8.2 Integrating ZOHO CRM in CloudCX
- SUPPORT
CloudCX's integration with ZOHO allows you to easily access customer information in the CloudCX Agent Console and synchronize data conveniently from CloudCX to ZOHO. The integration delivers a consistent customer information management experience and improves agent efficiency.
- 1 Connect CloudCX to ZOHO CRM
- 2 Configure ZOHO in CloudCX
- 3 Disconnect CloudCX to ZOHO CRM
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 ZOHOCRM Application-ZOHO.
Connect to ZOHO with custom configuration via App & Integrations > Settings > custom configuration. You can find more details about Custom Configure ZOHO in CloudCX TenantCustom Configure ZOHO in CloudCX Tenant
Connect CloudCX to ZOHO CRM
Prerequisites
To connect with ZOHO, your CloudCX system administrator needs to complete the integration in the CloudCX admin system > Connector Hub Settings > ZOHO. You can find more details about Integrate with ZOHOCRM Application-ZOHO.
Step by Step Instructions
Go to your CloudCX system
CloudCX installation domain, and log in with the admin account.From the left navigation menu, go to App & Integrations.
Select the ZOHO card, and click on “Settings”.
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.
Choose one of the CRM’s organizations to connect with your CloudCX system, then click on “Submit”.
Click on “Accept” to approve the permission requests from your CloudCX system, the ZOHO connect page will be closed automatically.
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, you need to choose whether you want CloudCX to record Web Chat / Inbox data as Lead details, Contact details, or create a Case in your ZOHO 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 |
|---|---|---|
Web Chat |
|
|
Inbox |
|
Sections | Actions |
|---|---|
When a Matching Contact is Found |
|
Configure the object fields mapping and display in Web Chat/Inbox
Click on “Customize Now” to enter the customize identification rules.
Configure customize rules to identify the ZOHO Account, Contact and Lead, then click on “Save”.
Click on “Save“ to save the ZOHO configuration.
For Sales: Record Visitors as Leads and Chats/Conversations as Tasks
A lead will be automatically created for each visitor who cannot be found from the existing leads in the ZOHO account, and a task is automatically created for each chat/conversation of the visitor.
Create a Lead
If a visitor is not found by the identification rule from the existing leads in your ZOHO account, a new lead will be automatically created for the visitor when a chat is starts, or an offline message is received, or a conversation is starts.
Create a Task
When creating a new lead, the chat/conversation of the lead is attached as a task under the lead. For an existing leads, each chat/conversation from the lead will be automatically added as a task.
For Support: Record Visitors as Contacts and Chats/Conversations as Cases
Contact will be automatically created for each visitor who cannot be found from the existing contacts in your ZOHO account, and a case is automatically created for each chat/conversation of the visitor.
Create a Contact
If a visitor cannot be found by the identification rule from the existing contacts in your ZOHO account, a new contact will be automatically created for the visitor when a chat is starts, or an offline message is received, or a conversation is starts.
Create a Case
When creating a new contact, the chat/conversation of the contact is attached as a case under the contact. For an existing contact, each chat/conversation from the contact is attached as a case.
Update Contact Information
If a visitor can be found from the existing contacts in your ZOHO 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 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 account.
Select “Manually Create Lead/Contact/Case/Task in Agent Console”.
Configure the object fields mapping and display in Web Chat/Inbox
Click on “Customize Now” to enter the customize identification rules.
Configure customize rules to identify the ZOHO Account, Contact and Lead, then click on “Save”.
Click on “Save“ to save the ZOHO configuration.
Web Chat/Inbox Data You Can Get in ZOHO
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 | Description |
Attachments | Attachments | Attachment section in Case Details | Attachment section in Description Details |
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 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.