HelloSend seamlessly integrates with Zoho Desk to bring SMS, WhatsApp, and voice calling directly into your support workspace. This unified communication solution allows agents to manage all customer conversations—across multiple channels—without switching tabs or tools.
Whether you're using your own Twilio or RingCentral numbers, or opting for HelloSend's built-in capabilities, the platform offers full flexibility. WhatsApp connectivity is supported via both mobile-based QR scan and WhatsApp Business API (WABA), ensuring teams of any size can communicate effectively and compliantly.
Supported Integrations
Supported Channels
Step-by-Step Setup Guide
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1
Log in to Zoho Desk
Access your Zoho Desk account and head to the Zoho Marketplace.
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2
Search and Install HelloSend
Search for "HelloSend: Call, SMS & WhatsApp for Zoho Desk." Click Install and follow the on-screen instructions.
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3
Configure General Settings
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Choose departments, channel names, and profile access from the general settings page.
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Click Install and proceed to Authorize Zoho Desk when prompted
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Set your messaging and calling preferences
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4
Integrate Communication Services
Connect your own Twilio, RingCentral, or WhatsApp Business/Personal accounts to enable communication via SMS, voice, and WhatsApp — all within Zoho Desk.
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5
Enable Communication Numbers
Once your communication channels (Twilio, RingCentral, WhatsApp) are connected and setup is complete, HelloSend activates your assigned phone numbers. These numbers are now ready to be used across your Zoho Desk environment for:
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Direct SMS Messaging
Send one-to-one text messages to leads, contacts, or customers directly from Zoho Desk records. All messages are logged under the contact or case for full visibility.
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Bulk SMS Campaigns
Use HelloSend Campaigns to send messages to multiple recipients at once—for promotions, updates, or notifications. You can filter your audience by Zoho Desk fields (e.g., status, region).
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Automated Workflows
Trigger SMS or WhatsApp messages automatically based on Zoho Desk workflows. For example:
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Send an SMS when a lead is assigned
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Notify customers when a case is resolved
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Follow up after a deal closes
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WhatsApp Conversations
Start and reply to WhatsApp messages directly from within Zoho Desk using either a mobile-linked or WhatsApp Business API number. Messages are synced to the appropriate record.
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Voice Calls and Call Flows
Make and receive calls using Twilio voice inside Zoho Desk.
Features include:
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Click-to-call from any record
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Auto-logging of calls with notes
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Custom call flows with IVR and routing logic
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Note: HelloSend supports threaded messaging. This means every WhatsApp or SMS message sent through HelloSend is automatically linked to the relevant ticket—either as a new thread or a comment, depending on the context. This helps your team keep conversations organized and ensures no message is missed.
Benefits of Using HelloSend – SMS, WhatsApp and Voice for Zoho Desk
Multi-Channel Messaging
Communicate with customers via SMS and WhatsApp directly from the ticket view—conversations are automatically synced.
Campaigns & Workflow Automation
Launch bulk campaigns or trigger messages using Zoho Desk workflows (e.g., based on ticket status, SLAs, or tags).
Integrated Calling
Make or receive calls via Twilio with call logs, recordings, and notes saved to the related ticket.
Shared Inbox with Role-Based Access
Improve team collaboration with a shared inbox while maintaining data control through Role-Based Access Control (RBAC) — ensuring users only access messages and numbers relevant to their role or team.
Conclusion
By integrating HelloSend with Zoho Desk, your support team gains a powerful all-in-one platform for managing calls, SMS, and WhatsApp in real time. It eliminates tool switching, improves agent response time, and creates a centralized, trackable communication experience for every customer interaction.
Whether you're scaling your support team or optimizing existing workflows, HelloSend gives you the tools to deliver fast, reliable, and personalized communication directly inside Zoho Desk.
