Improved WhatsApp Templates

Improved WhatsApp Templates

Greetings,

I hope all of you are doing well. We're excited to announce a major upgrade to Bigin's WhatsApp integration that brings more flexibility, interactivity, and automation to your customer messaging.

WhatsApp message automation

You can now use WhatsApp messages in workflow rules, so whenever a workflow is triggered, say, when a new ticket is created, a WhatsApp message will be sent automatically, saving you time and making sure customers get quick updates without any manual effort.

       

You can now add WhatsApp messages to stage automations. This means that whenever a record moves into a specific stage, a personalized WhatsApp message can be sent automatically to the contact.


Notes
​Notes:
  1. WhatsApp Automation is available for all paid editions. 
To learn more about Bigin's WhatsApp integration, please refer to this help document.

Interactive WhatsApp templates

Templates allow you to predefine the content of messages you frequently send to customers. Instead of typing the same message each time, you can create a template and reuse it whenever needed. This saves time and ensures consistency in your communication.

So far, Bigin lets you create only plain-text templates. With this update, your templates can include headers with images, videos, or documents, and interactive buttons, making your messages more structured and engaging.


  1. Header: Acts as the title of your message. You can include text, images, videos, or documents to give your message a branded and impactful introduction.



  • Buttons: Interactive buttons enable your customers to take action right from your messages. You can add two types of buttons: 
    • Call to action: These take the user to a website or let them call a number. For example, a travel agency might create a WhatsApp template to inform customers about their latest travel offers and promote their services. The message could include offer details along with a Visit Website button that directs customers to their booking page. Additionally, they can add a Call Now button with their contact number to enable customers to call directly and inquire about travel packages and other related information over the phone.


    • Quick Reply buttons: These buttons let users reply instantly using preset responses. For example, you could create a WhatsApp template to collect feedback on your support services. Your support agent can send a message like “Was your issue resolved?” and include up to three quick-reply buttons such as “Yes,” “No,” and “Need Help.” With these buttons, customers can respond instantly with a single tap, making it easier for you to track resolution statuses and offer further assistance if needed.



The image below shows how your WhatsApp template will look on the customer's mobile device.



Note: You can choose the button type based on the kind of interaction you want to enable, but a single template cannot include both types.


Templates for the Pipelines module

Previously, users could only use templates in the Contacts module. With this update, you can now create and use templates for the Pipelines module as well, so you can send WhatsApp messages directly from deals and other pipeline records, making your communication more contextual and relevant.

To create a new template, go to Setup > Messages > Templates and click the + Template button. You'll then be able to select the module in which you want to use the template.



That's all for these enhancements. We sincerely hope you find these improvements useful. Please give them a try and leave your feedback in the comments section below. Watch this space for future announcements. 

Thanks and have a good day! 

    • Recent Topics

    • Password Assessment Reports for all users

      I'm the super admin and looking at the reporting available for Zoho Vault. I can see that there is a Password Assessment report available showing the passwords/weak and security score by user. However I'm confused at the 'report generated on' value. Monitor

    • Speak Your Customers' Language: SalesIQ's chatbots now support 30 languages 🤖

      We're unveiling some major upgrades to our chatbot that are set to revolutionize your experience! Now SalesIQ support 30 languages for both Zobot and Answer bot. By speaking your customers' language, you can enhance engagement, improve customer satisfaction,

    • record submitted from creator and invoice is creating in books , but the workflow of books is not tiggering on create of record in books

      record submitted from creator and invoice is creating in books , but the workflow of books is not tiggering on create of record in books headermap = Map(); headermap.put("X-ZOHO-Execute-CustomFunction","true"); response_inv = invokeurl [ url :"https://www.zohoapis.com/books/v3/invoices/fromsalesorder?salesorder_id="

    • Repeat Column merge in ZOHO writer columns doesn't allow to set max columns per row

      I'm using ZOHO writer to merge data from a ZOHO CRM subform and I want it to make a table. We're using Insert Table for Column Repeat, because this is what we need. (Name of column (Teamname) and underneath that a list of names of teammembers). It works

    • ZMA shows as already connected to Zoho CRM, but integration not working

      When I try to connect ZMA with Zoho CRM, it shows as already connected, but the integration doesn’t seem to be working. I’ve attached the screen recording for reference.

