How to integrate with Zoho CRM

Overview

Spoke Phone’s ZohoCRM integration syncs ZohoCRM leads and contacts into your Spoke Phone, and logs all voice calls and text conversation details made on Spoke Phone against both lead and contact records in ZohoCRM.

If users have Spoke Phone pro licenses, they are able to dictate call notes and Submitted forms and follow up after calls, which are transcribed into text and also added to the customer call record in Zoho CRM.

This article will show you how to set up and use Spoke Phone's Zoho CRM integration. It contains the following sections:

• Requirements
• Connecting Zoho CRM
• Data syncing
• Lead and contact records
• Call records / logs
• Call notes and follow up
• Formatting phone numbers
• Call reporting
• Additional Information

Read more about the Spoke Phone ZohoCRM integration.

Note: Your ZohoCRM instance customizations may require Spoke Phone
or your CRM partner to tune your integration to get it working perfectly.

This integration is designed for ZohoCRM, not Zoho Bigin.

Requirements

• Paid ZohoCRM account.
• Spoke Phone professional account.
• Administrator access/rights to ZohoCRM.
• Administrator access/rights to SpokePhone.

Connecting ZohoCRM

• Log into ZohoCRM with a user that has full administrator rights.
• Go to your Spoke Phone account portal online and login.
• Go to integrations > add integration.
• Select add on the ZohoCRM card.
• Select connect your Zoho CRM

• Select Zoho domain: You must select the API domain extension that matches your ZohoCRM URL.  If your ZohoCRM URL is .com, you must select .com from this drop list.

• Click accept to accept the authentication (Note: This will say either BLENDR or SPOKE PHONE.)
• Click OK, then click next.

• Select and Copy the Webhook URL provided in setup screen in prompt 3:
• 
• Open the Add a Webhook section in Spoke Phone
• Click the Add Webhook button 
• Paste the Webhook URL copied from the setup screen into the URL field
• Enter the Description: Zoho CRM in the Description field
• Select the below 4 items within the Subscribed Events field
  • conversation.message.created
  • conversation.inactive
  • call.contact_assigned_with_add
  • call.contact_assigned_with_update
• Click on the Next button
• Click on the Save button
• Return to the Zoho integration setup Screen and click Next after your webhook is saved and follow the remainder steps.
• Select the Zoho user name: This is the name that will be used as the default to log calls for your Spoke Phone users who do not also have a Zoho account. This should be your administrator or API user.

• Leads and contacts: Choose to sync leads, contacts, or both. Calls will also be logged against leads, contacts, or both.

• You have completed the setup.

It may take a while to initially sync your contacts to Spoke Phone. Plan for roughly 1 hour per 10,000 contacts.

Lead and contact records

• To find ZohoCRM records in the Spoke Phone app, go to the external directory.
• Search ZohoCRM records from the Spoke Phone app using the search bar at the top of the app.
• When a call comes into Spoke Phone, if the corresponding phone number calling is found in ZohoCRM, Spoke Phone will display the customer's name.
• If more than one person is found having that number in ZohoCRM, Spoke Phone will pick the first person found, and let you know there are other potential matches.
• You cannot edit contact records in Spoke Phone (by design). You edit contact information in ZohoCRM, and Spoke will be updated within minutes (depending on your Zoho API license).
• Records that have multiple email addresses and phone numbers in ZohoCRM, will all show and be searchable in Spoke Phone.

Call records / logs

• If you have a call from a number found on a record in ZohoCRM, Spoke Phone will add a call log to that person in ZohoCRM.
• If more than one person is found having that number in ZohoCRM, Spoke Phone will pick the first person found, and add a call log to that person.
• Call logs will usually be added to ZohoCRM five or so minutes after the call. This can be altered.
• If the Spoke Phone user is also a ZohoCRM user, call logs will be recorded in ZohoCRM against their account/user. This requires that the email address for the user in both Spoke Phone and ZohoCRM be the same.
• If the Spoke Phone user is not also a ZohoCRM user, call logs will be recorded against the default ZohoCRM user that you selected during the initial ZohoCRM integration setup.

Note: Calls and notes will be logged ACTIVITY OWNER = The Spoke Phone user
that made the call. The ZohoCRM CREATED BY and UPDATED will always be
set to API user you selected during setup.

Call notes and follow up

• If a Spoke Phone user dictated follow-up notes after a call, the notes will be transcribed into text and available in the call log for that customer in ZohoCRM.
• Transcribed call notes will usually be added to ZohoCRM within five minutes after the call.

Submitted Form Data

• • If a Spoke Phone user submitted a Form, the form data will be available in the call log for that customer in ZohoCRM.
• The Form data will include the Form Name, Form Details & Payload Summary.

Text Messages

• Text Messages will be logged as Notes against the customer in ZohoCRM.
• The text message transcription will include the Day & Time, including the Spoke user and customer names to easily keep track of the conversation.

Formatting phone numbers

• Phone numbers in ZohoCRM need to be in the correct format.
• For numbers in other countries, ensure ZohoCRM users follow the best practice of adding international dialing code in the E164 format. Eg: +61, +1, etc.
• If phone numbers in ZohoCRM do not have an international dialing code, Spoke Phone will dial the number as though it is a local number to your Spoke Phone account. If your Spoke Phone account is based in Australia, Spoke Phone assumes that all non-E164 format numbers in ZohoCRM are Australian numbers.
• Spoke Phone will attempt to fix bad formatting on phone numbers you have stored in ZohoCRM. For instance, adding country codes, inserting local dialing prefixes, etc. If Spoke Phone is unable to fix the formatting, you will need to fix the number in ZohoCRM.

Call reporting

• If you have ZohoCRM reporting enabled, you will see Spoke Phone calls correctly logged against your ZohoCRM users.
• This requires the Spoke Phone user to also be a ZohoCRM user, with the same email address used in both Spoke Phone and ZohoCRM.
• Calls with Spoke Phone users who are not ZohoCRM users will be logged against the default ZohoCRM user account that you selected during the initial setup.

Additional Information

• You can use the Add to CRM button during a call to add Contact records in ZohoCRM for Calls from unknown callers.
• If multiple ZohoCRM records have the same number, Spoke will select the first record found and provide you with a dropdown list to change the record if needed.