InteGreat 06: Integrate your Zoho Creator app with Whatsapp using Twilio

InteGreat 06: Integrate your Zoho Creator app with Whatsapp using Twilio

Hi folks,

We're back with a new post in our InteGreat series, and this time we're going to walk you through how to integrate your Zoho Creator application with Whatsapp using Twilio.

Before we dive into this integration, let's quickly cover some basics.


What is Whatsapp? How do businesses leverage it?

WhatsApp Messenger, or simply WhatsApp, is a cross-platform messaging app that lets you make video and voice calls, send text messages, and more.

With the introduction of Whatsapp Business, more businesses are using it as a means to communicate and engage with their customers and leads. They also use it for sending information, such as appointment details, shipping details, and confirming booking requests.


What is Twilio?
Twilio is a communications platform that allows software engineers to build voice and SMS capabilities into applications. Many of our customers integrate their Zoho Creator apps with Twilio to send SMS notifications, such as appointment reminders, transaction details, status updates on orders, and device approvals.

In this post, we'll talk about how to integrate your Creator app with Whatsapp, to communicate relevant information to your customers. That is, whenever a user or a customer submits data in a form, we can trigger a notification to the user, sharing relevant information. We can automate this entire process using Twilio on Creator's form workflow option that's enabled using an API. 


Why use Twilio to integrate a Creator app with Whatsapp?

Whatsapp doesn't provide a direct, end-user API, however, they allow you to host a small service, which in turn talks to Whatsapp servers. But hosting your own server can be challenging in terms of reliability, security, and knowledge, so we're using the cloud-based service option.

Twilio is one of the established messaging service providers that we support integration for. So you can opt to use the Twilio API to act as host to communicate with Whatsapp.

​

Before we do that, though, we need to set a few things to configure the integration.

​

Step 1: Set up a Whatsapp Business account, set up your Facebook Business Manager account, and set up a Twilio account using the same Whatsapp Business account mobile number.

Step 2: After you create the Twilio account, request access to enable the Twilio number for Whatsapp messages, and verify your Facebook Business Manager account.

Step 3: Create an appointment/registration form in your Creator application to collect the mobile numbers and the consent for Whatsapp notifications. 

Now, let's go in-depth into each of these steps:


Step 1: Setting up the accounts

Whatsapp Business account: First, choose the mobile number from which the notification is to be triggered, and use that mobile number to set up Whatsapp Business account.

Facebook Business Manager account: Then, please do set up your Facebook profile to create a Business Manager account, if you already haven't set up one. You can use your Facebook username and password to sign in to Business Manager.

To create a Business Manager account:

  1. Go to business.facebook.com/overview.
  2. Click Create account.
  3. Enter a name for your business, your name, and work email address and click Next.
  4. Enter your business details and click Submit.

Twilio account: Next, do sign up for a Twilio account with the same mobile number with which you've set up the Whatsapp Business account.

Once these initial setups are configured, you can proceed to request access and verification.

Step 2: Request access and verification

Now, WhatsApp uses your Facebook Business Manager account to identify your business and associate your phone number with it.

Twilio provides a sandbox environment, where users can test the API code with a sandbox from the number provided by Twilio, which can used used to test the API. To use your own number for notifications, you need to submit a request to Whatsapp with your business requirement. They need to approve it to trigger Whatsapp messages via the API. Whatsapp doesn't provide a direct, end-user API URL, so we're integrating it on top of the Twilio API and using that in the Creator application.

Please note that WhatsApp has final discretion to approve companies to use the API. You can follow the steps given below to request access and complete the verification process:

1) Twilio: Request access to enable your Twilio numbers for WhatsApp.
2) Twilio: Submit a sender profile and message templates.
3) Facebook: Approve Twilio to send messages on your behalf.
4) Facebook: Verify your Facebook Business Manager account.
5) Twilio: Twilio completes your WhatsApp sender registration.


Step 3: Configuring the code

Once you've completed the verification process and set the Whatsapp account, you can make use of the Twilio API on a Zoho Creator workflow to trigger a Whatsapp message.

For that, let's create a simple appointment or registration form in your Creator app.

Along with the other fields, you need to add the following fields:

  • Phone number type field to collect the mobile number of the customer/user
  • Decision box type field to get consent for Whatsapp notification



Once you've created the form, on On create on success, you need to add the code to trigger the Whatsapp notification based on the value in the Decision box field to send notifications.

