How to Connect Zoho CRM to WhatsApp or SMS Gateways 📲

Jun 4, 2025

In today’s fast-paced digital world, email alone isn’t enough. Customers expect instant communication — and nothing beats the accessibility of WhatsApp and SMS for real-time engagement.

If your team uses Zoho CRM, you’re already managing leads and deals in one place. Now imagine enhancing that experience by connecting it directly to WhatsApp or SMS — for sending appointment reminders, follow-ups, or even lead qualification messages.

In this guide, we’ll show you how to connect Zoho CRM to WhatsApp and SMS gateways, and how this integration can transform your customer communication strategy.

💡 Why Integrate WhatsApp or SMS with Zoho CRM?

  • 🔔 Instant notifications: Send automated reminders or alerts to contacts.

  • 🤝 Faster follow-ups: Reach prospects in real time to move deals forward.

  • 📈 Higher engagement: SMS and WhatsApp have open rates above 90%.

  • 🧩 Workflow automation: Trigger messages based on CRM actions or fields.

  • 📝 Unified history: Keep all communications logged in the CRM.

🔌 Integration Options

You can integrate Zoho CRM with WhatsApp or SMS gateways using:

1. Zoho’s Built-in Marketplace Extensions

Zoho Marketplace offers prebuilt integrations with popular providers like:

  • Twilio

  • SMS Magic

  • WATI (for WhatsApp Business API)

  • MessageBird

  • Kaleyra

These extensions simplify setup, allow message sending from within CRM, and often support workflow triggers.

💡 Go to Zoho CRM > Setup > Marketplace > All Extensions > Search for your preferred gateway.

2. Custom Functions via Deluge

For more flexibility, you can use Deluge (Zoho’s scripting language) to send SMS or WhatsApp messages through external APIs.

Example: Sending an SMS via Twilio

deluge
// Twilio credentials

account_sid = "your_account_sid";

auth_token = "your_auth_token";

from_number = "+1234567890";

 

// Contact details from CRM

to_number = input.Contact_Number;

message = “Hi ” + input.First_Name + “, thanks for connecting with us!”;

// Build the API request

url = “https://api.twilio.com/2010-04-01/Accounts/” + account_sid + “/Messages.json”;

headers = map();

headers.put(“Authorization”, “Basic ” + base64encode(account_sid + “:” + auth_token));

params = map();

params.put(“From”, from_number);

params.put(“To”, to_number);

params.put(“Body”, message);

// Make the request

response = postUrl(url, params, headers);

info response;

You can add this function to Workflow Rules to trigger messages automatically based on CRM events like:

  • New lead creation

  • Status update

  • Missed follow-up date

3. Using Third-Party Platforms (Make, Zapier, Pabbly)

Platforms like Make (Integromat), Zapier, or Pabbly Connect can help non-developers connect Zoho CRM to:

  • WhatsApp (via WATI, 360Dialog, Twilio)

  • SMS providers

  • Chatbots

These tools use drag-and-drop builders to automate workflows without code. Ideal for marketing and operations teams.

📲 WhatsApp Business API: What You Should Know

To use WhatsApp Business API, you must:

  • Apply via a provider like Twilio, 360Dialog, or WATI

  • Verify your Facebook Business Account

  • Create pre-approved templates for outbound messages

  • Follow opt-in and compliance rules (very important!)

For 1:1 conversations initiated by users, your agents can respond freely for 24 hours. Beyond that, templates are required.

🛠️ Example Use Cases

Here are a few ways to use SMS or WhatsApp with Zoho CRM:

Use Case Trigger Message Type
Appointment reminder Date/time field SMS via Twilio
Lead welcome message New Lead entry WhatsApp template
Deal follow-up Deal stage change WhatsApp
Payment confirmation Invoice created SMS
Post-sale feedback Deal won WhatsApp with survey link

✅ Best Practices

  • Always obtain consent before sending messages.

  • Keep messages concise and personal.

  • Use merge fields (e.g., [First Name], [Deal Name]) for personalization.

  • Avoid over-messaging — stick to important, action-based messages.

  • Log message history in the CRM for full customer context.

📦 Need Help Setting It Up?

As a Zoho consultant, I help businesses:

  • Choose the right WhatsApp/SMS provider

  • Set up APIs or marketplace extensions

  • Write automation scripts in Deluge

  • Design message workflows that convert

Let’s make your CRM truly conversational. 🗣️

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