Zoho extension comparison
Comparison between both Zoho integrations created by Woztell. Below we can see the changes about these two Zoho extensions. When we talk about new integrations, we are referring to the integration that appears at this link.
Features
Zoho Cliq Integration
Channels
With the new Woztell platform, you will be able to integrate to different platforms like WhatsApp, Facebook & Instagram, so the Zoho Cliq channels have been improved to help the customers to identify the conversations.
Feature | Old Integration | New Integration |
| Channel's image | Only available for WhatsApp integration. | Depending on the integration, the channel image will be the platform logo surrounded by Woztell corporative colors. |
Channel's name | The channel's name is built by the name of the Lead/Contact or Unknown + the phone number. | The channel's name can be built by the phone number, the customer's name, and/or the channel's name on the Woztell platform. On the image below this table, you will be able to check the different options to customize the channel's name. |
Rename the channel | The channel can only be renamed by using the Zoho CRM's integration and clicking on the "Go to channel" button on the Lead/Contact. | Any agent with enough Zoho Cliq permissions can rename the channel and also he will be able to type the name he wants. |
Incoming message |  |  |
Outgoing message |  |  |
Customize identification of incoming and outgoing messages | Not available | Apart from "Customer" or the name of the agent, you can add the phone number who sent the message or the name of the channel on the Woztell platform. |
Command: /w | Send WhatsApp messages. | Send WhatsApp, Facebook, and Instagram messages, and also from other available integrations. |
| Command: /w -help | This command shows links to the Woztell Knowledge Base | This command has been deleted. You can find all the information and tutorials on: 1) Our Youtube channel 2) Woztell platform documentation 3) Knowledge Base |
Command: /w -list | This command shows the first 100 WhatsApp templates on the Zoho Cliq channel. | This command has been deleted and you can now find the list of templates on the WOZTELL platform. |
Command: /w -num | On this version, a Zoho Cliq channel can have conversations from different WhatsApp phone numbers. This command is used to change the phone number we are using to contact the customer. | This command has been deleted. On the new Zoho Cliq integration, each Zoho Cliq channel belongs to a conversation, so this command is not necessary anymore to modify the phone number we are using to reply to the customer. This will help on the agent assignment as it will be described on the next topic. |
Command: /w -new | This command is used to create new WhatsApp templates from Zoho Cliq. | This command has been deleted. Due to Zoho Ciq limitations, this feature is now available on the Woztell platform. Now, you will be able to create templates of any type from the platform (text templates, templates with header and/or footer, media templates, and interactive templates). You will be able to delete templates from the platform too. |
Command: /w -send | This command is used to send WhatsApp templates created in a single language. | Templates can be created in different languages and with this command, we can choose in which language we send them. |
Command: /crm | Command used to check if the channel is related to any Lead or Contact on Zoho CRM | This command, apart from checking if the conversation is related to a Lead or Contact on Zoho CRM, allows you to associate it to a different Lead or Contact using a search engine. |
Command: /bot -on | Not available | This command is used to restart the chatbot flow for the customer. |
Command: /bot -off | Not available | This command is used to stop the chatbot flow for the customer so an agent can take care of the conversation. |
When installing the new integration, all the channels already created will stop working. The new conversations will use new channels, so old integration channels won't be able to be used.
Agent Assignment
On old Woztell's integration with Zoho Cliq, agent assignment was an intuitive process in terms of configuration, as we can see in this ARTICLE where it is explained how it works.
On the new integration, there is available a display where we can choose about different types of assignments.
We have available to create Organization channels or Team channels. Also, we can choose if the channel's visibility is private or public for the agents in our organization so they can see (or not) the conversations. In addition, we will be able to choose if we want that any of the users get added randomly to the new channels by using the "Additional randomization rules". Finally, if we have installed Zoho CRM's integration, we will be able to choose which agents can start conversations from Zoho CRM.
On the above image, we can see the configuration display we can access through the widgets on Zoho Cliq when we install the extension.
