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How to Use Wati's Team Inbox in Zoho CRM

Updated this week

Summary

Want to manage WhatsApp conversations directly within Zoho CRM? This guide shows you how to set up and use Wati's Embedded Team Inbox feature, available with Zoho Professional plans or higher. You'll be able to chat, send templates, and more - all without leaving your CRM.

Instructions

What You'll Need

  • Zoho Professional Plan (or higher)

  • WhatsApp Business for Zoho CRM extension installed

  • Valid API credentials from Wati

Setup Instructions

For a visual walkthrough, please check our video guide.

1. Configure API Settings

  • After installing the extension, go to: Zoho CRM → Settings → WhatsApp Business for Zoho CRM

  • Enter:

  • API Endpoint URL (from your Wati account)

  • Bearer Token (from Wati's API settings)

  • Click Save

2. Access the Embedded Inbox

  • Open any Lead or Contact record

  • Ensure the record has a valid phone number

  • Click the WhatsApp Chat button (appears when the number exists)

Using the Embedded Inbox

Once opened, you can:

Send messages (text, emojis, quick replies)

Use templates (pre-approved WhatsApp templates)

Attach media (images, documents)

Run flows (automated conversation paths)

Limitations to Note

The embedded version doesn't support:

✖️ Changing chat status

✖️ Assigning chats to team members

✖️ Blocking/deleting chats

✖️ Downloading full chat history

✖️ Adding chats to favorites

Frequently Asked Questions (FAQs)

General Questions

1. What is the purpose of this guide?

→ This guide explains how to set up and use Wati's Embedded Team Inbox within Zoho CRM to manage WhatsApp conversations directly from your CRM.

2. What do I need before setting up the Embedded Team Inbox?

→ You will need:

  • A Zoho Professional Plan (or higher)

  • The WhatsApp Business for Zoho CRM extension installed

  • Valid API credentials (API Endpoint URL and Bearer Token) from your Wati account

Setup and Configuration

3. How do I configure API settings for the Embedded Team Inbox?

→ After installing the extension, go to Zoho CRM → Settings → WhatsApp Business for Zoho CRM. Enter your API Endpoint URL and Bearer Token from your Wati account, then click Save.

4. Where can I find my API Endpoint URL and Bearer Token in Wati?

→ You can find these details in your Wati account:

  • API Endpoint URL: Available in the API Docs section

  • Bearer Token: Available in API Settings

Refer to the guide "How to find your API Endpoint and Bearer Token in Wati" for step-by-step instructions.

Using the Embedded Inbox

5. How do I access the Embedded Inbox in Zoho CRM?

→ Open any Lead or Contact record that has a valid phone number.Click the WhatsApp Chat button that appears next to the number.

6. What features are available in the Embedded Inbox?

→ You can:

  • Send messages (text, emojis, quick replies)

  • Use pre-approved WhatsApp templates

  • Attach media files (images, documents)

  • Run automated conversation flows

Limitations and Restrictions

7. What features are not supported in the Embedded Inbox?

→ The following features are not available in the embedded version of the inbox:

  • Changing chat status

  • Assigning chats to team members

  • Blocking or deleting chats

  • Downloading the full chat history

  • Adding chats to favorites

Troubleshooting

8. Why can't I see the WhatsApp Chat button in a record?

→ Ensure that the Lead or Contact record has a valid phone number saved. The WhatsApp Chat button only appears when a number exists in the record.

9. What should I do if messages are not sent from the Embedded Inbox?

→ Check that your API Endpoint URL and Bearer Token are correctly configured in Zoho CRM Settings. Refer to the guide on locating these details in your Wati account.

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