## Zoho Inventory Documentation Index Access the complete documentation index at: https://www.zoho.com/sa/inventory/llms.txt Use this file to discover all available documentation pages before proceeding. # Integrate Zoho Inventory With WhatsApp Using WhatsApp for customer communication offers an easy way to send messages with a personalized touch. Integrating WhatsApp into Zoho Inventory keeps your customers informed regarding their invoices, sales orders, payment receipts, customer statements, estimates, retainer invoices, credit notes, and sales receipts. After enabling WhatsApp, you will have to buy credits to send notifications to your customers. [Learn more about WhatsApp Credits](/sa/inventory/help/integrations/whatsapp-integration.html#Manage-WhatsApp-Credits). ## Prerequisites To integrate Zoho Inventory with WhatsApp, you should have: * A verified Facebook Business Manager account. * A WhatsApp Business account.  * A registered mobile number (The mobile number should not have a personal WhatsApp account as WhatsApp Business does not allow it for business purposes.) ## Connect to WhatsApp To send WhatsApp notifications to your customers, you must connect Zoho Inventory to WhatsApp first. Here’s how: * Go to _Settings_ and then _Integrations & Marketplace._ * Navigate to _WhatsApp_ and click **Connect** near _WhatsApp Business_. ![Connect WhatsApp](/inventory/help/images/integrations/whatsapp/connect.png) Incase you have an existing WhatsApp Business account, the Set up WhatsApp Business pop-up will appear. * Click **Use the existing WhatsApp Business account registered with Zoho** and select the account from the dropdown to continue using the existing WhatsApp account that is integrated with other Zoho apps. (or) * Click **Connect a new WhatsApp Business account with Zoho** to create a new WhatsApp Business account. ![Connect New](/inventory/help/images/integrations/whatsapp/connect-new.png) * Read and agree to the terms in the _Connect WhatsApp with Zoho Inventory pop-up._ * Click **Connect WhatsApp** and you will be redirected to the _Facebook Login_ page.    ![Connect tnc](/inventory/help/images/integrations/whatsapp/connect-tnc.png) * Enter the registered _Email Address or Phone Number and Password_ and click **Log in**. **Insight:** If you don’t have a Facebook account, create one by clicking **Create New Account**. ![Facebook Login](/inventory/help/images/integrations/whatsapp/credentials.png) * Verify your account and click **Continue as ‘Your Account Name’** in the next page. If you want to log in with another account, click **Login to another account**. ![Get Started](/inventory/help/images/integrations/whatsapp/get-started-page.png) * Read through all the _WhatsApp Business Terms of Service_ and the _Meta Terms of Service_ and click **Get Started**. ![WhatsApp Get Started](/inventory/help/images/integrations/whatsapp/get-started.png) * Fill in your _Business Details_ and click **Next**. ![WhatsApp Business Information](/inventory/help/images/integrations/whatsapp/business-info.png) * Select a **WhatsApp Business account** and **WhatsApp Business Profile** in the following page. **Insight:** If you don’t have one, select **Create a WhatsApp Business account** and **Create a new WhatsApp Business Profile** from the dropdown. * Click **Next** and click **Finish** in the page that follows. ![Select WhatsApp Business Account](/inventory/help/images/integrations/whatsapp/next.png) ![WhatsApp - Get Started](/inventory/help/images/integrations/whatsapp/finish.png) Your Zoho Inventory organisation will be connected with WhatsApp. * Click Continue to select the WhatsApp default number and buy credits. ![WhatsApp - Connected](/inventory/help/images/integrations/whatsapp/connected.png) * Check the WhatsApp channel number from which the WhatsApp messages will be sent to your customers and click **Continue**. You can either buy credits in the next step or also do it once you have created templates for WhatsApp notifications. ![Create WhatsApp Channel](/inventory/help/images/integrations/whatsapp/default-number.png) Your Zoho Inventory organisation will be connected with WhatsApp. ## Configure Templates To send notifications through WhatsApp, create a template in Zoho Inventory and get it approved by the WhatsApp Business team. ### Create Templates To send invoice details through WhatsApp, you’ll have to create a template for it. Here’s how: * Go to _Settings_, navigate to _Integrations & Marketplace,_ and click **WhatsApp**. * Select **Invoices** under _Message Templates_.    ![Create Template](/inventory/help/images/integrations/whatsapp/create-template.png) * Click **New Template**. The Create WhatsApp Template pop-up will appear. ![New Invoice Template](/inventory/help/images/integrations/whatsapp/new-template.png) * Fill in the _Template Name and Template Category_. **Insight:** The Template Category could either be _Utility_ or _Marketing_. [Learn more about](https://developers.facebook.com/docs/whatsapp/updates-to-pricing/new-template-guidelines/#template-categorization) [Template Categorization](https://developers.facebook.com/docs/whatsapp/updates-to-pricing/new-template-guidelines/#template-categorization). * Mark the **Include a PDF attachment along with this message** checkbox if you want to include the invoice PDF in the WhatsApp message. * Click the dropdown next to _Language_ to choose the preferred language for your customers. * Edit the content under the _Message_ field if required. You can insert placeholders by clicking the dropdown next to **Insert Placeholders**.  * Click **Save**. ![New Invoice Template](/inventory/help/images/integrations/whatsapp/save-template.png) A template will be created, and once approved, you can send invoice notifications to your customers. Similarly, you can create templates for Sales Orders, Payment Receipts, Customer Statements, Estimates, Retainer Invoices, Credit Notes, and Sales Receipts.       ### Template Approval 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 in the list page. ![Template Approval](/inventory/help/images/integrations/whatsapp/approve-template.png) A template can have the following statuses:  Status Description Approved The WhatsApp Business team approved the template and it can be sent to customers. Rejected The WhatsApp Business team rejected the template. Edit and resumbit the template for approval. [Learn why templates get rejected](https://developers.facebook.com/docs/whatsapp/message-templates/guidelines/#common-rejection-reasons). Pending Approval The template has been sent to the WhatsApp Business team and is awaiting approval. It could take up to 24 hours for the status to be updated. Deletion in Progress The WhatsApp Business team is evaluating your request to delete a template. Deletion Failed The template was not deleted due to network issues. Initiate the delete process once again. Deleted The WhatsApp Business team has deleted the template. This action cannot be undone. ### Other Actions #### Clone Template If you want to create a template similar to an existing template, you can clone it. Here’s how: * Go to _Settings_, navigate to _Integrations & Marketplace,_ and click **WhatsApp**. * Select the module under _Message Templates_. * Click the **More** icon next to the template you want to clone and select **Clone**. ![Clone Template](/inventory/help/images/integrations/whatsapp/more-clone.png) * Edit the details if required, and click **Save**. ![Clone Template](/inventory/help/images/integrations/whatsapp/clone-template.png) The new cloned template will be sent for approval to the WhatsApp Business team and can be used once approved. #### Set Template as Default If you want a template as your default choice, you can set that template as default. To do so: * Go to _Settings_, navigate to _Integrations & Marketplace,_ and click **WhatsApp**. * Select the module under _Message Templates_. * Click the **More** icon next to the preferred template and select **Set as Default**. ![Set Default Template](/inventory/help/images/integrations/whatsapp/set-default.png) The default template will be auto-populated in the _Template Name_ field when you try to send WhatsApp notifications. #### Delete Template You can delete a WhatsApp template if you do not require it. **Prerequisite:** Ensure that the template you wish to delete is not set as the default, as you won’t be able to delete it. You can set another template as default to delete the one that is no longer required. **Warning:** 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. To delete a template: * Go to _Settings_, navigate to _Integrations & Marketplace,_ and click **WhatsApp**. * Select the module under _Message Templates_. * Click the **More** icon next to the template that you want to delete. * Click **Delete** from the dropdown to proceed. A request will be sent to the WhatsApp Business team to delete the template, which will subsequently, be deleted. ![Delete Template](/inventory/help/images/integrations/whatsapp/more-delete.png) ## Enable WhatsApp ### Enable WhatsApp for Sales Transactions Once you set up templates, enable the modules for which you’d like to send WhatsApp notifications. To do this:  * Go to _Settings_, navigate to _Integrations & Marketplace,_ and click **WhatsApp**. * Slide the toggle button next to the respective modules. ![Enable Template](/inventory/help/images/integrations/whatsapp/enable.png) You’ll be able to send notifications through WhatsApp for the modules which you’ve enabled. ### Enable WhatsApp for Customers and Contact Persons To send notifications to your customers through WhatsApp, you’ll have to enable WhatsApp for them. Here’s how: * Go to _Sales_ on the left sidebar and select **Customers**. * Select the customer for whom you want to enable WhatsApp messaging. **To enable it for the primary contact:** * Click **Edit** in the _Overview_ section. ![Enable Primary Contact ](/inventory/help/images/integrations/whatsapp/enable-primary-contact.png) (or) **To enable it for the contact person:** * Scroll down and click the **Gear icon** next to the contact person and select **Edit**. ![Enable Contact Person ](/inventory/help/images/integrations/whatsapp/enable-contact-person.png) * Ensure that the customer’s phone number is right and begins with a proper country code. * Mark the option **WhatsApp** under _Communication Channels_. ![Enable WhatsApp Communication Channel](/inventory/help/images/integrations/whatsapp/communication-channel.png) * Click **Save** and WhatsApp will be enabled for the customer or contact person. ### Enable WhatsApp for Customers in Bulk You can enable WhatsApp messaging for contacts in bulk in two ways. You can enable it for:  * All primary contacts and contact persons * Specific primary contacts and contact persons **To enable it for all the primary contacts and contact persons:** * Go to _Settings_, navigate to _Integrations & Marketplace,_ and click **WhatsApp**. * Click **Update Communication Preference** on the right, next to the gear icon. ![Update Communication Preference](/inventory/help/images/integrations/whatsapp/update-preference.png) * In the pop-up that follows, click: * **Only Primary Contact** if you want to send WhatsApp notifications only to the primary contacts. * **All Contact Persons** if you want to send WhatsApp notifications messages to all contact persons, including the primary contacts. ![Update Communication Preference](/inventory/help/images/integrations/whatsapp/update-preference-1.png) * Click **Save**. **To enable it for specific primary contacts and contact persons:** * Navigate to **Customers** under _Sales_. * Select the customers you want to message via WhatsApp and click **Configure Communication Recipients** at the top. ![Configure Communication Recepient](/inventory/help/images/integrations/whatsapp/update-preference-2.png) * Configure the default recipients for the WhatsApp channel type in the pop-up that follows. ![Configure Communication Recepient](/inventory/help/images/integrations/whatsapp/update-preference-3.png) * Click **Save**. The WhatsApp notification will now be sent to the selected contacts. ### Manage WhatsApp Credits ### How Credits Work Once you enable WhatsApp in your Zoho Inventory organisation and create templates, you’ll have to purchase IM (Instant Messaging) credits to send notifications through your WhatsApp Business account. [Learn more about how credits work.](/sa/inventory/help/integrations/how-credits-work.html). ### Buy IM Credits To buy IM credits: * Go to _Settings_, navigate to _Integrations & Marketplace,_ and click **WhatsApp**. * Click **Buy IM Credits** at the top right corner. * Enter the number of credits required in the _Credits_ field. * Click **Calculate Price** and then click **Make Payment**. You’ll be redirected to the payment gateway where you can pay. Once done, the credits will be added to your organisation. You can also buy IM credits from Zoho Store. ## IM Credits Usage Report In Zoho Inventory, you can view and keep track of your IM (Instant Messaging) credits usage directly from the Reports module. This helps you monitor and manage your IM credits efficiently. To view the IM Credits Usage report: * Go to Reports on the left sidebar. * Select **IM Credits Usage** under Activity. You can view the details of the IM credits you had used for your WhatsApp Business account. ## WhatsApp Notifications Report In Zoho Inventory, 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. To view the WhatsApp Notifications report: * Go to **Reports** on the left sidebar. * Select **WhatsApp Notifications** under _Activity_. You can view the details of the notifications sent to your customers. You can also customise this report. Here’s how: * In the _WhatsApp Notifications_ page, select the **Date Range** for which you want to generate the customised report. * Click **\+ More Filters** at the top of the page. * In the pop-up that appears, apply the required filters and click **Run Report**. 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. ## Send Notifications through WhatsApp ### Send  Invoice Notifications * Go to _Sales_ and select **Invoices.**  * Click **New** at the top right corner and enter the necessary details. * Select the contact persons to whom you want to share the Invoice details from the _Share invoice with_ dropdown and click **Save and Send**. ![Share Invoice with dropdown](/inventory/help/images/integrations/whatsapp/send-invoice.png) * In the screen that follows, verify the _Message Template_ and _Contacts_, and click **Send**. ![Send WhatsApp Message Invoice Template](/inventory/help/images/integrations/whatsapp/send-invoice-2.png) The invoice notification will be sent to the respective contacts.   To send a WhatsApp notification for existing invoices: * Go to _Sales_ and navigate to **Invoices**.    * Select the invoice for which you want to share the invoice details. * Select **WhatsApp Message** from the _Send_ dropdown. ![Send Customer Notifications](/inventory/help/images/integrations/whatsapp/send-cx-notifications.png) * The contact person and the message template will be auto-populated in the following _Send WhatsApp Message_ pop-up. * Click **Send.** The invoice details will be sent to the respective contact person via WhatsApp. Similarly, you can send notifications for Sales Orders, Payment Receipts, Retainer Invoices, and Credit Notes. ### Send Payment Receipts *  Go to _Sales_ and select **Payments Received**. *  Click **New** at the top right corner and enter all the necessary details. ![Record Payment](/inventory/help/images/integrations/whatsapp/record-payment.png) * Select the contact person to whom you want to share the payment receipt details from _Share payment receipt with_ dropdown. ![Record Payment](/inventory/help/images/integrations/whatsapp/record-payment-2.png) * Click **Save** 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. To share existing payment receipts via WhatsApp: * Go to _Sales_ and navigate to **Payments Received**. * Select the payment for which you want to share the payment receipt. * Click the dropdown next to **Send** and select **WhatsApp Message.