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Picky Assist Help Desk
Picky Assist Help Desk
  • Welcome To Picky Assist 🙏
  • Setting Up Guide
    • Sending First Message
    • Connecting Channels
      • WhatsApp Web Automation to Official API Migration Guide 2024
      • Connecting WhatsApp Web Automation
      • Connecting Facebook Messenger
        • Introduction
        • Getting Start
        • Guidelines & Compliances
        • Messenger Link
      • Connecting WhatsApp Official
        • Introduction
        • Dashboard
        • Profile
        • Templates
      • Connecting WhatsApp Cloud API
      • WhatsApp Official Managed Service
      • Connecting Instagram
      • Phone Bridge (Call Blaze)
      • Connecting SMTP
      • Connecting Amazon SES
      • Connecting Sendgrid
      • Connecting Additional WhatsApp Numbers
      • Porting WhatsApp Number to Picky Assist
      • WhatsApp Official Message Delivery Issues & Solutions
    • Working With Prebuilt CRM Modules
      • Introduction
      • Onboarding
      • Modules
        • Leads
        • Deals
        • Meetings
        • Company
        • Support Cases
        • System Modules
          • Contacts
          • Notes
          • Task
          • Call Logs
          • Tags
          • Activity Logs
      • Automations
        • Workflows
        • Chatbots
        • Funnels
        • Connectors
        • Scheduler
        • Other Prebuilt Features
      • Reports and Dashboard
      • Mandatory Preconditions for Using Prebuilt
      • Testing Prebuilt
    • Managing Organization
    • Setting Up Teambox
      • Introduction
      • Routing Rules
      • Teambox
      • Inbox View
      • Organization Hierarchy
      • Analytics
    • Setting Up Smart Replies
      • Introduction
      • Train Module
        • Training Bot Introduction
        • Topics / Categories
        • Intent & Context
        • Question Variations
        • Uploading Bulk Questions
        • Reply with Media Files
        • Personalising Replies
        • Smart Actions
        • Direct URL
        • Fall Back Response
        • Small Talks
        • Testing the Bot
        • Publishing Bot
      • ChatGPT Integration
      • Learn Module
      • Stats Module
      • Deep Linking
      • Settings
    • Smart Reply V2
      • Introduction
      • ChatGPT Integration
      • Train Module
        • Training Bot Introduction
        • Topics / Categories
        • Intent & Context
        • Question Variation
        • Uploading Bulk Questions
        • Reply with Media Files
        • Personalizing Replies
        • Smart Actions
        • Direct URL
        • Fall Back Response
        • Small Talks
        • Publishing Bot
      • Learn Module
      • Stats Module
      • Deep Linking
      • Settings
    • Setting Up Broadcaster
      • Introduction
      • Creating a Campagin
      • Sending Message to WhatsApp Groups
      • Reports
      • Broadcaster V2
        • Introduction
        • Creating Campaign
        • Reports
    • Setting Up Sequence
      • Introduction
      • Creating New Sequence
      • Sequence Stats
      • Subscribe & Unsubscribe
      • Disabling Sequence Message
    • Setting Up Reminder
    • Setting Up Mobile App
    • Setting Up Connector
      • Introduction
      • Getting Started
      • Steps
        • Introduction
        • Filters
        • Delay
        • Iterator
        • Stats
      • Actions
      • Formatter
        • Date & Time
        • Counter
        • Math Calculation
        • Data Parser
        • Convert File
        • Line Items
      • Building Mini App
      • Email Parser
      • Data Storage
      • Simulate Test
      • Connector Logs
    • Email Builder
    • Setting Up Flow Builder
      • Fundamentals (Must Read)
      • Basic Terminology (Must Read)
      • Guide to Building an Effective Chatbot (Must Read)
      • Create, Manage, Test & Publish Flows
      • Triggering a Chatbot Flow
      • Steps
        • Introduction (Must Read)
        • Send Message
        • Ask A Question
        • Filter
        • Save Data
        • Actions
        • Check WhatsApp Session
        • Delay
        • Smart Delay
        • Formatter
        • Splitter
        • Data Lookup
        • Trigger HTTP API
        • Webhook
        • Apps
        • Match Keywords
        • Route to Chatbot
        • End
      • Saving Data into CRM
      • Analytics
      • Integrations
      • Flow Builder logs and conversational logs
      • Chatbot Best Practices, Ideas & FAQ
    • Setting up Modular CRM
      • Fundamentals (Must Read)
      • Guide to Building and Implementing a Modular CRM (Must Read)
      • Create & Manage Data Modules
      • CRM Macro Buttons
      • Adding Records into CRM
      • Data View & Manage Records
      • Task
      • Workflows
      • Funnels
      • Data Import
      • Integrations
    • Setting Up Scheduler
    • Media Gallery
    • Quick Replies
    • Opt-out Settings
    • Blacklist
    • Global Variables
    • Setting Up Ad-On's