Please find the below sample code added with the post URL call to trigger the notification via the Twilio API.

  1. if(input.I_agree_to_receive_whatsapp_notification == true)
  2. {
  3. mp = Map();
  4. mp.put("To","whatsapp:" + input.Mobile_Number);
  5. mp.put("From","whatsapp:+91**********");
  6. mp.put("Body","Your appointment is coming up on" + input.Appointment_Date_Time.todate());
  7. header = Map();
  8. username = zoho.encryption.base64Encode("<TWILIO_ACCOUNT_SID>:<TWILIO_AUTH_TOKEN>");
  9. header.put("Authorization","Basic " + username);
  10. resp = postUrl("https://api.twilio.com/2010-04-01/Accounts/<TWILIO_ACCOUNT_SID>/Messages.json",mp,header);
  11. info resp;
  12. }

Script explanation:

  1. Here, "I_agree_to_receive_whatsapp_notification" is the Decision box field, and we are using the if condition to trigger notifications only to the user who checked this field while submitting data in the form.

  2. Mobile_Number is the phone number field where the user enters their mobile number while submitting the form.

  3. The From in the code part is a static phone number from which the notification will be sent to all users for which the above setup and verifications were done. The business name and the logo as submitted in step 2 for "Submit a sender profile and message template" will reflect on the from part of the Whatsapp message to the customers.

  4. The Body part is the content of the Whatsapp message, where you can have both the static and form field content passed against it. 

  5. The "To" number (dynamic content) and the "body" of the Whatsapp message are the content filled in on the Creator form, and need to be passed to a data map.

  6. Authenticate the API on the Creator end with basic authentication, as below.
    username = zoho.encryption.base64Encode("<TWILIO_ACCOUNT_SID>:<TWILIO_AUTH_TOKEN>");
    header.put("Authorization","Basic " + username);
     

    The account SID (string identifier) and Authtoken will be available in the settings option under Twilio account, as in the screenshot given above.

    Note: A string identifier (SID) is a unique key that's used to identify specific resources. Here, the account SID is used to identify the Twilio account from which the API is triggered.

  7. Construct the Twilio Whatsapp API call in the below format:

    postUrl("https://api.twilio.com/2010-04-01/Accounts/<TWILIO_ACCOUNT_SID>/Messages.json",mp,header);

    Here, both the header map (header) and the data map (mp) are passed as arguments for the POST URL call to authenticate and trigger the Whatsapp message via API. 



    8. Please don't forget that WhatsApp requires that your application implement explicit user opt-ins to deliver messages over WhatsApp on the mobile number provided, while submitting the data on the Creator form and triggering the notification only for consenting users. Whatsapp also recommends that business owners track and save these details for future reference.

    Please note that sending messages to end users without an opt-in may result in users blocking your business, as well as the suspension of your WhatsApp Business account.
We hope this tip was useful to you! If there are any questions, feel free to ask in the comments below, and we'll be happy to address them for you!

    • Recent Topics

    • Unable to Access Application:

      Whenever I try to access my application from the desktop, say I am editing it and want to test something in the desktop environment I get: An error has occurred. An internal error has occurred. Please check the URL , or try refreshing the page I can edit

    • Cannot see Application from Lookup field

      Hi all, I am trying to access data for an application on our account via a lookup field; however, the application doesn't appear in the dropdown at all. Can anyone shed any light on this, please? I have asked Zoho support; however, they're just as confused,

    • Cannot see correct DNS config for mail after moving domain to another provider

      I have moved my domain from one provider to another and after that zoho mail stopped working (expected). Problem is, zoho mail admin panel still shows (10 hours after move) that all records are correct while I haven't changed anything in my domain DNS

    • Zoho CRM Meetings Module Issues

      We have a use-case that is very common in today's world, but won't work in Zoho CRM. We have an SDR (Sales Development Rep) who makes many calls per day to Leads and Contacts, and schedules meetings for our primary Sales Reps. He does this by logging

    • Zoho Books integration sync from Zoho CRM does not work

      Hi Zoho Community & Zoho Support We just tried to get a sync some products into Zoho Books from CRM using the native sync and we're getting an error: "It looks like some mandatory fields you're trying to map are empty. Please provide valid field names

    • P & L Sub-categorized accounts

      How can I show sub-categorized Income and Expense accounts on the P & L report?

