Initiate a New Conversation

You can initiate a new conversation using an existing Zoho CRM customer record or type in a Number directly without adding the same in Zoho CRM.

To initiate a message with a customer, whose record is available in Zoho CRM, follow the below steps –

  1. Select Zoho CRM Module to which the customer record belongs
  2. Select the Phone field, the field which has the phone number/mobile number of the customer, in the selected Module
  3. Type in your name in the Full Name field. (Customer suggestions are displayed while typing a name)
  4. Select the Country Code (ISD Code) from the dropdown and type in the Number. For example, Select 1 for USA and type in 85********. (This is auto-populated if a Customer record is selected from existing Zoho CRM records)
  5. Select Sender ID
  6. Type in a Message or use pre-defined Templates to converse.  You can search from the available Conversation type templates for the selected Channel.
  7. You can add Media files and Emoticons to your message
  8. Click on the ’Send’ button
If you are initiating a conversation with a customer via WhatsApp channel, you can send a registered WhatsApp template. Make sure that you have already uploaded the consent of the customer in Consent Management.

If you send a custom message or select a non-registered WhatsApp template, you can get an error in case the Customer Care Window of 24hours with that customer is closed.

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Important Announcement!

URGENT! Please register the 10-digit business phone number (e.g. 555-555-5555) that your organization uses to send texts to consumers in the U.S. Failure to register may cause heavy penalties and disruption to all your text messaging communications.