With Talkdesk’s Zoho CRM integration, you can automate tasks to streamline your agents’ workflows, allowing them to focus on what matters the most - handling calls. You can set up the following rules (and more) to minimize agent’s repetitive tasks:
- When a new contact calls in Talkdesk → automatically create a case, lead or contact in Zoho.
- When a contact is created in Talkdesk, automatically create a corresponding contact in Zoho.
- When a note is created in Talkdesk → automatically create a case in Zoho.
- When an outbound call ends in Talkdesk → automatically log a call in Zoho.
Follow these steps to configure an automation:
- Log in to your Talkdesk account as an Administrator and navigate to Builder [1] > Integrations [2] > My Integrations [3].
- Use the search box [4] to find the Zoho CRM integration.
- Click directly on the Add automation button [5]. Alternatively, click the Edit integration button [6] to access all Zoho CRM integration settings and click Add automation [7].
- Set up the automation according to your needs by filling out the configuration settings.
- Once finished, click Save at the top-right of the page.
Example: Creating a new case from a voicemail
Let’s take the example of creating a ticket in Zoho when a call is missed in Talkdesk.
Under Builder > Integrations, go to “Configure the automation” section, use the dropdown menus to configure a statement such as “In <Talkdesk> when <a voicemail is left> [1] then <create case> [2]”.
On the 'Filter the Event' section, it’s possible to trigger this automation only under specific conditions after clicking 'Yes' [3] and add as many filters as needed. When using multiple conditions, note that the filters operate as 'AND' condition, meaning all must be met for the automation to activate.
In the “Configure the action” section, you can customize the details Talkdesk sends to Zoho by dragging the relevant fields into the text boxes.
These fields can be customized according to your preferences, however, note some fields can be mandatory such as Subject, Case Origin, and Case Status (for this specific example). For more information refer to the Automated Tasks Filters article.
Once the configuration is complete, click Save at the top-right of the page to activate the automation. You can disable and re-enable automations at any time by switching the Status toggle.
If you have any questions or would like any assistance, do not hesitate to contact Talkdesk Support.