    • Report showing Bill Details with Project and Sales Invoice Number

      Hi There, I am hoping that someone can help, I am looking for report that can show the bill and expense details along with project its as assigned to and the invoice number that the sales has been raised in. The goal is I can filter a customer/project

    • Advanced Payment for Inventory Items with serial numbers

      Hello, We sell equipment that we track the unique serial numbers on using Sales Orders. We can charge the customers an advanced payment, then the balance on delivery. We cannot figure out a way to do this in Books/Inventory: - Cannot part invoice a SO

    • Is it possible to restrict ZCRM user to see only custom views created by administrator

      I have segmented data in my CRM and I want to allow different users to be able to see only parts of it based on some criteria. I've tried to create and share a custom view, but then there is always an option for user to see all open lead for example.

    • Issues Logging into ZOHO

      Hello, one of my coworkers is having issues logging into ZOHO, she has requested a code when entering and the email is correct but she has not received the code. can you help us with this?

    • Google Fonts Integration in Pagesense Popup Editor

      Hello Zoho Pagesense Team, We hope you're doing well. We’d like to submit a feature request to enhance Zoho Pagesense’s popup editor with Google Fonts support. Current Limitation: Currently, Pagesense offers a limited set of default fonts. Google Fonts

    • Add Popup Rejection Metrics to Reports

      Hello Zoho PageSense Team, We would like to request improved reporting for popup interactions. Current Limitation: PageSense currently provides conversion data, but there is no clear visibility into: Popup rejections Popup closes (✕ button clicks) Dismissals

    • Ability to Reset / Reinitialize Popup Cookies

      Hello Zoho PageSense Team, We would like to request the ability to manually reset popup cookies. Current Limitation: At the moment, it is not possible to initiate a new popup cookie from the our side. Visitors who rejected or closed a popup will not see

    • Control Popup Cookie Expiration Duration

      Hello Zoho PageSense Team, We would like to request an enhancement related to popup cookie management. Current Limitation: Currently, PageSense popup cookies remain active for 365 days, and this duration cannot be modified by us. If a visitor closes or

    • Clone / Export Popup Design Across PageSense Projects

      Hello Zoho PageSense Team, We hope you’re doing well. We would like to request an enhancement that allows popup designs to be reused across different PageSense projects. Problem Statement: Currently, Zoho PageSense allows popups to be duplicated only

    • Are there settings for hyperlinks?

      Clicking a hyperlinked cell in Sheet creates this little pop-up with the actual hyperlink inside. Is it possible to have a 1-click link where if you click the cell it opens the link directly with no pop-up?

    • Automatically include all ticket attachments in the ticket resolution email

      Hello Zoho Community, We are implementing Zoho Desk in a real customer-facing production environment and have run into a limitation that is becoming a blocking requirement for our clients. The problem When a ticket is closed or resolved, Zoho Desk sends

    • Finding text within a ticket: Expand All or Search this Ticket

      The auto-collapse feature within a ticket is nice for screen scrolling, however it makes it difficult to find text within the ticket if the email is collapsed. In fact you cannot find text if it is collapsed. I would like to propose a feature that allows

    • Books & Desk. Client mapping

      Hi, I’ve been using Zoho Books for several years and am now looking to improve my customer service. I'm experimenting with Zoho Desk and want to sync and map my client data from Zoho Books. However, it seems that mapping requires both contacts to have

    • String handling

      If I cut a currency string from a quote and try and paste it into the Deal "Amount", it will fail unless I manually delete any commas. Dollar signs are no problem, but comma's seem to fail. Please correct this Input Validation error.

    • What's new in Zoho Sheet: Simplify data entry and collaboration

      Hello, Zoho Sheet community! Last year, our team was focused on research and development so we could deliver updates that enhance your spreadsheet experience. This year, we’re excited to deliver those enhancements—but we'll be rolling them out incrementally

    • Feature Request - Allow Customers To Pick Meeting Duration

      Hi Bookings Team, It would be great if there was an option to allow customers to pick a duration based on a max and minimum amount of time defined by me and in increments defined by me. For example, I have some slots which are available for customers

    • Support for Custom Fonts in Zoho Recruit Career Site and Candidate Portal

      Dear Zoho Recruit Team, I hope you're doing well. We would like to request the ability to use custom fonts in the Zoho Recruit Career Site and Candidate Portal. Currently only the default fonts (Roboto, Lato, and Montserrat) are available. While these

    • YouTube Live streaming? how to? Zoom has this feature, built-in. Can't find it on zoho meetings.

