Summary

The Multiple WhatsApp Business Line Support feature in the Wati Zoho CRM widget lets you send template messages from any connected WhatsApp Business line without leaving Zoho CRM. When you select a business line, the widget automatically displays the templates available for that line.

This guide shows you how to send a template message using a specific business line, send another template from a different business line, and view the complete WhatsApp conversation thread for a contact directly within the Zoho CRM widget.

Instructions

Send template message to connected WhatsApp Business line

Follow these steps to send a template message to the connected WhatsApp Business line:

Step 1: Open the Wati widget

Open a contact record in Zoho CRM.
Locate the Wati widget in the right-hand panel.

Step 2: Start a new WhatsApp message

Click Send WhatsApp.

This opens the message composer, where you can select the WhatsApp Business line and template to use.

Step 3: Select a WhatsApp Business line

Open the Business Line dropdown.
Select the WhatsApp Business line you want to send the message from.

The dropdown displays all WhatsApp Business lines connected to your Wati account.

Step 4: Select a template

Browse the available templates.
Select the template you want to send.

The template list updates automatically based on the selected WhatsApp Business line, so you will only see templates associated with that line.

Step 5: Send the message

Review the template preview.
Click Send.

The template message is sent using the selected WhatsApp Business line.

Step 6: Resend template message from a different business line (optional)

If you want to contact the same customer from another WhatsApp Business line:

Click Send WhatsApp again.
Select a different business line.
Choose a template.
Click Send.

Each message is sent independently using the selected business line.

Step 7: View the WhatsApp conversation

Click WhatsApp Chat in the Wati widget.

The conversation window displays the message history for the contact.

You can:

View incoming and outgoing messages.
Read messages in chronological order, with the latest message displayed at the bottom.
Reply directly from the chat window.

Frequently Asked Questions (FAQs)

1. Can I send messages using any connected WhatsApp Business line?

Yes. All WhatsApp Business lines connected to your Wati account are available in the Business Line dropdown when you click Send WhatsApp.

2. Why does the template list change when I select a different business line?

Each WhatsApp Business line has its own templates. When you switch business lines, the widget automatically displays only the templates associated with the selected line.

3. Can I send messages to the same contact from multiple WhatsApp Business lines?

Yes. You can send messages to the same contact from different WhatsApp Business lines by selecting the desired business line each time you use Send WhatsApp.

4. What is the difference between Send WhatsApp and WhatsApp Chat?

Send WhatsApp is used to send a template message to a contact. WhatsApp Chat opens the conversation history, where you can view previous messages and reply directly.