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

        • Making Copies/Duplicates of Zoho Forms (Shared)

          Question to the community: is there a way to take a 'shared form' , make a duplicate copy and save under My Forms, so that i can use that which was already created as a template to make updates to and use as a test form and be able to have full access,

        • Using IMAP configuration for shared email inboxes

          Our customer service team utilizes shared email boxes to allow multiple people to view and handle incoming customer requests. For example, the customer sends an email to info@xxxx.com and multiple people can view it and handle the request. How can I configure

        • Can you help us creating a customised form with payment link?

          I would like to create a customised Transport form where the user will be asked to make payment basis the drop/ pick up they select.

        • Deleting or disabeling predefined ticket list views

          Is it possible to delete or disable predefined views or is this still not possible? For instance, we are not using the chat function and therefore have no use for the "Missed Chats" view. Thanks!

        • Email an Invoice from API

          When calling the API to email an invoice, it seems it does not actually send it. Below is a screen shot where I used an API call for the bottom record, and it updated its' status to "Due Today", but no email was actually sent. The top record, I hit the

        • Unable to load your extension. Please check your plugin-manifest or Resources.json.

          Hi Team, I am using the config module with multiple fields of different types, such as checkboxes and picklists. However, I am encountering the following issues: Error Message: When loading the extension, I get the error: "Unable to load your extension.

        • Layout Rules / Quick create

          Hello, is there a way to create a layout rule for quick create option? Regards, Katarzyna

        • Issue with Create Note Button and Popup Form in Leads Module

          Hello Zoho Community, I am trying to implement a "Create Note" button in the Leads module with the following functionality: 1. When the button is clicked, a form should pop up with fields to add notes. 2. After filling out the form and clicking Send,

        • Finding draft ticket replies

          Is there a way to see all tickets which have draft replies?

        • Guidance on Making Zoho Desk Connections Available for All Data Centers

          Hi Team, I’m currently developing an application using Zoho Desk connections to manage OAuth for my third-party products. Could you please advise on the steps required to make it available across all data centers? Looking forward to your thoughts on

        • Able to change project on timelog entries

          Ability to move the timesheet entry from one project to another. When a user adds a wrong entry a manager can change/update the timesheet entry to the correct project.

        • Caso de Uso | Menos trámites, más salud: Clínicum optimiza sus recursos con Zoho One

          "La automatización del proceso de solicitud de bajas y su trazabilidad a través de Zoho nos ha supuesto una mejora en el ROI." - Carol Rodríguez, Responsable de Experiencia del Cliente interno y externo en Clínicum ¡Hola a todos! Estamos emocionados de

        • How do I stop getting notified about upgrading to Upgrade now and save big!

          How do I stop getting notified about upgrading to Upgrade now and save big! There is no way to clear this notification, and EVERY Day I get alerted to upgrade, but there is no permanent way to dismiss this alert! How can I permanently dismiss this a

        • Double opt-in notifications and customizable confirmation messages for your webforms

          Dear CRM Community, We are excited to announce a major upgrade to our Webforms feature. You can now customize the confirmation message shown to your users who double opt-in from your webform and also customize your confirmation emails when they submit

        • Bulk create tasks - Zoho Projects API

          Hi Zoho/Community, I am trying to create multiple tasks in a single API call, is there a way we can combine multiple request bodies into one single payload? The issue I am facing is the rate limiting on the API, I wanted to create certain amount of tasks

        • Task Due dates and Reminder Date & Time

          I like to have a reminder on many tasks in Zoho Recruit. I find the process cumbersome in that each task requires the following: 1. click and select due date 2. Click the reminder box 3. Click on (Reminder) Start Date 4. Click on (Reminder )Time If one

        • Unable to Access Admin Console and Email Sending Issues

          Hello Zoho Support Team and Community, I hope this post finds you well. I am currently facing two significant issues with Zoho services: Admin Console Access Issue: Every time I try to access the Zoho Admin Console, it gets stuck on the loading screen

        • Tracking new lead response time

          Hi, I have a team of Sales Development Reps, who have a KPI of responding to a lead within 20 mins or less once it hits the system.  I seem to recall that Zoho CRM had the capability to track this in a previous version, but don't see it anywhere.   It's

        • Getting The Following Error.. 550 5.4.6 Unusual sending activity detected

          I just launched a marketing campaign and I got this error. Everything was working fine previously. This is a big launch so need to fix it asap. Can anyone help?

