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Cloud Voice Documentation

Set up Chat Journal to Zoho CRM

With the Zoho CRM (Customer Relationship Management) integration in place, you can enable Chat Journal so that every message exchanged between a user and a CRM contact is written back to Zoho CRM. This gives your team a complete, time-stamped record of each conversation to reference during follow-up or reporting.

Requirements

Section titled “Requirements”

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

Before you begin

Section titled “Before you begin”

Make sure the following are ready:

  • The Zoho CRM integration is already set up.
  • At least one messaging channel is configured on your phone system.
  • Using the Cloud Voice App, a user assigned to a phone system extension has opened an external chat session with a CRM contact through the messaging channel.

Set up Chat Journal

Section titled “Set up Chat Journal”

  1. Sign in to the phone system management portal and go to Integrations > CRM.

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

  3. Set your synchronization options.

    Chat Journal synchronization settings on the CRM integration page

    • Create Type: Choose the Zoho CRM object that will hold the synced messages, either a Task or a Call.
    • Subject: Enter the subject line for the synced record. You can build this value from variables so each record is labeled consistently.

  4. Click Save.

What happens next

Section titled “What happens next”

When an external chat session with a CRM contact ends, whether the user closes it or the system does, Cloud Voice pushes the whole conversation to that contact’s details page in Zoho CRM.

Synced chat history shown on a Zoho CRM contact record