      • Setting Up WhatsMail
      • Setting Up Zendesk
      • Setting Up Zapier
      • Setting Up Zoho CRM
        • Getting Started
        • Working with Extension
        • Integrating with Zoho Workflow
        • Lead Assignment Rules
        • Integrating into Custom Modules
        • Connecting Multiple WhatsApp Numbers into Zoho CRM
        • Integrating WhatsApp with Zoho CRM Mobile App
        • Keyboard Shortcuts
      • Setting Up Facebook Lead Adform
      • Facebook Lead Ad form V2
      • Setting Up WhatsApp Web
      • Setting Up Pabbly Connect
      • Setting Up ChatGPT App
    • Google Chrome Extensions
      • Extension for Sending WhatsApp Messages from any Webpage
      • Chrome Extension V2
      • Extension for Zoho CRM & Teambox
    • Managing Profile
      • Two Factor Aunthentication
      • Login History
      • Delete Account
    • Quick Rollout Guide
      • WhatsApp Official Account
    • Developers & Partners Guide for Deep Integration of Picky Assist
  • API Documentation V2
    • Introduction
    • Quick Start Guide 🏃
    • Global Webhook
      • How Webhook Works
      • Webhook Variables
      • Configuring Webhook URL
      • Webhook Request & Response
      • Getting the Conversation Context
      • Testing Your Webhook
    • Event Webhook
      • How Event Webhook Works
      • Event Webhook Variables
      • Configuring Event Webhook URL
      • Event Webhook Sample Request & Response
    • Push API
      • Introduction
      • API Variables
      • Sending Single Message - Push
      • Sending Dynamic Messages – Push
      • Sending Media Attachments – Push
      • Sending Interactive List & Buttons
      • Sending Stickers
      • Sending Bulk Messages - Push
      • Sending Contacts
      • Sending Location
      • Sending WhatsApp Template Messages
        • Introduction
        • Sending WhatsApp Template Text Messages
        • Sending WhatsApp Template Image
        • Sending WhatsApp Template Document
        • Sending WhatsApp Interactive Buttons
        • Sending WhatsApp Limited Time Offer Templates
      • Sending Message to Groups
      • Sending SMS Using SIM Card
      • Sending Message to Facebook Messenger
      • Normal Post Method
      • Delivery Reports
      • Push API Must Read Instructions
      • Testing API Requests
    • WhatsApp Template API
      • Introduction
      • API Variables
      • Template Request API
      • Template Status API
      • Languages
      • Guidelines
    • WhatsApp Group API
      • Introduction
      • API Variables
      • Create Group
      • Set Group Permission
      • Add Group Admin
      • Add Group Members
      • Fetch Group Details
      • Update Group Info
      • Remove Group Members / Admin
      • Generate New Invite Link
      • Group Delete Actions
    • WhatsApp Settings API's
      • WhatsApp Profile API
      • 2 Step Verification
      • WhatsApp Status Update
      • WhatsApp Contact & Group Fetching
    • Device Manage API’s
      • Fetching Device Status API
      • Device Commands API’s
      • WhatsApp Automation Server Status API
    • Account API
      • Fetch Balance
    • Project Management API
      • Introduction
      • Create Project
      • Get Project Details
      • Set / Update Webhook
      • Create API Token
      • Manage API Token
      • Change Billing Plan
      • Fetch Account Balance
      • Country Code & Timezones
    • References
      • Status & Error Codes
      • Most Frequent Issues & Solutions
      • Formating & Sending Emojis 😊
      • Postman Collection for Picky Assist API's
      • High Volume Messaging Bots - WhatsApp
    • Sample Codes
      • PHP
      • Python
      • Node JS
      • Ruby
      • Java
      • ASP.NET Using C#
      • Javascript
      • Go
      • Swift
      • C
      • C#
      • Objective C
  • General Guidelines
    • Billing
    • Adding Money Into Account
    • Rate Limits
    • Character Limits WhatsApp
    • Best Practices for Media Handling
    • Roadmap
    • Features In the Early Beta Version
  • Changelog
    • 2021
      • February 2021
      • March 2021
      • April 2021
      • May 2021
      • June 2021
    • 2020
      • February 2020
      • March 2020
      • April 2020
      • May 2020
      • June 2020
      • September 2020
      • October 2020
    • 2019
      • November 2019
      • October 2019
      • August 2019
      • September 2019
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On this page
  • Working with Extension
  • Live Chat from Zoho Modules using WhatsApp as Channel.
  • 2. Sending Personalised Bulk WhatsApp Messages
  • More Settings & Features
  • 1. Automatically Create New Leads or Contacts
  • 2. Incoming Number Formatting
  • 3. Formatting Outgoing Messages
  • 4. Personalising Messages
  • 5. Attaching Images, Videos & Documents
  • 6. Switching Multiple Mobile Numbers
  • 7. Switching between Channels
  • 8. Disable/Enable Notifications (Sales Signal)
  • 9. Disable/Enable the Extension
  • 10. Whisper or Internal Note
  • 11. Quick Replies

