Two Way WhatsApp Messaging

This functionality helps users to send Two Way WhatsApp messages(allows users to send and receive messages from a WhatsApp number through a WhatsApp messaging platform)

Note: Brands can reply to a customer’s query on WhatsApp only within 24 hours from the
customer’s last message on Brands business WhatsApp. When a user sends a message to your WhatsApp Business API, they become an active user. A session starts from the latest user message. Sessions remain Active for 24 hours.

To receive a customer's inbound message, we needs to set a callback URL in the WABA account. Please refer the below section How to setup callback URL

Considering the example of Lead module.

  • Go to the Lead module
  • Open a lead record
  • Click on the WhatsApp Message Button
Lead Module

Lead Module

  • WhatsApp Messaging Screen Will Pop – Up
WhatsApp Messaging
  • Select Phone/Mobile Number (On which the Message is to be sent)
Zoho CRM - Select Phone Number
  • Template Selection button appears at the bottom >> Click on the Template button at the bottom.
  • On click of WA Templates button, it will show the list of approved templates. Currently we support following message templates types:
    • Text Messages
    • Images Messages
    • Hyperlink Messages
    • Document Messages
    • Video messages
    • Header and Footer messages
    • Action messages - Quick reply, call
  • Click on the Send Template Button. Chat will be initiated for 24 hours if the user replies.

User can only upload Images, Video and Document file from public url in case of self serve whereas Enterprise account can take media from system

  • “Message sent” pops up and Message reflects in the “Chat history” window.
  • Message will be received on the selected number
  • Users can also reply to the message
  • Users can also send media message by selecting any media file from their mobile/Web whatsapp app
  • Message will be received in self client app

To see the incoming message, extension needs to reopen

Set callback URL to receive Inbound messages

Inbound messages sent by customers to your WhatsApp Business Phone Number will be sent to your Webhook endpoint via HTTP/HTTPS.

To receive a customer's inbound message on the channel, the user needs to set a callback URL in the WABA account.

Self-Serve WABA account

Please refer this doc for more details

Step 1 : Open the Gupshup WhatsApp account dashboard.
Step 2 : Select the live WABA account which is used in your Zoho configuration setting.
Step 3 : Go to the Setting page and In the callback URL section set the callback URL of the ZohoCrm self serve.

Self Serve Callback URL :

In order to view the list of Sandbox / Approved Templates:

  1. Login and then head over to
  2. In the Templates tab, we will get to see the list of all the templates.

In order to know the Whatsapp Business no.:

  1. Login and then head over to
  2. Switch from Templates tab to Sandbox tab

Enterprise WABA account

Please reach out to your account manager to set the Callback URL for your account in order to receive inbound message webhook events. Only one callback URL can be specified per account.

Write an email to [email protected]

Topic: Set Callback URL for Enterprise Account
Body: Kindly set the incoming and delivery callback URL to

HSM Account: