WhatsApp - Zoho Books Integration | Help

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class="sub-menu nav nav-stacked" > <li > <a href="/books/help/web-tabs/">Introduction - Web Tabs</a> </li> </ul> </li> </ul> </div> <div class="help-content " id="content"> <div class="product-logo to-print"><img src="/books/kb/images/books.png"/></div> <div id="searchbox-in-help-container"></div> <hr> <div class="side-grid no-print"><h5 id="in-this-page">IN THIS PAGE…</h5> <ul> <li><a href="/books/help/integrations/whatsapp-integration.html#WhatsApp-Integration">WhatsApp Integration</a></li> <li><a href="/books/help/integrations/whatsapp-integration.html#Connect-to-WhatsApp">Connect to WhatsApp</a></li> <li><a href="/books/help/integrations/whatsapp-integration.html#Configure-Templates">Configure Templates</a> <ul> <li><a href="/books/help/integrations/whatsapp-integration.html#Create-Templates">Create Templates</a></li> <li><a href="/books/help/integrations/whatsapp-integration.html#Template-Approval">Template Approval</a></li> <li><a href="/books/help/integrations/whatsapp-integration.html#Other-Actions">Other Actions</a> <ul> <li><a href="/books/help/integrations/whatsapp-integration.html#Clone-Template">Clone Template</a></li> <li><a href="/books/help/integrations/whatsapp-integration.html#Set-Template-as-Default">Set Template as Default</a></li> <li><a href="/books/help/integrations/whatsapp-integration.html#Delete-Template">Delete Template</a></li> </ul> </li> </ul> </li> <li><a href="/books/help/integrations/whatsapp-integration.html#Enable-WhatsApp">Enable WhatsApp</a> <ul> <li><a href="/books/help/integrations/whatsapp-integration.html#Enable-WhatsApp-for-Sales-Transactions">Enable WhatsApp for Sales Transactions</a></li> <li><a href="/books/help/integrations/whatsapp-integration.html#Enable-WhatsApp-for-Customers-and-Contact-Persons">Enable WhatsApp for Customers and Contact Persons</a></li> <li><a href="/books/help/integrations/whatsapp-integration.html#Enable-WhatsApp-for-Customers-in-Bulk">Enable WhatsApp for Customers in Bulk</a></li> </ul> </li> <li><a href="/books/help/integrations/whatsapp-integration.html#Manage-WhatsApp-Credits">Manage WhatsApp Credits</a> <ul> <li><a href="/books/help/integrations/whatsapp-integration.html#WhatsApp-Credits">WhatsApp Instant Messaging (IM) Credits</a></li> <li><a href="/books/help/integrations/whatsapp-integration.html#Buy-Credits">Buy IM Credits</a></li> <li><a href="/books/help/integrations/whatsapp-integration.html#im-report">IM Credits Usage Report</a></li> <li><a href="/books/help/integrations/whatsapp-integration.html#notification-report">WhatsApp Notification Report</a></li> </ul> </li> <li><a href="/books/help/integrations/whatsapp-integration.html#Send-Notifications-through-WhatsApp">Send Notifications through WhatsApp</a> <ul> <li><a href="/books/help/integrations/whatsapp-integration.html#Send-Invoice-Notifications">Send Invoice Notifications</a></li> <li><a href="/books/help/integrations/whatsapp-integration.html#Send-Reminders-on-WhatsApp">Send Reminders on WhatsApp</a></li> <li><a href="/books/help/integrations/whatsapp-integration.html#Send-Payment-Receipts">Send Payment Receipts</a></li> <li><a href="/books/help/integrations/whatsapp-integration.html#Send-Customer-Notifications">Send Customer Notifications</a></li> <li><a href="/books/help/integrations/whatsapp-integration.html#Sending-Bulk-WhatsApp-Notifications">Sending Bulk WhatsApp Notifications</a></li> <li><a href="/books/help/integrations/whatsapp-integration.html#View-Sent-WhatsApp-Notifications">View Sent WhatsApp Notifications</a> <ul> <li><a href="/books/help/integrations/whatsapp-integration.html#At-Transaction-Level">At Transaction Level</a></li> <li><a href="/books/help/integrations/whatsapp-integration.html#At-Customer-Level">At Customer Level</a></li> <li><a href="/books/help/integrations/whatsapp-integration.html#At-Organisation-Level">At Organisation Level</a></li> </ul> </li> <li><a href="/books/help/integrations/whatsapp-integration.html#Get-Notified-for-Incoming-WhatsApp-Messages">Get Notified for Incoming WhatsApp Messages</a></li> </ul> </li> <li><a href="/books/help/integrations/whatsapp-integration.html#Chat-with-the-Customer">Chat with the Customer</a> <ul> <li><a href="/books/help/integrations/whatsapp-integration.html#Take-Over-Customer-Chat">Take Over Customer Chat</a></li> <li><a href="/books/help/integrations/whatsapp-integration.html#Common-Chat-Window">Common Chat Window</a></li> </ul> </li> <li><a href="/books/help/integrations/whatsapp-integration.html#Other-Actions-2">Other Actions</a> <ul> <li><a href="/books/help/integrations/whatsapp-integration.html#Create-Workflow-Actions">Create Workflow Actions</a></li> <li><a href="/books/help/integrations/whatsapp-integration.html#Mark-WhatsApp-Inactive">Mark WhatsApp Inactive</a></li> <li><a href="/books/help/integrations/whatsapp-integration.html#Change-Default-WhatsApp-Number">Change Default WhatsApp Number</a></li> <li><a href="/books/help/integrations/whatsapp-integration.html#Change-WhatsApp-Business-Account">Change WhatsApp Business Account</a></li> </ul> </li> </ul> </div> <h1 id="WhatsApp-Integration">Integrate Zoho Books with WhatsApp</h1> <p>Using WhatsApp for customer communication offers an easy way to send messages with a personalized touch. Integrating WhatsApp into Zoho Books keeps your customers informed regarding their invoices, sales orders, payment receipts, customer statements, estimates, retainer invoices, credit notes, and sales receipts.</p> <p>After enabling WhatsApp, you will have to buy credits to send notifications to your customers. <a href="/books/help/integrations/whatsapp-integration.html#Manage-WhatsApp-Credits">Learn more about WhatsApp Credits</a>.</p> <div class="tips-prerequisites"><div class="tips-prerequisites-img"></div> <p><b>Prerequisites:</b> <br> <br> Once you set up this integration, Zoho will become your Business Service Provider (BSP). Ensure that your WhatsApp Business account is not associated with other BSPs. <br> <br> The phone number you want to use to set up this integration must be valid and owned by you. If it is associated with any other BSPs, WhatsApp Personal or WhatsApp Business accounts, you may lose your existing chats. <br><br> You should have a verified Facebook Business Manager account.</p> </div> <h2 id="Connect-to-WhatsApp">Connect to WhatsApp</h2> <p>To send WhatsApp notifications to your customers, you must connect Zoho Books to WhatsApp first. Here’s how:</p> <ul> <li> <p>Go to <em>Settings</em> and then <em>Integrations & Marketplace.