Workflows (Automation)
Workflows let you automate actions between WhatsApp and Zoho Bigin — for example, automatically creating a deal in Zoho Bigin when a customer says a certain keyword on WhatsApp, or sending a WhatsApp message when a deal’s stage changes in Zoho Bigin.
Every workflow has two parts: a Trigger (what starts it) and one or more Actions (what it does in response).
How to Create a Workflow
Step 1: Open Workflows
Go to Integration > Zoho Bigin > Workflows.
Step 2: Click “Create Workflow”
Step 3: Choose a Trigger
A trigger can come from either side — something happening on WhatsApp, or something happening in Zoho Bigin.
WhatsApp-side triggers
- A message contains a specific keyword – fires when an inbound WhatsApp message matches a keyword you set (e.g. “pricing”, “interested”).
- A new contact messages you for the first time – fires once, the very first time a brand-new contact sends a message.
- Any inbound WhatsApp message – fires on every inbound message from a matching contact, with no keyword filter.
Zoho Bigin-side triggers
- A contact is created in Zoho Bigin.
- A contact is updated in Zoho Bigin.
- A contact is deleted in Zoho Bigin.
- A deal (pipeline) is created in Zoho Bigin.
- A deal (pipeline) is updated in Zoho Bigin.
- A deal’s stage changes – fires specifically when a pipeline moves to a stage you choose (e.g. “Negotiation” or “Closed Won”), not on every update.
Note: Zoho Bigin-side triggers depend on real-time sync being active — see the Webhooks tab under Settings. If those triggers stop firing, that’s usually the first thing to check.
Step 4: Add Actions
Using the workflow builder canvas, add one or more actions to run when the trigger fires, for example:
- Send a WhatsApp template message
- Send an interactive WhatsApp message
- Create or update a Zoho Bigin contact
- Create a Zoho Bigin pipeline (deal)
- Add a note to the Zoho Bigin record
- Add a tag to the Zoho Bigin record
- Wait before continuing to the next action
You can chain multiple actions together, and add a wait step in between if you don’t want everything to happen instantly.
Step 5: Save and Activate
Give the workflow a name and save it. A workflow only runs once its status is set to Active — a newly created workflow starts as a draft.
Available Actions
Send a WhatsApp Template Message
Sends an approved WhatsApp template to the contact this workflow ran for.
Purpose Use this to instantly notify or follow up with a customer the moment something happens — for example, sending a “we’ve received your request” template as soon as a deal is created for them in Zoho Bigin.
Send an Interactive WhatsApp Message
Sends a WhatsApp message with buttons or a list the customer can tap to respond, instead of a plain template.
Purpose Use this when you want the customer to make a quick choice (e.g. “Yes, I’m still interested” / “No, not right now”) as part of the automation.
Create or Update a Zoho Bigin Contact
Creates the contact in Zoho Bigin if they don’t exist there yet, or updates their details if they do.
Purpose Keeps Zoho Bigin’s contact record current automatically, without anyone having to click Push to Zoho Bigin manually every time something changes.
Create a Zoho Bigin Pipeline (Deal)
Creates a new deal in Zoho Bigin for the contact this workflow ran for — the same as creating one manually from the Records tab, just done automatically.
Purpose Use this to turn a WhatsApp interaction straight into a sales opportunity — for example, automatically creating a deal the moment a contact replies with a specific keyword like “interested” or “pricing.”
Add a Note to the Zoho Bigin Record
Adds a note directly onto whichever Zoho Bigin record this workflow ran for — the contact, or the pipeline/deal if the workflow was triggered by something happening on a deal.
What it’s for
Notes are a simple, timestamped log entry on a Zoho Bigin record — the same kind of note your sales team could type in manually inside Zoho Bigin, except this one writes itself.
Common Uses
- Leaving a record of what happened automatically — e.g. “Customer replied ‘interested’ via WhatsApp on [date]” — so anyone looking at that contact or deal in Zoho Bigin later has context, without digging through the WhatsApp conversation.
- Logging which automation ran and when, useful for tracking why a deal or contact changed.
- Adding a quick internal note for your sales/support team to see the next time they open that record in Zoho Bigin — for example, flagging that a customer asked a question the bot couldn’t answer, so a human should follow up.
Purpose It keeps a trail on the Zoho Bigin side of what WappCloud’s automation did and why, so your team never has to guess what triggered a change to a contact or deal.
Note: This writes the note straight into Zoho Bigin. It’s not the same as a WappCloud Live Chat message — the customer never sees it; it’s purely for your team’s internal reference inside Zoho Bigin.
Add a Tag to the Zoho Bigin Record
Applies a tag (creating it in Zoho Bigin first if it doesn’t already exist) to the record this workflow ran for.
Purpose Useful for quick filtering and segmentation inside Zoho Bigin — for example, tagging every contact that came in through a specific WhatsApp keyword, so your sales team can filter for them later.
Wait Before Continuing
Pauses the workflow for a set amount of time before running the next action.
Purpose Use this to space out actions instead of firing them all instantly — for example, sending a follow-up template a day after the first message, rather than immediately after it.
Turning a Workflow On or Off
From the Workflows list, use the status toggle on a workflow to switch it between Active and Inactive. An inactive workflow is kept (not deleted) but won’t run until turned back on.
Checking What a Workflow Did
Step 1: Open Executions
Go to Integration > Zoho Bigin > Workflows, then open the Executions tab (or click a specific workflow to see its runs).
Step 2: Review the List
Each run shows whether it Succeeded or Failed, when it ran, and which contact/record it ran for. Click into any run to see a step-by-step breakdown of what happened at each action.
Step 3: Retry a Failed Run (Optional)
If a run failed, open it and click Retry to run it again from the start.
If a Workflow Isn’t Triggering
- Make sure its status is Active, not Draft or Inactive.
- Double-check the trigger is set up correctly (e.g. the exact keyword, or the specific pipeline stage it should watch for).
- Check the Webhooks tab under Settings — if real-time sync isn’t active, Zoho Bigin-side triggers (contact/pipeline changes) won’t reach WappCloud. Try Re-register Webhooks.
If a Workflow Runs but an Action Fails
Open that run under Executions — the failed step shows a specific error message explaining what went wrong (for example, a missing template or an invalid field), which is usually enough to tell you what to fix before retrying.