> ## Documentation Index
> Fetch the complete documentation index at: https://help.cloudtalk.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Using CloudTalk with Zoho

> Explore how calls are handled and how information is synced between CloudTalk and Zoho

> [!NOTE]
>
> In this guide, you will learn how to connect CloudTalk with Zoho CRM, make outbound calls with the Click-to-Call extension, review logged calls, access caller profiles before answering, and work with VoiceAgent calls recorded in Zoho.

**User level**: Agent, Admin, Supervisor

***

> [!WARNING]
>
> **Ready to configure the CloudTalk + Zoho integration?**\
> Follow the step-by-step instructions in our [Configure Zoho](https://help.cloudtalk.io/en/articles/3490662-configure-zoho.md) guide.

## Watch how it works

To see the CloudTalk + Zoho integration in action, watch this short overview:

[YouTube video player](https://www.youtube.com/embed/FoElKze4TmA?rel=0)

## Calling from Zoho

### Make Outbound Calls

As a first step, install the **[Click-to-Call](https://help.cloudtalk.io/en/articles/2964244-the-click-to-call-extension.md)** Chrome extension. After this, all phone numbers in your Zoho account will be converted into a clickable format and you can easily initiate calls with a **single click**.

After the call is initiated, you can learn more about your customer by accessing the **most important caller's detail** with a **single click**.

When you finish a call, you can **evaluate customer satisfaction** and **add different tags**, as well as **notes**.

![](https://mintcdn.com/cloudtalk/9HKUrNCS4QohhOct/images/help-center/articles/5375783/a118f85edf94-screenshot-2025-03-20-at-10-17-34.png?fit=max\&auto=format\&n=9HKUrNCS4QohhOct\&q=85\&s=f821052c9fca0a275b665f41d3cf1f0f)

### Receive Inbound Calls

When receiving an incoming call, you can access the caller's Zoho profile with a single click **even before answering**.

By checking stored information like notes, files, and previous interactions, you can offer a more personalized and efficient service.

To categorize your inbound calls and leads, add customized tags during or after the call. All calls are automatically logged in the customer's profile in Zoho CRM under the **Calls module**.

![](https://mintcdn.com/cloudtalk/9HKUrNCS4QohhOct/images/help-center/articles/5375783/5b389ef12e8d-screenshot-2025-03-19-at-15-15-22.png?fit=max\&auto=format\&n=9HKUrNCS4QohhOct\&q=85\&s=21a293de2db2128490a42c4b258103e8)

## Call logging and data exchange

### Contact Sync

Contacts are merged when multiple Zoho CRM Contacts share the same **phone number, email address, or contact ID**. See our article, *[Contact Merging](https://help.cloudtalk.io/en/articles/5639498-contact-merging.md)*, 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

<table>
  <tbody>
    <tr>
      <td>
        **CloudTalk Setting**
      </td>

      <td>
        **Zoho CRM Event**
      </td>
    </tr>

    <tr>
      <td>
        Log outbound answered calls
      </td>

      <td>
        Create activities for outbound answered calls
      </td>
    </tr>

    <tr>
      <td>
        Log outbound unanswered calls
      </td>

      <td>
        Create activities for outbound unanswered calls
      </td>
    </tr>

    <tr>
      <td>
        Log inbound answered calls
      </td>

      <td>
        Create activities for inbound answered calls
      </td>
    </tr>

    <tr>
      <td>
        Log missed calls
      </td>

      <td>
        Create activities for missed calls
      </td>
    </tr>

    <tr>
      <td>
        Log voicemails
      </td>

      <td>
        Create activities for voicemails
      </td>
    </tr>

    <tr>
      <td>
        Activity type of inbound answered call - Select activity type
      </td>

      <td>
        Creates these calls as a specific type of activity.
      </td>
    </tr>

    <tr>
      <td>
        Strategy for logging calls to ZOHO deals - Select type of deals
      </td>

      <td>
        Adds call activities to:

        * Last modified open deal

        * All open deals

        * All deals

        * No deals
      </td>
    </tr>

    <tr>
      <td>
        Create new leads in Zoho for unassociated call numbers → Enable/Disable
      </td>

      <td>
        Creates a new Zoho lead with the first name '\{number}@cloudtalk' and a phone number.

        CloudTalk fills in only this name and the phone number. To set other fields automatically, such as **Lead Source** or **Lead Status**, create a workflow rule in Zoho CRM for new leads whose name contains `@cloudtalk`.

        💡 Doesn't create a CloudTalk lead until the Zoho contact is updated.
      </td>
    </tr>

    <tr>
      <td>
        Import contact owner as preferred agent → Enable/Disable
      </td>

      <td>
        Imports & syncs contacts from Zoho with the 'Favorite agent' assigned.

