Zoho CRM Overview

✅ Features

The Zoho CRM integration with Smartflo supports the following capabilities:

• Click-to-Call
  Initiate calls directly from the Zoho CRM interface.

• Call Logging
  Automatically log call details and outcomes within the CRM.

• Entity Creation (Lead/Contact)
  Capture and create new leads or contacts within Zoho from incoming calls.

• Click-to-Dial
  Enable quick outbound dialing from the CRM records.

• Auto-Ticketing (Disposition-less Call Logging)
  Automatically push call logs even when the disposition is not submitted.

• Call Notes
  Add supplementary notes or call-related information.

• Call Recordings
  Access and store call recordings for quality checks and reference.

• Agent Pop-up (Incoming/Outgoing Calls)
  Display a real-time notification panel for both inbound and outbound calls.

🔗 Connection Methods

This integration supports the following call connection methods:

• PSTN / Extension-Based Calling
  Receive calls via physical phones or internal extensions.

• Softphone / WebRTC-Based Calling
  Use browser-based calling without hardware dependency.

📁 Supported Modules

The integration works with the following Zoho CRM modules:

• Leads
  Manage all incoming prospects and new business opportunities.

• Contacts
  Handle your existing customer base and their call activities.

• Calls
  View and track all logged call records and interactions.

⚠️ Known Limitations

Please note the following constraints in the current integration:

• Contact Redirection
  Not supported or may behave inconsistently due to Zoho CRM limitations.

• Phone Number Search
  Call log and entity mapping only support search via the default Phone field.

• Custom Field Mapping
  Mapping CRM custom fields is currently not supported.

• Multiple Lead Handling
  Simultaneous handling or assignment of multiple leads is not available.

• Lead Sync
  Auto-synchronization of leads between Zoho CRM and Smartflo is not available.