In this tutorial we are going to explain step by step how to integrate WOZTELL with ZOHO CRM and thus be able to manage leads and contacts from WhatsApp, Facebook, Instagram or your website chat from ZOHO CRM.

To be able to perform this tutorial we will need:

A free or paid WOZTELL account (if you don’t have one yet you can create it here).

A ZOHO account with access to CRM.

Let’s get started!

STEP 1: Enable the WOZTELL extension

We connect our ZOHO account with access to ZOHO CRM.

Click on the following link (direct access to the extension installer):

A new window will open asking us to access WOZTELL.

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Once we access WOZTELL, we will be asked to select the organization to which we want to link the installation in case we have more than one as it can happen with the “Agency” plan or higher.

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Click on confirm and access another window where we will have to accept the necessary permissions for WOZTELL to connect to the application.

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Then, we will have to accept the ZOHO permissions to connect to the WOZTELL extension.

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Once all the permissions have been accepted, we will access the ZOHO marketplace installer where it will ask us for authorization to perform the installation and if we want to install the extension for the entire organization or only for a specific computer.

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STEP 2: Configure WOZTELL in ZOHO CRM

Once the installation is finished, we will be able to access the configuration screen, where we can define the predefined format for the phone numbers and channels we want to connect to CRM.

This configuration screen can be found in the ZOHO Marketplace tab and, within it, in the installed applications tab.

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The first thing we will do is set the default format of the phone numbers in the most frequent country in our database.

We will define the most common prefix (by selecting the country) and the length in digits of the phone number.

In our example, we select the prefix of Spain and 9 digits as the default length. Click on “SAVE” to save.

This configuration is for ZOHO CRM to recognize WhatsApp numbers.

For phones that are not from the default country, we will have to save them in international format.

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The next thing to do is to connect the channels we are interested in. We will do this by clicking on the “Not connected” button in the “Status” column.

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Once a channel has been activated, and as long as it is WhatsApp, we can automate the creation of new leads or contacts.

Click on the button in the “Unknow conversations” column and we will select how we want these new contacts to be added to our ZOHO CRM.

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The “First conversation message” column allows us to define the automated welcome message we want for each of the channels.

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STEP 3: manage conversations in ZOHO CRM

Once the installation is finished we will be able to perform several actions in ZOHO CRM.

The specific functionalities of ZOHO CRM are:

  • Create new contacts and leads automatically
  • Start a WhatsApp conversation directly in CRM.
  • Check and manage the Opt-out of WhatsApp customers.
  • Configure a welcome message in each channel.
  • Send WhatsApp templates.

Plus, with WOZTELL you will be able to:

  • Manage conversations on channels such as WhatsApp Business platform, Facebook and
  • Instagram or e-commerce platforms and webchats.
  • Send push notifications on WhatsApp, Facebook and Instagram.
  • Quickly assist your customers through a 24/7 chatbot that responds to all your messages.
  • Manage your WhatsApp, Facebook, Instagram or webchat conversations using your own communication platform like ZOHO Cliq.