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 #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

    • Kaizen #142: How to Navigate to Another Page in Zoho CRM using Client Script

      Hello everyone! Welcome back to another exciting Kaizen post. In this post, let us see how you can you navigate to different Pages using Client Script. In this Kaizen post, Need to Navigate to different Pages Client Script ZDKs related to navigation A.

    • Recent Topics

    • How to import data from PDF into Zoho Sheet

      I am looking to import Consolidated Account Statement (https://www.camsonline.com/Investors/Statements/Consolidated-Account-Statement) into zoho sheet. Any help is appreciated. The pdf is received as attachment in the email, this document is password

    • Zoho Projects Android app: Integration with Microsoft Intune

      Hello everyone! We’re excited to announce that Zoho Projects now integrates with Microsoft Intune, enabling enhanced security and enterprise app management. We have now added support for Microsoft Intune Mobile Application Management (MAM) policies through

    • Cant't update custom field when custom field is external lookup in Zoho Books

      Hello I use that : po = zoho.books.updateRecord("purchaseorders",XXXX,purchaseorder_id,updateCustomFieldseMap,"el_books_connection"); c_f_Map2 = Map(); c_f_Map2.put("label","EL ORDER ID"); c_f_Map2.put("value",el_order_id); c_f_List.add(c_f_Map2); updateCustomFieldseMap

    • Wrapping up 2025 on a high note: CRM Release Highlights of the year

      Dear Customers, 2025 was an eventful year for us at Zoho CRM. We’ve had releases of all sizes and impact, and we are excited to look back, break it down, and rediscover them with you! Before we rewind—we’d like to take a minute and sincerely thank you

    • About Zoneminder (CCTV) and Zoho People

      Hi team I would like to implement a CCTV service for our branches, with the aim of passively detecting both the entry and exit of personnel enrolled in Zoho Peeple, but my question is: It is possible to integrate Zoho People with Zoneminder, I understand

    • Introducing the Zoho Projects Learning Space

      Every product has its learning curve, and sometimes having a guided path makes the learning experience smoother. With that goal, we introduce a dedicated learning space for Zoho Projects, a platform where you can explore lessons, learn at your own pace,

    • Create CRM Deal from Books Quote and Auto Update Deal Stage

      I want to set up an automation where, whenever a Quote is created in Zoho Books, a Deal is automatically created in Zoho CRM with the Quote amount, customer details, and some custom fields from Zoho Books. Additionally, when the Sales Order is converted

    • How to show branch instead of org name on invoice template?

      Not sure why invoices are showing the org name not the branch name? I can insert the branch name using the ${ORGANIZATION.BRANCHNAME} placeholder, but then it isn't bold text anymore. Any other ideas?

    • Admin asked me for Backend Details when I wanted to verify my ZeptoMail Account

      Please provide the backend details where you will be adding the SMTP/API information of ZeptoMail Who knows what this means?

    • Unable to remove the “Automatically Assigned” territory from existing records

      Hello Zoho Community Team, We are currently using Territory Management in Zoho CRM and have encountered an issue with automatically assigned territories on Account records. Once any account is created the territory is assigned automatically, the Automatically

    • Kaizen #223 - File Manager in CRM Widget Using ZRC Methods

      Hello, CRM Wizards! Here is what we are improving this week with Kaizen. we will explore the new ZRC (Zoho Request Client) introduced in Widget SDK v1.5, and learn how to use it to build a Related List Widget that integrates with Zoho WorkDrive. It helps

    • Set connection link name from variable in invokeurl

      Hi, guys. How to set in parameter "connection" a variable, instead of a string. connectionLinkName = manager.get('connectionLinkName').toString(); response = invokeurl [ url :"https://www.googleapis.com/calendar/v3/freeBusy" type :POST parameters:requestParams.toString()

    • Possible to connect Zoho CRM's Sandbox with Zoho Creator's Sandbox?

      We are making some big changes on our CRM so we are testing it out in CRM's Sandbox. We also have a Zoho Creator app that we need to test. Is it possible to connect Zoho CRM's Sandbox to Zoho Creator's Sandbox so that I can perform those tests?

    • I Need Help Verifying Ownership of My Zoho Help Desk on Google Search Console

      I added my Zoho desk portal to Google Search Console, but since i do not have access to the html code of my theme, i could not verify ownership of my portal on Google search console. I want you to help me place the html code given to me from Google search

    • Timeline Tracker

      Hi Team, I am currently using Zoho Creator – Blueprint Workflows, and I would like to know if there is a way to track a timeline of the approval process within a Blueprint. Specifically, I am looking for details such as: Who submitted the record Who clicked

    • Primary / Other Billing Contacts

      If you add an additional contact to a Zoho Billing Customer record, and then mark this new contact as the primary contact, will both the new primary and old primary still receive notifications? Can you stop notifications from going to the additional contacts

    • Missing Import Options

      Hello, do I miss something or is there no space import option inside of this application? In ClickUp, you can import from every common application. We don't want to go through every page and export them one by one. That wastes time. We want to centralize

    • CRM x WorkDrive: File storage for new CRM signups is now powered by WorkDrive

      Availability Editions: All DCs: All Release plan: Released for new signups in all DCs. It will be enabled for existing users in a phased manner in the upcoming months. Help documentation: Documents in Zoho CRM Manage folders in Documents tab Manage files

    • Is it possible to enforce a single default task for all users in a Zoho Projects ?

