Who should read this article: Administrators, Supervisors
Integrate Zoho CRM with Voiso to streamline outbound calling, call logging, and contact handling. This article outlines key integration features including click-to-call, campaign calling list import, automatic screen pop, and call history synchronization.
Zoho CRM Integration app features
Refer to the main Zoho article for the steps to integrate Zoho with Voiso.
The Voiso Integration app for Zoho enables the following CRM features:
| Feature | Description |
|---|---|
| Click-to-call | Agents initiate calls in Zoho by clicking a dialable number instead of manually dialing the number |
| Calling List Import | Voiso pulls selected contact phone numbers direcly from the Zoho database for Dialer campaigns |
| Screen Pop | The contact record is automatically displayed in Zoho when an agent handles a call in Voiso |
| Call History | Call outcome logging and call details are automatically transmitted to the Zoho database after a call |
Click-to-call
Agents can dial contact numbers directly from the Zoho application by clicking any dialable number. This feature enables agents to make calls without manually dialing the number or copying and pasting a number into the dialpad, and without leaving the Zoho application to call from another application.
You can set up number masking in Zoho CRM so that your agents will not see a contact's real number. Refer to the Zoho contact masking article.
Calling list import
This feature allows you to import outbound campaign Calling lists from Zoho to Voiso.
First create a Campaign in Zoho, add Leads, Contacts, Deals and custom entities, then use the Campaign as a data source in the Voiso Dialer campaign builder.
Refer to the Zoho Dialer campaigns article.
Screen pop
When a call is routed to an agent, Voiso displays the relevant Zoho objects, such as cases and contact records, in Zoho.
Call history
Call history, also called Call outcome logging, adds information from Voiso about the call to the activity task about the call in Zoho. The following Voiso call details can be included in the call activity task:
- From number (ANI)
- To number (DNIS)
- Call type
- Disposition code
- Queue
- Flow
- Start time
- End time
- Call duration
- End reason
- Call recording link
Managing your integration
After connecting to Zoho, to manage an existing Zoho integration, navigate to Administration > Integrations, then click the Zoho tile.
Zoho CRM tab
The Zoho integration page Zoho CRM tab enables you to view your account ID and configure settings for dialer campaign calling list building and other features.
General
The General section displays the Zoho account ID currently linked to the integration.
Custom fields
The Custom fields section enables you to specify fields in Zoho where custom data is stored:
- Calls module recording URL field — enables you to specify into which field of the Calls module the URL linking to Voiso call recordings will be stored.
- Calls module wrap-up code field — enables you to specify into which field of the Calls module the Voiso call Wrap-up codes will be stored.
- The Call recording URL and wrap-up code will appear in the Calls report within 5 minutes.
- The wrap-up codes will be available after the phone call is ended on Agent Panel.
Dialer Campaign Calling List
The Dialer Campaign Calling List section allows you to define the attributes retrieved from Zoho to create calling lists for your outbound Dialer campaigns.
To begin, select the type of phone number to use from the Leads module for the Dialer campaign. You can choose either the contact's Phone number or Mobile number.
Additionally, you can include a lead attribute to sync with your campaigns by selecting a module from the Zoho Custom Module. If you choose to use a custom module, select a contact field from the module using the Custom Module Contact Field menu.
Contact masking in Zoho CRM
The Contact masking in Zoho CRM section enables you to control whether agents can see contact phone numbers in Zoho CRM when using click-to-call. Refer to the Zoho contact masking article for details on how to set up masking in Zoho and then configure Voiso to retrieve and dial the contact's actual phone number.