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When using Zoho with ChatArchitect, you can initiate a WhatsApp conversation with a client by sending an approved message template.
The process depends on whether a conversation with the client already exists in Zoho. If there is an existing conversation, you can send the template directly from the chat thread. If there is no previous conversation, you can initiate it through the Sender tool in your ChatArchitect account.
In this guide, we’ll walk through both methods step by step.
What You’ll Need
Before getting started, make sure you have:
- Access to your Zoho account
- A ChatArchitect account
- WhatsApp connected to ChatArchitect
- A message template available in your ChatArchitect account
- The client’s phone number if there is no existing conversation
Once everything is ready, choose the method that matches your situation.
How to Initiate a Conversation When a Zoho Chat Already Exists
If you already have a conversation with the client in Zoho, you can initiate the WhatsApp dialogue directly from the existing chat thread.
Step 1: Copy the Message Template
Open your ChatArchitect settings:
Find the template you want to send and click:
Copy
This will copy the template together with the information required to process it correctly.
Step 2: Open the Conversation in Zoho
Go to Zoho and find the client conversation you want to initiate.
Open the conversation and paste the copied template into the chat thread.
Make sure you paste the complete text, including the template ID.
The ID is required for processing the message, but it is only visible to you. The client will not see the template ID in the WhatsApp message they receive.
Once the template is submitted, it can be delivered to the client through WhatsApp.
How to Initiate a Conversation When No Previous Dialogue Exists
Sometimes you need to contact a client who does not yet have an existing conversation in Zoho.
In this case, you can use the Sender feature in your ChatArchitect account to initiate the conversation.
Step 1: Open the Sender Tool
Go to your ChatArchitect settings:
Click the:
Sender
button.
This will open the interface for initiating a new WhatsApp conversation.
Step 2: Select the Template and Recipient
In the top field, select the message template you want to send.
In the bottom field, enter the phone number of the client you want to contact.
Make sure the recipient information is correct before sending the message.
Step 3: Enable “Copy Text to CRM”
Before sending the template, enable the:
Copy text to CRM
option.
This ensures that the message text is also copied to your CRM, helping keep the communication history synchronized and available inside Zoho.
Once everything is configured, you can proceed with sending the template to the client.
Which Method Should You Use?
The process is straightforward:
Existing conversation in Zoho → Copy the template → Open the conversation → Paste the complete template text
If there is no existing conversation:
Open ChatArchitect → Sender → Select a template → Enter the client’s number → Enable “Copy text to CRM” → Send
The key difference is whether a client conversation already exists in Zoho.
Start WhatsApp Conversations from Your Zoho Workflow
By combining Zoho, ChatArchitect, and WhatsApp, your team can initiate client conversations while keeping communication connected to the CRM workflow.
For existing conversations, you can quickly copy and send the appropriate template directly from Zoho. For new contacts without a previous dialogue, the ChatArchitect Sender tool provides a simple way to initiate the conversation using the client’s phone number.
This approach makes it easier to manage WhatsApp communication alongside your existing Zoho customer records and keep your team’s messaging workflow organized.
