--- title: "Dialpad + Zoho CRM" slug: "dialpad-zoho-crm" description: "Learn how the Dialpad-Zoho integration allows you to match your calls against its matching customer record. " tags: ["Zoho integration", "CRM integration", "Zoho Settings", "Zoho CRM"] updated: 2026-03-17T14:57:46Z published: 2026-03-17T14:57:46Z --- > ## Documentation Index > Fetch the complete documentation index at: https://help.dialpad.com/llms.txt > Use this file to discover all available pages before exploring further. # Dialpad + Zoho CRM Improve your team’s productivity with Diapad’s native [Zoho](https://www.zoho.com/crm/?ireft=original) integration by matching Zoho contacts, leads, and accounts to Dialpad. Then, Dialpad automatically logs inbound and outbound calls into Zoho CRM against the matching customer record. Let's take a look at the Zoho integration in Dialpad. > [!NOTE] > Who can use this > > Dialpad's Zoho CRM integration is available to Zoho Standard, Professional, Enterprise, and Ultimate customers. > > This integration is available to [Dialpad Sell](https://www.dialpad.com/products/sales-dialer/) and [Dialpad Support](https://www.dialpad.com/pricing/#contact-center) customers, as well as Dialpad [Dialpad Connect](https://www.dialpad.com/pricing/#business) users on [Pro and Enterprise plans](https://www.dialpad.com/pricing/). > [!CAUTION] > Important > > Dialpad’s Zoho integration has been upgraded. The current version will be deprecated in June 2026 — please follow the [migration steps](/v1/docs/dialpad-zoho-v2#migrate-to-zoho-v2) outlined here to ensure a smooth transition. ## Organize modules on Zoho First, organize your Zoho modules and ensure the Accounts, Contacts, and Leads modules are selected. To organize your modules, head to **Setup** in Zoho. 1. Navigate to **Customization** ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Zoho-module-setup(1).png) 2. Select **Modules and Fields** 3. Select **Organize Modules** ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Zoho-organize-modules.png) 4. Select the checkbox for **Accounts, Contacts, and Leads** 5. Select **Save** > [!NOTE] > Notes > > Your Zoho Admin manages these configurations, and Dialpad can provide permission details if needed. > > API access is also mandatory, along with access to certain modules. ## Enable Zoho integration - Company The Zoho integration must be enabled at the company level. To enable Zoho, head to your **Dialpad Admin Portal.** 1. Select **My Company** 2. Select **Integrations** 3. Navigate to **Zoho** 4. Select **Options** 5. Select **Enablement** 6. Select **Enable this feature** 7. Select **Save** [ZOHO_Int](https://app.vidgrid.com/embed/b3BB9tRbov2X) Next, configure your Zoho preferences. 1. Select **Call Logging** 2. Select desired preferences [ZOHO_Calllogging](https://app.vidgrid.com/embed/vl0S6LlVF87w) 1. **Log calls as activities** — creates a Zoho call activity for each call. 2. **Post call recordings to Zoho** — adds the Dialpad call recording into the Zoho activity. 3. **Post AI Transcript URL to Zoho** — adds the Dialpad AI transcript to the Zoho activity. 3. Select **Settings** 4. Select the region where your Zoho account is created 5. Select if you want your agents to create leads or contacts [ZOHO_Settings](https://app.vidgrid.com/embed/LIwwxEBwXSz2) Don't forget to select **Save**! ## Enable Zoho integration - Office To enable Zoho integration for your office, head to your **Dialpad Admin Settings**. 1. Navigate to **Office** 2. Select **Office Settings** 3. Select **Integrations** 4. Navigate to **Zoho** 5. Select **Options** 6. Select **Manage Settings** [ZOHO_Office](https://app.vidgrid.com/embed/fjeLuT1JPedn) 7. Select **Customize for this Office** 8. Select desired preferences 9. Select **Save** ## Connect to Zoho Once Zoho has been enabled at the company and office level, agents must connect their Dialpad account to Zoho in the Dialpad app. While configuring the Zoho integration, ensure these module fields are accessible to Dialpad: > [!NOTE] > Note > > The User Role of the user trying to connect must have access to Modules as well in order to have access to the module fields. These modules include: > > - Accounts > - Contacts > - Leads > - Vendors | **CONTACTS**(If the user has Vendor access) | - First_Name - Last_Name - Title - Vendor_Name.Vendor_Name - Phone - Mobile - Email | | --- | --- | | **CONTACTS_WITHOUT_VENDOR** | - First_Name - Last_Name - Title - Phone - Mobile - Email | | **LEADS** | - First_Name - Last_Name - Designation - Company - Phone - Mobile - Email | | **ACCOUNTS** | - Account_Name - ParentAccount.Account_Name - Phone - Website | | **VENDORS** | - Vendor_Name - Phone - Email - Website | To connect a Dialpad account to Zoho: 1. Navigate to any contact 2. Select their name to open the profile menu, or select the Skinny Bar icon 3. Select the Zoho widget ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/image-0K8NRB1H.png) 4. Select **Connect Zoho** 5. Sign in with your Zoho credentials 6. Select**Accept** to allow Dialpad to communicate with Zoho ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/zoho%20accept.png) That's it! Now that Dialpad is connected to Zoho, you'll see matching records from Zoho CRM in Dialpad. Just look for the Zoho section in the right-hand sidebar of your Dialpad app. ## Contact matching Dialpad uses your Dialpad contact’s name, primary email, and primary phone number to search for matching contacts, leads, accounts, and vendors in Zoho CRM. Once matched, the Dialpad sidebar shows related information like open deals and open activities from Zoho CRM. ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/image-7CNM3PSP.png) Select **Deals** or **Activities** to open the details in Zoho CRM. ### **Create new Zoho record from Dialpad** New Zoho records can be created live during Dialpad calls. To create a Zoho record from the Dialpad app: 1. Select the Zoho widget on the right-hand sidebar 2. Select **Create Contact** ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/image-55JBFOR0.png) 3. Enter the record details 4. Select **Save** You can only create a Zoho contact (or lead) and log a call to that record during an active call with that caller. This is intentional, it ensures the call doesn’t remain unlogged in Zoho CRM. ### **Logging calls to Zoho** After a Zoho CRM record has been matched to a Dialpad contact, calls to/from that contact will automatically be logged to the matched Zoho record. After each call, agents can save the subject and call description in the call activity that gets created in Zoho. ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/image-RNTFONZD.png) ### **Multiple contact matches** When multiple matches are found in Zoho, the Zoho integration widget displays a link stating the number of available matches. To match the correct record from the Zoho widget: 1. Navigate to multiple matches available on the Zoho widget 2. Select the correct match 3. Select **Connect** ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/image-RB094140.png) > [!NOTE] > Note > > When there are multiple contact matches, the correct match must be selected before, or during, a call for that call to be logged. You can unmatch a Zoho record from a Dialpad contact by selecting **Wrong Match?** ## Supported AI fields Dialpad AI tracks recaps, action items, call tags, and outcomes, so follow-ups aren’t missed. If you use AI CSAT or AI Playbooks, you’ll also see agent’s performance and CSAT scores. Let's look at at which AI features are logged to, and supported in Zoho. | Field label | Data type | Description | | --- | --- | --- | | [AI Summary](https://help.dialpad.com/docs/AI-recap) | Rich Text | AI Recap of a call with 255 character limit. | | [AI Action Items](https://help.dialpad.com/docs/AI-spotlight-action-items) | Rich Text | The Action Items that were detected in the call, as generated in the AI Recap. | | AI Outcome | Text | The AI-detected outcome of the call. Accessible in the Ai Recap object. | | [AI Call Purpose](https://help.dialpad.com/docs/AI-dialpad-dialpad-AI#call-purpose-category-types) | Text | The AI-detected Call Purpose category assigned to the call. Accessible in the AI Recap object. | | [AI Playbook Adherence](https://help.dialpad.com/docs/AI-playbooks) | Percentage | Numeric value that explains how much a person adheres to the AI Playbook. | | [AI CSAT](https://help.dialpad.com/docs/AI-csat-customer-satisfaction) | Number | AI-generated CSAT score. | ## Frequently asked questions ### How does Dialpad identify matching records from Zoho CRM? Dialpad uses the name, primary email address, and primary phone number of the contact and matches it against Zoho records. Information is matched against the details stored in the name, email, phone, and mobile fields in Zoho CRM for all records. To identify the ones matching the Dialpad contact, if there are multiple matching records, you'll see them in the right-hand sidebar of the Dialpad app. ### My Dialpad contact exists in Zoho CRM with the same phone number. Why is Dialpad not identifying it as a match? Check to see if the phone number is entered in Zoho using the standard **Phone** and **Mobile** field. The Dialpad integration does not support phone numbers captured in Zoho custom fields. ### I am based in Canada, which Region Setting do I use? While there is a separate Canadian Zoho cloud, Dialpad’s integration will only work if you use the ‘[accounts.zoho.com](http://accounts.zoho.com)’ access URL. The “United States” Region Setting covers all regions in North America. ### Are calls made from deskphones logged? Yes. All calls made with Dialpad are logged. ### Do all deal stage types sync? No. With Dialpad’s Zoho integration, only deals in the following stages will sync between Dialpad and Zoho: - Qualification - Negotiation/Review - Proposal/Price Quote - Value Proposition - Needs Analysis - Identify Decision Makers ### Can I access recordings for all Dialpad calls within Zoho? No. Currently, Dialpad’s Zoho integration only provides access to call recordings associated with Contact Centers and Coaching Team calls. Call recordings for calls made via Mainlines and Departments are not supported in Zoho at this time. ## Related - [Dialpad + Screen Pop](/dialpad-screen-pop.md) - [Dialpad + HubSpot](/using-hubspot-with-dialpad.md)