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V3 Zoho Integration

V3 Zoho Integration

How it works

   Zoho CRM integration is used to open a task automatically for every call according to the conditions (Queue, Call status or Outbound Route) set in a trigger.

The task will be populated with information about the call and displayed to the agent in the Zoho CRM environment.

The following are list of things you have to do to make the integration work:

  1. Create the Zoho Administrator Account (on zoho.com or zoho.eu), if you don't have one already

  2. Create the ClientID and get the Client Secret key

  3. Create a temporary Developer Console Code (you will use it when you create the Zoho Account on XCALLY Motion to generate the Token for establishing a certified interaction with Zoho)

  4. Create the Zoho Account on XCALLY Motion and test it

  5. Create Zoho Configuration in XCALLY Motion for the account created 

  6. Create the Zoho Users with the same e-mail address as the Agent in XCALLY Motion

  7. Create a Trigger (Tools → Triggers), set the triggering conditions for this integration and add integrations action

  8. Download the XCALLY Motion Phonebar Windows App* and login the Agent on Zoho and on XCALLY Motion (both on the Phonebar and on Omnidesktop interface) and start!



*alternatively, the Agents can use WebRTC or external Phones (of course, they must be logged on XCALLY Motion Omnidesktop)



On this page:





Any interaction occurred through this integration can be searched by the Agent from the list by:

  • contact's phone number

  • lead's phone number

  • user's email

For additional information please refer to official Zoho Documentation:

https://www.zoho.com/crm/developer/docs/api/auth-request.html

After the configuration steps listed above, every time there is an outgoing/incoming call, the trigger conditions are checked and a Zoho Call Activity is created and assigned to the agent managing the call (if the conditions set are met).



What to know

When an Agent manages a call, his/her account email address will be searched in Zoho.com/Zoho.eu: if the system finds it the Call Activity will be assigned, otherwise the Call Activity will be assigned to the Zoho Administrator Account specified in the Zoho integration





If all the configuration is properly set, the Call Activity will be opened as shown below:





The Call Activity Subject, Description and Fields can be managed and customized in the Zoho Configuration section.









What to do on Zoho

The following are the configuration steps to do on Zoho to make the integration work:









Create the Administrator account, by signing in on zoho.com or zoho.eu.

You can skip the registration if you already have one.









About API V2

The Zoho API V2 use the OAuth2.0 protocol for authentication and the Authorization Code Grant Type to obtain an access token. This grant type allows you to share specific data with any application while keeping your username and password private













Go to Zoho Developer Console: here you can create a Self Client for XCALLY Motion. 



Take care you choose the right URL where to register your location. Refer to https://www.zoho.com/crm/developer/docs/api/register-client.html for the specific url of your Zoho Developer Console (for instance for EU, it is https://api-console.zoho.eu)















Create New Client choosing Self Client as type















Click on Create and take note of Client ID and Client Secret.