# 2 Way Zoho CRM & WhatsApp Integration ## {% embed url="" %} ## Introduction Picky Assist’s Zoho CRM integration allows businesses to seamlessly connect their customer conversations with their CRM data, without writing a single line of code.\ With this integration, you can **create, search, update, and delete Zoho CRM records** directly from **Picky Assist Chatbots, Workflows, Connectors, and Funnels**, all in real time. This integration ensures that every lead, enquiry, order, or support request coming from WhatsApp is instantly synced with Zoho CRM. Your teams no longer need to switch between tools or manually update records, everything happens automatically in the background while conversations continue smoothly with customers. Whether you are capturing new leads from ads, updating deal stages after payments, or fetching customer details during a live chat, Picky Assist acts as a powerful conversational layer on top of Zoho CRM. {% hint style="warning" %} ## **This feature is supported only V4 of Picky Assist** {% endhint %} #### How Zoho CRM and WhatsApp Work Together With the Zoho CRM integration in Picky Assist, automation can work in **two natural ways**.\ Sometimes, a customer shares information during a WhatsApp conversation, such as requirements, preferences, documents, or confirmation,s and this information is **directly saved or updated in Zoho CRM** without any manual effort. At other times, an update made inside Zoho CRM, like moving a lead forward, requesting payment, or closing a deal, can **automatically start a WhatsApp chatbot** to collect the next set of details, request feedback, or complete an action. This two-way flow ensures Zoho CRM always stays updated, while WhatsApp becomes the easiest way for customers to respond, confirm, and move the process forward. ### Advantages of Zoho CRM Integration with Picky Assist * **Real-Time CRM Sync**\ Instantly create, update, search, or delete Zoho CRM records from chatbots, workflows, funnels, and connectors. * **Faster Lead Follow-ups**\ Use live Zoho CRM data inside conversations to respond quickly and improve conversions. * **End-to-End Automation**\ Automate the complete lead and customer journey—from capture to closure—without manual intervention. * **No Manual Data Entry**\ Eliminate duplicate records and human errors with automated CRM updates. * **Context-Aware Conversations**\ Personalize chatbot responses using Zoho CRM fields like lead status, owner, and deal stage. * **Supports Custom Modules & Fields**\ Works seamlessly with both standard and custom Zoho CRM modules. * **No-Code & Scalable**\ Easy to configure without coding and powerful enough to scale with your business. ## How This Helps Different Industries #### Education & Training For institutes, student enquiries require timely responses and structured follow-ups. Information shared on WhatsApp—like course interest or preferred batch—is saved in Zoho CRM automatically. As the admission process moves ahead, WhatsApp can collect documents, confirmations, or fee payments, keeping student records complete and up to date. #### Real Estate In real estate, buyers often change requirements and decisions happen in stages. Details shared by buyers on WhatsApp—such as budget, location, or property type—are automatically updated in Zoho CRM. As the deal progresses, WhatsApp can collect site visit feedback, documents, or confirmations, helping agents move deals forward without repeated follow-ups. #### Healthcare & Clinics In clinics, clear and timely communication improves patient experience. Appointment changes or patient details shared on WhatsApp are instantly updated in Zoho CRM. After consultations, WhatsApp can collect feedback or schedule follow-up visits, ensuring patient records remain accurate without manual work. #### B2B Sales & Services In B2B sales, every interaction adds valuable context. Requirements and qualification details shared on WhatsApp update Zoho CRM automatically. As deals move forward, WhatsApp can request missing inputs, approvals, or payments, allowing sales teams to focus on closing rather than chasing information. #### Travel & Tourism In travel businesses, customer plans often change and require multiple confirmations. Travel preferences, passenger details, or date changes shared on WhatsApp are saved directly in Zoho CRM. As bookings progress, WhatsApp can collect documents, send payment requests, or gather trip feedback, ensuring smooth coordination from enquiry to post-travel follow-up. ## Key Use Case: Status-Driven WhatsApp Automation