Setting Up Zoho CRM

This guide helps you to integrate Picky Assist Services with Zoho CRM tightly.

About Zoho CRM

A market leader for more than a decade, Zoho CRM is an online customer relationship management software for managing your sales, marketing, support in a single system. Join over 150,000 Zoho CRM customers who are happily growing their business with awesome customer relationship management.

Prerequisite

Before we begin please make sure you have the followings items ready with you πŸ‘‡

  1. Zoho CRM Account (Free Version will not work) with the privilege to install an extension from the market place.

  2. Zoho CRM Adon Enabled in your PIcky Assist Account (Settings ->App->Zoho CRM)

  3. WhatsApp or SMS Channel Integrated and working with Picky Assist with the ability to send and receive messages.

Watch Video

Installing the Zoho Extension

The very first step is to install the Picky Assist Extension for Zoho CRM in your Zoho CRM Account.

Agree with both terms and click "Continue" as shown below πŸ‘‡

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Select the user Profiles whom the extension needs to be installed and click on "Confirm" as shown below πŸ‘‡

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Click the "Authorise" button to connect Zoho CRM with Picky Assist Account as shown below πŸ‘‡

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Login Into Your Picky Assist Account

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Select the Project you would like to connect with Zoho CRM

Please make sure the project is enabled with WhatsApp Channel & Zoho CRM Adon. We have 7 days trial for Zoho CRM extension.

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Now Picky Assist project is successfully connected with Zoho CRM, click on "Finish" to complete

Working with Extension

The extension is capable of doing the following actions in your Zoho CRM

1. Live Chat with Zoho Contacts & Leads using WhatsApp & SMS Channels.

This helps you to real-time chat with customers through WhatsApp & SMS within your Zoho CRM Leads or Contacts Module

Please make sure the mobile number in the Zoho CRM is entered with country code in order to work, the WhatsApp number can be either saved in Phone or Mobile field of the Zoho CRM.

2. Sending Personalised Bulk WhatsApp / SMS Messages

This allows you to send bulk personalised messages to your Contacts or Leads , just filter the number of contacts you want to send then draft your message and click on send button.

3. Sending Automatic Messages based on Workflow Events

This helps you to send messages automatically based on the various events happening in the Zoho CRM. You need to configure this from your Zoho CRM Settings -> Automation -> Workflow Rules

Let's create a workflow rule which sends an automatic welcome WhatsApp message to the Customer when a new lead is added into the Zoho CRM by any of the CRM Users.

You need to have your Picky Assist API Token to setup the workflow events, you can generate the API key from your Picky Assist Web Console Under Settings -> API Tokens.

Creating A Workflow from Zoho CRM Settings -> Automation -> Workflow Rules

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Select the "Module" and give Rule Name and click "Next"

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Select When do you want to execute the flow

You can change this settings as per your requirements, now we are going to send a message out when a new record is created in your Zoho CRM.

You can also configure to send alerts when a data field in your CRM gets edit/ update / delete as well.

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Select Conditions

Conditions allow you to execute the step only when certain conditions are met like Lead score is less than 20% and lead owner is a specific user, in this example we are setting no specific conditions so this will apply for all leads.

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Setup Instant Action as Webhook

Instant Action allows you to send the WhatsApp / SMS messages when all the above conditions are met, You need to select the "Webhook" as an Instant Action as shown below πŸ‘‡

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Setting Up the Webhook Action

Now you need to setup the API of your Picky Assist Account here , just give a name of your Webhook then enter below details exactly as shown in the figure

URL To Notify : https://pickyassist.com/app/api/v2/push Method : POST

Now Click on "Add Parameter" under Standard Format as shown below then fill the same as shown below

Parameter Name = data

Parameter Name

Description

token

This is token which you need to generate from picky assist account go to Settings -> API Tokens to generate one

application

This means from which application you need to send a message

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1 = Whatsapp Personal (Phone Automation) 2 = Whatsapp Business (Phone Automation) 3 = SMS (Phone Automation)

8 = WhatsApp Official Shared Number 919737001155 = Shared Number India 556140404433 - Shared Number Brazil

number

Number with Country code, you can dynamically insert this from the Zoho CRM by tapping #phone

message

This is where you need to pass the message you would like to send you can customize the message with zoho crm fields

globalmedia

Public facing URL to download the media files , please note URL's which are private will not work. Read more about Size Restrictions

template_id

This is applicable only for sending WhatsApp Approved Templates , you can get the template id from Broadcaster -> WA Templates

template_message

This is used when you are sending a WhatsApp Approved template , here you don't need to pass the entire message, just pass the dynamic field values

Formating

Whatsapp supports only limited formatting as below;

Bold = * * i.e *bold* Italics = _ _ i.e _italics_ Strikethrough = – – ~strikethrough~ New Line = \n like Hello\nWelcome to Picky Assist

Sending Emoji through Whatsapp 😊

You can simply copy and paste the emoji directly from whatsapp web or phone to the below code

Use any JSON formater & Validator to validate the below codes after making changes

Parameter Value for sending Single Messages

{
"token":"c2a0b6221525dd55ceb09ae1f74e46521756d",
"application":"919737001155",
"data":[
{
"number":"${Leads.Phone}",
"message":"Hello ${Leads.Last Name} Thanks for your enquiry one of our executive will contact you soon"
}
]
}

Parameter Value for Sending Multiple Messages

This helps you to send messages to many numbers through a single API call.

