Use Zoho Desk Integration

Once Cloud Voice is connected to Zoho Desk, your extensions and your Zoho Desk records start working as one. This page explains each capability the integration unlocks, along with anything you need in place before it works.

Click to call

Before you start: install the Cloud Voice App extension for Google Chrome and set up the Cloud Voice App (Web) to work with it.

With the extension active, any phone number that Cloud Voice recognizes on a Zoho Desk page becomes clickable. Select the number and the call goes out immediately through your Cloud Voice (PBX, short for Private Branch Exchange: the system that routes your calls) extension.

Call popup

Before you start: keep at least one of these clients signed in:

• Cloud Voice App (Desktop)
• Cloud Voice App (Web)

Note

If you close the browser or the Cloud Voice App (Web) tab, you will not receive calls. Installing the Cloud Voice App extension for Google Chrome avoids this, since it can still open the call popup tab even when the browser window is closed.

When an extension answers or receives an inbound call from a Zoho Desk contact, or wraps up a call with one, a new browser tab opens automatically with that contact’s Zoho Desk details. You can also open the contact’s record by hand from the call window while the call is in progress.

For the available settings, see Set up Call Popup.

Automatic call popup	Manual call popup

Note

The browser may block the popup. If it does, select the blocked icon in the address bar, allow the popup and the site redirection, then select Done.

Call journal

Note

This feature works only with the Standard, Professional, or Enterprise edition of Zoho Desk.

Every outbound call, inbound call, and missed call is logged to Zoho Desk on its own, so you keep a record of each conversation without any manual entry.

To review the entries, open the contact’s detail page in Zoho Desk and go to ACTIVITIES > CALLS > All Calls.

Chat journal

When an external chat session between an agent (whose extension is tied to Cloud Voice) and a Zoho Desk contact ends, closed by the agent or by the system, every message from that session is synced to Zoho Desk automatically. This keeps a full history of each customer interaction in one place.

To read the synced messages, sign in to Zoho Desk and open the relevant contact’s detail page.

Contact synchronization

Both inbound and outbound calls trigger a contact lookup in Zoho Desk. When a matching number is found, that Zoho Desk contact is copied into the associated PBX phonebook. The synchronized entry is read-only.

For the full setup, see Set up Contact Synchronization from Zoho Desk.

Contact or account creation

When an associated extension places a call to, or receives a call from, a number that Zoho Desk does not recognize, Cloud Voice can create a new contact or account in Zoho Desk, either automatically or on your confirmation.

For the full setup, see Set up Contact or Account Creation for Zoho Desk.

Automatic ticket creation

When an extension tied to a Zoho Desk user takes an inbound call from, or dials an outbound call to, a Zoho Desk contact, a new ticket is created automatically on that contact’s details page.

Note

Because of a Zoho Desk restriction, automatic ticket creation is available for Contacts only, not for Accounts.

For the full setup, see Set up Automatic Ticket Creation for Zoho Desk.