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How To Use Your Zoho CRM Integration

Below is an overview of how you can use Aircall connected with Zoho CRM. If you would like to learn how to configure your Zoho CRM integration, click here.

⚠️ NOTE: Aircall does not support custom fields. Please ensure that you're using the default fields in Zoho CRM to ensure that your integration works as expected. Aircall requires that at least one of the following three fields is used for the integration to function properly:

  • Contacts

  • Leads

  • Accounts

Call activity is automatically logged in Zoho CRM

  • Call details are logged under the Activities section of a Contact, Lead, or Account profile with key details about the call including whether it was inbound or outbound, answered or missed, and the name of the Aircall line that was used

  • All call comments captured in Aircall are also logged as Notes, along with the call duration and a link to the call recording

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  • Tags will also be synced between your calls and your Zoho CRM Account, Contact, and Lead pages
    • ⚠️ Note: In order for the integration to be able to add a tag to an Account, Contact, or Lead in Zoho CRM, the tag must be part of the existing tag list in Zoho CRM prior to the call. For example, if you want to use the “Demo_Booked” tag in Aircall, the “Demo_Booked” tag must already exist under the "Contact", "Lead", or “Account” Modules

    • Please visit this link to understand how to create and manage tags in Zoho CRM

See who’s calling and access Zoho CRM in one click

  • With Aircall’s Insight Cards, a link to Contact or Lead information in Zoho CRM will be displayed on Aircall as soon as the phone rings, or while you’re on the phone. Deal information associated with a Contact or Lead will also appear if it exists, with the two most recent deals showing

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Accepted number formats:

  • Currently the E.164 international number format is the only recommended format

⚠️ Please note: While you may see the integration successfully work with number formats other than E.164 (such as US3), using these formats may result in issues with call logging. Because of this, the E.164 international format, with no spaces in the number, is strongly encouraged.

  • Troubleshooting: If caller details do not appear within Aircall, check to make sure that the number is associated with a Contact or Lead within Zoho CRM, and that the number format is supported by the integration

Create a new Account, Contact, or Lead in Zoho CRM

From the Aircall Dashboard, choose at any time whether calls to/from new numbers should create a new Account, Contact, or Lead in Zoho CRM, or do nothing:

SMS activity is logged in Zoho CRM

  • SMS will also be logged in Zoho CRM, just like calls
  • Messages will log to both your Timeline and Notes sections, and will log each individual message
Jordan W.

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