Set up Chat Journal to Zoho Desk

Once Cloud Voice is connected to Zoho Desk, you can enable Chat Journal so that every messaging conversation between an extension user and a Zoho Desk contact is written back to that contact’s record in Zoho Desk. This gives your agents a full, searchable history to reference and analyze.

Caution

A conversation is only journaled when the recipient number in the chat session is an exact match for the number saved on the Zoho Desk contact. Both values must be identical, including country code and formatting (for example, +1123456789 on each side).

Before you begin

On the PBX (Private Branch Exchange, the phone system that runs Cloud Voice)

• Cloud Voice must already be integrated with Zoho Desk.
• At least one messaging channel has to be set up on the PBX.

In the Cloud Voice App

• The extension user has already opened an external chat with a Zoho Desk contact through a messaging channel in the Cloud Voice App.

Note

Chat Journal requires Cloud Voice firmware 84.23.0.83 or later.

Sync a chat history to Zoho Desk

1. Sign in to the PBX web portal and open Integrations > Helpdesk.

2. On the Helpdesk page, switch on Chat Journal.

3. Set how conversations are recorded in Zoho Desk.

   

   • Create Type: Choose whether Cloud Voice writes each synced conversation to Zoho Desk as a Task or a Call.
   • Subject: Enter the title used for the record in Zoho Desk. You can build this from variables to include details from the conversation.

4. Click Save.

What happens next

When an external chat with a Zoho Desk contact ends, either because the user closes it or the system does, Cloud Voice sends the whole conversation to that contact’s page in Zoho Desk.

Note

Messages are written in the order they were sent, and each entry carries its channel type, timestamp, sender, and message content.