Zoho CRM WhatsApp Integration: Multiple Accounts, Numbers, and Custom Modules

Zoho CRM's WhatsApp Integration Now Supports Multiple Accounts, Multiple Numbers, and Custom Modules

Zoho CRM's WhatsApp integration has moved well beyond its original single-account, single-number setup. You can now integrate multiple WhatsApp Business Accounts and numbers, and enable WhatsApp messaging on custom modules rather than only Leads and Contacts.

Multiple Accounts and Numbers

You can now manage multiple WhatsApp Business Accounts (WBAs) and different WhatsApp numbers directly within Zoho CRM, making it easy to run WhatsApp communications for different departments or regions without conversations getting mixed together, keeping everything organised in one place.

Consider a sales rep managing several regions, each using its own WhatsApp business number to talk to customers. With multi-account integration, a separate WBA can be set up per region in Zoho CRM, with messages sent and received from the correct number for each one, no manual switching between accounts or juggling which number belongs to which team. The same logic applies if sales and customer support each have their own dedicated numbers; every department manages its own conversations while customers still get a seamless experience.

Highlights

  • Integrate multiple WBAs, each with multiple phone numbers.
  • Each WBA can host multiple numbers, letting you split communications by region or department.
  • With the CRM plus WhatsApp Business API integration, multiple users can handle the same WhatsApp number at once, useful for team collaboration.

Custom Modules, Field Mapping, and Assignment Rules

WhatsApp messaging is no longer restricted to Leads and Contacts. You can now enable it for any custom module in your CRM, with full control over field mapping and assignment rules, mapping WhatsApp form fields to CRM module fields for any module, and setting default values for fields that should change when a record originates from WhatsApp.

Consider an OTT platform running a custom Premium Subscribers module. Previously, WhatsApp conversations with these members had to run through Leads or Contacts, disconnected from their actual subscriber record. Now, WhatsApp can integrate directly with the Premium Subscribers module, with messages sent and received against the correct record. Rules can auto-assign incoming conversations based on criteria such as region, subscription tier, or plan status, so a support or success team can prioritise premium subscribers and respond faster, without switching tabs or manually copying chat history. The same approach extends to project requests, support tickets, or partner coordination; any part of the business running through a custom module can now have WhatsApp built directly in.

Highlights

  • Module selection. Choose which custom modules should support WhatsApp messaging.
  • Field mapping. Configure how incoming WhatsApp messages map to CRM fields.
  • Assignment rules. Automatically assign new records based on where a message came from or what it contains.

Choosing Your Modules

If you're integrating WhatsApp Business for the first time, you'll see the option to enable messaging for modules during setup, alongside Leads and Contacts you can pick any custom modules you want, all in the same step.

Already integrated? You can add custom modules at any time. Go to Customization, then Modules and Fields, hover over the Messages module, click the more options icon, and choose Update Messages Modules. Select the custom modules you need and click Update; your teams can start messaging from those records right away.

Availability

Available across all editions and all data centres.

Need help? 1 Cloud Consultants can help you set up multiple WhatsApp accounts and numbers, and enable WhatsApp messaging on your own custom modules with the right field mapping and assignment rules. Book a discovery call with 1 Cloud Consultants.