Configuring your Zoho CRM integration

Install the integration

Steps:

1. Go to Aircall Dashboard > Integrations & API
2. Search for Zoho CRM V3 in the All Integrations section and click it. 

3. Click Install integration.

   

4. Click Authorize to connect your Aircall account.

   

5. Under Select numbers, click Add numbers, select the Aircall numbers you want linked to the integration, then click Add numbers.

   

6. You will be redirected to Zoho CRM to authorise the integration. Log in if prompted, then accept the authorization request.

   

7. Once authorisation is complete, click Finish. You will be taken directly to your integration settings.

Manage your integration

Once installed, you can manage the basics of your integration at any time from Integrations & API in the Aircall Dashboard. Click your Zoho CRM V3 integration and go to the General tab to access the following options:

• Activate or deactivate the integration using the Active/Inactive toggle. When inactive, calls and messages will not log in Zoho CRM.
• Rename the integration by updating the integration name field. This is useful if you have multiple integration instances.
• Add or remove Aircall numbers connected to the integration. Only calls and messages from connected numbers are logged in Zoho CRM.
• Delete the integration if you need to remove it entirely.

Note: Calls and messages from numbers not connected to the integration will not log in Zoho CRM. If you add a new Aircall number to your account and want it included, remember to add it to the integration.

Configure your Zoho integration settings before going live

Once installed, your integration is active but you should configure the settings below before your team starts making calls. The most important ones to set up first are Record lookup, Contact/record creation, and Insight Cards, as they control where calls are logged and what your agents see during a call.

Record lookup

This setting controls which Zoho CRM record type the integration looks for first when a call or message occurs. The integration searches by phone number and logs the call against the first matching record it finds.

The default sequence is: Lead, then Contact, then Account.

If your team works primarily with Contacts rather than Leads, adjust the sequence to reflect that. The Insight Card your agents see during a call also follows this sequence.

Zoho CRM settings

This section controls the core behaviour of the integration: what happens when a number is not found in Zoho, whether contacts sync to Aircall, how call recordings are handled, and whether AI Voice Agent calls are logged.

Contact/record creation

Defines what Aircall creates in Zoho CRM when a call or message comes from a number that does not exist in Zoho. Choose the option that matches how your team manages new contacts:

• Contact (default)
• Contact + Account
• Contact + Deal
• Lead
• Account
• Nothing

New records are created for both calls and messages.

Contact/record sync

Enable Sync Zoho CRM contacts to Aircall to make your Zoho CRM Contacts, Leads, and Accounts available in Aircall. Name and phone number are synced. If a record is updated in Zoho CRM, the change is reflected in Aircall automatically.

Call recording link logging

Choose whether call recording links are logged in Zoho CRM, and if so, where:

• As a Note on the call record
• In the Voice recording field of the call record
• Not logged

AI Voice Agent calls

Enable Log calls for AI Voice Agent to log calls handled by your AI Voice Agent (AIVA) in Zoho CRM.

Tags sync

Controls where call tags added in Aircall Workspace are logged in Zoho CRM. Choose the option that fits how your team uses tags for reporting or segmentation:

• Log in calls as tags (default)
• Log in Contact/Lead/Account as tags
• Log in calls and Contact/Lead/Account as tags
• Do not log

Tags are logged to whichever record type is found first based on your Record lookup sequence.

Note: Tag sync is subject to the tag limits of your Zoho CRM plan. If the tag limit for a record type is reached, Aircall will not be able to add further tags. See Zoho's documentation on tagging for plan-specific limits.

AI entities logging

This section controls whether call transcription and AI Insights are logged in Zoho CRM, and how each insight type is stored. If your team uses Aircall AI, configure this before your first call so that insights are captured from the start.

Toggle AI Entities Logging on to enable the section, then configure each insight type:

When Action items are set to Open task, the task is created against the Contact, Lead, or Account the call was logged to.

Insight cards

Insight Cards appear in Aircall Workspace during a call, showing your agents key information about the caller from Zoho CRM without having to leave Aircall. Configuring these before go-live ensures your agents have the context they need from the first call.

By default, the card shows the record name and owner, and a direct link to the record in Zoho CRM. For Accounts, the company name is also included.

You can customise Insight Cards for Contact, Lead, Deal, and Account individually via the Insight Cards tab. Each card type can be enabled or disabled independently, and up to five fields can be selected for display.

 

Important: Click Save changes after configuring any settings to ensure they are applied.

FAQs

Can I connect more than one Zoho CRM account to Aircall?

Each integration instance connects to one Zoho CRM account. If you need to connect multiple accounts, contact Aircall support to discuss your setup.

What happens if I do not select any numbers during installation?

The integration will be active but no calls or messages will log in Zoho CRM until at least one number is connected. You can add numbers at any time from the integration settings in the Aircall Dashboard.

Do I need to reinstall the integration if I add a new Aircall number later?

No. You can add or remove numbers directly from your integration settings in the Aircall Dashboard without reinstalling.

What is the difference between Contact/record creation and Contact/record sync?

Contact/record creation controls what Aircall creates in Zoho CRM when a call comes from an unknown number. Contact/record sync controls whether your existing Zoho CRM records are made available in Aircall so agents can see caller names and details during a call. These are independent settings and can be enabled together or separately.

Why is my call logged against the wrong record type?

This is usually a Record lookup sequence issue. Check your Record lookup settings and confirm the sequence reflects which record type your team uses as the primary object. The integration logs calls against the first matching record it finds, so if Lead is first in the sequence and the number exists on both a Lead and a Contact, it will always log to the Lead.