Set up Chat Journal to Zoho CRM

Chat Journal keeps your Zoho CRM (Customer Relationship Management system) up to date by writing the full message history from a chat session onto the matching contact once the conversation ends. This gives your team a single place to review past exchanges and follow up without leaving the CRM.

Caution

A conversation is only journaled when the recipient’s number on the chat session is an exact match for the number saved on the CRM contact, for example, +1123456789 must appear identically in both places.

Requirements

Your Cloud Voice system must be running firmware version 84.23.0.83 or later.

Before you start

Make sure the following are in place:

On the phone system

• Zoho CRM integration is already connected.
• At least one messaging channel is configured.

In the Cloud Voice App

• A CRM user (linked to a Cloud Voice extension) has already started an external chat with a CRM contact through a messaging channel.

Turn on and configure Chat Journal

1. Sign in to the phone system web portal and open Integrations > CRM.

2. On the CRM integration page, enable Chat Journal.

3. Set your synchronization options.

   

   • Create Type: Choose which Zoho CRM object holds the synced messages, Task or Call.
   • Subject: Enter the title used for each synced record. You can build the subject from variables so it reflects details of the conversation.

4. Select Save.

What happens next

Once an external chat with a CRM contact is closed, whether the user ends it or the system does, the phone system copies the whole conversation to that contact’s detail page in Zoho CRM.

Note

Messages are written in the order they were sent and include the channel type, timestamp, sender, and message content.