Table of Contents

Zoho CRM Integration

Helpdesk Updated by Helpdesk

Zoho CRM Integration with WATI can be done with any version of Zoho CRM, but to install the plugin you need the Zoho Professional Plan or higher

Introduction

WATI has native integration with Zoho CRM. You can download the WATI app from the Zoho CRM Marketplace

Features

Using the WATI Integration with Zoho CRM, you have access to the below features:

For Zoho trial editions, please visit https://www.zoho.com/crm/help/feature-availability-trial.html for Feature Availability & Limits on different editions.

Setup WATI Plugin on Zoho CRM

How to Setup Zoho CRM

  1. Navigate to our Extension on the Zoho App Marketplace and click "Install"
  2. Confirm the installation and click "Install"
  3. Agree to the terms and click "Continue to Install"
  4. Install for the users that you want to install for
  5. After installing you will be automatically redirected to Settings.
    If you have an existing WATI account --> Select the "Existing WATI user" option and click on the "Next" button
    If you're a new user select the "New to WATI" option and click on the "Next" button. You will need to go through a short registration process and then you will be able to use the plugin
  6. On "Settings", please add the API Endpoint URL and Bearer Token and click "Save"
You will find the API Endpoint URL and Bearer Token on your WATI Account --> API Docs Page

Advanced setup

Let's take a look at some advanced options:

  1. Automatically create a lead or contact if there is no data in Zoho CRM
  2. Convert first-time visitors to Lead/Contact
Automatically create a lead or contact if there is no data in Zoho CRM

This feature will work only if we connect our Zoho CRM from the WATI app (described below).

Contact will be automatically added to Zoho CRM if:

  • The user added a new contact manually from the Contacts page in WATI
  • User added new contact via Import Contacts function from Contacts page in WATI
  • User Upload contact file when sending Broadcast in WATI
  1. Turn on "Automatically create lead or contact if there is no data in Zoho CRM", select Convert first-time visitors to Lead/Contact and enter Lead Source name (can leave WATI by default).
    The Lead source will be applied for Leads only. Contacts don't have a Lead Source field.
    Lead Source won't be applied for first-time visitors contacts (this feature is described below), it will be "WATI" always regardless of what we have set in the "Lead Source" field
  2. Click on the "Save" button --> Import will be started (if contacts/leads are empty in your Zoho CRM). Import will take some time if the WATI environment has a huge amount of contacts
    If you have any Leads or Contacts in Zoho - Import will not start. You need to clear all your Leads/Contacts first
  3. After import contacts will be added to Contacts/Leads (depending on what you chose during setup).

As you can see Lead Source is WATI as we specified.

Convert first-time visitors to Lead/Contact

We have to connect our Zoho CRM from the WATI app to make this feature work.

  1. Open the "Integration" page in WATI and click on Zoho integration:
  2. Click on the "Connect With Zoho CRM" button
  3. Check out the warning and click on the "Connect" button
    Remember that a Zoho account can only have one WATI integration, else, the old integration will be replaced with the new one and some data may be lost
  4. Log in with your Zoho account
  5. Check what data Zoho will have access to and click on the "Accept" button

You will be redirected back to WATI with the connected Zoho CRM organization

You can easily remove your integration by clicking on the remove button.

Testing the Integration

As mentioned above, new WATI contacts will be imported into Zoho when added via the contacts page (manually or imported a file) or imported contact file when sending Broadcast.

  1. Let's convert first-time visitors to Contacts. Select the appropriate setting
  2. Go to the Contacts page in WATI and click on the "Add Contact" button
  3. Fill Name and Phone number and click on the "Save" button
  4. Go to Contacts in Zoho to make sure if created contact was successfully added

How did we do?

Why is my ZOHO integration not working?

WATI Embedded Team Inbox in Zoho

Contact