Summary
Want to send automated messages or run workflows in Zoho when someone messages your business on WhatsApp for the first time? This guide explains how to set up Zoho Flows with Wati so that new contacts from WhatsApp are added as Leads or Contacts in Zoho — and your workflows trigger automatically.
Instructions
Why is this Setup Needed?
By default, Wati's Zoho CRM plugin can automatically create Leads or Contacts when someone messages you on WhatsApp for the first time. However, Zoho Workflows (like sending a welcome message or follow-up reminder) won't run when leads are created this way.
To ensure your Zoho Workflows are triggered properly for new WhatsApp contacts, you'll need to create a Zoho Flow with a Webhook from Wati.
Steps to Trigger Zoho Workflows for New Leads
Follow these steps to set it up:
1. Disable Auto Lead Creation in Wati Plugin
In your Zoho CRM account, go to the Wati Plugin Settings page.
Turn off the option: Automatically create lead or contact if there is no data in Zoho CRM.
This ensures that leads will only be created via Zoho Flows — allowing workflows to trigger.
2. Create a Zoho Flow
In Zoho, go to Zoho Flow.
Click Create Flow.
Enter a title for your flow (for example, New WhatsApp Lead from Wati).
Select Webhook as the trigger and click Configure Webhook.
Copy the Webhook URL provided.
3. Set Up Webhook in Wati
In your Wati account, go to Webhooks.
Click Add Webhook.
Paste the Webhook URL from Zoho Flow.
Set:
Status: Enabled
Event: New Contact Message
Trigger a sample callback to test the connection.
Once the test runs, you should see the sample data (payload) in Zoho Flow. Click Done.
4. Add Lead Creation Step in Zoho Flow
In Zoho Flow, search for CRM in the left sidebar.
Expand Zoho CRM.
Find Create or Update Lead and drag it into your flow.
5. Map Data from Wati to Zoho Lead Fields
On the right panel in Zoho Flow:
Expand the sample payload from the Webhook.
Map the fields as follows:
Last Name → Sender Name
Phone/Mobile →
waid(WhatsApp ID)Lead Source → Custom Value:
WatiCompany Name → Add a random value (Zoho requires this)
6. Switch On the Flow
Once you've mapped all the fields:
Turn on the flow in Zoho Flow.
You're done!
What Happens Next?
Now, whenever a new user sends a message to your Wati WhatsApp number (and isn't already a contact), they'll automatically be added as a Lead in Zoho CRM via the flow you created.
This setup ensures your Zoho Workflows — like sending welcome messages or follow-ups — will run as expected.
Frequently Asked Questions (FAQs)
General Questions
1. Why do I need to use Zoho Flow instead of the Wati Plugin's auto lead creation?
→ The Wati Plugin can create Leads or Contacts automatically in Zoho CRM. However, Zoho Workflows (like automated messages or reminders) won't trigger for these leads. Using Zoho Flow ensures that new leads are created in a way that triggers your existing Zoho Workflows.
2. What happens if I don't disable the auto lead creation option in the Wati Plugin?
→ If you don't disable it, leads will be created directly through the Wati Plugin — bypassing Zoho Flow. As a result, your Zoho Workflows will not run for these new leads.
3. Where can I find the option to disable auto lead creation in Wati?
→ Go to your Zoho CRM account, navigate to the Wati Plugin Settings page, and turn off the option: Automatically create lead or contact if there is no data in Zoho CRM.
Zoho Flow Setup Questions
4. How do I create a Webhook in Zoho Flow?
→ In Zoho Flow, create a new flow and select Webhook as the trigger. Click Configure Webhook and copy the provided Webhook URL.
5. Where do I add the Webhook URL in Wati?
→ In your Wati account, go to Webhooks, click Add Webhook, and paste the Webhook URL you copied from Zoho Flow. Set the Status to Enabled and choose the Event as New Contact Message.
6. What is a sample callback, and why is it needed?
→ A sample callback sends test data from Wati to Zoho Flow. This helps Zoho Flow recognize the data structure so you can map fields correctly when creating a lead.
Lead Creation and Data Mapping
7. Which fields should I map from the Webhook payload to Zoho Lead fields?
→ Map the fields as follows:
Last Name → Sender Name
Phone/Mobile → waid (WhatsApp ID)
Lead Source → Custom Value: Wati
Company Name → Any random value (required by Zoho)
8. Can I customize the lead source value?
→ Yes, but in this setup, it's recommended to use Wati as the lead source for easy identification of leads generated from WhatsApp.