CRM Integration FAQ

When Cloud Voice syncs contacts with a CRM (Customer Relationship Management) system such as Zoho or Salesforce, the results depend on how that CRM’s fields are configured on your side. The questions below cover the two problems customers report most often and how to resolve each one.

Note

Cloud Voice reads the phone and contact fields from your CRM so an incoming caller shows up by name and calls are matched to the right record. If Cloud Voice cannot read the fields it needs, the lookup fails, which is what produces both symptoms described here. Almost every fix is a permission or field setting inside the CRM, not inside Cloud Voice.

Why did Cloud Voice fail to synchronize existing contacts in Zoho CRM?

The usual cause is a field access permission problem. If Cloud Voice cannot reach the fields it needs inside the modules you are syncing from, contact synchronization fails. Start by confirming that the required fields listed below exist and are configured correctly in Zoho CRM. Check every module you sync from (Accounts, Leads, and Contacts), not just one, because a missing or unreadable field in any of them can stop synchronization.

Module	Required fields
Accounts	Phone, Fax
Leads	Phone, Mobile, Fax
Contacts	Phone, Home Phone, Other Phone, Asst Phone, Mobile, Fax

There are two things to verify: that every required field has been created in each module, and that each field’s permission is set to Read and Write.

Caution

Both conditions have to be true. A field that exists but is not set to Read and Write will still block synchronization, and so will a Read and Write permission on a field that no longer exists. If sync keeps failing after you confirm the fields are present, check the permissions next (and the other way around).

Confirm the required fields exist in each module

1. Sign in to Zoho CRM and click the settings icon in the top-right corner.

   

2. Under Customization, click Modules and Fields.

   

3. Check whether the required fields for the module have been created.

   a. Hover over the more icon next to the module you want, then click Fields.

   

   b. In the top-right corner of the field list, click Create and Edit Fields.

   

   c. In the module information section, verify that the required fields are shown.

   

   Tip

   If a required field was removed by accident, look for it in the Unused Fields list. To restore it, drag the field from Unused Fields into the module information section and save your changes.

   

Confirm each required field is set to Read and Write

1. Sign in to Zoho CRM and click the settings icon in the top-right corner.

   

2. Under Customization, click Modules and Fields.

   

3. Review the permission on each required field.

   a. Hover over the more icon next to the module you want, then click Fields.

   

   b. Open the Field Permissions tab and select the Standard profile.

   

   Note

   Field permissions in Zoho are set per profile. Review the permission on the profile that the account connected to Cloud Voice actually uses. This example uses the Standard profile, but if your integration account is assigned a different profile, check that one instead.

   c. Find the required field and confirm its permission is set to Read and Write.

   

Why does Cloud Voice create a new contact on an incoming call when the contact already exists in Salesforce CRM?

This typically comes down to a field permission issue: when a required field is not visible, Cloud Voice has no read or write access to it on the object you are syncing from, so it cannot match the incoming caller to the existing record. Because the match fails, Cloud Voice treats the caller as unknown and creates a duplicate contact. To fix this, adjust the field accessibility settings for the fields below on the Account and Contacts objects in Salesforce CRM.

Object	Required fields
Account	Account Name, Phone, Fax, Description
Lead	Name, Phone, Fax, Email, Description
Contact	Name, Account Name, Phone, Home Phone, Mobile Phone, Other Phone, Asst. Phone, Fax, Email, Mailing Address, Description

The steps below use the Home Phone field on the Contact object as an example of how to review a field’s permission.

1. Sign in to Salesforce CRM, click the settings icon in the top-right corner, then click Setup.

   

2. In the left navigation bar, go to PLATFORM TOOLS > Objects and Fields > Object Manager.

   

3. Search for the object you want, then click its label to open the object details page.

   

4. Open the Fields & Relationships tab, search for the field, then click its label to open the field details page.

   

5. Click Set Field-Level Security.

   

6. In the Field-Level Security for Profile section, select the Visible checkbox, then click Save.

   

   Caution

   Field-level security in Salesforce is set per profile, and the change does not take effect until you click Save. Make Visible for the profile assigned to the account connected to Cloud Voice, and repeat this for every required field in the table above, not just Home Phone.