--- title: "Zoho CRM + OmniChannels.ai: message leads and customers from workflow rules" description: "Send WhatsApp and SMS from Zoho CRM workflow rules through the OmniChannels.ai API, using webhook actions or Deluge functions, and record delivery statuses." canonical: "https://omnichannels.ai/integrations/zoho-crm/" language: "en" updated: "2026-10-10" publisher: "BroadNet Technologies" brand: "OmniChannels.ai" --- # Zoho CRM + OmniChannels.ai: message leads and customers from workflow rules Canonical: https://omnichannels.ai/integrations/zoho-crm/ Language: en Publisher: OmniChannels.ai by BroadNet Technologies **In short:** Zoho CRM workflow rules can send WhatsApp and SMS through the OmniChannels.ai REST API, either with a Webhooks action or with a Deluge function that calls the API using invokeurl and your Bearer token. Delivery statuses and replies reach an automation tool or your endpoint through our webhook, which updates the record. There is no Zoho Marketplace extension involved. Connect via API & webhooks ## What you can do ### Follow up new leads When a lead is created from a web form, a workflow rule sends an SMS or WhatsApp template to the lead's mobile number, if they opted in. ### Remind contacts about visits A date-based workflow rule on a meeting, appointment or custom date field sends a reminder the day before. ### Message on deal stage changes When a deal's stage changes, a Deluge function messages the related contact with the next step. ### Send renewal reminders A date-based rule on a renewal or expiry field sends an approved WhatsApp template ahead of the date. ### Record statuses and replies An automation tool receives statuses and inbound replies from our webhook and adds a note or updates a field through the Zoho CRM API. ## How it connects Zoho CRM's workflow rules have two ways to call our API. A Webhooks action sends an HTTP request to a URL you set, with record fields as parameters; check in Zoho's current documentation that it can send the Authorization header and body format you need. A Deluge function attached to the rule uses invokeurl, which gives full control over the URL, headers and body, so it is the more flexible choice for our JSON and multipart endpoints. For the way back, our platform posts delivery statuses and inbound messages to the one webhook URL configured on your account. Point it at an automation tool such as n8n, Make or Zapier, or at your own endpoint, which matches the message ID you stored and updates the record through the Zoho CRM API. - Send: workflow rule with a Webhooks action or a Deluge function using invokeurl - Keep the token in a Zoho connection or an organisation variable, not in plain function code - Single SMS is a JSON request; bulk and most other channel sends use multipart/form-data - Store the returned message ID on the record to match statuses later - Approved WhatsApp templates for business-initiated messages outside the 24-hour window ## Set it up 1. **Request API access:** Request test access and receive an API token. Test sends go only to your own verified numbers. (Guide: https://omnichannels.ai/developers/authentication/) 2. **Write the Deluge function:** Create a function that builds the request for POST /sms/sendSms or another channel endpoint and calls it with invokeurl and the Authorization header. (Guide: https://omnichannels.ai/developers/sms/) 3. **Attach it to a workflow rule:** Create a workflow rule on Leads, Deals or another module, set the trigger and conditions, and add the function, or a Webhooks action, as the instant or scheduled action. 4. **Save the message ID:** Have the function write the ID from the API response to a field on the record so statuses can be matched later. 5. **Route statuses back:** Ask our team to point your account's webhook at your automation tool or endpoint, which updates the matching record through the Zoho CRM API. (Guide: https://omnichannels.ai/developers/webhooks/) 6. **Test with your own number:** Trigger the rule on a test record with your verified number and check the message and the stored status. ## Example workflow Zoho CRM workflow rule (Lead created, deal stage changed or date reached) → Deluge function or webhook (invokeurl call with your Bearer token) → OmniChannels.ai API (Sends the message and returns a message ID) → Customer's phone (WhatsApp template or SMS delivered) → Status back to Zoho CRM (Automation tool updates the record through the API) ## Questions ### Is there an OmniChannels.ai extension on Zoho Marketplace? No. Zoho CRM calls our public REST API through its own workflow features, a Webhooks action or a Deluge function using invokeurl, with your API token. ### Should I use a webhook action or a Deluge function? A Deluge function is usually easier for our API, because it controls the headers and body completely and can read the response to store the message ID. Webhook actions suit simple requests or sending data to an automation tool. ### Do Zoho CRM workflow rules and functions depend on my edition? Workflow rules, webhooks and functions, and their usage limits, vary by Zoho CRM edition. Check Zoho's current edition details before you plan high volumes. ### How do replies get into Zoho CRM? Inbound messages arrive at the webhook URL on your account. An automation tool or your endpoint finds the record by phone number and adds a note or updates a field with the Zoho CRM API. ## Developer guides - https://omnichannels.ai/developers/authentication/ - https://omnichannels.ai/developers/sms/ - https://omnichannels.ai/developers/whatsapp/ - https://omnichannels.ai/developers/webhooks/ ## Vendor documentation - [Webhooks — Zoho CRM Help](https://help.zoho.com/portal/en/kb/crm/automate-business-processes/actions/articles/webhooks-workflow) - [Deluge help](https://www.zoho.com/deluge/help/) ## Related integrations - https://omnichannels.ai/integrations/hubspot/ - https://omnichannels.ai/integrations/salesforce/ - https://omnichannels.ai/integrations/make/ - https://omnichannels.ai/integrations/n8n/ Zoho CRM is a trademark of its owner. OmniChannels.ai is not affiliated with or endorsed by Zoho CRM; this page describes a connection built with Zoho CRM's own MCP, HTTP or webhook features. Updated: 2026-10-10