Set up Call Journal to Zoho CRM

Once your Cloud Voice system is connected to Zoho CRM (Customer Relationship Management, the tool your team uses to track contacts and their interactions), you can turn on Call Journal so that every call between an associated user and a CRM contact is written back to Zoho CRM automatically as soon as the call ends. This page walks you through enabling the feature and shaping what gets logged.

Before you begin

Make sure the Zoho CRM integration is already set up and connected in Cloud Voice.

Enable and configure Call Journal

1. Sign in to the Cloud Voice management portal and open Integration > CRM.

2. On the CRM integration page, switch Call Journal on.

3. Decide what each logged call should contain by filling in the call log fields:

   • Subject: The title that appears on the call log entry.
   • Description: The body text of the call log entry.

   

   Note

   Both fields accept variables, so you can pull live call details (such as the caller number or call time) into the text. Refer to the Call Journal scenario variables for your integration template for the complete list of placeholders you can use.

4. Adjust the remaining options to match how you want calls recorded:

   Setting	What it does
   Play Call Recording	When on, CRM users who are linked to a Cloud Voice extension can open and play call recordings held on the phone system directly inside Zoho CRM.
   Disable Display Missed Call Records in Unanswered Agents	When on, queue and ring group calls are logged only to the CRM of the agent who actually answered. Agents who did not pick up the call do not receive a missed-call entry for it.

   Caution

   With Play Call Recording enabled, clicking a recording in Zoho CRM makes the CRM request the audio file from your Cloud Voice system. For details on how Zoho protects that recording data, check with the CRM provider.

5. Click Save.

What happens next

• When an associated user finishes a call with a Zoho CRM contact, Cloud Voice writes the call log to the CRM using the subject and description you defined.

  

• If you turned on recording playback, Zoho CRM users can find and play the matching call recording without leaving the CRM.