</em></p> </li> <li> <p>Navigate to <em>WhatsApp</em> and click <strong>Connect</strong> near聽<em>WhatsApp Business</em>.</p> <img alt="Connect WhatsApp" src="/books/help/images/integrations/whatsapp/whatsapp-connect.png" width="624" /> <p>In case you have an existing WhatsApp Business account, the <em>Set up</em> <em>WhatsApp Business</em> pop-up will appear.</p> </li> <li> <p>Click <strong>Use the existing WhatsApp Business account registered with Zoho</strong> and select the account from the dropdown to continue using the existing WhatsApp account that is integrated with other Zoho apps. (or)</p> </li> <li> <p>Click <strong>Connect a new WhatsApp Business account with Zoho</strong> to connect a new WhatsApp Business account.</p> <img alt="Set up WhatsApp Business" src="/books/help/images/integrations/whatsapp/setup-whatsapp-business.png" width="624" /> </li> <li> <p>Click <strong>Continue</strong>.</p> </li> <li> <p>Read and agree to the terms in the <em>Connect WhatsApp with Zoho Books</em> pop-up.</p> </li> <li> <p>Click <strong>Connect WhatsApp</strong> and you will be redirected to the <em>Facebook Login</em> page.聽聽聽</p> <img alt="WhatsApp Prerequisites" src="/books/help/images/integrations/whatsapp/whatsapp-prerequisites.png" width="424" /> </li> <li> <p>Enter the registered <em>Email Address or Phone Number and Password</em> and click <strong>Log in</strong>.</p> <img alt="Facebook Login" src="/books/help/images/integrations/whatsapp/facebook-login.png" width="524" /> </li> </ul> <div class="tips-insight"><div class="tips-insight-img"></div> <p><b>Insight:</b> If you don’t have a Facebook account, create one by clicking <strong>Create New Account</strong>.</p> </div> <ul> <li> <p>Verify your account and click <strong>Continue as ‘Your Account Name’</strong> on the next page. If you want to log in with another account, click <strong>Log in to another account</strong>.</p> <img alt="Continue Logging In" src="/books/help/images/integrations/whatsapp/continue-as-zylker-business.png" width="424" /> </li> <li> <p>Read through all the <em>WhatsApp Business Terms of Service</em> and the <em>Meta Terms of Service</em> and click <strong>Get Started</strong>.</p> <img alt="WhatsApp Get Started" src="/books/help/images/integrations/whatsapp/whatsapp-get-started.png" width="424" /> </li> <li> <p>Fill in your <em>Business Details</em> and click <strong>Next</strong>.</p> <img alt="WhatsApp Business Information" src="/books/help/images/integrations/whatsapp/whatsapp-business-info.png" width="424" /> </li> <li> <p>Select a <strong>WhatsApp Business account</strong> and <strong>WhatsApp Business Profile</strong> on the following page.</p> </li> </ul> <div class="tips-insight"><div class="tips-insight-img"></div> <p><b>Insight:</b> If you don’t have one, select <strong>Create a WhatsApp Business account</strong> and <strong>Create a new WhatsApp Business Profile</strong> from the dropdown.</p> </div> <ul> <li> <p>Click <strong>Next</strong>聽and click <strong>Finish</strong> on the page that follows.</p> <img alt="Select WhatsApp Business Account" src="/books/help/images/integrations/whatsapp/whatsapp-business-info-2.png" width="424" /> <img alt="WhatsApp - Get Started" src="/books/help/images/integrations/whatsapp/whatsapp-finish.png" width="424" /> </li> </ul> <p>Your Zoho Books organisation will be connected with WhatsApp.</p> <ul> <li> <p>Click <strong>Continue</strong> in the <em>Connected to WhatsApp</em> pop-up.</p> <img alt="Connected to WhatsApp" src="/books/help/images/integrations/whatsapp/connected-to-whatsapp.png" width="424" /> </li> <li> <p>Check the Default WhatsApp Number from which the WhatsApp messages will be sent to your customers and click <strong>Continue</strong>.</p> <img alt="Create WhatsApp Channel" src="/books/help/images/integrations/whatsapp/create-whatsapp-channel.png" width="424" /> </li> </ul> <p>You can either buy credits in the next step or also do it once you have created templates for WhatsApp notifications.</p> <h2 id="Configure-Templates">Configure聽Templates</h2> <p>To send notifications through WhatsApp, create a template in Zoho Books and get it approved by the WhatsApp Business team.</p> <h3 id="Create-Templates">Create Templates</h3> <p>To create a template:</p> <ul> <li>Go to <strong>Settings</strong>.</li> <li>Select <strong>WhatsApp</strong> under <em>Integrations & Marketplace</em>.</li> <li>In the <em>Message Templates</em> section, select the respective module (for example, <strong>Customers</strong>) for which you want to create a template.</li> <li>In the next page, click <strong>+ New Template</strong> in the top right corner.</li> <li>In the <em>Create WhatsApp Template</em> page, fill in the following details: <ul> <li>Enter the <strong>Template Name</strong>, and select the required <strong>Template Category</strong>. The <em>Template Category</em> could either be <strong>Utility</strong> or <strong>Marketing</strong>.聽Learn more about <a href="https://developers.facebook.com/docs/whatsapp/updates-to-pricing/new-template-guidelines/#template-categorization" target="_blank">Template Categorization</a>.</li> <li>Enter the content to be included in the <em>Header</em> section, or select <strong>Attachment Message</strong> as the <em>Message Type</em>, and select the required <strong>Attachment Type</strong>. The available attachment types are <strong>Dynamic</strong> and <strong>Static</strong>. <ul> <li>If you’ve selected the <strong>Dynamic</strong> attachment type, the transaction related document will be automatically sent to the contact persons.</li> <li>If you’ve selected the <strong>Static</strong> attachment type, upload the required Attachment you wish to include in the message template. Note that you can create static message templates only for the <strong>Customers</strong> module.</li> </ul> </li> <li>Click the dropdown next to <em>Language</em> to select the preferred language in which you can send messages to your contact persons.</li> <li>Edit the content under the <em>Message Content</em> field if required. You can insert placeholders by clicking the dropdown next to <strong>Insert Placeholders</strong>.</li> <li>Enter the content to be included in the <em>Footer</em> section.</li> <li>In the <em>Call-to-Action Buttons</em> section, enter the <strong>Button Text</strong>, select the required <strong>Type</strong> (phone number or URL), and enter the <strong>Value</strong> of the CTA. Click <strong>+ New Button</strong> to include additional CTAs in your template. You can create upto two CTAs for a message template.