Zoho CRM

Connect Zoho CRM to Edesy - sign in as a Zoho administrator, map users, and add a call button to Leads and Contacts. Calls are logged in the Calls module with owner, missed-call type and recording link.

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The Zoho CRM connector logs each call as a record in Zoho's Calls module, linked to the matching Lead or Contact and owned by the user who took or placed the call. The recording link goes in the call's description. A button on Leads and Contacts starts a click-to-call.

What gets logged#

Field Value
Subject Inbound call from +91…, Missed call from +91…, Outbound call to +91… or Unanswered call to +91…
Related record The Lead or Contact you called from, or the one whose Phone or Mobile matches the customer's number
Owner The mapped Zoho user. Unmapped calls are logged without an owner
Direction, start time, duration From the call
Missed Set for unanswered calls
Description The recording link

Recordings that arrive after the call was logged are added to the same record.

Set up#

  1. In voice-app.edesy.in, open Settings → CRM integrations and click Connect Zoho CRM.
  2. Sign in to Zoho as a Zoho administrator and approve access. Orgs in any Zoho data centre work: .com, .in, .eu, .com.au and the others.
  3. On the Users tab, enter the phone each Zoho user answers calls on. Calls forwarded to that phone are logged as theirs. See Map Your Users.
  4. Add the call button in Zoho: Setup → Customization → Modules → Leads → Links and Buttons → New Button, choose Open a URL, and paste the Button URL for Leads from the connection's Set up tab.
  5. Repeat step 4 for Contacts with the Contacts URL.
  6. Click the button on a lead. Your phone rings first, then the lead's. The call appears under the lead's Calls.

The button URL contains a secret for your workspace. Keep it private. If it leaks, disconnect and connect Zoho again to get a new one.

Inbound calls#

Inbound calls are logged for your Edesy forwarding numbers. Set up a forwarding rule that rings your team's phones. Each call is logged against the Lead or Contact whose Phone or Mobile matches the caller, owned by the mapped user whose phone answered.

Troubleshooting#

Symptom Fix
"Reconnect needed" Zoho stopped accepting the connection, for example after access was revoked. The workspace owner gets an email. Reconnect from the connection page; waiting calls are then logged
The button rings nobody Map the Zoho user on the Users tab, check your wallet balance and your active Edesy number
Call logged without the lead The caller's number doesn't match any Lead's or Contact's Phone or Mobile field
A call is missing Open the Activity tab
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