Bigin’s WhatsApp Upgrade: Smarter Automation and Engaging Templates

Greetings,

We hope this message finds you well. Zoho introduced some exciting enhancements to Bigin’s WhatsApp integration, designed to give you more control, automation, and interactivity in your customer conversations.

WhatsApp message automation

You can now link WhatsApp messaging to your workflow rules. For example, when a new ticket is created, an automated WhatsApp update will be sent immediately—keeping your customers informed without requiring any action on your part.

       

In addition, you can include WhatsApp messages in stage automations. That means whenever a record shifts into a certain stage, a personalized WhatsApp message will be triggered automatically, ensuring smoother and more timely communication.

To explore this further, check out our detailed help guide on WhatsApp integration.

Interactive WhatsApp templates

Templates are a great way to avoid retyping the same messages over and over. Until now, Bigin has supported only plain-text templates. With this update, you can design more engaging templates by adding:

Headers – Highlight your message with text, an image, a video, or even a document for a polished, branded introduction

 

Buttons – Make your messages actionable with interactive buttons.

There are two button types you can use:

Call-to-action buttons – Redirect customers to your website or let them connect via phone. For instance, a travel company might share a new offer via WhatsApp, add a Visit Website button for direct bookings, and a Call Now button to speak instantly with an agent.

Quick reply buttons – Allow customers to respond with a single tap. For example, a support follow-up message could ask, “Was your issue resolved?” with quick replies like “Yes”, “No”, or “Need Help”. This makes it simple to capture responses and provide faster assistance.

Note: A single template can include either call-to-action buttons or quick replies, not both.

Templates for Pipelines

Until recently, templates could only be used in the Contacts module. With this release, templates can now be created and applied in the Pipelines module as well. This means you can send WhatsApp updates directly from deals and pipeline records, making every interaction more relevant to the customer’s journey.

To create a new template:

Go to Setup > Messages > Templates, click + Template, and select the module where you want to use it.

That’s it for now! We believe these updates will make your WhatsApp conversations more efficient and impactful. 

For Further information, visit www.pfc-group.com

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