Dialpad + Zoho CRM

Organize modules on Zoho

First things 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
   

2. Select Modules and Fields

3. Select Organize Modules
   

4. Select the checkbox for Accounts, Contacts, and Leads

5. Select Save

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

Next, configure your Zoho preferences.

1. Select Call Logging

2. Select desired preferences
   

   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

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

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 will need to connect to their Dialpad account to Zoho in the Dialpad app.

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

   

4. Select Connect Zoho

5. Sign in with your Zoho credentials       

6. 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. 

To create a Zoho record from the Dialpad app:

1. Select the Zoho widget on the right-hand sidebar

2. Select Create Contact

   

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.

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

   

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.

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'