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.
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
:::info 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
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
:::info Learn how to find these details in our guide on How to find your API Endpoint and Bearer Token in Wati.
:::
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.
:::info 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 Broadcast in Wati.
How to Enable This Feature
In Wati, go to Settings.
Turn on:
Automatically create lead or contact if there is no data in Zoho CRMSelect:
Convert first-time visitors to Lead/ContactEnter 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
Integrationpage.Click on
Zoho.
Click the
Connect With Zoho CRMbutton.
A warning message will appear.
:::info 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
Acceptto 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 Broadcast
How to Test by Adding a First-Time Visitor as a Contact
In Wati, go to the
Contactspage.Click the
Add Contactbutton.
Enter the contact's
NameandPhone Number.Click
Save.
Verify in Zoho CRM
Go to the
Contactssection 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 is the purpose of integrating Zoho CRM with Wati?
→ Integrating Zoho CRM with Wati allows you to automatically create Leads or Contacts in Zoho CRM when new contacts are added in Wati. This helps in managing customer data more efficiently.
Setup and Configuration
2. How do I connect my Zoho CRM account with Wati?
→ Go to the Integration page in Wati, click on Zoho Integration, and then click Connect With Zoho CRM. Log in with your Zoho account, review the access permissions, and click Accept.
3. Can I have multiple Wati integrations in my Zoho CRM account?
→ No. Zoho CRM supports only one active Wati integration. Connecting a new Wati account will remove the previous integration, and some data may be lost.
4. How do I remove the Zoho CRM integration from Wati?
→ You can remove the integration anytime by clicking the Remove button on the Zoho Integration page in Wati.
Contact Creation Rules
5. When are contacts automatically created in Zoho CRM from Wati?
→ Contacts will be created in Zoho CRM when you:
Add a contact manually from the Contacts page in Wati.
Import contacts via the Import Contacts function in Wati.
Upload a contact file while sending a Broadcast in Wati.
6. How does the "Convert First-Time Visitors to Lead/Contact" feature work?
→ If enabled, first-time visitors interacting with you will automatically be created as a Lead or Contact in Zoho CRM. You need to enable this option and connect Zoho CRM from Wati for this feature to work.
7. What is the "Lead Source" in this setup?
→ The Lead Source is a label applied to Leads created in Zoho CRM. You can customize this name in Wati settings, or leave it as the default "Wati". Note that Contacts in Zoho CRM do not have a Lead Source field.
8. Will the Lead Source apply to first-time visitor contacts?
→ No. For first-time visitor contacts, the Lead Source is always set as "Wati" by default, regardless of what is set in the Lead Source field.
Testing and Verification
9. How can I test if the Zoho CRM integration is working?
→ You can test by adding a new contact manually in Wati:
Go to the
Contactspage in Wati.Click
Add Contactand enter the Name and Phone Number.Click
Save.Check your Zoho CRM Contacts section to confirm if the new contact appears.
10. Will existing Leads or Contacts in Zoho CRM be affected during import?
→ No. The automatic import of contacts from Wati will only happen if your Zoho CRM has no existing Leads or Contacts. If you already have data in Zoho CRM, the import will not start unless you clear all existing Leads and Contacts.