Zoho CRM

The Zoho CRM integration links your phone system to Zoho on a per-user basis. An admin selects Zoho as the active CRM, and then each user connects their own Zoho account. From then on, inbound and outbound calls are logged into Zoho, and the agent gets a pop when a call comes in and again when it ends.

Because every user connects their own account, Zoho credentials are never handed to VoxaLink — each user signs in to Zoho directly. There are two stages: the admin selects Zoho, then each user connects.

Before you connect

• Each user needs their own Zoho account. Calls are logged in the Zoho of whoever was on the call, so every user who wants logging must connect their own account.
• Optional but handy: store Zoho phone numbers the way VoxaLink presents them — full international form, e.g. +61…. If a contact isn't being recognised, compare the number in Call Analytics (Call Analytics) with how it's stored in Zoho.

Select Zoho in VoxaLink (admin)

1. Open Admin → CRM Integrations and find Zoho under CRM.
2. Click Configure. In the dialog:
   • Apply to — All accounts (tenant-wide), or a single permission group to pilot it with one team first.
3. Click Save. A green check confirms Zoho is the active CRM.

Selecting Zoho only sets it as the active CRM. Each user still has to connect their own account before calls log for them.

Connect your Zoho account (each user)

1. In your user settings, find Zoho and start the connection.
2. Sign in to Zoho and grant access (OAuth) when prompted. Zoho returns a token to VoxaLink; there's nothing to copy or paste by hand.

Once you've connected, logging starts on your next call.

What happens on a call

• Incoming — a pop notifies you when the call arrives, and again when it ends, so you can add details there and then or come back to them later.
• Both directions — inbound and outbound calls are logged into Zoho. VoxaLink captures the start time, duration, the contact's name (if they're already a contact) and the associated account automatically.

Troubleshooting

• Nothing logs for you — make sure you've connected your own Zoho account; until you do, nothing logs for you even if the admin has selected Zoho.
• Zoho isn't the active CRM — re-open Configure and confirm the green check is showing against Zoho.
• A contact isn't recognised — compare the number in Call Analytics (Call Analytics) with how it's stored in Zoho, and store it the same way.
• Logging stopped working — reconnect your Zoho account; the authorisation may have lapsed or been revoked in Zoho.