Integrating CloudTalk with Zoho CRM enhances your communication capabilities by synchronizing contacts, logging calls, and enabling click-to-call features directly from Zoho CRM. This guide will walk you through the setup process and customization options to optimize your workflow.
Prerequisites
Before starting, ensure you have:
CloudTalk Account: An active CloudTalk account with admin privileges.
Zoho CRM Account: An active Zoho CRM account with admin rights.
Compatible CloudTalk Plan: Subscription to an Essential, Expert, or Custom CloudTalk plan.
Setting Up the Integration
Log into CloudTalk Dashboard:
Access your account at CloudTalk Dashboard.
Navigate to Integrations:
Click on Account > Integrations in the left sidebar.
Add Zoho Integration:
Find Zoho in the list of integrations and click the + Add button.
Select Zoho Data Center Domain:
Choose your Zoho data center domain (e.g.,
.com,.eu,.in).
Authenticate Integration:
You'll be redirected to the Zoho login page. Enter your credentials and authorize the integration.
Complete Setup:
After successful authentication, you'll return to the CloudTalk dashboard.
Once the integration is set up, all your Zoho contacts will get synchronized with CloudTalk.
Thanks to this, your agents will have all the important information available during the call and will be able to open a customer's Zoho contact details with a single click.
Important notice: The data synchronization may take a few minutes.
Integration customization
Define which calls (inbound, outbound, missed calls and voicemails) to log into Zoho. The call will be logged as a closed activity.
Pick which CloudTalk numbers should get linked to your Zoho integration. It will help you better organize your data. If no number is selected, all numbers get synced to Zoho.
Choose whether you want to log all calls, only calls made during business hours or when your lines are closed.
Decide how to tag your contacts in CloudTalk.
Decide whether to log outbound and inbound SMS messages as activities in Zoho.
Choose whether to assign missed calls to specific agents.
After customizing your settings, click “Save settings” to apply the changes.
Synchronization of Zoho CRM and CloudTalk
Merging of Contacts
Contacts are merged when multiple Zoho CRM Contacts share the same phone number, email address, or contact ID. See our article, How Does CloudTalk Merge Contacts, for further details.
A new contact in Zoho CRM will automatically merge under an existing CloudTalk contact if it is created with any of the same phone numbers or emails.
CloudTalk Contact | Sync Type | Zoho CRM Contact |
Name | ⬅➡ | First Name, Last Name |
Contact Link (*) | ⬅➡ | Link to Contact Profile (e.g., https://crmplus.zoho.eu/crm/org20080256729/tab/Contacts/420152000000344001) |
Phones | ⬅➡ | Phone, Mobile Phone |
Emails | ⬅➡ | Email, Secondary Email |
Tags | 🚫 | Not Synced |
Title | 🚫 | Not Synced |
Company | 🚫 | Not Synced |
Industry | 🚫 | Not Synced |
Website | 🚫 | Not Synced |
Address | 🚫 | Not Synced |
City | 🚫 | Not Synced |
Zip | 🚫 | Not Synced |
State | 🚫 | Not Synced |
Country | 🚫 | Not Synced |
Favorite Agent | ⬅➡ | Contact Owner |
Workflow Settings in CloudTalk and Their Partnered Zoho CRM Events
CloudTalk Setting | Zoho CRM Event |
Log outbound answered calls | Create activities for outbound answered calls |
Log outbound unanswered calls | Create activities for outbound unanswered calls |
Log inbound answered calls | Create activities for inbound answered calls |
Log missed calls | Create activities for missed calls |
Log voicemails | Create activities for voicemails |
Activity type of inbound answered call - Select activity type | Creates these calls as a specific type of activity. |
Strategy for logging calls to ZOHO deals - Select type of deals | Adds call activities to: - Last modified open deal - All open deals - All deals - No deals |
Create new contacts in Zoho for unassociated call numbers → Enable/Disable | Creates a new Zoho contact with the first name ‘{number}@cloudtalk‘ and a phone number. 💡 Doesn’t create a CloudTalk contact until the Zoho contact is updated. |
Import contact owner as preferred agent → Enable/Disable | Imports & syncs contacts from Zoho with the ‘Favorite agent‘ assigned. 💡 Only works when the owner in Zoho is a CloudTalk agent. |
Assign missed calls to - Select a CloudTalk user | Assigns missed call activities to a specific Zoho user. 💡 Only Zoho users who are also CloudTalk users can be selected. |
Business hours policy - Select when calls are logged in Zoho | Only adds activities for calls: - During business hours - Outside of business hours - At all times |
Synchronize Zoho Account | Imports Zoho Accounts (Companies) to CloudTalk |
Calls in CloudTalk and Their Relative Zoho CRM Activities
CloudTalk Call | Zoho CRM Activity |
Contact | Contact |
Related To | Company Name |
Activity Status | Subject Format: {status} call |
Call Type | Direction |
Status | Status |
Call Duration | Duration |
Call Start Time | Start Time |
Outcome / Reason of Outgoing / Incoming Call | Description Format: CloudTalk number: {cloudtalkNumber} Caller Phone Number: {contactNumber} Agent: {agentName} Notes: {callNote} Recording URL: {recordingUrl} |
Notes | Notes |
Make calls directly from Zoho
Enhance efficiency by making calls directly from Zoho CRM:
Install Click-to-Call Extension:
Visit the Click-to-Call page and follow the installation instructions.
Initiate Calls:
After installation, all phone numbers in Zoho will become clickable, allowing you to start calls with a single click.
Log Calls Automatically:
All calls made through Zoho will be logged as activities, capturing details like call duration, agent name, and call recordings.
Pro Tip: Remove other Chrome extensions or telco providers that might interfere with the click-to-call feature.
If you need further assistance or have any questions, you can contact our Support team. We are always here to help you!