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CloudCX's integration with ZOHO allows you to easily access customer information in the CloudCX Agent Console easily and synchronize data conveniently from CloudCX to ZOHO. The integration delivers a consistent customer information management experience and improves your agent efficiency. |
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CloudCX supports two ways for Tenant administrators to connect to ZOHO:
Connect to ZOHO with system configuration via Connector Hub Setting > ZOHO in the system administrator portal. You can find more details about integrate with ZOHO CRM Application-ZOHO .
Connect to ZOHO with custom configuration via App & Integrations > Settings > custom configuration.https://cloudfon.atlassian.net/wiki/spaces/CX/pages/edit-v2/58294276#Connect-to-ZOHO-with-custom-configuration
Connect CloudCX
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to ZOHO CRM
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Go to your CloudCX system
CloudCX installation domain, and log in with the admin account.
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From the left navigation menu, go to
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App & Integrations.
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Select the ZOHO
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card, and click on “Settings”.
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Connect to ZOHO with system configuration
Prerequisites
To connect with ZOHO, your CloudCX system administrator needs to complete the integration in the CloudCX admin system > Connector Hub Settings.
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（4）Click Connect with ZOHO and then provide your ZOHO login credentials.
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Note: CloudCX also supports you to custom integration with ZOHO CRM. |
（1）Zoho Configuration
Login your zoho by https://api-console.zoho.com/ and goto Add Client -> Client Type(Server-based Applications)
Click to Add Client
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Fill in some information necessary to create the app and then click "save"
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Re-enter Applications, find the newly created application in the list on the left, click the title, enter the information page.
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Copy Client ID and Client Secret, it will be used later
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（2）CloudCX Configuration
Click custom configuration.
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> ZOHO. You can find more details about Integrate with ZOHO CRM Application-ZOHO.
Step by Step Instructions
Click on “Connect with Zoho” and then login with your ZOHO account.
Note: You need to have particular sets of permissions in your ZOHO account for the integration to work. It is recommended that you use an ZOHO Admin account.
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Choose one of the CRM’s organizations to connect with your CloudCX system, then click on “Submit”.
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Click on “Accept” to approve the permission requests from your CloudCX system, the ZOHO connect page will be closed automatically.
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The connected ZOHO account will be showed on the App & Integrations > Settings. Now, CloudCX will be able to save or update visitor’s information to the connected ZOHO account.
Connect to ZOHO with custom configuration
Create A ZOHO App
To integrate with ZOHO, you have to create a ZOHO app in your ZOHO.
Prerequisites
A valid ZOHO Account.
An account that has the Administrator role.
Create A ZOHO App
Go to your ZOHO API Console and click on “+ADD CLIENT”.
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Choose the Server-based Applications Client Type and click on “CREATE NOW”.
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Enter a Client Name for your application, add your CloudCX system URL
CloudCX installation domainto the Homepage URL, and Authorized Redirect URLhttps://your_cx_domain/api/v2.0/integration/app/callback/api/zohoto the Authorized Redirect URIs, then click on “CREATE” to create it.
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Once you create application, you will have to obtain the Client ID and Client Secret. These values will be required while setting up in the ZOHO custom configuration.
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Configure ZOHO Integration in CloudCX
Click on “custom configuration” enter the custom configuration page.
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Enter the below requested values, then click on “Next”. The ZOHO custom configuration page will be closed automatically.
Paste the Client ID & Client Secret to Client ID & Client Secret, the Client ID & Client Secret obtain from Client Secret https://cloudfon.atlassian.net/wiki/spaces/CX/pages/edit-v2/58294276#Create-A-ZOHO-App.1 .
Copy the Authorized Redirect URL and paste to Authorized Redirect URIs https://cloudfon.atlassian.net/wiki/spaces/CX/pages/edit-v2/58294276#Create-A-ZOHO-App.1 .
Enter the ZOHO login URL “https://accounts.zoho.com" into both ” into Account Server Address and & CRM address.
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Copy Authorized Redirect URL
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Go back to Zoho App and past the copied Authorized Redirect URL into Authorized Redirect URIs.
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Click Next to connect with ZOHO CRM.
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Click on “Connect with Zoho” and then login with your ZOHO account.
Note: You need to have particular sets of permissions in your ZOHO account for the integration to work. It is recommended that you use an ZOHO Admin account.
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Choose one of the CRM’s organizations to connect with your CloudCX system, then click on “Submit”.
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Click on “Accept” to approve the permission requests from your CloudCX system, the ZOHO connect page will be closed automatically.
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The connected ZOHO account will be showed on the App & Integrations > Settings. Now, CloudCX will be able to save or update visitor’s information to the connected ZOHO account.
Configure ZOHO in CloudCX
After connecting CloudCX with your ZOHO CRM, you need to choose whether you want CloudCX to record WebChatWeb Chat / Inbox data as Lead details, contact Contact details, or create a Case in your ZOHO CRM account.
