Zoho Desk - Shared WhatsApp Number Across Zoho Services

Zoho now supports using a single WhatsApp Business phone number across multiple Zoho services, allowing teams in support, sales, and other departments to participate in the same conversation thread.

• A single WhatsApp channel is created and shared across connected Zoho services. Incoming messages appear in all connected services simultaneously.
• When an agent replies from one service, the response is reflected in other services. In Zoho Desk, replies from other services appear in a masked format to indicate a response was sent without exposing full message content.
• The first service where the WhatsApp number is configured becomes the parent service, which controls automation such as chatbots, auto-replies, workflow-based messages, and outbound notifications.
• Other subscribed services can view the conversation timeline and participate, but cannot trigger their own automation on the shared number.
• If the parent service is removed, another subscribed service is automatically promoted to parent without affecting ongoing conversations.
• A warning is shown if two agents attempt to handle the same conversation from different services, helping reduce duplicate replies.
• If one service disconnects from the shared number, other services continue receiving messages without disruption.
• This feature is supported in Zoho One, Zoho CRM Plus, and other qualifying bundles. Standalone product licenses and certain apps (Books, Inventory, Invoice, Subscriptions, Expense, Commerce, Checkout, Payroll) maintain separate channels.