**  ![Send Existing Payment Receipt](/inventory/help/images/integrations/whatsapp/record-payment-3.png) * The contact person and the message template will be auto-populated. ![Send WhatsApp Message - Payment Receipt](/inventory/help/images/integrations/whatsapp/record-payment-4.png) * Click **Send** and the WhatsApp notification with the payment receipt details will be sent to the respective contact person.  ### Send Customer Notifications You can send marketing notifications to your customers regarding promotions, offers or any other informational updates along with the customer statement using this feature. * Go to _Sales_ and navigate to **Customers**. * Select the customer to whom you want to send the WhatsApp notification. * Go to the _Overview_ and navigate to _Receivables_ section. * Select **WhatsApp Message** from the _Send_ dropdown. ![Send Customer Notifications](/inventory/help/images/integrations/whatsapp/send-notifications.png) * The contact person and the message template will be auto-populated in the following _Send WhatsApp Message_ pop-up. * Click **Send** and the WhatsApp notification will be sent to the respective contact person. To send only the customer statement: * Select a customer and switch to the _Statement_ tab. * Click **Share via** and select **WhatsApp** from the dropdown. ![Send Customer Notifications](/inventory/help/images/integrations/whatsapp/send-notifications-2.png) * The contact person and the message template will be auto-populated in the following _Send WhatsApp Message_ pop-up. You can also add other contact persons or replace the templates if required. * Click **Send.** The customer statement will be sent to the respective contact person. ### View Sent WhatsApp Notifications You can view the sent WhatsApp notifications at three different levels. Here’s how: #### At Transaction Level * Click the respective transaction in Invoices or other module. * Go to _Comments & History_ at the top right corner. * Click **Show Details**. ![View Transaction Level](/inventory/help/images/integrations/whatsapp/view-notification.png) You can view the customer details and the status of the WhatsApp notification. #### At Customer Level * Click the customer whose WhatsApp notifications messages you want to view. * Navigate to the _Mails & Messages_ tab. * Click the dropdown next to _System Mails_ and select **WhatsApp Messages.** ![View Customer Level](/inventory/help/images/integrations/whatsapp/view-notification-2.png) You can view all the WhatsApp notifications and their statuses sent to this customer. ![View Customer Level](/inventory/help/images/integrations/whatsapp/view-notification-3.png) #### At organization Level * Navigate to **Reports** on the left sidebar. * Scroll down to _Activity_ and click **WhatsApp Notifications**. ![View organization Level](/inventory/help/images/integrations/whatsapp/reports.png) You can also click View Report in the WhatsApp configuration page and view all the WhatsApp notifications sent from your organisation. ![View organization Level](/inventory/help/images/integrations/whatsapp/view-reports-2.png) ## Other Actions ### Mark WhatsApp as Inactive If you want to disable the WhatsApp integration temporarily, you can mark it as inactive. Here’s how: * Go to _Settings_, navigate to _Integrations & Marketplace_ and click **WhatsApp**. * Click **Mark as Inactive** . WhatsApp will be disabled for your organisation until you mark it as active. ![Mark As Inactive](/inventory/help/images/integrations/whatsapp/mark-inactive.png) **Note:** You can enable WhatsApp whenever required by clicking **Mark as Active**. ### Change Default WhatsApp Number If you want to change the default WhatsApp number: * Go to _Settings_, navigate to _Integrations & Marketplace,_ and click **WhatsApp**. * Click **Change Default Number** under the _Default WhatsApp Business Number_ section. ![Change Default WhatsApp Number](/inventory/help/images/integrations/whatsapp/change-number.png) * Select the number you want to set as the default WhatsApp number from the pop-up that follows. ![Change Default WhatsApp Number](/inventory/help/images/integrations/whatsapp/change-number-2.png) * Click Send OTP to verify the number. You can also choose to get the OTP via call. **Insight:** If you haven’t verified the WhatsApp Business number, it will not be listed in the dropdown. In that case, click **Verify Numbers.** ![Configure Default WhatsApp Number](/inventory/help/images/integrations/whatsapp/verify-number.png) * Enter the OTP and click **Verify**. ![Configure Default WhatsApp Number Verified](/inventory/help/images/integrations/whatsapp/verify-number-2.png) * Once verified, click **Back** and select the number from the **Default WhatsApp Number** dropdown. Your default WhatsApp number will be updated. * * *