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Integrating Wati with Zoho CRM: A Step by Step Guide

Updated over a week ago

Summary

Want to connect WhatsApp messaging to your Zoho CRM? This guide walks you through installing Wati's native integration, setting up automated workflows, and syncing contacts between both platforms. Perfect for sales teams wanting to manage WhatsApp conversations directly in their CRM.

Note: Broadcasts are now Campaigns – same powerful features, updated name!

Instructions

What You'll Need

  • Zoho Professional Plan or higher (required for plugin installation)

  • Admin access to both Zoho CRM and Wati accounts

Key Features

With Wati's Zoho integration, you can:

  • 💬 Send template messages to leads/contacts/deals

  • 🤖 Automate WhatsApp notifications via workflows

  • 🔄 Sync conversations with 2-way chat integration

  • ➕ Auto-create CRM records when new contacts message you

  • 🔔 Get real-time notifications for new WhatsApp messages

ℹ️ For Zoho trial accounts: Check Zoho's feature availability for limitations.

Installation Guide

1. Install the Wati Plugin

  • Go to Zoho Marketplace → Search for "Wati"

  • Click Install on the "WhatsApp Business for Zoho CRM" app

  • Agree to terms → Select users → Complete installation

Note: You can also click on this WhatsApp Business Extension for Zoho CRM link and install the plugin.

2. Connect Your Wati Account

  • After installation, choose:

    • Existing Wati user: Enter your API credentials

    • New to Wati: Complete quick registration

  • Get your API details from: Wati Dashboard → Settings → API Documentation

  • In Zoho CRM settings, enter:

    • API Endpoint URL

    • Bearer Token

    • Click Save

Advanced Setup

In this section, let’s explore some advanced options available in Wati for Zoho CRM integration.

1. Automatically Create a Lead or Contact in Zoho CRM

This feature allows Wati to automatically create a Lead or Contact in Zoho CRM if the user’s details don’t already exist there.

Note: To use this feature, you must first connect your Zoho CRM account in Wati (steps explained later).

When Will a Contact or Lead Be Created?

A new Contact or Lead will be added to Zoho CRM automatically when:

  • You manually add a new contact from the Contacts page in Wati.

  • You import contacts using the "Import Contacts" option in Wati.

  • You upload a contact file while sending a Campaign in Wati.

How to Enable This Feature

  1. In Wati, go to Settings.

  2. Turn on:Automatically create lead or contact if there is no data in Zoho CRM

  3. Select:Convert first-time visitors to Lead/Contact

  4. Enter a Lead Source name — or leave it as "Wati" (default).

Important Notes About Lead Source

  • The Lead Source field applies only to Leads in Zoho CRM. (Contacts in Zoho CRM don’t have a Lead Source field.)

  • For first-time visitors added automatically, the Lead Source will always be set to "Wati" — even if you entered a different value.

What Happens After You Click Save?

  • If your Zoho CRM has no existing Leads or Contacts, Wati will start importing your contacts automatically.

  • The import process may take some time, especially if you have a large number of contacts in Wati.

  • If there are already Leads or Contacts in Zoho CRM, the import will not start. To trigger the import, you must first delete all existing Leads and Contacts from Zoho CRM.

After Import is Completed

  • Contacts from Wati will be added to Zoho CRM as Leads or Contacts — based on your settings.

  • For Leads, the Lead Source will be shown as "Wati" (or the value you entered, except for first-time visitors where it will always be "Wati").

2. Convert First-Time Visitors to Lead or Contact

To convert first-time visitors into a Lead or Contact in Zoho CRM, you need to connect your Zoho CRM account with Wati.

Steps to Connect Zoho CRM with Wati:

  • In Wati, go to the Integration page.

  • Click on Zoho.

  • Click the Connect With Zoho CRM button.

  • A warning message will appear.

Important: Zoho CRM allows only one active Wati integration. If you connect a new Wati account, the previous integration will be removed, and some data may be lost.

  • Log in using your Zoho CRM account.

  • Review the permissions and click Accept to allow Wati to access your Zoho CRM data.

  • Once connected, you will be redirected back to Wati. Your Zoho CRM organization will now be linked.

How to Remove the Integration

If you want to disconnect Zoho CRM from Wati, simply click the Remove button on the same integration page.

Testing the Integration

Once you have connected Zoho CRM with Wati, you can test if the integration is working correctly.

New contacts added in Wati will automatically be sent to Zoho CRM when:

  • You manually add a contact from the Contacts page in Wati

  • You import contacts using a file from the Contacts page

  • You upload a contact file when sending a Campaign

How to Test by Adding a First-Time Visitor as a Contact

  • In Wati, go to the Contacts page.

  • Click the Add Contact button.

  • Enter the contact’s Name and Phone Number.

  • Click Save.

Verify in Zoho CRM

  • Go to the Contacts section in your Zoho CRM account.

  • Check if the contact you just added in Wati appears there.

This confirms that your integration is working properly.

Frequently Asked Questions (FAQs)

General questions

1. What does the Wati and Zoho CRM integration allow me to do?

It lets you manage WhatsApp conversations directly in Zoho CRM, automate notifications, send template messages, and sync contacts between Wati and Zoho CRM.

2. Who is this integration best suited for?

This integration is ideal for sales teams that want to handle WhatsApp conversations, leads, and contacts without leaving Zoho CRM.

Requirements and setup

3. What Zoho CRM plan is required to use this integration?

You need a Zoho Professional plan or higher to install and use the Wati plugin.

4. What permissions are required to set up the integration?

You must have admin access to both your Zoho CRM account and your Wati account.

5. Where can I install the Wati plugin for Zoho CRM?

You can install it from the Zoho Marketplace by searching for “Wati” or by using the WhatsApp Business for Zoho CRM extension link.

6. Where do I find my Wati API credentials?

You can find the API endpoint URL and bearer token in your Wati dashboard under Settings → API Documentation.

Features and automation

7. What WhatsApp actions can I perform using this integration?

You can send template messages, automate WhatsApp notifications through workflows, sync chats with two-way messaging, and receive real-time message alerts.

8. Can Wati automatically create leads or contacts in Zoho CRM?

Yes, Wati can automatically create a lead or contact in Zoho CRM if the contact does not already exist, based on your settings.

9. When are leads or contacts automatically created in Zoho CRM?

They are created when you manually add contacts in Wati, import contacts, or upload a contact file while sending a Campaign.

Advanced configuration and testing

10. What happens to the Lead Source field when contacts are created automatically?

The Lead Source applies only to leads. For first-time visitors created automatically, the Lead Source is always set to “Wati.”

11. Can I connect more than one Wati account to the same Zoho CRM?

No. Zoho CRM allows only one active Wati integration. Connecting a new Wati account will remove the existing integration.

12. How can I test if the integration is working correctly?

Add a new contact in Wati and check if it appears in the Contacts section of Zoho CRM. If it appears, the integration is working.

13. How do I remove the Wati and Zoho CRM integration?

Go to the integration page in Wati and click the Remove button to disconnect Zoho CRM from Wati.

Related Articles
Trigger Zoho Workflows to convert Wati Contacts to Zoho Leads
How to sync Wati Contact Attributes to Zoho CRM Leads or Contacts
How to use Wati's Team Inbox in Zoho CRM
How to fix Wati - Zoho Integration issues
How to set up WhatsApp Notifications in Zoho CRM using Wati
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