WhatsApp Integration

Note: This integration is available only on early access. Contact Zoho Books support to enable it for your organisation.

Using WhatsApp for customer communication offers an easy way to send messages with a personalized touch. Integrating WhatsApp into Zoho Books keeps your customers informed regarding their invoices, sales orders, payment receipts, customer statements, estimates, retainer invoices, credit notes, and sales receipts.

After enabling WhatsApp, you will have to buy credits to send notifications to your customers. Learn more about WhatsApp Credits.

Note: Currently the WhatsApp feature in Zoho Books allows you to send notifications only from your end. The responses from your customers cannot be viewed.

Prerequisites

To integrate Zoho Books with WhatsApp, you should have:

Connect to WhatsApp

To send WhatsApp notifications to your customers, you must connect Zoho Books to WhatsApp first. Here’s how:

Connect WhatsApp WhatsApp Prerequisites

Insight: If you don’t have a Facebook account, create one by clicking Create New Account.

Facebook Login WhatsApp Get Started WhatsApp Business Information

Insight: If you don’t have one, select Create a WhatsApp Business account and Create a new WhatsApp Business Profile from the dropdown.

Select WhatsApp Business Account WhatsApp - Get Started Create WhatsApp Channel

Your Zoho Books organisation will be connected with WhatsApp.

Configure Templates

To send notifications through WhatsApp, create a template in Zoho Books and get it approved by the WhatsApp Business team.

Create Templates

To send invoice details through WhatsApp, you’ll have to create a template for it. Here’s how:

Create Template New Invoice Template

Insight: The Template Category could either be Utility or MarketingLearn more about Template Categorization.

A template will be created, and once approved, you can send invoice notifications to your customers.

Similarly, you can create templates for Sales Orders, Payment Receipts, Customer Statements, Estimates, Retainer Invoices, Credit Notes, and Sales Receipts.      

Template Approval

Once you create a template, it will be sent for approval. It can take up to 24 hours for the WhatsApp team to approve it. The status of the approval will be displayed in the list page.

Template Approval

A template can have the following statuses: 

Status Description
Approved The WhatsApp Business team approved the template and it can be sent to customers.
Rejected The WhatsApp Business team rejected the template. Edit and resumbit the template for approval. Learn why templates get rejected.
Pending Approval The template has been sent to the WhatsApp Business team and is awaiting approval. It could take upto 24 hours for the status to be updated.
Deletion in Progress The WhatsApp Business team is evaluating your request to delete a template.
Deletion Failed The template was not deleted due to network issues. Initiate the delete process once again.
Deleted The WhatsApp Business team has deleted the template. This action cannot be undone.

Other Actions

Clone Template

If you want to create a template similar to an existing template, you can clone it. Here’s how:

Clone Template

The new cloned template will be sent for approval to the WhatsApp Business team and can be used once approved.

Set Template as Default

If you want a template as your default choice, you can set that template as default. To do so:

Set Default Template

The default template will be auto-populated in the Template Name field when you try to send WhatsApp notifications.

Delete Template

You can delete a WhatsApp template if you do not require it.

Prerequisite: Ensure that the template you wish to delete is not set as the default, as you won’t be able to delete it. You can set another template as default to delete the one that is no longer required.

Warning: Deleting a template is permanent and cannot be undone. However, you can create a new template again and send it to the WhatsApp Business team for approval.

To delete a template:

A request will be sent to the WhatsApp Business team to delete the template, which will subsequently, be deleted.

Delete Template

Enable WhatsApp

Enable WhatsApp for Sales Transactions

Once you set up templates, enable the modules for which you’d like to send WhatsApp notifications. To do this: 

Enable Template

You’ll be able to send notifications through WhatsApp for the modules which you’ve enabled.

Enable WhatsApp for Customers and Contact Persons

To send notifications to your customers through WhatsApp, you’ll have to enable WhatsApp for them. Here’s how:

To enable it for the primary contact:

Enable Primary Contact

(or)
To enable it for the contact person:

Enable Contact Person Enable WhatsApp Communication Channel

Enable WhatsApp for Customers in Bulk

You can enable WhatsApp messaging for contacts in bulk in two ways. You can enable it for: 

To enable it for all the primary contacts and contact persons:

Update Communication Preference Update Communication Preference

To enable it for specific primary contacts and contact persons:

Configure Communication Recepient Configure Communication Recepient

The WhatsApp notification will now be sent to the selected contacts.

Manage WhatsApp Credits

How Credits Work

Once you enable WhatsApp and create templates, you’ll need to buy credits to send notifications through WhatsApp.
For instance, one credit costs Rs.123.60, and sending a utility message costs Rs 0.250. Therefore, on an average, you can send 400 or more WhatsApp utility messages for just one credit.

Each time a WhatsApp notification is sent, the amount will be reduced according to the template category and the recipient’s region. View WhatsApp’s conversation charges and rate card. 

Buy Credits

To buy WhatsApp credits:

Buy Credits Buy Credits Pop-up

You’ll be redirected to the payment gateway where you can pay. Once done, the credits will be added to your organisation.

Send Notifications through WhatsApp

Send  Invoice Notifications

Share Invoice with drop-down Send WhatsApp Message Invoice Template

The invoice notification will be sent to the respective contacts.  

To send a WhatsApp notification for existing invoices:

Send Customer Notifications

The the invoice details will be sent to the respective contact person via WhatsApp. Similarly, you can send notifications for Sales Orders, Estimates, Retainer Invoices, and Sales Receipts.

Send Payment Receipts

Record Payment Record Payment

To share existing payment receipts via WhatsApp:

Send Existing Payment Receipt Send WhatsApp Message - Payment Receipt

Send Customer Notifications

You can send marketing notifications to your customers regarding promotions, offers or any other informational updates along with the customer statement using this feature.

Send Customer Notifications

To send only the customer statement:

Send Customer Notifications

The customer statement will be sent to the respective contact person.

View Sent WhatsApp Notifications

You can view the sent WhatsApp notifications at three different levels. Here’s how:

At Transaction Level

View Transaction Level View Transaction Level

You can view the customer details and the status of the WhatsApp notification.

At Customer Level

View Customer Level

You can view all the WhatsApp notifications and their statuses sent to this customer.

At organization Level

View organization Level

You can view all the WhatsApp notifications sent from your organisation.

Other Actions

Mark WhatsApp as Inactive

If you want to disable the WhatsApp integration temporarily, you can mark it as inactive. Here’s how:

WhatsApp will be disabled for your organisation until you mark it as active.

Mark As Inactive

Note: You can enable WhatsApp whenever required by clicking Mark as Active.

Change Default WhatsApp Number

If you want to change the default WhatsApp number:

Change Default WhatsApp Number

Select the number you want to set as the default WhatsApp number from the pop-up that follows.

Configure Default WhatsApp Number Configure Default WhatsApp Number Verified

Your default WhatsApp number will be updated.


Was this document helpful?
Yes
No
Thank you for your feedback!
Want a feature?
Suggest
Switch to smart accounting software. Switch to Zoho Books.   Start my free 14-day trial

Books

Online accounting software
for small businesses.