</li> <li>Click <strong>Save</strong>.</li> </ul> </li> </ul> <p>The template will be created and sent for approval to Meta. Once Meta approves your template, you can use it to send notifications to your contact persons.</p> <div class="tips-note"><div class="tips-note-img"></div> <p><b>Note: </b> Here are some points to keep in mind while you create a WhatsApp message template:</p> <ul> <li>You can include a header if required for the <strong>Text Only Message</strong> type, or include attachments for the <strong>Attachment Message</strong> type.</li> <li>You can either use static or dynamic attachments in your message template.</li> <li>You can only use one placeholder in the Header field.</li> <li>You cannot use any placeholders in the Footer field.</li> <li>The footer should have only one line of text and should not contain any emojis.</li> <li>When you add CTAs to the message template, you can include one URL, one phone number, or both.</li> </ul> </div> <h3 id="Template-Approval">Template Approval</h3> <p>Once you create a template, it will be sent for approval. It can take up to 24 hours for the WhatsApp team to approve it. The status of the approval will be displayed聽on the list page.</p> <img alt="Template Approval" src="/books/help/images/integrations/whatsapp/template-approval.png" width="624" /> <p>A template can have the following statuses:聽</p> <table> <thead> <tr> <th>Status</th> <th>Description</th> </tr> </thead> <tbody> <tr> <td>Approved</td> <td>The WhatsApp Business team approved the template and it can be sent to customers.</td> </tr> <tr> <td>Rejected</td> <td>The WhatsApp Business team rejected the template. Edit and resumbit the template for approval. <a href="https://developers.facebook.com/docs/whatsapp/message-templates/guidelines/#common-rejection-reasons" target="_blank">Learn why templates get rejected</a>.</td> </tr> <tr> <td>Pending Approval</td> <td>The template has been sent to the WhatsApp Business team and is awaiting approval. It could take upto 24 hours for the status to be updated.</td> </tr> <tr> <td>Deletion in Progress</td> <td>The WhatsApp Business team is evaluating your request to delete a template.</td> </tr> <tr> <td>Deletion Failed</td> <td>The template was not deleted due to network issues. Initiate the delete process once again.</td> </tr> <tr> <td>Deleted</td> <td>The WhatsApp Business team has deleted the template. This action cannot be undone.</td> </tr> </tbody> </table> <h3 id="Other-Actions">Other Actions</h3> <h4 id="Clone-Template">Clone Template</h4> <p>If you want to create a template similar to an existing template, you can clone it. Here’s how:</p> <ul> <li> <p>Go to <em>Settings</em>, navigate to <em>Integrations & Marketplace,</em> and click <strong>WhatsApp</strong>.</p> </li> <li> <p>Select the module under <em>Message Templates</em>.</p> </li> <li> <p>Click the <strong>More</strong> icon next to the template you want to clone and select <strong>Clone</strong>.</p> <img alt="Clone Template" src="/books/help/images/integrations/whatsapp/clone-invoice-template.png" width="624" /> </li> <li> <p>Edit the necessary details in the following <em>Clone WhatsApp Template</em> pop-up, and click <strong>Save</strong>.</p> <img alt="Clone Template" src="/books/help/images/integrations/whatsapp/clone-invoice-template2.png" width="624" /> </li> </ul> <p>The new cloned template will be sent for approval to the WhatsApp Business team and can be used once approved.</p> <h4 id="Set-Template-as-Default">Set Template as Default</h4> <p>If you want a template as your default choice, you can set that template as default. To do so:</p> <ul> <li> <p>Go to <em>Settings</em>, navigate to <em>Integrations & Marketplace,</em> and click <strong>WhatsApp</strong>.</p> </li> <li> <p>Select the module under <em>Message Templates</em>.</p> </li> <li> <p>Click the <strong>More</strong> icon next to the preferred template and select <strong>Set As Default</strong>.</p> <img alt="Set Default Template" src="/books/help/images/integrations/whatsapp/set-as-default.png" width="624" /> </li> </ul> <p>The default template will be auto-populated in the <em>Template Name</em> field when you try to send WhatsApp notifications.</p> <h4 id="Delete-Template">Delete Template</h4> <p>You can delete a WhatsApp template if you do not require it.</p> <div class="tips-warning"><div class="tips-warning-img"></div> <p><b>Warning:</b> Deleting a template is permanent and cannot be undone. However, you can create a new template again and send it to the WhatsApp Business team for approval.</p> </div> <p>To delete a template:</p> <ul> <li>Go to <em>Settings</em>, navigate to <em>Integrations & Marketplace,</em> and click <strong>WhatsApp</strong>.</li> <li>Select the module under <em>Message Templates</em>.</li> <li>Click the <strong>More</strong> icon next to the template that you want to delete.</li> <li>Click <strong>Delete</strong> from the dropdown to proceed.</li> </ul> <p>A request will be sent to the WhatsApp Business team to delete the template, which will subsequently be deleted.</p> <img alt="Delete Template" src="/books/help/images/integrations/whatsapp/delete-template.png" width="624" /> <h2 id="Enable-WhatsApp">Enable WhatsApp</h2> <h3 id="Enable-WhatsApp-for-Sales-Transactions">Enable WhatsApp for Sales Transactions</h3> <p>Once you set up templates, enable the modules for which you’d like to send WhatsApp notifications. To do this:聽</p> <ul> <li> <p>Go to <em>Settings</em>, navigate to <em>Integrations & Marketplace,</em> and click <strong>WhatsApp</strong>.</p> </li> <li> <p>Slide the toggle button next to the respective modules.</p> <img alt="Enable Template" src="/books/help/images/integrations/whatsapp/enable-whatsapp-template.png" width="624" /> </li> </ul> <p>You’ll be able to send notifications through WhatsApp for the modules that you’ve enabled.</p> <h3 id="Enable-WhatsApp-for-Customers-and-Contact-Persons">Enable WhatsApp for Customers and Contact Persons</h3> <p>To send notifications to your customers through WhatsApp, you’ll have to enable WhatsApp for them. Here’s how:</p> <ul> <li> <p>Go to <em>Sales</em> on the left sidebar and select <strong>Customers</strong>.</p> </li> <li> <p>Select the customer for whom you want to enable WhatsApp messaging.</p> <p><strong>To enable it for the primary contact:</strong></p> <p>Click <strong>Edit</strong> in the <em>Overview</em> section.