Direct Messaging – Send a One to one SMS Easily in Zoho CRM with HelloSend

Looking to send personalized one-on-one SMS messages directly from Zoho CRM? HelloSend makes it easy to connect with your leads and customers through real-time, individual conversations—all without leaving your CRM. Whether you're confirming appointments, following up on inquiries, or sharing important updates, HelloSend helps you communicate faster and more effectively right from the contact or lead or deal record.

With intuitive features like phone field selection, message templates, emoji support, and smart suggestions, HelloSend transforms your Zoho CRM into a seamless SMS communication hub. You can message from List View, Detail View, or even Related Lists—making personalized outreach a natural part of your daily workflow. Strengthen customer relationships, streamline communication, and stay on top of every conversation—all from inside Zoho CRM.

Supported Integrations

✅ Zoho CRM

Supported Channels

✅ Twilio
✅ RingCentral
✅ Business WhatsApp
✅ Personal WhatsApp
✅ Twilio Calls

✅ Steps to Send a One-on-One SMS

  • Log in to Zoho CRM
    Access your Zoho CRM account with the appropriate permissions.
  • Go to the Contact, Lead, or Deal Record
    Navigate to the specific Contact, Lead, or Deal to whom you want to send a message.
  • Locate the HelloSend Widget or Button
    You can find the HelloSend option in the following views within a Contact, Lead, or Deal record:
    • List View – Select a record and look for the HelloSend option in the top actions bar or under the ellipsis (⋯) menu.
    • Details View – Open the individual record to find the HelloSend widget or button within the record layout (usually on the right panel or toolbar).
    • Related List View – Scroll down to find the HelloSend panel under the related modules section.
  • Use Module-Based Templates (Optional)
    HelloSend supports pre-saved SMS templates that are specific to the module you're working in (e.g., Leads, Contacts, Deals). These templates include dynamic fields using mail merge, so each message is personalized automatically.
    You can insert a template in two ways:
    • Choose Template Dropdown
      At the bottom of the message area, click the "Choose Template" dropdown. Select a template to auto-fill the message with merge-ready content.
    • Use Slash Command /
      In the message area, type / to open a searchable list of templates. Start typing to filter and press Enter to insert.

    💡 Dynamic fields like {{First_Name}} automatically populate from Zoho CRM.

  • Send the Message
    Once everything is set, click the "Send" button.
    If a conversation page is available, the delivery status will appear with the message:
    • ✅ A single tick indicates the message was sent.
    • ✅ Double ticks confirm it was delivered.

🌟 Key Functions of the Send SMS Panel

Does HelloSend support different views for sending messages?

A checkbox is available to select recipients directly within the panel.

Chat View and Form View Toggle – Choose your preferred layout for composing messages:

  • Chat View – Presents messages in a real-time conversation format.
  • Form View – Displays structured input fields for message and recipient details.

How will I be informed about new updates from HelloSend?

HelloSend notifies users about new updates or announcements directly within the Zoho CRM interface.

  • When an update is available, the icon will highlight or display a banner message..
  • This ensures you're always informed about feature enhancements, changes, or important alerts—without needing to leave your CRM.
  • Simply click on the icon or banner to view the full update or message.

How can I redirect to the full HelloSend page from Zoho CRM?

When you click the ≡ menu icon in the HelloSend panel, you’re taken to the full HelloSend dashboard. This page includes:

  • Inbox – View and manage all ongoing one-on-one conversations.
  • Message Logs – See detailed history of all sent and received messages, along with delivery statuses.
  • Settings – Configure phone fields, template preferences, user roles, and SMS provider integration.

📞 Can I choose specific phone fields for sending SMS messages through HelloSend?

In the Send SMS panel, you will find the "To Number" field followed by a settings (gear) icon ⚙️. Here's how it works:

  • Phone Configuration Popup – Clicking the gear icon opens a configuration popup.
  • Primary & Secondary Phone Fields – Displays current phone fields configured in Zoho CRM.
  • Update Phone Fields – Updates are saved and appear in the dropdown.
  • Associated Module Phone Field Support – Phone fields from related modules (e.g., Accounts, Deals) also appear for selection.

💡 This feature provides flexibility to choose the most appropriate number.

📎 Can I attach a file using a URL instead of uploading it?

  • Click the attachment icon inside the message input area.
  • Supported formats: JPG, PNG, bmp, gif, tiff, svg+xml, 3gpp, MP4, mpeg, msvideo, vcard, zip, gzip, rtf.
  • Max upload size: 2 MB.
  • You can also paste a file URL if supported.

💡 Media can improve engagement and message impact.

😊 How can I add emojis to my message in HelloSend?

  • Click the emoji icon inside the message input area.
  • Pick from a wide range of emojis for emotion and personalization.

💡 Makes messages more engaging and human-friendly.

✨ How do I use a suggested reply in my message?

  • Click the sparkle icon at the bottom-left corner.
  • Select from suggested replies, which can be edited before sending.

💡 Saves time and ensures quick, consistent communication.

Conclusion

HelloSend simplifies one-on-one SMS communication directly within Zoho CRM, empowering users to engage with leads, contacts, and customers effortlessly. By streamlining SMS campaigns through features like message templates, media attachments, and smart suggestions, HelloSend ensures that businesses can maintain personalized communication, strengthen relationships, and boost overall productivity—all from within their CRM.

🔹 Benefits of Using HelloSend SMS Campaigns in Zoho CRM

  • Seamless Integration – Send SMS messages without leaving Zoho CRM, offering a more streamlined workflow.
  • Personalized Outreach – Easily customize messages using templates, dynamic fields, and emojis to build stronger connections.
  • Real-Time Engagement – Send timely updates, confirmations, and follow-ups, enhancing customer interaction.
  • Efficient Communication – Save time with suggested replies and quick access to messaging features from any Zoho CRM record.
  • Flexibility & Customization – Choose the most appropriate phone numbers for each contact and attach media to enrich your messages.
  • Improved Tracking – Monitor delivery statuses and keep track of all conversations in one place, ensuring no follow-up is missed.

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Need help? Reach out to assist@hellosend.com
On this page
  1. Steps to Send a One-on-One SMS
  2. Key Functions of the Send SMS Panel
  3. Can I add a file via URL instead of uploading?
  4. How to use a suggested reply?
Help Articles
1. How to create SMS Templates?
2. How to Use HelloSend for CRM SMS Campaigns?
3. How do I block unwanted or spam numbers?
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