Zoho CRM

Zoho CRM is the customer relationship management app in the Zoho suite. Connecting Zoho CRM to Resool shows each contact's Zoho record, owner and deals next to the conversation, so agents answer with full context, create or update the Zoho contact and add notes without leaving the inbox. You can also sync Zoho contacts and their accounts into Resool automatically.

#What you can do with Zoho CRM

In the Inbox

• See the Zoho CRM contact you're talking to: name, email, phone, owner and lead source, plus any other fields you choose to show.
• See the contact's account (company) with the account fields you choose.
• See the contact's deals under Deals, with stage, amount and status. Deals in a "Closed Won" stage show as Won, "Closed Lost" as Lost, and all others as Open.
• Create in Zoho CRM a contact that doesn't exist there yet, or Update in Zoho CRM one that does.
• Add note to the Zoho contact straight from the conversation.
• Edit Zoho CRM fields from Resool, if an admin allows it.
• View in Zoho CRM to open the record in a new tab.

In the background

• Contact sync: Zoho contacts that are created or updated are created or updated in Resool, using the field mapping you set. Resool checks Zoho CRM for changes every two minutes.
• Company sync: the account linked to each synced contact becomes a Resool company, with its own field mapping.

#Before you begin

• You need a Zoho CRM user who can approve third-party apps. Zoho accounts in any Zoho data centre can connect.
• In Resool, only workspace Owners and Admins can connect apps.
• A contact needs an email address or phone number in Resool to be matched to a Zoho contact.

#How to connect Zoho CRM to Resool

1. Go to Settings › Apps.
2. Find Zoho CRM under Available now (or open the CRM tab) and click Connect.

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Settings › Apps, CRM tab

The Zoho CRM card with its logo, the CRM category, its description and the Connect button.

File: screenshots/zoho-crm-apps-card.png

1. The Connect Zoho CRM dialog lists what Resool will be able to do after you approve: see your organization's name; read and update contacts, deals and notes through the Zoho CRM API; read your CRM's fields and users; and stay connected when you're offline. Click Continue.

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Settings › Apps › Zoho CRM › Connect

The "Connect Zoho CRM" dialog with the description, the "After you approve on Zoho CRM, Resool will be able to:" list (four items), and the Cancel and Continue buttons.

File: screenshots/zoho-crm-connect-dialog.png

1. Sign in to Zoho in the window that opens and click Accept.
2. You're returned to Resool and see Zoho CRM connected. The card shows your Zoho organization's name and the Manage and Disconnect buttons.

#How to configure Zoho CRM

Click Manage on the Zoho CRM card to open Zoho CRM settings. Changes on the panel are saved with the save bar at the bottom (Save changes, or Discard to revert).

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Settings › Apps › Zoho CRM › Manage

The "Zoho CRM settings" side panel with the sections Manage Zoho CRM fields (Customize visible properties, Allow users to edit Zoho CRM properties), Contact sync and Company sync.

File: screenshots/zoho-crm-settings-sheet.png

#Choose which fields agents see

Under Manage Zoho CRM fields, next to Customize visible properties, click Customize view. Tick fields on the Contact properties and Company properties (account) tabs, drag them into order and click Save changes. Read-only Zoho fields are marked Read-only. Everyone in the workspace sees the same fields, in the same order, in the Inbox and on contact pages.

#Let agents edit Zoho CRM fields

Turn on Allow users to edit Zoho CRM properties to let teammates change field values from the Zoho CRM panel with Edit. Changes go to Zoho CRM straight away. Email and phone number can't be edited from Resool.

#Turn on Contact sync

1. Turn on Turn on Contact sync.
2. Under How Contacts are synced, choose Create and update contacts, Create contacts only or Update contacts only.
3. Open Advanced settings (shown for the two "create" modes):
   • Add the "Auto-Create: Zoho CRM" tag: tags contacts created by the sync. Adding this tag doesn't start workflows.
   • Include contacts imported in bulk: also creates contacts from a Zoho CRM bulk import.
   • Only contacts created in Zoho CRM from now on (with Create contacts only): skips contacts that were already in Zoho CRM.
4. Next to Configure field mapping, click Configure. Pair each Zoho CRM property with a Resool field, up to 100 mappings. By default, email, phone, first name, last name and mailing country are mapped.
5. Optionally turn on Assign to the Zoho CRM owner: the contact's open conversations go to the teammate whose email matches the Zoho owner's, even when an AI agent is assigned.
6. Click Save changes.

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Settings › Apps › Zoho CRM › Manage › Contact sync › Configure field mapping

The "Configure field mapping" dialog with rows Email → Email, Phone → Phone number, First Name → First name, Last Name → Last name, Mailing Country → Country, the Add mapping button and the "Assign to the Zoho CRM owner" switch.

File: screenshots/zoho-crm-field-mapping.png

#Turn on Company sync

Turn on Turn on Company sync, then click Configure next to Configure company field mapping. Map Zoho account fields to Resool company fields; Company name must be mapped. Company sync follows the contact sync mode.

#How to use Zoho CRM in the Inbox

1. Open a conversation in the Inbox.
2. Click the Zoho CRM icon in the contact details rail. Resool looks up the Zoho contact by exact email, then phone number.
3. If a contact is found, you see its fields, account and Deals. If not, click Create in Zoho CRM.
4. Use Add note to add a note to the Zoho contact, or Update to send the contact's current name, email and phone (and, with Company sync on, the company) to Zoho CRM.

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Inbox › open a conversation › Zoho CRM icon in the contact details rail

The Zoho CRM panel for a matched contact: Name, Email, Phone, Owner, Lead source, the Company block with the account name, deals under Deals with stage, amount and Open/Won badges, and the Add note, Update and View in Zoho CRM buttons.

File: screenshots/zoho-crm-inbox-panel.png

The same panel opens from the Apps card on the contact's page.

#How to disconnect Zoho CRM

1. Go to Settings › Apps and click Disconnect on the Zoho CRM card.
2. Confirm in the Disconnect Zoho CRM? dialog.

Resool revokes its access to Zoho and syncing stops. Contacts already in Resool stay.

#FAQ and troubleshooting

#My Zoho account is on zoho.eu (or .in, .sa, .com.au…). Can I connect it?

Yes. Sign-in starts on Zoho's main page and Resool then uses the data centre your account belongs to.

#Why doesn't the panel find a contact that exists in Zoho CRM?

Matching needs exactly the same email or phone number in both places, and Resool looks in Zoho's Contacts module, not Leads.

What you can do:

• Convert the lead to a contact in Zoho CRM, or click Create in Zoho CRM.
• Check the email and phone for spaces, dashes or a different country code.

#How quickly do changes in Zoho reach Resool?

Contact sync checks Zoho CRM every two minutes. The Inbox panel also refreshes on its own while it's open.

#Why do some deals show as Open even though they're closed?

Resool reads the deal's stage name. Only stages named like "Closed Won" or "Closed Lost" show as Won or Lost.

#What's next?

• Getting started with apps
• Zoho Books
• Contact fields
• Companies