</p> <img alt="Enable Primary Contact " src="/books/help/images/integrations/whatsapp/enable-primary-contact.png" width="624" /> <p>(or)<br> <strong>To enable it for the contact person:</strong></p> <p>Scroll down and click the <strong>Gear icon</strong> next to the contact person and select <strong>Edit</strong>.</p> <img alt="Enable Contact Person " src="/books/help/images/integrations/whatsapp/enable-contact-person.png" width="624" /> </li> <li> <p>Ensure that the customer’s phone number is right and begins with a proper country code.</p> </li> <li> <p>Mark聽the option <strong>WhatsApp</strong> under <em>Communication Channels</em>.</p> <img alt="Enable WhatsApp Communication Channel" src="/books/help/images/integrations/whatsapp/enable-whatsapp-communication-channel.png" width="524" /> </li> <li> <p>Click <strong>Save</strong>, and WhatsApp will be enabled for the primary contact or contact person.</p> </li> </ul> <h3 id="Enable-WhatsApp-for-Customers-in-Bulk">Enable WhatsApp for Customers in Bulk</h3> <p>You can enable WhatsApp messaging for contacts in bulk in two ways. You can do it for:聽</p> <ul> <li>All primary contacts and contact persons</li> <li>Specific primary contacts and contact persons</li> </ul> <p><strong>To enable it for all the primary contacts and contact persons:</strong></p> <ul> <li> <p>Go to <em>Settings</em>, navigate to <em>Integrations & Marketplace,</em> and click <strong>WhatsApp</strong>.</p> </li> <li> <p>Click <strong>Update Communication Preference</strong> on the right, next to the gear icon.</p> <img alt="Update Communication Preference" src="/books/help/images/integrations/whatsapp/update-communication-pref1.png" width="624" /> </li> <li> <p>In the pop-up that follows, click:</p> <ul> <li><strong>Only Primary Contacts</strong> if you want to send WhatsApp notifications only to the primary contacts.</li> <li><strong>All Contacts and Contact Persons</strong> if you want to send WhatsApp notifications to聽all contact persons, including the primary contact.</li> </ul> <img alt="Update Communication Preference" src="/books/help/images/integrations/whatsapp/update-communication-pref2.png" width="624" /> </li> <li> <p>Click <strong>Save</strong>.</p> </li> </ul> <p><strong>To enable it for specific primary contacts and contact persons:</strong></p> <ul> <li> <p>Navigate to <strong>Customers</strong> under <em>Sales</em>.</p> </li> <li> <p>Select the customers you want to send notifications via WhatsApp聽and click <strong>Configure Communication Preferences</strong> at the top.</p> <img alt="Configure Communication Preferences" src="/books/help/images/integrations/whatsapp/configure-communication-preferences.png" width="624" /> </li> <li> <p>Configure the default recipients for the WhatsApp聽channel type in the pop-up that follows.</p> <img alt="Configure Communication Preferences Popup" src="/books/help/images/integrations/whatsapp/configure-communication-preferences-pop-up.png" width="624" /> </li> <li> <p>Click <strong>Save</strong>.</p> </li> </ul> <p>The WhatsApp notification will now be sent to the selected contacts.</p> <h2 id="Manage-WhatsApp-Credits">Manage WhatsApp Credits</h2> <h3 id="WhatsApp-Credits">WhatsApp Instant Messaging (IM) Credits</h3> <p>Once you enable WhatsApp in your Zoho Books organization and create templates, you’ll have to purchase IM (Instant Messaging) credits to send notifications through your WhatsApp Business account. <a href="/books/help/integrations/how-credits-work.html" target="_blank">Learn more about how credits work.</a></p> <h3 id="Buy-Credits">Buy IM Credits</h3> <p>To buy WhatsApp IM credits in Zoho Books:</p> <ul> <li>Go to <strong>Settings</strong>.</li> <li>Select <strong>WhatsApp</strong> under <em>Integrations and Marketplace</em>.</li> <li>Click <strong>Buy IM Credits</strong> at the top of the WhatsApp configuration page.</li> <li>In the <em>Buy IM (Instant Messaging) Credits</em> pop-up, enter the number of IM credits you want to purchase. The price for one IM credit will be displayed next to the field.</li> <li>Click <strong>Calculate Payment</strong>. The total amount (including tax) will be displayed.</li> <li>Click <strong>Make Payment</strong>.</li> </ul> <p>You’ll be redirected to the payment gateway, where you can make payment for the IM credits you want to purchase. Once done, the credits will be added to your organization. You can also buy credits from the <a href="https://store.zoho.com/html/store/home.html" target="_blank">Zoho Store</a>.</p> <div class="tips-note"><div class="tps-note-img"></div> <p><b>Note: </b>The amount used to purchase IM credits for WhatsApp may vary, depending on the currency you use for the purchase.</p> </div> <h3 id="im-report">IM Credits Usage Report</h3> <p>In Zoho Books, you can view and keep track of your IM (Instant Messaging) credits usage directly from the <strong>Reports</strong> module. This helps you monitor and manage your IM credits efficiently.</p> <p>To view the IM Credits Usage report:</p> <ul> <li>Go to <strong>Reports</strong> on the left sidebar.</li> <li>Select <strong>IM Credits Usage</strong> under <em>Activity</em>.</li> </ul> <p>You can view the details of the IM credits you had used for your WhatsApp Business account.</p> <h3 id="notification-report">WhatsApp Notifications Report</h3> <p>In Zoho Books, you can view and monitor the messages you send your customers from your WhatsApp Business account. This allows you to keep track of the type of notifications sent to your customer and its status.</p> <p>To view the WhatsApp Notifications report:</p> <ul> <li>Go to <strong>Reports</strong> on the left sidebar.</li> <li>Select <strong>WhatsApp Notifications</strong> under <em>Activity</em>.</li> </ul> <p>You can view the details of the notifications sent to your customers. You can also customize this report. Here’s how:</p> <ul> <li>In the <em>WhatsApp Notifications</em> page, select the <strong>Date Range</strong> for which you want to generate the customized report.</li> <li>Click <strong>+ More Filters</strong> at the top of the page.</li> <li>In the pop-up that appears, apply the required filters and click <strong>Run Report</strong>.</li> </ul> <p>The custom report will be generated, based on chosen preferences. Subsequently, you can view the original report again. You can also schedule, export, or share the custom report.</p> <h2 id="Send-Notifications-through-WhatsApp">Send Notifications through WhatsApp</h2> <h3 id="Send-Invoice-Notifications">Send Invoice Notifications</h3> <ul> <li> <p>Go to <em>Sales</em> and select <strong>Invoices.</strong>聽</p> </li> <li> <p>Click <strong>+ New</strong> at the top-right corner and enter聽the necessary details.