> ## Documentation Index > Fetch the complete documentation index at: https://docs.tala-assistant.com/llms.txt > Use this file to discover all available pages before exploring further. # Zoho CRM > Recognize callers from your Zoho CRM contacts and log every call there ![Zoho CRM logo](https://mintcdn.com/tala-73c4b5d5/Cvqmpcwjwcane5YM/images/integrations/zoho-crm.svg?fit=max\&auto=format\&n=Cvqmpcwjwcane5YM\&q=85\&s=e17ae2f5eb57d80b85f547c3cb9aca22) ## Overview The Zoho CRM integration lets your voice agents work with the contacts of your Zoho CRM account during calls: recognize a caller from their phone number, create or complete their contact, and add a summary of the call to that contact as a note. You choose which agents use Zoho CRM. Connecting your account does not give access to any agent until you check it. > [!NOTE] > > This integration is in beta and works with Zoho CRM accounts hosted in > Europe: the ones you open at an address ending in `zoho.eu`. The agent sees > and writes what the Zoho CRM user who connected the account can see and > edit: connect with a user allowed to add and edit contacts and notes. ## What You Can Do | Feature | Description | | - | - | | **Caller recognition** | The agent looks up the caller's phone number in your Zoho CRM contacts and can greet known callers by name | | **Contact creation** | A new caller is added to your Zoho CRM contacts with their name and phone number, and their email if they confirmed it during the call | | **Contact completion** | When the caller is recognized from the number they call from, a missing phone number or email is added to their contact | | **Call summary** | A short note about the call is added to the caller's contact | | **Your data stays yours** | Information already in Zoho CRM is never replaced | ## Setup **1. Connect Zoho CRM** Go to **Integrations**, click **Create Integration** and choose **Zoho CRM**. A Zoho window opens: sign in with your European Zoho account if needed, then accept the access requested for Tala. **2. Choose the agents** Back in **Integrations**, click **Agents** next to Zoho CRM, check the agents that should use your Zoho CRM contacts, then click **Save**. No agent is checked by default. **3. Tell your agent when to use it** In the agent's instructions, say when to look up the caller, when to save their details and when to add a call summary, for example: "At the start of the call, look up the caller in the CRM. Before hanging up, add a short summary of the call." > [!TIP] > > Save your contacts' phone numbers with their country code (for example > `+33 4 65 71 12 34`) so the agent can recognize the caller. > [!TIP] > > A duplicated agent starts unchecked: check it again in the **Agents** window > if it should use Zoho CRM too. ## How It Works * **Contacts only**: the agent works with the people in your Zoho CRM **Contacts**. Leads are not looked up: a caller saved only as a lead is not recognized, and a contact is created for them. * **Phone numbers**: the agent uses the number the caller is calling from, or a number or email the caller confirmed during the call. A contact is only recognized when its phone or mobile number is exactly the caller's number, without an extension. Save numbers with their country code (for example `+33 4 65 71 12 34`). * **Numbers that may belong to someone else**: the home, other and assistant phone fields may be shared (a household, an assistant), a number with an extension (for example `+33 4 65 71 12 34 ext. 123`) does not tell which desk behind your switchboard is calling, and a number saved without its country code says nothing about its country when your agent does not speak French. Such a number never recognizes the caller, but it still counts: if a contact holds the caller's number this way, the agent picks no contact, adds none for that number and writes nothing, even when the caller confirms their email. It does not tell the caller about that contact. * **Contacts in the recycle bin** are never used. * **Several matching contacts**: if more than one contact has the caller's number, the agent does not pick one and changes nothing. * **Last name required**: Zoho CRM needs a last name to create a contact. If the caller has not given it yet, the agent asks for it first. * **Company**: the company named by the caller is not saved in Zoho CRM yet. * **Edits made at the same time**: if someone changes the contact while the agent is completing it, the agent leaves the contact as it is. * **Call summaries**: up to three notes per call, always on the contact found or created during that call. ## Example Conversation > [accordion] Known caller > > **Caller:** Hello, I'm calling about my quote. > > **Agent:** Hello Ms Martin, thank you for calling back. Let me take note of your request... > > *A note summarizing the call is added to Camille Martin's contact in Zoho CRM.* > [accordion] New caller > > **Caller:** Hello, I would like information about your services. > > **Agent:** Of course. May I have your first and last name? > > **Caller:** Paul Durand. > > *Paul Durand is added to your Zoho CRM contacts with his phone number, then the call summary is added to his contact.* ## Managing the Connection * **Agents**: in **Integrations**, click **Agents** next to Zoho CRM to check or uncheck agents at any time. * **Delete**: click the trash icon next to Zoho CRM. Your agents stop using Zoho CRM. ## Security | Setting | Value | | - | - | | Access | Your Zoho CRM contacts (read, create and edit) and notes (create) | | Where your data goes | Zoho's European servers only | | Existing information | Never replaced | | Shared with the agent | First name, last name and company of a contact recognized from the caller's own number | | Never shared with the agent | Emails and phone numbers stored in Zoho CRM | ## Troubleshooting > [accordion] The agent does not use Zoho CRM > > * Check that the agent is checked in the **Agents** window next to Zoho CRM > * Check that the agent's instructions say when to look up the caller > * If two CRMs are connected to the organization, agents use neither: keep only one > [accordion] The connection fails > > * Check that your Zoho CRM account is hosted in Europe: its address ends in `zoho.eu`. Accounts hosted elsewhere cannot be connected yet > [accordion] A known caller is not recognized > > * The caller may be calling from a number that is not on their contact > * Check the number saved in Zoho CRM: save it with its country code (for example `+33 4 65 71 12 34`) > * A number saved with an extension, or in the home, other or assistant field, never recognizes the caller: the agent then picks no contact > * The caller may be saved as a lead rather than a contact > * A contact created or edited a few moments ago may not be found yet > * If several contacts share the number, the agent does not pick one > [accordion] Zoho CRM asks to reconnect > > * Click **Create Integration**, choose **Zoho CRM** again and accept the access > * You receive an email when the connection needs to be renewed ## Next Steps > [card] [Tools & Functions](https://docs.tala-assistant.com/workflows/tools.md) > > See all available tools > [card] [Call Transfer](https://docs.tala-assistant.com/workflows/call-transfer.md) > > Transfer callers to your team This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.