CloudCX's integration with ZOHO allows you to 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.
Connect CloudCX with ZOHO CRM
（1）Log in to your CloudCX account.
（2）From the left navigation menu, go to APP & Integrations
（3）Go to the ZOHO CRM card, and click Settings.
（4）Click Connect with ZOHO and then provide your ZOHO login credentials.
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
Fill in some information necessary to create the app and then click "save"
Re-enter Applications, find the newly created application in the list on the left, click the title, enter the information page.
Copy Client ID and Client Secret, it will be used later
（2）CloudCX Configuration
Click custom configuration.
Fill in the Client Id and Client Secret of your Zoho application into Client-id and Client-Secret, and fill "https://accounts.zoho.com" into both Account Server Address and CRM address.
Copy Authorized Redirect URL
Go back to Zoho App and past the copied Authorized Redirect URL into Authorized Redirect URIs.
Click Next to connect with ZOHO CRM.
Integration with WebChat/Inbox
After connecting CloudCX with your ZOHO CRM, you need to choose whether you want CloudCX to record WebChat/Inbox data as Lead details, contact details, or create a Case in your ZOHO CRM account.
For Sales: Record Visitors as Leads and Chats/Messages as Tasks
A lead will be created for each visitor who cannot be found from the existing leads in the ZOHO CRM account, and a task is created for each chat/message of the visitor.
Create a Lead
If a visitor is not found by email from the existing leads in your ZOHO CRM account, a new lead will be created for the visitor when a chat ends, or an offline message is submitted.
Create a Task
When creating a new lead, the chat/message of the lead is attached as a task under the lead. For an existing lead, each chat/message from the lead will be added as a task.
For Support: Record Visitors as Contacts and Chats/Messages as Cases
Contact will be created for each visitor who cannot be found from the existing contacts in your ZOHO CRM account, and a case is created for each chat/message of the visitor.
Create a Contact
If a visitor cannot be found by email from the existing contacts in your ZOHO CRM account, a new contact will be created for the visitor when a chat ends, or an offline message is submitted.
Create a Case
When creating a new contact, the chat/message of the contact is attached as a task under the lead. For an existing contact, each chat/message from the contact is attached as a case.
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.
Only add new information (Do not overwrite existing information)
Manually Create Lead/Contact/Case/Task
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.
WebChat/Inbox Data You Can Get in ZOHO CRM
Contact/Lead Details
CloudCX Fields | ZOHO Contact Fields | ZOHO Lead Fields |
Agent who chatted with the contact/lead | Contact Owner | Lead Owner |
Name | Last Name | Last Name |
Phone | Phone | Phone |
Company | Company in Case Details | Company |
Case/Task Details
CloudCX Fields | ZOHO Case Fields | Task Fields |
Agent who chatted with the contact/lead | Case Owner | Task Owner |
Name | Contact Name | Name |
Contact Email | ||
Phone | Contact Phone | Phone |
Chat ID | Subject | Subject |
Chat Content | Description | Comments |
Note | Description | Comments |
Start Time | Description | Comments |
End Time | Description | Comments |
Custom Fields and Custom Variables | Description | Comments |
Request page | Description | Comments |
Attachments | Attachment section in Case Details | Attachment section in Comments Details |
Who Will Be the Contact/Lead/Case/Task Owner
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 WebChat with ZOHO will be set as the owner. The same rule is applied to the Lead Owner, Case Owner, and Task Owner.