Dialpad + Zoho CRM
- 12 Jul 2024
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Dialpad + Zoho CRM
- Updated on 12 Jul 2024
- 4 Minutes to read
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Article summary
Diapad's native integration with Zoho allows for matching contacts, leads, and accounts, automatically logging calls in Zoho CRM. To enable Zoho integration, settings must be adjusted at the company and office levels. Agents can connect their Dialpad account to Zoho, view matching records, create new Zoho records during calls, and log calls to matched Zoho records. Dialpad identifies matching records based on contact details and allows for creating new records or logging calls during active calls. Multiple matches can be managed, and specific fields need to be accessible for successful integration. Overall, the integration streamlines productivity by syncing Dialpad and Zoho CRM functionalities seamlessly.
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Improve your team’s productivity with Diapad’s native Zoho 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.
Who can use this feature
Dialpad's Zoho CRM integration is available to Zoho Standard, Professional, Enterprise, and Ultimate customers.
This integration is available to Ai Sales and Ai Contact Center customers, as well as Dialpad Ai Voice users on Pro and Enterprise plans.
Access to Zoho Accounts, Contacts, and Leads modules is required for this integration.
API access is also mandatory, along with access to certain modules.
Enable Zoho - Company
First things first, Zoho must be enabled at the company level.
Head to your Company Settings at Dialpad.com
Select My Company
Select Integrations
Navigate to Zoho
Select Options
Select Enablement
Select Enable this feature
Select Save
Next, it's time to configure your Zoho preferences.
Select Call Logging
Select desired preferences
Log calls as activities — creates a Zoho call activity for each call.
Post call recordings to Zoho — adds the Dialpad call recording into the Zoho activity.
Post Ai Transcript URL to Zoho — adds the Dialpad Ai transcript to the Zoho activity.
Select Settings
Select the region where your Zoho account is created
Select if you want your agents to create leads or contacts
Don't forget to select Save!
Enable Zoho - Office
To enable Zoho integration for your office, head to your Admin Settings from Dialpad.com
Navigate to Office Settings
Select Integrations
Navigate to Zoho
Select Options
Select Manage Settings
Select Customize for this Office
Select desired preferences
Select Save
Connect to Zoho
Once Zoho has been enabled at the company and office level, agents will need to connect to their Dialpad account to Zoho.
Navigate to any contact and select the contact profile on the skinny bar
Select the Zoho widget on the right-hand sidebar
Select Connect Zoho
Sign in with your Zoho credentials
Select Accept to allow Dialpad to communicate with Zoho
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.
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.
Select the Zoho widget on the right-hand sidebar
Select Create Contact
Enter the record details
Select Save
The option of creating a contact or lead and logging a call to that record is available only during an active call with that caller. This ensures that 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.
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:
Navigate to multiple matches available on the Zoho widget
Select the correct match
Select Connect
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?
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’ 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.
What fields do I need to add?
While configuring the Zoho integration, ensure the following fields are accessible to Dialpad.
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'
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