        • Printing on 80mm bluetooth Pos Printer

          Hello. I am trying to print receipts and invoices using my 80mm bluetooth connectivity Pos printer. I have configured the Templates to Retail so that it matches the paper width of the Pos printer. However, when I click Print in zoho, first it opens the

        • Trying to integrate gmail but google keeps blocking Zoho access for integration??

          hi i am trying to integrate a gmail account so can track/access business emails this way. I have followed the instructions but after selecting my email account it gets re-routed to this message (screengrab below) Can anyone advise a way around this or

        • Which attribute in Zoho books invoice api represent branch attached to the invoice?

          Hi Zoho Team, We have done the integration with Zoho Books API. While fetching data from Invoice API we want to get branch value attached to the invoice. We could not figure out which field in "Get an Invoice" api represents branch value attribute. Thanks

        • How to Billed from two different GST Numbers

          How to Billed from two different GST Numbers. Suppose ABC & Co had GST registration in Delhi and Haryana and Zoho account is created with Delhi GST Registration number. Now i also want to issue invoice from Haryana GST Registration number. How can i proceed ?

        • How to hide Predefined views

          Hi, I would like to know how to hide: Predefined views and Recent views or some records from this list. If I'm using it form iPad I have to scroll to see User created views. Or maybe it's possibility to move User created views on the top. All the best,

        • Is it possible to trigger the review process when a record is edited?

          Hello, I need to trigger a review process whenever a field is updated to a specific value. This field is empty when the record is created and is only filled later. I know the approval process exists, but that's not what I'm looking for in this case. What

        • Deleting Views

          How do you delete views? Please syd

        • Fixed Assets

          Where would I manage my fixed assets

        • Report on Assets

          Hi,  Is it possible to report purchased assets on a specific year? The Balance Sheet shows everything up to the current date, and the expense reports will not show purchased assets because they are assets not expenses. If it is not possible, then is it possible to setup an API connection with Books to extract data from to another Reporting application?

        • Purchase of Fixed Assets

          How can I record the purchase of assets using zoho books? For example, I purchased 4 laptop for 100000 $ each and paid it through my bank account. How can I record this transaction and maintain track of how much of the assets I bought?

        • Where is the Fixed Asset Register?

          I am a Zoho One user for 18 months, using invoicing and CRM and now ready to migrate my books to Zoho Books. Where do I keep the fixed asset register for the equipment that I use in my business? I have a service based business with a lot of gear and business

        • Kaizen #168 - Incremental Authorization

          Welcome to this week's post in the Kaizen series. In this post, we will discuss Incremental Authorization. What is Incremental Authorization? Incremental Authorization is an OAuth strategy that allows a client to request specific authorization scopes

        • Configure Notes Title for Blueprint Transition

          It'd be very helpful to be able to configure note titles on blueprint transitions when requiring notes. This would help tie back the history of notes to the blueprint actions. We have some approval processes in our blueprint and require notes for the

        • An update to improve email delivery | Email Authentication & Relay

          Dear Zoho Recruit Community, We hope this message finds you well. This post is to inform you about an important update regarding the authentication of all email domains in your Zoho Recruit account. Effective 31st December, 2024, emails sent using email

        • Stop adding Default ID column to xls exports

          When anything is exported to xls, Zoho adds a column with an ID.  WE DO NOT WANT THIS COLUMN.  We use an automated report to a team.  We have our own tracking number.  1. This makes the report messy, it just pushes OUR data off to the right.  2. We have

        • Zoho cases and remote work api

          How to use zoho cases listing api? When i try to hit the endpoint specified in the docs , i get the error : the page you are looking for does not exist with a 401.

        • Calendly does not show scheduled Meetings

          I use Calendly as my standard booking tool, but no matter what I am doing, Calendly shows any appointment as free (when in fact there already is an appointment in CRM Calendar or Zoho Calendar). Drives me nuts - cannot go away from Calendly due to various

        • I want the currency in my account to be Mexican pesos.

          Hello, I am a Mexican citizen and live in Ukraine. When I registered to your system, it was seen that I was from Ukraine, so the default currency is Euro. This is causing me a problem. Please change the standard currency in my account to Mexican Pes

        • Year-End Wrap: Don't rewrite - Switch to Email Templates

          As we're half-way through December, now is the perfect time to start sending out festive greetings. Whether it is to your clients or your team, it is important that every mail is tailored to the recipient and feels genuine, which allows you to make better

        • Elevating Email Security on Zoho Desk: DKIM Now Mandatory

          Hello Zoho Desk Users! It has been a wonderful journey with you on Zoho Desk. As we prepare to welcome 2025, we are strengthening our efforts to ensure a secure and seamless experience for you. To enhance email security, DKIM configuration will be mandatory

        • How to view shared mailbox in Outlook

          How to view shared mailbox in Outlook or in another software

        • Next Page