Zenoti

Who should read this article: Administrators, Supervisors

Enables telephony workflows between Zenoti and Voiso, providing click-to-call, call logging, screen pop, and outbound Dialer campaign calling list import.

Introduction

Voiso integrates with the Zenoti CRM to enable agents to use the Voiso Chrome extension click-to-call feature to initiate and handle calls in Agent Panel, and screen pop contact information and log call information in Zenoti. You can also import calling lists from Zenoti into Voiso Dialer campaigns.

Features

The Voiso integration for Zenoti enables the following CRM features:

Click-to-call

Zenoti click-to-call and click-to-SMS is supported through the Voiso Chrome extension. When an agent installs and enables the Voiso Chrome browser extension, phone numbers in Chrome browser windows are detected and become clickable.

Here's how it works:

• Phone numbers in Zenoti are detected in the browser and become interactive. Fields containing phone numbers are highlighted and show a call or SMS dropdown on hover.
• When an agent clicks the phone number they can select a phone call to initiate a voice call in Agent Panel.
• When an agent clicks the phone number they can select an SMS to initiate a SMS message to the phone number in Agent Panel.
  

Calling List Import

Voiso can import guests based on Zenoti Centers (an organizational unit under a Zenoti account) and use them as calling lists for outbound Dialer campaigns. When a campaign starts, Voiso automatically dials the contacts in the list and connects them to available agents. This streamlines campaign setup by eliminating manual CSV exports and ensuring agents always dial the most up-to-date records. Use the integration to support faster list creation, cleaner contact data, and more efficient outbound dialing workflows.

Screen Pop

When an inbound call arrives, Voiso looks up the caller’s phone number in Zenoti in real time.

• If a guest match is found, Voiso opens the guest profile automatically in the agent’s browser.
• If no guest match is found, the call is handled normally and the agent can create a new guest manually according to your business practices.

Screen pops support these call types:

• Inbound calls
• Manual outbound calls, including click-to-call
• Dialer campaign calls
• Callback calls

Transfer and routing support:

• Screen pops are also shown after consult transfers and blind transfers.
• Screen pops are also shown when a call is delivered to an agent through a Route to agent node in Flow Builder.

Call History

After every call, Voiso creates a note in the guest profile that includes call details such as:

• Call ID
• Call type (inbound, outbound, missed, and so on)
• Caller phone number
• Agent identifier
• Start time and end time
• Call duration
• Selected wrap-up code or disposition
• A link to the call recording stored in Voiso

Agents can view full guest contact details and history in Zenoti.

Set up Zenoti and generate an API Key

To connect Zenoti with Voiso, create a new app in Zenoti, generate an API Key, and enable the required scopes and organization settings following the steps below.

Step 1. Create an app

1. Sign in to Zenoti at the organization level.
2. Select the Configuration icon.
3. Search for and open Apps under Integrations.
4. Select Add.
5. Complete the required fields:
   • Name: Give the app a meaningful name such as Voiso Integration.
   • URI: Enter your Voiso contact center website URL.
   • Description: Describe the app, for example, "Voiso contact center integration".
   • Login User Type: Select Employee.
   • Source App: Select Client App.
6. Select Next.

Step 2. Enable the required API scopes

On the Scope selection screen, enable the following permissions:

• Guests: Read
• Guests: Write, Update, Delete
• Center Master: Read

Then:

1. Select API Keys (APIKEY GROUPS) as the authentication method.
2. Select Next, then select Generate API Key.
3. Copy and securely store the API Key. You will need it when connecting Zenoti in Voiso.
4. Select Finish.

Step 3. Enable cross center guest search (required for Dialer campaigns)

This setting is required if you want Voiso to pull guests across all Zenoti Centers when importing calling lists for outbound Dialer campaigns.

1. At the organization level, select the Configuration icon.
2. Go to Appointments then Personalization then Guest Search.
3. Turn on Search for guests across centers.
4. Then, to create calling lists that can be imported into a Dialer campaign, create a Center in Zenoti and add the guests to it that you want to be called during the campaign. When you create a new Dialer campaign, Voiso searches your Zenoti connection for Centers that are associated with the integration and enables you to select one for the campaign.

Integration

To integrate Voiso with Zenoti, navigate to Administration > Integrations, then click the Zenoti tile.

The Zenoti page provides information about the Zenoti integration, instructions for connecting the integration, and a list of prerequisites you should have in place before clicking Connect.

Connect to Zenoti

To complete your integration, click Connect and follow these steps:

1. In the Integration setup panel, click Next.
2. In the Connection setup panel, enter the following information:
   
   • API URL: By default this value is https://api.zenoti.com. If Zenoti provides a staging or test endpoint, replace the API URL with the value provided for your account.
   • API Key: Paste the API Key generated in Zenoti.
   • Base URL: Enter your Zenoti account URL in the following format: https://yourcompany.zenoti.com. This URL is used to access Zenoti and identifies your organization.
3. Click Next.
4. Click Finish. You can now manage your integration and configure settings on the Zenoti integration page.

Managing your integration

To manage an existing Zenoti integration, navigate to Administration > Integrations, then click the Zenoti tile.

On the Zenoti integration page, you can reconnect an integration that has lost connection or disconnect a connected integration.

Click the Edit connection button and selected either Reconnect or Disconnect.

Settings

The Zenoti page Settings tab allows you to enable available features.

• Include call summary: This feature highlights important points and key topics of voice interactions. If Speech Analytics is enabled in your contact center, select the Include call summary option to include a summary of the call transcript in the call history.
• Call logging for Inbound Calls: Automatically creates Zenoti call logs for all inbound calls that are answered, missed, answered by voicemail, or abandoned.
• Call logging for Manual Outbound Calls: Automatically creates Zenoti call logs for all manual outbound and click-to-call calls.
• Call logging for Callbacks: Automatically creates Zenoti call logs for all queue callbacks and scheduled callbacks.
• Call logging for Dialer: Automatically creates Zenoti call logs for all dialer calls.