Initial setup/ things to check
Make sure you’re on an Essential, Expert, or Custom CloudTalk plan.
Make sure you have an active Zoho CRM account.
Make sure you’re a Zoho CRM Admin.
Make sure you’re a CloudTalk Admin
Adding Zoho CRM in CloudTalk
Login to your CloudTalk Dashboard.
Go to Account > Integrations.
In the Add Integration section, find ZOHO and click
+ Add.Select your Zoho Datacenter domain. Ex. https://crm.zoho.eu/ has the Domain Europe (.eu).
5. Choose your Zoho account to integrate and click Submit and then Accept for the access request
💡 TIP: The choice here is almost always 'production'.
6. You’ll be redirected back to CloudTalk, click Finish to save your Workflow settings.
7. To only log calls for specific CloudTalk numbers, add these numbers in the Connected numbers section.
8. To only log SMSes for specific CloudTalk numbers, add these numbers in the Connected numbers for SMS section.
9. At the top of the page, make sure your integration is set to Active.
10. Click Save.
Synchronisation of Zoho CRM and CloudTalk
1. Merging of contacts
Contacts are merged when multiple Zoho CRM Contacts have the same phone number, email address, or contact ID. See our article, 'How does CloudTalk Merge Contacts' for further information.
A new contact will automatically merge under an existing contact in CloudTalk if it is created with any of same phone numbers or emails in Zoho.
CloudTalk Contact | One-way or two-way sync | Zoho CRM Contact |
Name | ⬅➡ | First name |
Contact link (*) | ⬅➡ | Link to contact profile |
Phones | ⬅➡ | Phone |
Emails | ⬅➡ | Email |
Tags |
| 🚫 |
Title |
| 🚫 |
Company |
| 🚫 |
Industry |
| 🚫 |
Website |
| 🚫 |
Address |
| 🚫 |
City |
| 🚫 |
Zip |
| 🚫 |
State |
| 🚫 |
Country |
| 🚫 |
Favorite agent | ⬅➡ | Contact Owner |
2. 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 either to: |
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 | Import & sync 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: |
Synchronise ZOHO Account | Imports ZOHO Accounts (Companies) to CloudTalk |
3. Calls in CloudTalk and their relative Zoho CRM activities:
CloudTalk Call | Zoho CRM Activity |
Contact | Contact |
Related To | Company name |
Activity Status | Subject |
Call Type | Direction |
Status | Status |
Call Duration | Duration |
Call Start time | Start time |
Outcome / Reason Of Outgoing / Incoming Call | Description |
Notes | Notes |
❗Important❗
All calls are logged under “Closed Activities” on the Zoho CRM contact details page. This is due to the Zoho system considering a call to be closed/completed once it is automatically logged, this functionality cannot be amended by CloudTalk.
If you need further assistance or have any questions, you can contact our Support team. We are always here to help you!