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  1. Setting Up Guide
  2. Setting Up Ad-On's
  3. Setting Up Zoho CRM

Working with Extension

Step by step instruction to get start with Zoho CRM Extension

PreviousGetting StartedNextIntegrating with Zoho Workflow

Last updated 2 years ago

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Working with Extension

The extension is integrated into Zoho CRM below modules

Live Chat from Zoho Modules using WhatsApp as Channel.

This helps you to real-time chat with customers through WhatsApp within your Zoho CRM from below pre-built or custom modules

Module Name

Field Name

Leads

mobile / phone

Contacts

mobile / phone

Deals

This will make use of the Connected "Account Module" or "Contact" module phone / mobile field

Invoice

This will make use of the Connected Account Module "phone" field

Accounts

This will use "phone" field

Custom Modules

For custom modules we will make use of "Custom Buttons" to open chat widget, it works only with Zoho Enterprise , Ultimate & Zoho One plans.

2. Sending Personalised Bulk WhatsApp Messages

This allows you to send bulk personalized messages from any modules, just filter the number of contacts you want to send then draft your message and click on the send button.

More Settings & Features

We have the following settings and features as well which can be configured as per your business requirments

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 whether the system should lookup for duplicate numbers in the Leads & Contacts module or not, for this you can tick the "Lookup Contact & Lead Module" field, once enabled this we will lookup for both Lead & Contact module for duplicate numbers, if no number is found then only a record is created.

  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"

2. Incoming Number Formatting

This feature helps you to add or remove certain values from the incoming WhatsApp number, for example if you want to add + while saving the number into your Zoho CRM then you can use Add and input plus as prefix as shown below;

Please note the above settings will append + to the starting of all incoming numbers while saving into Zoho CRM

Similarly, you can remove the country code or certain values as per your requirements from an incoming number, please note without the country code you will not able to send WhatsApp Messages out.

3. 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 👇

4. 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 👇

Use keyboard shortcut {{ to open the attribute section.

5. 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 organization.

6. 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.

Please make sure the WhatsApp number is saved with the country code.

7. Switching between Channels

Switching between channels helps you to send a message from a specific channel, this works only if the channels are enabled for the the Zoho CRM and necessary permission is granted to the Zoho CRM User

8. Disable/Enable Notifications (Sales Signal)

By default the record owner will get the notification in the Zoho CRM when new messages come 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 notifications to all Zoho CRM Users.

Kindly note by default Zoho sends notifications (Sales Signal) when a new message comes only to the Record Owner and works only with the Lead & Contact Module

9. Disable/Enable the Extension

If you want to temporarily 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 the chat widget for all Zoho CRM Users, sales signal and new lead allocation will work as usual.

10. Whisper or Internal Note

This feature has multiple uses as below 👇

  1. Can be used to take internal notes while chatting.

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

  3. Can be used for internal training purposes.

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

11. 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 them into a conversation.

We have a keyboard shortcut to search and insert quick replies 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.

Automatically Create New Leads or Contacts
Incoming Number Formatting
Formatting Outgoing Messages.
Personalising Messages.
Attaching Images, Videos & Documents.
Switching Multiple Mobile Numbers.
Switching between Channels.
Disable/Enable Notifications (Sales Signal).
Disable/Enable the Extension
Whisper or Internal Note
Quick Replies