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Automating tasks in your Zoho Integration

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With Zoho integration, you can configure automated tasks so that your agents can stay busy handling calls and avoid manually updating two systems.

You can create the following rules (and more) to keep your agents' busy work to a minimum:

  • When a new contact calls, create a case, a lead or a contact in Zoho
  • When a contact is created in Talkdesk, create the contact in Zoho
  • When a note is created in Talkdesk, create a case in Zoho
  • When an outbound call ends in Talkdesk, log a call in Zoho

Automated tasks will help to streamline the support and sales process and enhance the quality of service that your team provides to customers.

To configure an automated task, please follow these steps:

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  • Log into your Talkdesk account as an Administrator.
  • Select the 'Admin' tab [1] at the top of the page. 
  • Click on 'Integrations' [2] and click the Zoho 'Settings' button. 
  • Click on 'Add your first automated task for Zoho CRM' [3]. Or, 'Add New Automated Task' if this is not the first automated task.
  • Customize the automated task according to your needs.
  • Click on 'Save'.

Example:

Follow these steps to set up an automated task for voicemails in Talkdesk. When a call goes to Voicemail, Talkdesk will create a new case in Zoho.

Select the trigger as "When a voicemail is left [4] in Talkdesk then create case [5]" in Zoho CRM.

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Talkdesk will automatically send a case to Zoho each time Talkdesk receives a voicemail.

You can customize the information sent to Zoho by dragging the relevant fields into the text boxes, such as:

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Subject: "New voicemail" [6]

Description:

"From: {{contact_phone_number}}"

Drag the "Caller’s number" trigger field [7] 

"Voicemail left: {{recording_url}}"

Drag the "Recording URL" trigger field [8]

Case Origin: Select 'Phone' from the dropdown list [9]

Case Status: Select 'New' from the dropdown list [10]

Case Priority: Select 'Medium' from the dropdown list [11]

Once finished, click 'Save' [12] to activate the automated task.

You can disable and re-enable this trigger at any time by switching the toggle to 'OFF' / 'ON' [13].

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