</p> </li> <li> <p>Select the contact persons to whom you want to share the invoice details from the聽<em>Share invoice with</em> dropdown and click <strong>Save and Send</strong>.</p> <img alt="Share Invoice with drop-down" src="/books/help/images/integrations/whatsapp/share-invoice-with.png" width="624" /> </li> <li> <p>In the screen that follows, verify the <em>Message Template</em> and <em>Contacts</em>, and click <strong>Send</strong>.</p> <img alt="Send WhatsApp Message Invoice Template" src="/books/help/images/integrations/whatsapp/send-whatsapp-invoice.png" width="624" /> </li> </ul> <p>The invoice notification will be sent to the respective contacts.聽聽</p> <p>To send a WhatsApp notification for existing invoices:</p> <ul> <li> <p>Go to <em>Sales</em> and navigate to <strong>Invoices</strong>.聽聽聽</p> </li> <li> <p>Select the invoice for which you want to share the invoice details.</p> </li> <li> <p>Select聽<strong>WhatsApp Message</strong>聽from the <em>Send</em> dropdown.</p> <img alt="Send Customer Notifications" src="/books/help/images/integrations/whatsapp/send-existing-invoice.png" width="624" /> </li> <li> <p>The contact person and the message template will be auto-populated in the following <em>Send WhatsApp Message</em> pop-up.</p> </li> <li> <p>Click <strong>Send.</strong></p> </li> </ul> <p>The invoice details will be sent to the respective contact person via WhatsApp. Similarly, you can send notifications for Sales Orders, Estimates, Retainer Invoices, and Sales Receipts.</p> <h3 id="Send-Reminders-on-WhatsApp">Send Reminders on WhatsApp</h3> <p>To send reminders on WhatsApp, you should create a template for Payment Reminders. To do this:</p> <ul> <li> <p>Go to <strong>Settings</strong>, navigate to <em>Integrations & Marketplace,</em> and click <strong>WhatsApp</strong>.</p> </li> <li> <p><a href="https://www.zoho.com/sa/books/help/integrations/whatsapp-integration.html#Create-Templates" target="_blank">Create a template</a> for this module.</p> </li> <li> <p>Once the template is approved from Meta’s end, slide the toggle button next to <em>WhatsApp Templates for Payment Reminders</em> to enable it.</p> <img alt="Payment Reminders" src="/books/help/images/integrations/whatsapp/payment_reminders.png" width="524" /> </li> </ul> <p>Now you will be able to use this template and send payment reminders on WhatsApp.</p> <p>To send payment reminders on WhatsApp:</p> <ul> <li> <p>Go to <em>Invoices</em> on the left sidebar.</p> </li> <li> <p>Select the invoice for which you want to send the Payment Reminder notification.</p> </li> <li> <p>Click <strong>Reminders</strong> and select <strong>Send WhatsApp Message</strong> from the dropdown.</p> <img alt="Reminders - Send Dropdown" src="/books/help/images/integrations/whatsapp/reminders_send_dropdown.png" width="624" /> </li> <li> <p>Select the <em>Message Template</em> in the pop-up that follows and click <strong>Send</strong>.</p> <img alt="Send Payment Reminders" src="/books/help/images/integrations/whatsapp/send_payment_reminders.png" width="624" /> </li> </ul> <p>The payment reminder notification will be sent to the customer via WhatsApp.</p> <p>To send payment reminders in bulk:</p> <ul> <li> <p>Select the overdue invoices.</p> </li> <li> <p>Click <strong>Reminders</strong> and select <strong>Send WhatsApp Message</strong>.</p> <img alt="Bulk Payment Reminders" src="/books/help/images/integrations/whatsapp/bulk-payment-reminders.png" width="624" /> </li> <li> <p>Select the <em>Message Template</em> in the pop-up that follows and click <strong>Send.</strong></p> </li> </ul> <p>The payment reminder notifications for the selected overdue invoices will be initiated, and you will be notified once they are sent to the customers.</p> <p>You can also send automated payment reminder notifications through WhatsApp. Here’s how:</p> <ul> <li> <p>Go to <strong>Settings</strong>, navigate to <em>Reminders & Notifications,</em> and select <strong>Reminders</strong>.</p> </li> <li> <p>In the <em>Automated Reminders</em> section, slide the toggle under <em>the Reminders Based on Due Date</em> section for the reminders that you want to send to your customers.</p> <img alt="Automated Reminders Due Date" src="/books/help/images/integrations/whatsapp/reminders_due_date.png" width="524" /> </li> <li> <p>In the next pop-up, switch to the <em>WhatsApp</em> tab.</p> <img alt="Automated Reminders" src="/books/help/images/integrations/whatsapp/whatsapp_automated_reminders.png" width="524" /> </li> <li> <p>Slide the <em>Enable WhatsApp notification for this reminder</em> toggle.</p> </li> <li> <p>Select the <strong>Message Template</strong> for the notification.</p> <img alt="Automated Reminders" src="/books/help/images/integrations/whatsapp/whatsapp_automated_reminders_2.png" width="524" /> </li> <li> <p>Click <strong>Save</strong>.</p> </li> </ul> <p>The automated reminders will be sent to the selected customers through WhatsApp.</p> <div class="tips-note"><div class="tips-note-img"></div> <p><b>Note:</b> The Automatic Reminders will be sent to the customers only if WhatsApp Communication Channel is enabled at the customer and transaction level.</p> </div> <h3 id="Send-Payment-Receipts">Send Payment Receipts</h3> <ul> <li> <p>聽Go to <em>Sales</em> and select <strong>Payments Received</strong>.</p> </li> <li> <p>聽Click <strong>New</strong>聽at the top-right corner and enter all the necessary details.</p> <img alt="Record Payment" src="/books/help/images/integrations/whatsapp/record-payment.png" width="624" /> </li> <li> <p>Select the contact person to whom you want to share the payment receipt details from the <em>Share payment receipt with</em> dropdown.</p> <img alt="Record Payment" src="/books/help/images/integrations/whatsapp/record-payment2.png" width="624" /> </li> <li> <p>Click <strong>Save</strong>, and the WhatsApp notification with the payment receipt details of the payment amount and the invoice number will be sent to the respective contact person.</p> </li> </ul> <p>To share existing payment receipts via WhatsApp:</p> <ul> <li> <p>Go to <em>Sales</em> and navigate to <strong>Payments Received</strong>.</p> </li> <li> <p>Select the payment for which you want to share the payment receipt.</p> </li> <li> <p>Click the dropdown next to <strong>Send</strong> and select <strong>WhatsApp Message.</strong>聽</p> <img alt="Send Existing Payment Receipt" src="/books/help/images/integrations/whatsapp/send-existing-payment-receipt.png" width="624" /> </li> <li> <p>The contact person and the message template will be auto-populated.