{
"token":"c2a0b6221525dd55ceb09ae1f74e46521756d",
"application":"919737001155",
"data":[
{
"number":"${Leads.Phone}",
"message":"Hello ${Leads.Last Name} Thanks for your enquiry one of our executive will contact you soon"
},
{
"number":"NUMBER 2",
"message":"MESSAGE FOR NUMBER 2"
}
]
}

Parameter Value for Sending Media Files

Please make sure the media files size and types are supported by WhatsApp as mentioned here​

Only Video & Image Supports Captions. Read More​

{
"token":"c2a0b6221525dd55ceb09ae1f74e46521756d",
"application":"919737001155",
"globalmedia": "MEDIA FILE UNIQUE URL",
"data":[
{
"number":"${Leads.Phone}",
"message":"Hello ${Leads.Last Name} Thanks for your enquiry one of our executive will contact you soon"
}
]
}

Parameter Value for sending WhatsApp Approved Templates

Please note for WhatsApp pre-approved templates you need to pass only the values and WhatsApp will auto append the approved message body with your message.

"token":"782a357a2c87687a11f54b83fd1a017f05eb6794",
"application":8,
"template_id":"VG7935",
"data":[
{
"number":"${Leads.Phone}",
"template_message":[
"abc",
"111",
"222",
"333",
"Picky"
],
"language":"en"
}
]
}

Please replace the values in the above code with your own Values to work, you can insert values from Zoho CRM modules by just tapping # as shown in the below image πŸ‘‡

If you need any help from our team to configure so please contact support@pickyassist.com

More Settings & Features

We have the following settings and features as well

  1. ​Quick Replies​

1. Automatically Create New Leads or Contacts

This helps you to create new leads or contacts automatically if your number receives messages from someone who is not in your Zoho CRM. This feature is enabled by default however this can be turned off if not required from the Picky Assist Web Console under Settings -> Apps -> Zoho CRM -> Settings

  1. You can specify to which Module the new contact should be added like Leads or Contacts, by default its "Lead"

  2. You can also specify to which field the mobile number should be added i.e Phone or Mobile, by default its "Phone"

  3. You can specify the lead source as well to understand from where the lead is inserting into your CRM, by default its "Picky Assist"

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2. Formatting Outgoing Messages

You can format the outgoing messages with Bold, Italic , Strikethrough and insert emoji's using the format tools integrated into the chat widget as shown below πŸ‘‡

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3. Personalising Messages

This helps you to personalise the outgoing messages with the Zoho CRM module field values based on your current module the attribute section will dynamically load into the chat widget and you have the option to insert them into your messages as shown below πŸ‘‡

Use keyboard shortcut {{ to open the attribute section.

4. Attaching Images, Videos & Documents

You can send media files as supported by WhatsApp by clicking the attachment icon

Please note media files uploaded by you will be visible to all Zoho CRM Users in your organisation.

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5. Switching Multiple Mobile Numbers

If you have saved the customer number in different fields i.e Number & Mobile then you can switch between the numbers to see the conversation from different numbers of the same contact.

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6. Switching between Channels

Switching between channels helps you to send a message from a specific channels, like you can send a message via SMS or WhatsApp shared number by switching the channels as seen below πŸ‘‡

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7. Disable/Enable Notifications (Sales Signal)

By default the lead owner will get the notification in the Zoho CRM when new messages comes in your number, this can be turned off from the Picky Assist Web Console under Settings -> Apps -> Zoho CRM -> Settings

Please note this will disable notification to all Zoho CRM Users.

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8. Disable/Enable the Extension

If you want to temporary disable the chat widget then this can be configured from the Picky Assist Web Console under Settings -> Apps -> Zoho CRM -> Settings

Please note this will disable chat widget to all Zoho CRM Users

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9. Whisper or Internal Note

This feature has multiple uses as below πŸ‘‡

  1. Can be used to take an internal note while chatting.

  2. If multiple agents are chatting at a time which helps to co-ordinate effectively.

  3. Can be used for internal training purposes.

Whispered messages will not visible to the end customer / user.

10. Quick Replies

Quick replies are a set of predefined messages which you can save in order to avoid typing the most frequently used replies

You can even save a reply with media files i.e you can save your product images , videos or business proposal pdf documents and quickly insert into a conversation

We have a keyboard shortcut to search and insert quick reply into a conversation , just type forward slash / in your keyword and it will open all the quick replies now continue typing the keyword you configured for the quick reply , just tap enter to insert the reply into your message draft.

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