      YouTube Live streaming? how to? Zoom has this feature, built-in. Can't find it on zoho meetings.

    • Feature Request - A Way To Search Item Groups

      Hi Inventory Team, I can't find any way to filter or search by fields of Item Groups. It would be great to see that functionality added. I have a use case where a single product might come from 5 or more suppliers and each supplier's item is an Item in

    • Feature Reqeust - Include MPN In Selectable FIelds

      I have noticed that the MPN is not available to show in the list view of Items. Please consider adding it as EAN, UPC and ISBN are all available, so it doesn't make much sense to exclude this similar option. Thanks for considering my feedback.

    • Feature Request - Option To Hide Default System Fields on Items

      Hi Zoho Inventory Team, As far as I know it is not possible to hid some of the defult system fields on Items, such as UPC, MPN, EAN, ISBN. A good use case is that in many cases ISBN is not relevant and it would be an improved user experience if we could

    • Making an email campaign into a Template

      I used a Zoho Campaign Template to create an email. Now I want to use this email and make it a new template, but this seems to be not possible. Am I missing something?

    • Campaigns does not work!

      I am running into so many problems trying to use Zoho Campaigns, that I am seriously considering dropping the app from my (shrinking) list of Zoho applications I actually use. Apart from having to fight the software trying to create a design and email,

    • Feature Request - Make Available "Alias Name" Field In Item List View

      Hi Zoho Inventory Team, I have noticed that the "Alias Name" field does not appear on the list of selectable columns in the Customise Columns feature in the Items module. This would be very useful to see for businesses who are using the Alias Name field

    • Marketing Automation

      L.S. Marketing Automation is and has always been part of the Zoho One bundle - according to the information provided on the Zoho Website. Why when I open Marketing Automation do I get the following message?: "Your trial has expired. We hope you enjoyed

    • Cliq iOS can't see shared screen

      Hello, I had this morning a video call with a colleague. She is using Cliq Desktop MacOS and wanted to share her screen with me. I'm on iPad. I noticed, while she shared her screen, I could only see her video, but not the shared screen... Does Cliq iOS is able to display shared screen, or is it somewhere else to be found ? Regards

    • Bigin, more powerful than ever on iOS 26, iPadOS 26, macOS Tahoe, and watchOS 26.

      Hot on the heels of Apple’s latest OS updates, we’ve rolled out several enhancements and features designed to help you get the most from your Apple devices. Enjoy a refined user experience with smoother navigation and a more content-focused Liquid Glass

    • project name field issue- n8n

      Hey guys, I have a question. I want to create a new product using the workflow. The problem is with the product name field; I don't know how to fill it in. The workflow starts with retrieving information from the leads table, retrieving links to scrape

    • How to filter Packages in zoho inventory api

      Hi Team, I want to perform some tasks in a schedular on the packages which are in "Shipped" state. I tried to use filter_by in my api call but in return I get response as {"code":-1,"message":"Given filter is not configured"} My Api request is as follows

    • CRM

      Is anyone else experiencing this issue? Our company is not moving out of using Gmail's web app. It just has more features and is a better email program than Zoho Mail. Gmail has an extension (Zoho CRM for Gmail) that we're using but we've found some serious

    • ZOHO add-in issue

      I cannot connect ZOHO from my Outlook. I am getting this error.

    • Syncing with Google calendar, Tasks and Events

      Is it possible to sync Zoho CRM calendar, task and events with Google Calendar's tasks and events. With the increasing adoption by many major tool suppliers to sync seamlessly with Google's offerings (for instance I use the excellent Any.do task planning

    • How can i view "Child" Accounts?

      It can be very useful in our field of business to know the parent-child account relationship. However, there seems to be a shortcoming in the parent account view: no child account list. How can we view the child accounts per each account?

    • Ability to assign Invoice Ownership through Deluge in FSM

      Hi, As part of our process, when a service appointment is completed, we automated the creation of the invoice based on a specific business logic using Deluge. When we do that, the "Owner" of the invoice in Zoho FSM is defaulted to the SuperAdmin. This

    • Next Page