</p> <img alt="Send WhatsApp Message - Payment Receipt" src="/books/help/images/integrations/whatsapp/send-payment-receipt.png" width="624" /> </li> <li> <p>Click <strong>Send</strong>,聽and the WhatsApp notification聽with the payment receipt details will be sent to the respective contact person.聽</p> </li> </ul> <h3 id="Send-Customer-Notifications">Send Customer Notifications</h3> <p>You can send marketing notifications to your customers regarding promotions, offers or any other informational updates along with the customer statement using this feature.</p> <ul> <li> <p>Go to <em>Sales</em> and navigate to <strong>Customers</strong>.</p> </li> <li> <p>Select the customer to whom you want to send the WhatsApp notification.</p> </li> <li> <p>Click <strong>Send</strong> dropdown in the <em>Receivables</em> section, and select <strong>WhatsApp Message</strong>.</p> <img alt="Send Customer Notifications" src="/books/help/images/integrations/whatsapp/send-whatsapp-customer-notifications.png" width="624" /> </li> <li> <p>The contact person and the message template will be auto-populated in the following <em>Send WhatsApp Message</em> pop-up.</p> </li> <li> <p>Click <strong>Send</strong>, and the WhatsApp notification will be sent to the respective contact person.</p> </li> </ul> <p>To send only the customer statement:</p> <ul> <li> <p>Select a customer and switch to the <em>Statement</em> tab.</p> </li> <li> <p>Click <strong>Share via</strong> and select <strong>WhatsApp</strong> from the dropdown.</p> <img alt="Send Customer Notifications" src="/books/help/images/integrations/whatsapp/send-whatsapp-customer-notifications2.png" width="624" /> </li> <li> <p>The contact person and the message template will be auto-populated in the following <em>Send WhatsApp Message</em> pop-up. You can also add other contact persons or replace the templates if required.</p> </li> <li> <p>Click <strong>Send.</strong></p> </li> </ul> <p>The customer statement will be sent to the respective contact person.</p> <h3 id="Sending-Bulk-WhatsApp-Notifications">Sending Bulk WhatsApp Notifications</h3> <p>Zoho Books allows you to send WhatsApp notifications to multiple customers at a time.</p> <div class="tips-note"><div class="tips-note-img"></div> <p><b>Note:</b> The bulk WhatsApp notifications will only be sent to the contacts selected in the particular transaction level.</p> </div> <p>To send bulk WhatsApp notifications:</p> <ul> <li> <p>Go to <em>Invoices</em> on the left sidebar.</p> </li> <li> <p>In the list page, select the invoices you want to send through WhatsApp.</p> </li> <li> <p>Click <strong>Send</strong> and select <strong>WhatsApp Message</strong> from the dropdown.</p> <img alt="Send Bulk Notifications" src="/books/help/images/integrations/whatsapp/send_bulk_notifications.png" width="624" /> </li> <li> <p>In the next page, choose a <em>Message Template</em> for the notification.</p> </li> <li> <p>Click <strong>Send</strong>.</p> <img alt="Send Bulk Notification" src="/books/help/images/integrations/whatsapp/send_wa_notification.png" width="524" /> </li> </ul> <p>The bulk WhatsApp messages for the selected invoices will be initiated, and you will be notified once they are sent to the customers. Similarly, you can send bulk notifications for Sales Orders, Estimates, Retainer Invoices, and Sales Receipts.</p> <p>WhatsApp bulk notifications will not be sent if:</p> <ul> <li>The transactions are in the draft status.</li> <li>The WhatsApp communication channel is not enabled at the customer level and the transaction level.</li> </ul> <h3 id="View-Sent-WhatsApp-Notifications">View Sent WhatsApp Notifications</h3> <p>You can view the sent WhatsApp notifications at three different levels. Here’s how:</p> <h4 id="At-Transaction-Level">At Transaction Level</h4> <ul> <li> <p>Click the respective transaction in the Invoices or any other module.</p> </li> <li> <p>In the details page, click <strong>Comments & History</strong> at the top-right corner.</p> <img alt="View Transaction Level" src="/books/help/images/integrations/whatsapp/view-transaction-level1.png" width="624" /> </li> <li> <p>Click <strong>Show Details</strong> given below the particular notification for which you want to view the customer’s name, phone number, and the status of the WhatsApp message.</p> <img alt="View Transaction Level" src="/books/help/images/integrations/whatsapp/view-transaction-level2.png" width="624" /> </li> <li> <p>Click the customer name in the details table, and you will be redirected to the details page with their WhatsApp chat screen displayed.</p> <img alt="View Transaction Level" src="/books/help/images/integrations/whatsapp/view-transaction-level3.png" width="624" /> </li> </ul> <p>The particular notification message will be highlighted, and you can continue chatting with the customer if required.</p> <h4 id="At-Customer-Level">At Customer Level</h4> <ul> <li> <p>Click the customer whose WhatsApp notification messages you want to view.</p> </li> <li> <p>Navigate to the <em>Mails & Messages</em> tab.</p> </li> <li> <p>Click the dropdown next to <em>System Mails</em> and select <strong>WhatsApp Messages.</strong></p> <img alt="View Customer Level" src="/books/help/images/integrations/whatsapp/view-customer-level1.png" width="624" /> </li> </ul> <p>You can view all the WhatsApp notifications and their statuses sent to this customer.</p> <img alt="View Customer Level" src="/books/help/images/integrations/whatsapp/view-customer-level2.png" width="624" /> <h4 id="At-Organisation-Level">At Organisation Level</h4> <ul> <li> <p>Navigate to <strong>Reports</strong> on the left sidebar.</p> </li> <li> <p>Scroll down to <em>Activity</em> and click <strong>WhatsApp Notifications</strong>.</p> <img alt="View organization Level" src="/books/help/images/integrations/whatsapp/view-org-level1.png" width="724" /> </li> </ul> <p>You can also click <strong>View Report</strong> on the WhatsApp configuration page and view all the WhatsApp notifications sent from your organisation.</p> <img alt="View organization Level" src="/books/help/images/integrations/whatsapp/view-org-level2.png" width="724" /> <h3 id="Get-Notified-for-Incoming-WhatsApp-Messages">Get Notified for Incoming WhatsApp Messages</h3> <p>You can get notified in Zoho Books when your customer sends a message on WhatsApp. Here’s how you can enable notifications:</p> <ul> <li> <p>Go to <strong>Notifications</strong> (Bell icon) at the top-right of Zoho Books.</p> </li> <li> <p>Click the <strong>Gear</strong> icon in the <em>Notifications</em> section.