        💡 Only works when the owner in Zoho is a CloudTalk agent.
      </td>
    </tr>

    <tr>
      <td>
        Assign missed calls to - Select a CloudTalk user
      </td>

      <td>
        Assigns missed call activities to a specific Zoho user.

        💡 Only Zoho users who are also CloudTalk users can be selected.
      </td>
    </tr>

    <tr>
      <td>
        Business hours policy - Select when calls are logged in Zoho
      </td>

      <td>
        Only adds activities for calls:

        * During business hours

        * Outside of business hours

        * At all times
      </td>
    </tr>

    <tr>
      <td>
        Synchronize Zoho Account
      </td>

      <td>
        Imports Zoho Accounts (Companies) to CloudTalk
      </td>
    </tr>
  </tbody>
</table>

### Calls in CloudTalk and Their Relative Zoho CRM Activities

| **CloudTalk Call** | **Zoho CRM Activity** |
| - | - |
| Contact | Contact |
| Related To | Depends on entity type. For **leads**: the Zoho Lead ID (links to the Leads module). For **accounts**: the Zoho Account ID (links to the Accounts module). For **contacts**: left blank. |
| 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 |

> [!NOTE]
>
> **How "Related To" works:** When a call is logged, CloudTalk checks what type of Zoho record the caller is linked to. If the caller is linked to a Zoho Lead, the "Related To" field on the call activity links to that lead. If linked to a Zoho Account, it links to the account. If the caller is a Zoho Contact (not linked to a lead or account), the "Related To" field is left empty and the contact appears in the "Who" field instead.

### Call Logging

Your calls will be logged in the **Calls module** in Zoho CRM. To view details of a logged call:

1. Navigate to **Calls** in Zoho CRM.

2. Locate the call you want to review.

3. Click on the call entry to see details, including:

   * Agent's name

   * Call duration

   * Call date

   * Call recording (if enabled)

If you have a **missed call** or **voicemail**, you can find it in the **Calls module** under the respective call entry.

![](https://mintcdn.com/cloudtalk/9HKUrNCS4QohhOct/images/help-center/articles/5375783/84b722eba07f-screenshot-2025-03-19-at-15-12-33.png?fit=max\&auto=format\&n=9HKUrNCS4QohhOct\&q=85\&s=4e8537cf024ae4e4f8e1d0d189920e23)

### VoiceAgent Calls

VoiceAgent calls are also logged in Zoho CRM as standard call activities. They are titled "VoiceAgent call" for easy identification and appear alongside other calls in the Calls module.

In the [call analysis prompt,](https://help.cloudtalk.io/en/articles/14072758-voiceagent-skills.md#h_d5557cb8f7) you can define what information the VoiceAgent should extract during the call. CloudTalk will then capture the specified details, such as the customer's issue, a brief summary, or custom data like an order number or preferred subscription plan.

![](https://mintcdn.com/cloudtalk/9HKUrNCS4QohhOct/images/help-center/articles/5375783/ab4b9c920962-screenshot-2025-07-30-at-10-54-39.png?fit=max\&auto=format\&n=9HKUrNCS4QohhOct\&q=85\&s=ae6c304f5b106d2886ef41fbe80a20de)

This data is stored directly in the Zoho CRM call activity and includes details like the call result, call duration, phone numbers involved, and the extracted call analysis data.

![](https://mintcdn.com/cloudtalk/9HKUrNCS4QohhOct/images/help-center/articles/5375783/a6ecde71e7c9-zoho.png?fit=max\&auto=format\&n=9HKUrNCS4QohhOct\&q=85\&s=f738ef0373957858ccbf15fe78f19b96)

> [!TIP]
>
> To learn more, read [this article on exporting VoiceAgent call results to CRM integrations](https://help.cloudtalk.io/en/articles/11904658-exporting-voiceagent-call-results-to-crm-integrations.md).

***

*Need help or have a question?* Just reach out through our [Support portal](https://support.cloudtalk.io/hc/en-us/requests/new?ticket_form_id=26305535257884) — we're here for you.


## Related topics

- [Configure Zoho](https://help.cloudtalk.io/en/articles/3490662-configure-zoho.md)
- [Using Zoho Desk with CloudTalk](https://help.cloudtalk.io/en/articles/14076544-using-zoho-desk-with-cloudtalk.md)
- [Using Zoho CRM with Campaign Dialers](https://help.cloudtalk.io/en/articles/11503460-using-zoho-crm-with-campaign-dialers.md)


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