Zoho FSM is a field service management platform that helps teams manage customers, field operations, and Work Orders. The Ringover + Zoho FSM integration connects your communications with your Zoho FSM records, helping agents identify callers and keep a complete history of customer interactions. In this guide, you’ll learn how to connect and configure the integration.

The Ringover + Zoho FSM integration allows you to:

• Make calls from Zoho FSM using the Ringover Chrome extension (click-to-call).
• Identify a Zoho FSM Contact by the phone number stored in the Phone or Mobile field during a call or SMS interaction.
• Display the matching Contact and access the corresponding Zoho FSM record from the Ringover Dialer.
• Log incoming, outgoing, and missed calls as notes on the matching Zoho FSM Contact.
• Log incoming and outgoing SMS messages as notes on the matching Contact.
• Add the same communication note to the Contact's associated Work Orders when they have an open or active status.
• Enrich call notes with agent notes, tags, the recording, transcript, AI summary, and next steps when these elements are available.
• Display selected Zoho FSM Contact information in the Ringover Dialer's Info tab through CRM field mapping.

How to integrate Ringover with Zoho FSM

1. Connect Zoho FSM to Ringover

1. Log in to your Ringover Dashboard.
2. Go to Integrations.
3. Search for Zoho FSM and click the integration icon.

4. Open your Zoho FSM URL and copy the 11 digits between /fsm/ and #/tab/.
5. Paste the digits into the Organization ID field.

6. Click Activate.
7. Enter your Zoho FSM domain and the credentials requested in the activation form.

Ringover checks the connection details. If the connection is successful, the integration status changes to Connected. If the information is invalid or the connection cannot be established, an error message appears.

2. Configure the integration settings

From the Integrations page, click Zoho FSM to open the configuration panel.

1. Call types: Click Manage call types to choose which types of calls are included in the integration.
2. Include recordings in call logs: Choose which audio files are attached to call logs: All files, Recordings, Voicemails, or None.
3. Restrict access to recordings: Enable this option to limit playback of recordings to users with an active Ringover licence.
4. Phone numbers: Click Select numbers to choose which Ringover phone numbers are tracked by the integration.
5. SMS messaging numbers: Click Select numbers to choose the Ringover numbers whose SMS messages are logged in Zoho FSM.
6. Group SMS conversations by: Choose whether SMS messages are grouped by Day (24 hr), as a Full conversation, or are not grouped.
7. Assign missed IVR calls to: Select the Zoho FSM user to whom missed IVR calls should be assigned.
8. Log internal calls: Enable this option to log calls made between Ringover users.
9. Include Empower summaries and transcripts in call logs: Enable this option to add the Empower summary and a link to the full transcript to the corresponding call log when they are available.

10. Log Empower meeting summaries: Enable this option to add meeting summaries generated by Empower to Zoho FSM.
11. Include scenario name in call logs (for incoming IVR calls): Enable this option to include the name of the IVR scenario in incoming call logs.
12. Logs display language: Select the language used to display information in communication logs.
13. Log WhatsApp messages: Enable this option to log WhatsApp messages on the matching Zoho FSM Contact.
14. Create contact for calls: Choose whether Ringover should create a Zoho FSM Contact when no matching Contact is found for a call. Select No contact page created to disable automatic creation.
15. Create contact for SMS messages: Choose whether Ringover should create a Zoho FSM Contact when no matching Contact is found for an SMS message. Select None to disable automatic creation.
16. Create contact for WhatsApp messages: Enable this option to create a Zoho FSM Contact when no matching Contact is found for a WhatsApp message.
17. Sync contacts on a call-by-call basis: Enable this option to search for and synchronise the matching Zoho FSM Contact whenever a call occurs.
18. Display contact's info during call and only store their info if call-by-call basis is activated: Enable this option to display the matching Contact's information during a call. The Contact is added to the Ringover phonebook only when call-by-call synchronisation is also enabled.
19. Mapped fields: Click Add or edit fields to select the Zoho FSM fields displayed in the Info section of the Ringover Dialer.

Enable contact identification and on-usage synchronisation

Ringover can search Zoho FSM for a matching Contact when a call or SMS interaction occurs. The integration checks the Contact's Phone and Mobile fields and supports common French, UK, and US number formats.

When a match is found, the Contact's name is displayed in the Ringover Dialer. The Contact can be added to the Ringover phonebook through on-usage synchronisation, and you can open the corresponding Zoho FSM record from the Dialer.

If contact and company creation is enabled in the integration settings, Ringover can create a Zoho FSM Contact or Company when no matching record exists.

Contacts marked as inactive in Zoho FSM are removed from the Ringover phonebook and are no longer displayed in the Dialer.

Configure call and SMS logging

Calls and SMS messages are logged as notes on the matching Zoho FSM Contact. Call entries can include the direction, duration, outcome, agent name, Ringover number, Contact number, call date, and Ringover call identifier. SMS entries are clearly labelled and include the message content.

When the Contact has associated Work Orders with an open or active status, the same communication note is also added to those Work Orders.

When you start a call from a Zoho FSM Work Order page using the Ringover Chrome extension, the extension sends the Work Order identifier to Ringover. The call note is then added to that specific Work Order regardless of its status, while Contact-level logging still occurs when a matching Contact exists.

Enable recordings, summaries, and other after-call data

1. Enable call recording in the Ringover Dashboard user settings if you want to attach recording-dependent information.
2. Enable the after-call information you want to add to the activity note in the Zoho FSM integration settings.

Depending on the Ringover features enabled for your account and the data available for the call, the Zoho FSM note can be updated with agent notes, tags, the recording, transcript, AI summary, and next steps. Empty information is not added to the note.

3. Check and test the connection

The Ringover Dashboard indicates whether the Zoho FSM integration is connected or disconnected. If the connection is lost, a warning appears in the Dashboard, and the administrator may also receive an email notification.

To reconnect the integration, open Zoho FSM from the Integrations page, use the reconnect action, and follow the authorisation steps. Review the manual user mapping after reconnecting.

To test the integration:

1. Make a test call to or from a phone number stored in a Zoho FSM Contact's Phone or Mobile field.
2. Check that the Contact is correctly identified in the Ringover Dialer.
3. Check that the note appears on the Contact and, when applicable, on the expected Work Order after the call.
4. Confirm that the note contains the call information and any enabled after-call data.

🎉 Ringover is now connected to Zoho FSM, allowing your team to identify Contacts and keep call and SMS activity in the relevant records. Install the Ringover click-to-call extension to call directly from Zoho FSM.