</p> <img alt="Incoming Notifications" src="/books/help/images/integrations/whatsapp/incoming-notifications1.png" width="324" /> </li> <li> <p>Slide the toggle to enable WhatsApp notifications.</p> <img alt="Enable Incoming Notifications" src="/books/help/images/integrations/whatsapp/incoming-notifications2.png" width="624" /> </li> </ul> <p>You will now receive notifications in Zoho Books for the incoming WhatsApp messages.</p> <p>You can view them in the <strong>Notifications</strong> section at the top of Zoho Books.</p> <img alt="Incoming Notifications" src="/books/help/images/integrations/whatsapp/incoming-notifications3.png" width="424" /> <h2 id="Chat-with-the-Customer">Chat with the Customer</h2> <p>To message a customer:</p> <ul> <li> <p>Go to <em>Sales</em> and navigate to <strong>Customers</strong>.</p> </li> <li> <p>Click the customer with whom you want to chat.</p> </li> <li> <p>Click <strong>WhatsApp</strong> at the top right in the <em>Overview</em> section.</p> <img alt="WhatsApp Chat Icon" src="/books/help/images/integrations/whatsapp/whatsapp-chat-icon.png" width="624" /> </li> <li> <p>Click ‘<strong>+</strong>’ to start a new chat.</p> <img alt="New Chat" src="/books/help/images/integrations/whatsapp/new-chat1.png" width="624" /> </li> <li> <p>All the contacts for whom you’ve enabled WhatsApp Notifications will be listed.</p> <img alt="New Chat" src="/books/help/images/integrations/whatsapp/new-chat2.png" width="324" /> </li> <li> <p>Select the contact with whom you want to chat.</p> </li> <li> <p>Initiate the chat by sending a notification template.</p> <img alt="Chat Template" src="/books/help/images/integrations/whatsapp/chat-template.png" width="324" /> </li> <li> <p>Send replies and attachments to follow up as soon as your customer responds.</p> </li> </ul> <div class="tips-note"><div class="tips-note-img"></div> <p><b>Note:</b> You can only send predefined notification templates until your customer responds.</p> </div> <div class="tips-insight"><div class="tips-insight-img"></div> <p><b>Insight:</b> You can add an attachment by clicking the + icon. Note that you can only send one attachment at a time, and the supported file formats are JPG, JPEG, PNG (up to 5MB), and PDF (up to 10MB).</p> </div> <ul> <li>Once the conversation with a customer is over, click the <strong>More</strong> icon at the top-right corner of the chat screen and select <strong>End Session.</strong></li> <li>Click <strong>End Session</strong> in the confirmation pop-up that follows.</li> </ul> <p>The session will end. You can click <strong>Chat</strong> to continue if your session has not expired.</p> <img alt="Continue Chat" src="/books/help/images/integrations/whatsapp/continue-chat.png" width="424" /> <div class="tips-note"><div class="tips-note-img"></div> <p><b>Note:</b> The chat <strong>session will expire if there’s no activity for 24 hours</strong> from the last message. Once it has expired, you must reinitiate the conversation by clicking <strong>Initiate Chat</strong> and sending a notification template as usual.</p> </div> <h4 id="Take-Over-Customer-Chat">Take Over Customer Chat</h4> <p>Users in your organisation with <em>Communication</em> permissions聽can initiate chats with customers. However, only one user can chat with a customer at a time.</p> <div class="tips-insight"><div class="tips-insight-img"></div> <p><b>Insight:</b> To enable <em>Communication</em> permissions for contacts, go to <strong>Settings > Users & Roles > Roles</strong> and edit the role.</p> </div> <p>You can enter the chat if another user is chatting with a customer and faces a question that fits your expertise.聽</p> <p>To do so, click <strong>Take Over</strong>, and the chat will be transferred to you. <img alt="Take Over" src="/books/help/images/integrations/whatsapp/take-over.png" width="424" /> </p> <p>You can now continue chatting with the customer.聽Other users cannot message until they take over the chat.</p> <div class="tips-note"><div class="tips-note-img"></div> <p><b>Note:</b> The customer will not be notified when another user takes over.</p> </div> <h2 id="Common-Chat-Window">Common Chat Window</h2> <p>You can chat with a customer through Zoho Books at the organisation level using the common chat window. Only users with the <strong>Manage Integration</strong> permission will be able to access chats at the organisation level.</p> <p>To provide this permission:</p> <ul> <li> <p>Go to <strong>Settings</strong> and select <strong>Roles</strong> in the <em>Users and Roles</em> section.</p> </li> <li> <p>Click <strong>New Role</strong> to create a new role and provide permissions to it, or click <strong>Edit</strong> next to an existing role.</p> </li> <li> <p>In the <em>Settings section</em>, check the <strong>Manage Integration</strong> box and click <strong>Save</strong>. Any user with this role will have the permission to chat with all the customers in the organisation.</p> <img alt="Edit Role" src="/books/help/images/integrations/whatsapp/edit_role.png" width="400" /> </li> <li> <p>Click the <strong>WhatsApp</strong> icon at the top-right corner of any page in Zoho Books to open the common chat window and chat with your customers.</p> <img alt="Organisation Level WhatsApp Icon" src="/books/help/images/integrations/whatsapp/org_lvl_icon.png" width="624" /> </li> <li> <p>You can click the <strong>All Chats</strong> dropdown to view chats with your customers or unknown numbers.</p> <img alt="All Chats" src="/books/help/images/integrations/whatsapp/all_chats.png" width="424" /> </li> </ul> <p>To add an unknown number in the chat window as a customer or contact person:</p> <ul> <li> <p>Open the chat of the unknown number that you want to add to you organisation and click <strong>Add</strong>.</p> <img alt="Add Contact" src="/books/help/images/integrations/whatsapp/add-contact.png" width="300" /> </li> <li> <p>In the pop-up that appears, select if you want to add the unknown number as a contact person to an existing customer, or create a new customer.</p> <img alt="Select Customer" src="/books/help/images/integrations/whatsapp/select-customer.png" width="600" /> </li> <li> <p>Fill in the required details and click <strong>Save</strong>.</p> </li> </ul> <p>The unknown number will now be a contact person or customer in your organisation.</p> <div class="tips-note"><div class="tips-note-img"></div> <p><b>Note:</b> You can only send custom messages to unknown numbers.