Gocardless are quite expensive. In that case they would need a Sepa

        • Traditional Spreadsheet vs Zoho Tables

          Hello everyone, This article explains the differences between Spreadsheet applications and no-code databases, such as Zoho Tables. While both tools belong to the "grid" family, the core difference lies in their purpose. A spreadsheet (such as Zoho Sheet,

        • RFQ MODEL

          A Request for quotation model is used for Purchase Inquiries to multiple vendors. The Item is Created and then selected to send it to various vendors , once the Prices are received , a comparative chart is made for the user. this will help Zoho books

        • Delegate Access - Mobile iOS/iPad

          We’re over the moon that delegate access is now available in Zoho Mail as we were nearly ready to switch platforms because of it! Is there a timeline on when delegate mailboxes will be accessible from the iOS and iPad OS applications? Thanks, Jake

        • Request For Quotation (RFQ) module

          Hello, Do you have any plans to implement a RFQ module in to ZOHO Inventory? I would like to chose items that I require a price for, select a number of different suppliers to e-mail and have them submit there pricing online. I would then like to see a

        • Support for Developing Zoho Recruit Extensions via Zoho Sigma

          Hi, I’m interested in building an extension for Zoho Recruit using Zoho Sigma. However, when I navigate to Sigma and attempt to create a new extension (via the "New Extension" option), Zoho Recruit does not appear as a listed service—only options like

        • FOLDER DISAPPEARED

          Hello Zoho Community. I recently found a problem with no explanation: a folder in Zoho Analytics just disappeared, but the tables and SQL sentences still existed, the folder was not deleted. The solution for me in this case was to create a new folder,

        • How to create estimates/Invoices with sub-totals

          Every other accounting package can create estimates and invoices with Sub-totals. How can I do that in ZohoBooks?

        • Deluge scripts

          Why is there not a search function to make it easier to find the script of interest when modifications are required.

        • Social media simplified with Zoho Social: Why should brands have a Threads profile?

          Just over a year ago, Instagram launched Threads, the all new social media app primarily focusing on sharing text online. It was welcomed by people worldwide with more than 10 million users in just seven hours, and it currently has over 175 million active

        • Auto tracking URL generation based on Carrier

          Hi, While creating a shipment order for a package in Zoho Books, I have a requirement that for example, if the carrier is Delhivery and tracking number is 1234, then can automatically the tracking link/URL be generated as www.delhivery.com/1234. Similary,

        • New Beginnings with Zoho Desk mobile app best practices: Part 3

          In focus: Scaling consistency, intelligence, and customization In our third installment, we'd like to share tips to help you elevate your customer experience as you handle support operations seamlessly on mobile. Let's reconnect with Omniserve, the field

        • Highlights of 2025: Milestones and moments

          Hey everyone! As we step into 2026, it’s a great time to look back at everything 2025 brought to Zoho Social. This year was big, packed with powerful new features, smart enhancements, exciting events, and a major milestone: a whole decade of Zoho Social.

        • Introducing the sandbox environment in Zoho Sign

          Hey there! Customer and partners across the globe have been requesting a testing environment—also called a sandbox—for quite some time. Sandboxes help you try out document workflows before using them in your production setup. This new year, we are excited

        • Can I share the drive with another Windows user?

          We use the WorkDrive Sync application on a server with several remote desktop users. Our question is: Can the drive created by WorkDrive Sync be shared from one of these remote users with the other users so they can access the files, or do we need to

        • Syncing Bills in Zoho Books to Zoho CRM

          Is there any way to sync the Bills in Zoho Books in Zoho CRM

        • Auto CheckOut Based On Shift.

          This Deluge script runs on a scheduled basis to automatically set the 'Actual_Check_Out' time for employees who haven't manually checked out. If the current time is past their scheduled 'Shift_End_Time', the script updates the check-out time to match

        • ERROR: Product type cannot be changed for Items having transactions.

          I have mistakenly added a product type as goods for an item that was a digital service. Now when HSN/SAC became mandatory, this brought my attention to this error I did. So I tried changing the product type but it displayed this error message Product

        • Boost your CRM accuracy with smart Data Enrichment

          Hello all! In this post let's look at data enrichment from a holistic perspective to gain more clarity on how you can use it. So, here's a quick recap of what data enrichment is and how you set it up it to enhance your existing module data! What is data

        • Is it possible to set a region lookup table so that my deal country can lookup this lookup table

          Hi there, I would like to be able to add a data lookup table with the following fields: Country, Region. And then in my deal report, i can then lookup this table to fish out the region in my report. This will be important for my sales process to categorise

        • Test Emails Show Sent "via zcsend.net" in My Gmail Account

          I noticed the following info... However, a few email service providers such as Outlook and Gmail will display that the email was sent by zcsend.net (Zoho campaigns’ server) on your behalf instead of just your from email address.  In order to prevent this, you can go for either of these options: Do not select the check box meant for DomainKey Signature which is listed under Unverified sender domains. Include our mail servers by advanced authentication method such as SPF/ Sender ID and DomainKey/ DKIM.

        • 'UnAuthenticated Connection: zbooks_connection'

          I have a zoho connection in Zoho Books, the link name es zbooks_connection, but I like to validate if exist, by example if I use this line in my code: response=zoho.books.getTemplates("", "","zbooks_connection"); But I don't  have the connection I like

        • Calling the new 'Custom API' feature from within a Custom Widget

          From what I've learned it is not possible to call an endpoint from the new "Custom API" feature within a Creator Widget. The SDK's doesn't support it yet, when calling it natively you end up with CORS issues or at least I couldn't get it working even

        • Cannot post to Instagram. I get the error: Insufficient permission to publish on this page. Check with your page Admin to update permissions.

          We had another admin that left the company. Since he left, we get this error when posting to Instagram.

        • Zoho desk desktop application

          does zoho desk has a destop applicaion?

        • Next Page