with Zoho CRM One of the most powerful capabilities of the Zoho CRM integration with Picky Assist is **status-based, contextual automation**. When a specific **status, stage, or field value** is updated in Zoho CRM, Picky Assist can automatically trigger a **WhatsApp chatbot** to collect additional information, take action, and **update the same record back in Zoho CRM**—all in a guided, conversational manner. This creates a **closed-loop automation** between Zoho CRM and WhatsApp. ### How It Works (High Level) 1. A record status or field is updated in Zoho CRM 2. Picky Assist detects the change via workflow or connector 3. A WhatsApp chatbot is triggered automatically 4. The chatbot collects required inputs from the user 5. Collected data is written back to the same Zoho CRM record 6. Next actions are triggered based on the updated data ## Practical Scenarios: Status Driven WhatsApp Automation #### 1. Feedback Survey **Trigger:** Deal marked *Closed* in Zoho CRM\ **Action:** WhatsApp chatbot collects feedback/NPS\ **Update:** Feedback saved back to Zoho CRM #### 2. Missing Details for Quotation **Trigger:** Status changes to *Quotation Pending*\ **Action:** Chatbot collects required details on WhatsApp\ **Update:** CRM fields auto-updated, status moves forward #### 3. Payment Collection **Trigger:** Status changes to *Payment Pending*\ **Action:** WhatsApp payment link sent with reminders\ **Update:** Payment status updated in Zoho CRM automatically #### 4. Document Collection **Trigger:** Status changes to *Documents Required*\ **Action:** Chatbot requests and confirms documents\ **Update:** Document status updated in Zoho CRM #### 5. Post-Service Follow-up **Trigger:** Service marked *Completed*\ **Action:** WhatsApp chatbot checks satisfaction or next needs\ **Update:** Follow-up notes or new opportunity added in CRM ## Prerequisites to Get Started Before configuring the Zoho CRM integration, ensure the following prerequisites are met: 1. You must have an active **Picky Assist account**. 2. The **WhatsApp channel must be connected** in your Picky Assist account. 3. You must have a **Zoho CRM Admin account**, as admin access is required to authenticate and grant permissions. ### Getting Started with Zoho CRM Integration Follow the steps below to connect Zoho CRM with Picky Assist: 1. Log in to your **Picky Assist** account. 2. Navigate to the **Main Menu**. 3. Go to the [**Apps**](https://app.pickyassist.com/settings/apps) section. 4. Locate **Zoho CRM** from the list of available apps. 5. Click on the **gear (⚙️) icon** next to Zoho CRM.\
6. Click on the **Connect** button.\
You will now be redirected to Zoho’s login page.
7. Log in using your **Zoho CRM Admin credentials**.\ \ ![](/files/2GSigQzOYJ3pbXle7Wuq)
8. Review the permissions requested by Picky Assist. 9. Grant access to allow Picky Assist to **read, write, and delete Zoho CRM data**.\ \ ![](/files/PITckULqxb1H2IagU0cI) Once the access is successfully granted, the integration is complete and **two-way data transfer between Zoho CRM and Picky Assist becomes active**. ### Where Zoho CRM Actions Are Available in Picky Assist Zoho CRM integration is implemented as **actions** inside the following Picky Assist products: 1. **Chatbot Flow Builder** 2. **Workflow** 3. **Funnels** 4. **Connector** This means Zoho CRM actions can be triggered: * After collecting inputs from chatbot questions * During workflow execution * Inside funnel stages * While processing data using connectors ### Available Zoho CRM Actions Using Picky Assist, you can perform the following actions on Zoho CRM records at different stages of automation: * **Add Record** * **Search Record** * **Update Record** * **Delete Record** These actions allow you to: * Add new CRM records after collecting information from users * Search CRM records and respond with CRM data via WhatsApp * Update existing CRM records using user inputs or system data * Delete CRM records when required ### Understanding Record ID (Highly Recommended) In Zoho CRM, each record (row) inside a module is identified by a **unique Record ID**. #### Why Record ID Is Important * It uniquely identifies a single record in Zoho CRM. * Using Record ID avoids accidental updates or deletions of the wrong records. * It is the safest way to perform **search, update, and delete** operations. #### How Record ID Works in Picky Assist * When you perform an **Add Record** action in Zoho CRM using Picky Assist, the system returns the **Record ID** as an attribute. * This Record ID can be: * Stored in **Picky Assist