2 Way Zoho CRM & WhatsApp Integration

Learn how CRM updates and WhatsApp conversations automatically trigger actions and keep your Zoho CRM always up to date.

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.

This feature is supported only V4 of Picky Assist

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 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.

1. Log in using your Zoho CRM Admin credentials.

2. Review the permissions requested by Picky Assist.

3. Grant access to allow Picky Assist to read, write, and delete Zoho CRM data.

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

Follow these steps to create a new Zoho CRM record from the Chatbot Flow Builder:

1. Open the Chatbot Flow Builder.

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

  • Dynamic arrays in chatbot flows

Connector Use Case

When using the Connector, you can:

• Iterate through the array using Iteration

• 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.

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

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.

Warning

• If multiple records match the filter, all will be deleted.

• Deletion is irreversible.

Use this action with extreme caution.