</p> </div> <h2 id="Other-Actions-2">Other Actions</h2> <h3 id="Create-Workflow-Actions">Create聽Workflow Actions</h3> <p>Users can create workflow actions in Zoho Books to automate various tasks. When integrated with WhatsApp, users can create WhatsApp Alerts to notify the customers.</p> <div class="tips-scenario"><div class="tips-scenario-img"></div> <p><b>Scenario:</b> Patricia wants to notify her customers via WhatsApp when changes are made to the invoice’s total. To simplify the process, she creates a workflow action to send a WhatsApp alert when the invoice total is modified.</p> </div> <p>You can create 聽a workflow action for WhatsApp and associate it with a workflow rule or vice-versa. To do this,</p> <ul> <li> <p>Go to <em>Settings</em>, navigate to <em>Automation</em>, and click <strong>Workflow Actions</strong>.</p> </li> <li> <p>Navigate to <em>WhatsApp Alert</em> under <em>Workflow Actions</em> and click <strong>+ New WhatsApp Alert.</strong>聽</p> <img alt="WhatsApp Alert" src="/books/help/images/integrations/whatsapp/whatsapp-alert1.png" width="824" /> </li> <li> <p>Enter the necessary details to create a WhatsApp alert and click <strong>Save</strong>.</p> <img alt="WhatsApp Alert" src="/books/help/images/integrations/whatsapp/whatsapp-alert2.png" width="624" /> </li> </ul> <p>Once you create an alert, you can <a href="https://www.zoho.com/books/help/settings/automation.html#new-workflow-rule" target="_blank">add it to a workflow rule</a>.</p> <h3 id="Mark-WhatsApp-Inactive">Mark WhatsApp Inactive</h3> <p>If you want to disable the WhatsApp integration temporarily, you can mark it as inactive. Here’s how:</p> <ul> <li> <p>Go to <em>Settings</em>, navigate to <em>Integrations & Marketplace</em> and click <strong>WhatsApp</strong>.</p> </li> <li> <p>Click <strong>Configure</strong> and select <strong>Mark as Inactive</strong> from the dropdown.</p> <img alt="Mark as Inactive" src="/books/help/images/integrations/whatsapp/mark-as-inactive.png" width="624" /> </li> </ul> <p>WhatsApp will be disabled for your organisation. You can enable this anytime by clicking <strong>Mark as Active</strong> from the <strong>Configure</strong> dropdown.</p> <h3 id="Change-Default-WhatsApp-Number">Change Default WhatsApp Number</h3> <p>To change the default WhatsApp number, you must first delete the existing WhatsApp channel. To do this,</p> <ul> <li> <p>Go to <em>Settings</em>, navigate to <em>Integrations & Marketplace,</em> and click <strong>WhatsApp</strong>.</p> </li> <li> <p>Click the <strong>Trash</strong> icon in the <em>Default WhatsApp Business Number</em> section.</p> <img alt="Delete WhatsApp Number" src="/books/help/images/integrations/whatsapp/delete-whatsapp-number.png" width="624" /> </li> <li> <p>Click <strong>Delete</strong> in the following confirmation pop-up. The WhatsApp number associated with Zoho Books will be deleted.</p> </li> </ul> <p>Once the existing channel is deleted, you can set up a WhatsApp channel with the new phone number.<br> To do this,</p> <ul> <li> <p>Click <strong>Set Default Number</strong> in the <em>Default WhatsApp Business Number</em> section.</p> </li> <li> <p>Select the number you want to set as the default WhatsApp number from the pop-up that follows and click <strong>Continue</strong>.</p> <img alt="Configure Default WhatsApp Number" src="/books/help/images/integrations/whatsapp/configure-def-whatsapp-number1.png" width="524" /> </li> <li> <p>If you haven’t verified the WhatsApp Business number, it will not be listed in the pop-up. In that case, click <strong>Verify Numbers.</strong></p> </li> <li> <p>Select the desired number and click <strong>Send OTP</strong> to verify the number. You can also choose to get the OTP via call.</p> <img alt="Configure Default WhatsApp Number" src="/books/help/images/integrations/whatsapp/configure-def-whatsapp-number2.png" width="524" /> </li> <li> <p>Enter the OTP and click <strong>Verify</strong>.</p> <img alt="Configure Default WhatsApp Number" src="/books/help/images/integrations/whatsapp/configure-def-whatsapp-number3.png" width="524" /> </li> <li> <p>Once verified, click <strong>Back</strong> and select the number from the <strong>Default WhatsApp Number</strong> dropdown.</p> </li> </ul> <p>Your default WhatsApp number will be updated.</p> <h3 id="Change-WhatsApp-Business-Account">Change WhatsApp Business Account</h3> <p>You can also change the WhatsApp Business account if you already have an existing account. Here’s how:</p> <ul> <li> <p>Go to <em>Settings</em>, navigate to <em>Integrations & Marketplace</em> and click <strong>WhatsApp</strong>.</p> </li> <li> <p>Click <strong>Configure</strong> and select <strong>Change Account</strong> from the dropdown.</p> <img alt="Change Account" src="/books/help/images/integrations/whatsapp/change-account.png" width="724" /> </li> </ul> <div class="tips-note"><div class="tips-note-img"></div> <p><b>Note:</b> Once you change your WhatsApp Business account, you will not be able to use your existing WhatsApp channel and templates. Therefore, you will be required to delete the templates before proceeding.</p> </div> <div class="tips-warning"><div class="tips-warning-img"></div> <p><b>Warning:</b> Ensure that you delete the templates from Zoho Books and not from Meta to avoid syncing issues.</p> </div> <ul> <li>In the following pop-up, you should delete the existing templates before changing the default account. You can click: <ul> <li> <p><strong>Schedule Automatic Deletion</strong> to initiate the automatic deletion process. The time duration for deletion depends on the process at Meta’s end.</p> </li> <li> <p><strong>I’ll Delete Manually</strong> to remove certain templates. Go to each template, click the <strong>More</strong> icon next to it and select <strong>Delete</strong>.</p> <img alt="Delete Existing Templates" src="/books/help/images/integrations/whatsapp/delete-existing-template.png" width="524" /> </li> </ul> </li> </ul> <p>Once the deletion process is completed, the status of your WhatsApp Business account will be changed to <em>SETUP PENDING.</em> You can also check whether the number of templates for each module has been changed to 0 to confirm that the deletion process has been completed.</p> <ul> <li> <p>Click <strong>Configure</strong>, and select <strong>Change Account</strong> from the dropdown. The <em>Change WhatsApp Business Account</em> pop-up will appear.</p> <ul> <li>Click <strong>Use the existing WhatsApp Business account registered with Zoho</strong> and select the account from the dropdown to continue using the existing account. 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