Use Zoho CRM Integration

Once Zoho CRM is connected to Cloud Voice, your phone system and your customer relationship management (CRM) tool start working as one. This page walks through what the integration lets you do day to day, from placing calls straight out of a contact record to keeping every conversation logged automatically.

Click to call

Prerequisites: Install the Cloud Voice extension for Chrome and configure the Cloud Voice web app to work alongside it.

Cloud Voice recognizes phone numbers on any Zoho CRM page. Click a detected number and the call goes out immediately through your PBX (private branch exchange, the phone system that routes your calls) extension, so there is no need to copy a number or dial by hand.

Call popup

Prerequisites: Stay signed in to at least one of these clients:

• Cloud Voice desktop app
• Cloud Voice web app

Caution

If you close the browser or the Cloud Voice web app tab, you will stop receiving calls. Installing the Cloud Voice extension for Chrome avoids this, because it can still open the contact popup even when the browser window is closed.

When you receive or answer an inbound call from a CRM contact, or wrap up a call with one, Cloud Voice opens a new browser tab showing that contact’s record. You can also pull up the record yourself from the call window at any point during a call.

Automatic popup	Manual popup

To choose when the popup appears and whether it opens on its own or on demand, see Set up Call Popup.

Note

The browser may block the popup. If it does, click the blocked-content icon in the address bar, allow the pop-up window and site redirection, then click Done.

Call journal

With the integration in place, every outbound, inbound, and missed call is written to Zoho CRM automatically, giving you a reliable record of each conversation.

• In Zoho CRM, open a contact’s detail page and check the Closed Activities section to see the logged calls.

  

• If call recording playback is turned on, you can view and play the matching recordings without leaving the CRM.

  

For the full setup, see Set up Call Journal to Zoho CRM.

Chat journal

When an external chat session between a Cloud Voice user and a CRM contact ends, whether the user closes it or the system does, all of that session’s messages sync to Zoho CRM automatically, so the customer’s interaction history stays complete.

To read the synced messages, open the contact’s detail page in Zoho CRM.

Contact synchronization

Both inbound calls from CRM contacts and outbound calls to them trigger a lookup in Zoho CRM. When the number matches an existing CRM contact, that contact is copied into the associated PBX phonebook.

Note

Synchronization runs one way only, from Zoho CRM into the Cloud Voice phonebook. The copied entry is read-only, so it cannot be edited from the phonebook side.

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

Contact or lead creation

When a call comes from, or goes to, a number that is not yet in your CRM, Cloud Voice can create a new contact or lead in Zoho CRM, either automatically or on demand.

Tip

Automatic creation builds your contact database without any manual data entry, which is handy for busy teams. If you would rather review each unknown caller first, choose on-demand creation instead.

For the full setup, see Set up Lead or Contact Creation for Zoho CRM.