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account.
Automatically Create Lead/Contact/Case/Task in Web Chat/Inbox
Select “Automatically”, then specify in each section what data the CloudCX will automatically create into the ZOHO.
| Sections | Actions |
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Web Chat |
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Inbox |
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Sections | Actions |
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When a Matching Contact is Found |
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Configure the object fields mapping and display in Web Chat/Inbox
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Click on “Customize Now” to enter the customize identification rules.
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Configure customize rules to identify the ZOHO Account, Contact and Lead, then click on “Save”.
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Click on “Save“ to save the ZOHO configuration.
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For Sales: Record Visitors as Leads and Chats/
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Conversations as Tasks
A lead will be automatically created for each visitor who cannot be found from the existing leads in the ZOHO CRM account, and a task is automatically created for each chat/message conversation of the visitor.
Create a Lead
If a visitor is not found by email the identification rule from the existing leads in your ZOHO CRM account, a new lead will be automatically created for the visitor when a chat endsis starts, or an offline message is submittedis received, or a conversation is starts.
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Create a Task
When creating a new lead, the chat/message conversation of the lead is attached as a task under the lead. For an existing leadleads, each chat/message conversation from the lead will be automatically added as a task.
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For Support: Record Visitors as Contacts and Chats/
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Conversations as Cases
Contact will be automatically created for each visitor who cannot be found from the existing contacts in your ZOHO CRM account, and a case is automatically created for each chat/message conversation of the visitor.
Create a Contact
If a visitor cannot be found by email the identification rule from the existing contacts in your ZOHO CRM account, a new contact will be automatically created for the visitor when a chat endsis starts, or an offline message is submittedreceived, or a conversation is starts.
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Create a Case
When creating a new contact, the chat/message conversation of the contact is attached as a task case under the leadcontact. For an existing contact, each chat/message conversation from the contact is attached as a case.
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Update Contact Information
If a visitor can be found from the existing contacts in your ZOHO CRM account, options are available to decide whether the contact information will be overwritten:
Do not update the contact information.
Update the contact with information from WebChat.Web Chat/Inbox
Only add new information (Do not overwrite existing information)
Manually Create Lead/Contact/Case/Task in Web Chat/Inbox
If you don’t want to create Lead/Contact/Case/Task automatically, you can create them manually in your CloudCX Agent Console. Manually click on the action you want to perform, and the corresponding data will be recorded in your ZOHO CRM account.
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WebChataccount.
Select “Manually Create Lead/Contact/Case/Task in Agent Console”.
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Configure the object fields mapping and display in Web Chat/Inbox
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Click on “Customize Now” to enter the customize identification rules.
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Configure customize rules to identify the ZOHO Account, Contact and Lead, then click on “Save”.
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Click on “Save“ to save the ZOHO configuration.
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Web Chat/Inbox Data You Can Get in ZOHO
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Contact/Lead Details
CloudCX Fields in Web Chat | CloudCX Fields in Inbox | ZOHO Contact Fields | ZOHO Lead Fields |
Agent who chatted with the contact/lead | Agent who conversated with the contact/lead | Contact Owner | Lead Owner |
Name | Last Name | Last Name | Last Name |
Phone | Cell Phone | Phone | Phone |
Company | Company |
Name | / | Company |
Case/Task Details
CloudCX Fields in Web Chat | CloudCX Fields in Inbox | ZOHO Case Fields | ZOHO Task Fields |
Agent who chatted with the contact/lead | Agent who conversated with the contact/lead | Case Owner | Task Owner |
Name |
Last Name | Name | Subject |
Email Address | Subject | |
Phone |
Cell Phone | Phone |
Phone in Contact Fields | |||
Company | Company Name | Company | / |
Tenant ID | Tenant ID | Subject | Subject |
Chat Channel | Chat Channel | Subject | Subject |
Chat Content | Conversation Content | Description | Description |
Chat ID | Conversation ID | Description | Description |
Note | Note | Description | Description |
Agent Wrap-up | / | Description | Description |
Start Time | Start Time | Description |
Description | ||
End Time | End Time | Description |
Description | ||
Custom Fields and Custom Variables | / | Description |
Comments
Description |
Attachments | Attachments | Attachment section in Case Details | Attachment section in |
Description Details |
Who Will Be the Contact/Lead/Case/Task Owner
Note: While creating a new contact, CloudCX will set your existing ZOHO user who has the same email address as the chatting agent as the Contact Owner. If no such user is found, the user whose account connects CloudCX
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with ZOHO will be set as the owner. The same rule is applied to the Lead Owner, Case Owner, and Task Owner.
Disconnect CloudCX to ZOHO CRM
Click on the “disconnect” icon to open a confirmation window for disonnect the ZOHO account. Click on “OK” button to disonnect the ZOHO account, or click on “Cancel” to cancel the disconnection.
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