    • Persisting email signals to contact timeline?

      Hello there. Regarding the email signals that are logged when a contact opens an email, am I correct that these signals are not logged to a contact's timeline? Ideally, I would like to have this context available for future follow-ups, if the contact

    • Trouble with using Apostrophe in Name of Customers and Vendors

      We have had an ongoing issue with how the system recognizes an apostrophe in the name of customers and vendors. The search will not return any results for a name that includes the mark; ie one of our vendors names is "L'Heritage" and when entering the

    • How to apply customized Zoho Crm Home Page to all users?

      I have tried to study manuals and play with Zoho CRM but haven't found a way how to apply customized Zoho CRM Home Page as a (default) home page for other CRM users.. How that can be done, if possible? - kipi Moderation Update: Currently, each user has

    • How do I migrate OLM file to Gmail?

      Migrating emails from Outlook for Mac to Gmail can be challenging because Gmail does not support OLM files directly. This limitation often causes confusion and delays, especially when users need quick access to important emails and mailbox data on a web-based

    • Really want the field "Company" in the activities module!

      Hi team! Something we are really missing is able to see the field Company when working in the activities module. We have a lot of tasks and need to see what company it's related to. It's really annoying to not be able to see it.🙈 Thx!

    • What is Workqueue and how to hide it?

      Hi， My CRM suddenly have this "Workqueue", may I ask how to set the permission of this tab?

    • Analytics <-> Invoice Connection DELETED by Zoho

      Hi All, I am reaching out today because of a big issue we have at the moment with Zoho Analytics and Zoho Invoice. Our organization relies on Zoho Analytics for most of our reporting (operationnal teams). A few days ago we observed a sync issue with the

    • Long table name (sync from Zoho Creator)

      Dears, How can I remove the suffix in parentheses? These tables are synced from Zoho Creator and are treated as system tables, so their names cannot be changed. This issue makes the aggregation formulas look awful.

    • Inquiry regarding auto-save behavior for Zoho Sign Embedded Sending

      Dear Zoho Support Team, I am currently integrating Zoho Sign's Embedded Sending functionality using iframes on my website. I would like to know if there is a way to ensure that the document state (including any added fields) is automatically saved as

    • Adding custom "lookup" fields in Zoho Customization

      How can I add a second “lookup” field in Zoho? I’m trying to create another lookup that pulls from my Contacts, but the option doesn’t appear in the module customization sidebar. In many cases, a single work order involves multiple contacts. Ideally,

    • Unable to Assign Multiple Categories to a Single Product in Zoho Commerce

      Hello Zoho Commerce Support Team, I am facing an issue while assigning categories to products in Zoho Commerce. I want to assign multiple categories to a single product, but in the Item edit page, the Category field allows selecting only one category

    • Upcoming update to Google Drive integration in Zoho Creator

      Hello everyone, We're writing to inform you about an upcoming update to how Zoho Creator integrates with Google Drive. In Zoho Creator, during actions like importing files to create an app or attaching files to fields, you can choose files directly from

    • API in E-Invoice/GST portal

      Hi, Do I have to change the api in gst/e-invoice portal as I use zoho e books for my e-invoicing. If yes, please confirm the process.

    • Managing Scheduled Replies

      Communication is most effective when the intended message reaches the right person at the right time. However, this can be challenging when communication occurs across different time zones. By scheduling replies, businesses can ensure that responses reach

    • Show price book list price

      When using price books, once you add products to the price book in the Products related list you can display the Unit price which is the default list price; however, there is no option to show the price book list price. To see the price book list price

    • Allow Attaching Quartz Recordings to Existing Zoho Support Tickets

      Hi Zoho Team, We would like to request an enhancement to how Zoho Quartz recordings integrate with Zoho Support tickets. Current Behavior: At the moment, each Quartz recording automatically creates a new support ticket. However, in many real-world scenarios:

    • Feature Request - Set Default Values for Meetings

      Hi Zoho CRM Team, It would be very useful if we could set default values for meeting parameters. For example, if you always wanted Reminder 1 Day before. Currently you need to remember to choose it for every meeting. Also being able to use merge tags

    • Issue with open-rate reporting in Zoho Campaigns

      Hello, Since yesterday I’ve been experiencing an issue with the open-rate reports in Zoho Campaigns. The campaigns I send appear in the reports as if none of the emails have been opened, even though I know they have. To verify this, I replicated the campaign

    • Can I hide empty Contact fields from view?

