Summary

Want to handle WhatsApp conversations without switching tabs? This guide walks you through setting up and using Wati’s Embedded Team Inbox in Zoho CRM. Once set up, you can chat with customers, send templates, and share media directly from your CRM.

Instructions

What you’ll need

Before you begin, make sure you have:

Zoho CRM Professional plan (or higher)
WhatsApp Business for Zoho CRM extension installed
Valid API credentials from Wati

Setup instructions

Follow these steps to set up Wati's Team Inbox in Zoho:

1. Configure API settings

After installing the extension:

Go to Zoho CRM → Settings → WhatsApp Business for Zoho CRM
Enter the following details:
- API Endpoint URL (from your Wati account)
- Bearer Token (from Wati API settings)
Click Save

2. Access the embedded inbox

Open any Lead or Contact record
Make sure the record has a valid phone number
Click the WhatsApp Chat button (this appears only if a number is available)

Prefer a visual walkthrough? Watch our video guide:

How to use the embedded inbox

Once the chat window opens, 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 inbox is designed for quick conversations inside Zoho CRM. Some advanced Wati features are not available:

You cannot change chat status
You cannot assign chats to team members
You cannot block or delete chats
You cannot download full chat history
You cannot mark chats as favorites

If you need these features, use the full Wati Team Inbox outside Zoho CRM.

Frequently Asked Questions (FAQs)

Setup and requirements

1. What is Wati’s Embedded Team Inbox in Zoho CRM?

Wati’s Embedded Team Inbox in Zoho CRM allows you to manage WhatsApp conversations directly within Zoho CRM, so you can chat with customers, send templates, and share media without leaving the CRM.

2. What are the prerequisites to use Wati’s Embedded Team Inbox in Zoho CRM?

To use Wati’s Embedded Team Inbox in Zoho CRM, you need a Zoho CRM Professional plan (or higher), the WhatsApp Business for Zoho CRM extension installed, and valid API credentials from Wati.

3. How do I configure API settings for Wati in Zoho CRM?

To configure API settings, go to Zoho CRM → Settings → WhatsApp Business for Zoho CRM, enter the API Endpoint URL from your Wati account and the Bearer Token from Wati API settings, and then click Save.

Accessing the embedded inbox

4. How can I access the embedded WhatsApp inbox in Zoho CRM?

To access the embedded WhatsApp inbox, open any Lead or Contact record in Zoho CRM, ensure the record has a valid phone number, and click the WhatsApp Chat button that appears when a number is available.

5. Why is the WhatsApp Chat button not visible in a record?

The WhatsApp Chat button is only visible if the Lead or Contact record contains a valid phone number.

Using the embedded inbox

6. What actions can I perform using the embedded inbox?

Using the embedded inbox, you can send messages (including text, emojis, and quick replies), use pre-approved WhatsApp templates, attach media such as images and documents, and run flows for automated conversation paths.

Limitations

7. What features are not supported in the embedded inbox?

The embedded inbox does not support changing chat status, assigning chats to team members, blocking or deleting chats, downloading full chat history, or marking chats as favorites.