CRM** * Used in subsequent actions like update, search, or delete * For example: * A lead is created in Picky Assist * A workflow adds the same lead to Zoho CRM * The returned Record ID is saved * Future updates are performed using this Record ID This ensures precise and controlled CRM updates. ### Layout Selection Support Zoho CRM allows multiple **layouts** for the same module based on teams or processes. Picky Assist supports layout selection, allowing you to: * Choose the appropriate layout while adding new records * Ensure only relevant fields are displayed and populated * Maintain consistency with your Zoho CRM configuration ### Assignment Rules Support While adding or updating records, you can apply **Zoho CRM Assignment Rules**. Using assignment rules, you can: * Automatically assign record ownership * Change the owner of a record based on predefined rules * Trigger CRM routing logic during record creation or update ## Creating a Record from Chatbot Builder {% embed url="" %} Follow these steps to create a new Zoho CRM record from the Chatbot Flow Builder: 1. Open the [**Chatbot Flow Builder**](https://app.pickyassist.com/flows). 2. Right-click anywhere on the chatbot canvas. 3. Search for **Apps**. 4. From the app list, select **Zoho CRM**. 5. Choose the action **Add New Record**. 6. Select the **Zoho CRM module** where the record should be created. 7. Select the **layout** (if configured). 8. Map Zoho CRM fields with chatbot attributes collected earlier. 9. Select a **lead assignment rule** (optional).
After successful execution: * The record is created in Zoho CRM. * The unique **Record ID** is returned as an attribute. * This Record ID can be stored or reused in the next steps for further actions.
## Searching Records in Zoho CRM You can search Zoho CRM records using any available field value. #### Steps to Configure Search: 1. Select the action **Search Record**. 2. Choose the **Zoho CRM module** to search. 3. Configure **filter conditions**: * Combine multiple AND conditions if required * Use Record ID for precise searches 4. Select the **sorting field** (e.g., Created Date, Modified Date). 5. Choose the **sorting order** (Ascending or Descending). 6. Set a **limit** for the number of records to be returned. 7. Save the search result into a **variable** by assigning a name.
#### Working with Search Results * Search results are returned as a **JSON array**. * You can process the array using: * **Formatter →** [**Line Items**](/setting-up-guide/setting-up-connector/formatter/line-items.md) * **Dynamic arrays** in chatbot flows
#### Connector Use Case When using the **Connector**, you can: * Iterate through the array using [**Iteration**](/setting-up-guide/setting-up-connector/steps/iterator.md) * Perform actions like: * Adding multiple records one by one * Sending personalized WhatsApp messages to hundreds of contacts * Syncing data to Picky Assist CRM ## Updating Records in Zoho CRM This action is used to update records that already exist in Zoho CRM. #### Steps to Configure Update: 1. Select the action **Update Record**. 2. Define the **filter condition**: * Record ID (recommended) * Email, mobile number, or any unique field 3. Apply **sorting** if required. 4. Set a **limit** on the number of records. 5. Select the fields to be updated. 6. Map dynamic values using attributes. 7. Apply **assignment rules** if needed. {% hint style="danger" %} #### Important Caution * If multiple records match the filter, **all matching records will be updated**. * Example: * Searching by mobile number returns 5 records * All 5 records will be updated {% endhint %}
#### Best Practice * Use Record ID whenever possible * Apply sorting and limit results to **1** if updating only one record * This ensures controlled and accurate updates ### Deleting Records in Zoho CRM The **Delete Record** action permanently removes records from Zoho CRM. #### Steps to Configure Delete: 1. Select the action **Delete Record**. 2. Choose the **Zoho CRM module**. 3. Define **filter conditions**: * Record ID is highly recommended 4. Select sorting and order if needed. 5. Set a **limit** on the number of records. {% hint style="danger" %} #### Warning * If multiple records match the filter, **all will be deleted**. * Deletion is irreversible. **Use this action with extreme caution.** {% endhint %} --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://help.pickyassist.com/setting-up-guide/setting-up-ad-ons/setting-up-zoho-crm/2-way-zoho-crm-and-whatsapp-integration.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.