Dialpad + Zoho CRM
    • 25 Oct 2023
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    Dialpad + Zoho CRM

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    Article Summary

    The integration between Dialpad and Zoho allows for automatic logging of inbound and outbound calls in Zoho CRM. This improves efficiency and productivity for sales and support representatives. To enable the integration, Zoho must be enabled at the company level and agents must connect their Zoho account to Dialpad. Dialpad uses contact information such as name, email, and phone number to search for matching records in Zoho CRM. When multiple matches are found, the correct match must be selected for the call to be logged. New Zoho CRM records can be created during active calls in Dialpad. After a Zoho CRM record is matched to a Dialpad contact, calls to/from that contact are automatically logged in Zoho. The integration supports all regions in North America, and all calls made with Dialpad are logged.

    With the Zoho integration in Dialpad, contacts, leads, and accounts in Zoho are matched to contact records in Dialpad. This allows Dialpad to automatically log inbound and outbound calls into Zoho CRM against the matching customer record. The result: improved efficiency and productivity for sales and support representatives. 

    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 using Dialpad Ai Voice, Contact Center, and Ai Sales on the Pro and Enterprise plans. It is not available for a standard license.

    Note: Access to the Zoho Accounts, Contacts, and Leads modules is mandatory 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 

    1. Select My Company 
    2. Select Integrations
    3. Beside Zoho, click Options
    4. Select Manage Settings
    5. Select Enablement
    6. Click Enable this feature

    Next, its time to configure your Zoho preferences.

    1. Click Call Logging
    2. Choose your 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 

    1. Click Settings
    2. Select the region where your Zoho account is created
    3. Choose if you want your agents to create leads or contacts 

    Don't forget to click Save to save your preferences! 

    Enable Zoho - User 

    Once Zoho has been enabled at the company level, it's time for agents to enable the integration. 

    Click on the name of a contact to open the right-hand sidebar 

    1. Select Zoho
    2. Click Connect Zoho
    3. Sign in with your Zoho credentials       
    4. 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 application. 

    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.

    When matched, the Dialpad sidebar shows related information like open deals and open activities from Zoho CRM.

    Click on Deals or Activities to open the details in Zoho CRM.

    Multiple Contact Matches 

    When multiple matches are found in Zoho CRM, you see a link in the Zoho integration widget stating the number of available matches.

    To match the correct record:

    1. Click on the blue link that states multiple matches are available
    2. Choose the correct match from the list
    3. Select Connect

    You can unmatch a Zoho record from a Dialpad contact by clicking on Wrong Match? 

    Create new Zoho CRM record from Dialpad

    New Zoho records can be created live during Dialpad calls. 

    1. Click the caller's name to open the right-hand sidebar
    2. Select Zoho
    3. Select Create Contact
    4. Enter the record details
    5. 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 CRM

    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. 

    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, but the integration doesn't allow me to select anything other than “United States” in the region settings. Can I use the integration?

    Yes — Canada is a supported region. The “United States” option 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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