      Some contacts have a lot of empty fields, others are mostly filled. Is there a way I can hide/show empty fields without changing the actual Layout? I would like to de-clutter my view, and also be able to add information later as I am able. I would be

    • Manage user roles and profiles from the Bigin app (iOS and macOS)

      Hello everyone! We're happy to announce that you can manage user roles and profiles from the Bigin mobile app. The Users & Controls section has three subsections: Users, Profiles, and Roles. Users Employees who belong to your Bigin organization are called

    • Support Bots and Automations in External Channels

      Hello Zoho Cliq Team, How are you? We actively use Zoho Cliq for collaboration, including with our external developers. For this purpose, external channels are a key tool since they work seamlessly within the same interface as all of our other channels

    • Stop the Workarounds: We Need Native Multi-Step Forms

      After over 17 years of community requests, I'm hoping the Zoho team can finally address the lack of native multi-page form support in Zoho Creator. This has been one of the longest-standing feature requests in the community, with threads spanning nearly

    • Zoho Books Sandbox environment

      Hello. Is there a free sandbox environment for the developers using Zoho Books API? I am working on the Zoho Books add-on and currently not ready to buy a premium service - maybe later when my add-on will start to bring money. Right now I just need a

    • Form to PDF template

      I am looking to create a Form and when information is inputted, it will merge it into a PDF template we already have. There could be multiple lines in the form and each line inputs information into a new page of a PDF template.

    • Using gift vouchers

      We would like to be able to offer a limited number of gift vouchers, of varying values, to our customers, and are looking for the best way to do this. We have looked at Coupons and Gift Certificates, but neither seem to fit the bill perfectly. Coupons:

    • Customizable UI components in pages | Theme builder

      Anyone know when these roadmap items are scheduled for release? They were originally scheduled for Q4 2025. https://www.zoho.com/creator/product-roadmap.html

    • Please verify my account

      Hi, We have just launched our website and received media coverage in our country. Hundreds of users are signing up for our platform every day. We would like to send them a welcome email, but we are unable to do so because our ZeptoMail account has not

    • Subject character limit increase

      We have an occasional user case where subject lines exceed 500 characters which is the ZeptoMail imposed limit. While I understand long subject lines are not "best practice", these are particular notification emails with specific information for client

    • Conditional Field Visibility in Bigin CRM

      I would like to request support for conditional field visibility within Bigin CRM. This feature should allow administrators to configure show/hide rules for fields based on predefined criteria (e.g., field values, picklist selections, stage changes,

    • Account blocked

      Yesterday I got my Zeptomail account blocked due to too many hard bounces. My account is used exclusively for sending transactional emails (eg. your order has been shipped, a form has been filled, etc) and the sudden blocking impacted hundreds of websites

    • Nested notebooks

      Dear Sir/Madam, I would like to know if it is possible to nest notebooks. It would be very helpful when there are too many, as it would improve organization. Thank you for your response. Best regards.

    • Whats that

      Price?

    • Proactive Alert for Existing Open Tickets per Contact / Account

      Hello Zoho Desk Team, Greetings, and hope you’re doing well. We would like to submit a feature request aimed at improving agent awareness and efficiency when handling tickets in Zoho Desk. Use case When an agent opens a ticket (new or existing), it is

    • Shift-Centric View for Assigning and Managing Shifts in Zoho People

      Hello Zoho People Product Team, Greetings and hope you are doing well. This feature request is related to Zoho People - please don't move it to zoho one! We would like to submit a feature request regarding the shift assignment and management view in Zoho

    • Bring Zoho Shifts Capabilities into Zoho People Shift Module

      Hello Zoho People Product Team, After a deep review of the Zoho People Shift module and a direct comparison with Zoho Shifts, we would like to raise a feature request and serious concern regarding the current state of shift management in Zoho People.

    • Next Page