Zoho CRM's integration
Start a Conversation
Using both integrations we will find a button on Leads and another one on the Contacts module on Zoho CRM to start the conversation with our customers. On the old integration, this button was named "GO TO CHANNEL" and in the new integration it is named "WHATSAPP CONVERSATION". We can see all the differences on the following dashboard:
Feature | Old integration | New integration |
Button name | GO TO CHANNEL | WHATSAPP CONVERSATION |
Available module | Leads & Contacts | Leads & Contacts |
Functionality | Open the WhatsApp channel on Zoho Cliq or create it if it was not created yet. | Open a widget on Zoho CRM to check if the channel exists on Zoho Cliq. If it exists, it open a new tab automatically on Zoho Cliq with the channel. If not, we can start the conversation by sending a WhatsApp template so the channel gets created. (Check following image) |
WhatsApp multi-number | The conversation was always started from the main phone number. There was not any option to start the conversation from any other phone number. | We can choose which phone number will contact the customer from the interface. Also, we can choose which template we want to send and add the parameters. |
Message Logs
On the old integration, incoming and outgoing messages and also alerts can be stored on the "WhatsApp logs" module on Zoho CRM. This module has been replaced by a new one called "Woztell logs". This module has some improvements to the old one. We can check the differences on the following dashboard:
Field | Old integration | New integration |
Lead, Contact & Campaign | Used to relate the log with the Lead, Contact, or Campaign on Zoho CRM | Campaign field disappears. |
From & To | Those fields are used to store the source and destination phone of the sent message. | For WhatsApp, it will store the phone number. To the other type of channels, it will store the unique identifier from the source and the destination senders. |
Message Owner | It stores the user who sent the message. | It stores the user who sent the message. |
Status | It stores SUCCESS if the message has been sent and ERROR if it has not been possible to send it. | This field won't appear on the new integration and the info will be stored on the field "Message Type". This new field will store the status of the messages and the types. |
Sending date/time | This field will store the date and time of sent messages. | This field is called now "Message Date/time" and will store the same information as the old one. Also, it will be stored on the new field "Message Timestamp" the timestamp of the message. |
Description | When the message returns an error, it is stored in this field. | This field has been deleted as the new field "Message" already stores this info. |
Direction | Message direction. OUT for outgoing messages and IN for incoming messages. | Same as on old integration. |
Message | Message content | This field is now called "Message Data" and it contains the JSON of the message. |
Media file | Contains URL of the message from Zoho Cliq, provided the type of the message is a file. | This field is no longer available. |
Record ID | Contains the ID of the related register. | This field is no longer available. The register ID is stored on the member's platform. |
Module API name | Contains the name of the CRM module which the register pertains to. | The field is no longer available. The name of module is stored on the member's platform. |
Time | Shows the time a message was sent in 12-hour and 24-hour time format — i.e. 1:30 p.m. is 13:30 h. | It mantains the same functionality and is now called Message Time (24h). |
Weekday | Day of the week to which the message is sent. Names are in English. | It mantains the same functionality and is now called Message Time (24h). |
Zoho Cliq Channel ID | Stores the Channel ID from Zoho Cliq. | This field is no longer available. |
Zoho Cliq Chat ID | Stores the Chat ID from Zoho Cliq. | This field is no longer available. |
Zoho Cliq Message ID | Stores the Message ID from Zoho Cliq. | This field is no longer available. |
Member Id | This field doesn't exist. | Stores the member ID from the Woztell platform. |
Channel Id | This field doesn't exist. | Stores the Channel ID from the Woztell platform. |
Channel Type | This field doesn't exist. | Stores the Channel Type from the Woztell platform. |
Message Id | This field doesn't exist. | Stores the respective integration's message ID — i.e. if the message is sent from WhatsApp, then the ID's format will refer to both the message and integration. |
Upon installing the new integration, logs from the old module won't be copied to the new module directly. An import of the previous logs should be done whether you wish to keep them. However, logs will be lost if you uninstall the old extension.
Batch Messaging
On the previous Zoho CRM integration, sending messages in batches was done via the "BULK WHATSAPP" button inside "Leads", "Contacts" or the "Campaigns" module. These two features in the new integration are now removed from Zoho CRM and directly performed on our WOZTELL platform.
The PUSH menu option allows the user to schedule the message delivery to the members on the platform. Further details can be found on the official platform's DOCUMENTATION.
What's more, loading a list of members as the destination of the batch messaging can be done with the "Import" feature. More details are available in the official platform's DOCUMENTATION.
Related Lists
On Zoho CRM there are two related lists for each of the two categories, Leads and Contacts, where conversations with clients can be examined: the former list makes reference to the registers in the logging module; the latter displays a preview of the conversations on Zoho Cliq.
Now, with the new integration, we can see the related list in the same place.
Zoho CRM Workflows
The previous WOZTELL integration allowed the creation of Workflows via Zoho CRM to automatize the delivery of notifications by the use of the API.
Now, the API is marked as DEPRECATED and the delivery of notifications can be done through the much more recent and complete API, featuring new security and efficiency functionalities.
Block WhatsApp & WhatsApp Opt Out
Currently for the new integration, "Leads" no longer has the "Block WhatsApp" field, "Contacts" is removed and the functionality of "WhatsApp Opt Out" is changed.
If "WhatsApp Opt Out" is selected in Zoho CRM, the Agents won't be able to start a conversation with someone on WhatsApp via the integration of Zoho Cliq & Zoho CRM, although it's possible from the platform. In order to avoid contacting the user through the platform, the member field should be employed. More details on this ARTICLE.
New WOZTELL API
As mentioned in the above section, the old API of WOZTELL has been marked as deprecated and therefore all the customers using the new WOZTELL version must use the new respective API.
This new API provides many features and improvements over the previous one. Currently there are two types of API:
- BOT API, a REST API ready to interact with bots and send messages.
- OPEN API, a GraphQL API made to perform all kinds of operations within the platform.