Integrating multiple WhatsApp numbers with Zoho CRM routes chats from different phone numbers into CRM records and applies assignment rules so the right user or team owns the lead immediately. This overview explains what the multi-number setup does, when to use it, how to reach the screens or APIs, and which related CRM features you’ll want next.
What is it
This feature links one or more WhatsApp phone numbers to Zoho CRM through a WhatsApp connector (marketplace extension) or the WhatsApp Cloud API so inbound chats create or update Leads/Contacts and the conversation history appears on the CRM record. When multiple numbers are connected, you can map each phone number to different assignment rules or a shared team inbox so chats to number A go to one set of owners while chats to number B go to another. Many marketplace integrations record full message history and let you run assignment logic (round-robin, owner-based, or rule-based) inside the connector or by invoking Zoho CRM automation. [2][6][7]
When to use it
- You operate region- or product-specific WhatsApp numbers and need inbound chats from each number routed to different sales teams or queues. [7]
- Your support and sales teams share WhatsApp channels but ownership must change automatically depending on which phone number the customer used. [6]
- You want every WhatsApp conversation saved to a Lead or Contact automatically so handoffs keep full context. [2]
- You run campaigns that use separate WhatsApp numbers per campaign and need assignment or tagging based on the number that received replies. [5]
- You need a centralized team inbox that aggregates multiple WhatsApp numbers and applies round-robin or owner-based assignments. [6]
How to access it
Install a WhatsApp connector from Zoho CRM’s Marketplace and configure it with your Meta Business Manager WhatsApp account (WhatsApp Manager). In the CRM: Setup (gear) > Marketplace > All > search for WhatsApp connectors (examples: WOZTELL, ControlHippo, 360 SMS) > Install and Configure. In Meta: Business Manager > WhatsApp Manager > add and verify phone numbers for the WhatsApp Business Account. Once the connector and Meta numbers are linked, open the connector’s configuration to map phone numbers to a shared inbox, assignment rule, or CRM field; set assignment either inside the extension or by calling Zoho CRM automation (Setup > Automation > Assignment Rules or Workflow Rules). Use the connector’s admin console to enable auto-creation of Leads/Contacts and choose whether assignment runs via the extension or via CRM workflows. [1][2][6][7]