      In Zoho Projects, the Tasks module provides multiple views, including List, Gantt, and Kanban. Additionally, users can create and switch to their own custom views. During project review meetings, this flexibility creates confusion because different users

    • [Free Webinar] Zoho Creator webinars - Learning Table and Creator Tech Connect Series in 2026

      Hello everyone, Wishing you all a wonderful new year! May 2026 and the years ahead bring more opportunities, growth, and learning your way 🙂 We’re excited to kick off the 2026 edition of the Learning Table Series and Creator Tech Connect Series ! Learning

    • Reply and react to comments

      Hi everyone! We're excited to bring to you a couple of new features that'll make your sprint process simpler. A cloud application brings with it an array of social media features that can be efficiently used in your organizational setup. As an agile scrum

    • Restrict Users access to login into CRM?

      I’m wanting my employees to be able to utilize the Zoho CRM Lookup field within Zoho Forms. For them to use lookup field in Zoho Forms it is my understanding that they need to be licensed for Forms and the CRM. However, I don’t want them to be able to

    • Module Customisation - Lookup function not available

      Good evening, Within my business, I can have multiple customers, who have multiple mobile assets. When I set these assets up, I enter information such as vehicle registration, Vehicle identification number (VIN), Unit number, YOM, in addition to others.

    • zoho click, and nord VPN

      Unfortunately, we've been having problems with Zoho Click, where essentially the line cuts off after about a minute's worth of conversation every time we are on VPN. Is there a way we can change this within the settings so it does not cut the line off

    • Zoho Calender

      a) does the clanender in zoho project allow you to see the name of the event in the celnder view, it currently says either "Task (1) or "Milestoen (1)" b) Alternatively does the calender in Zoho project integrate with zoho calender?

    • Matching ZOHO Payments in Banking

      Our company has recently integrated ZOHO Payments into our system. This seemed really convenient at first because our customers could pay their account balance by clicking on a link imbedded in the emailed invoice. Unfortunately, we can't figure out how

    • Team Gamification

      Would love to motivate, engage and encourage our team with our social media posts. Would like to include Gamification features of Social Media in Zoho Social or Marketing Automation. And also bring in Social Advocacy tools/tracking/management to these,

    • Power up your Kiosk Studio with Real-Time Data Capture, Client Scripts & More!

      Hello Everyone, We’re thrilled to announce a powerful set of enhancements to Kiosk Studio in Zoho CRM. These new updates give you more flexibility, faster record handling, and real-time data capture, making your Kiosk flows smarter and more efficient

    • New Enhancements to Zoho CRM and Zoho Creator Integration

      Hello Everyone, We’ve rolled out enhancements to the Zoho Creator and Zoho CRM integration to align with recent updates made to the Zoho Creator platform. With enhancements to both the UI and functionality, This update also tightens access control by

    • Work Type - Limitation

      Hello, I'm setting up work types and have noticed, a limitation on the parts area to 10 lines. Can this be increased to 20 or greater? In addition to this, when I attempt to add the work type to a work order, the correct labour hours doesn't flow through.

    • Emails sent through Bigin are not posting in IMAP Sent folder

      I have set up my email to work from within Bigin using IMAP.  I am using IMAP so I can sync my email across multiple devices - phone / laptop / desktop / iPad / etc.  I want all my emails to populate my email client (outlook & iphone email) whether or

    • Turning the page for Zoho SalesIQ: 2025 to 2026

      As we wrap up 2025, we would like to take a moment to reflect on what we set out to achieve this year, what we’ve delivered, and where we’re headed next. What we focused on in 2025 This year was all about strengthening the core of engagement and AI, making

    • Stage-probability mapping feature in custom module

      Hi, I'm building a custom module for manage projects. I would like to implement the stage-probability feature that Potentials has. Is this possible?

    • Temporary Outage in Zoho Cliq Affecting US Users – July 23, 2025

      We experienced a service disruption in Zoho Cliq that impacted core functionality for users in the US region. The issue occurred between Jul 23, 2025, 06:54:00 PM IST and 07:13:13 PM IST, lasting approximately 19 minutes. To restore service stability,

    • Why Sharing Rules do Not support relative date comparison???

      I am creating a Sharing Rule and simply want to share where "Last Day of Coverage" (Date field) is Greater than TODAY (Starting Tomorrow). However, sharing rules don't have the option to compare a date field to a relative date (like today), only to Static

    • Zoho Cliq not working on airplanes

      Hi, My team and I have been having this constant issue of cliq not working when connected to an airplane's wifi. Is there a reason for this? We have tried on different Airlines and it doesn't work on any of them. We need assistance here since we are constantly

    • Problem with Workdrive folders

      I'm having a problem a problem accessing files in a Zoho work drive folder when using the Zoho writer app. The problem folder appears grayed out in the Zoho work drive window in both the online and writer application. However I can open the folder in

    • Multi-currency and Products

      One of the main reasons I have gone down the Zoho route is because I need multi-currency support.  However, I find that products can only be priced in the home currency, We sell to the US and UK.  However, we maintain different price lists for each. 

    • Create an Eye-Catching Announcement Widget for Your Help Center

      Hello Everyone! In this week’s edition, let’s explore how to keep your customers updated with exciting news in the Help Center. See how ZylkerMobile wowed their customers by bringing updates right to their portal. ZylkerMobile, the renowned brand for

    • Send Whatsapp with API including custom placeholders

      Is is possible to initiate a session on whatsapp IM channel with a template that includes params (placeholders) that are passed on the API call? This is very usefull to send a Utility message for a transactional notification including an order number

    • Next Page