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How to integrate Ringover with Zoho CRM

  • Updated

Zoho CRM integration with Ringover allows you to streamline customer management by bringing call, SMS, and WhatsApp communications directly into your CRM. In this guide, you’ll learn how to activate the integration, customize its configuration, and resolve common contact synchronization issues.

Prerequisites

  • An active Ringover Business account.
  • Administrative or technical account privileges in Ringover.
  • Administrator account access in Zoho CRM.

Set up and configure Zoho CRM integration

1. Activate Zoho CRM in Ringover

Connect your Zoho CRM account to enable automatic data sync between both platforms.

  1. Go to your Integration's page.
  2. Search for Zoho CRM and click Activate.
  3. Enter your Zoho login credentials.
  4. Select your organization if multiple options appear.
  5. Click Accept to grant Ringover permission to access your Zoho data.

2. Configure integration settings

Tailor the synchronization behavior to match your team's operational requirements.

  1. Call types: Define types of incoming/outgoing calls (e.g., inbound, outbound, missed).
  2. Include recordings in call logs: Attach call audio recordings (e.g., "All files") to CRM call logs.
  3. Phone numbers: Manage connected phone numbers or filter by specific lines.
  4. SMS messaging numbers: Manage numbers enabled for sending and receiving SMS.
  5. Whatsapp messaging numbers: Configure phone numbers associated with WhatsApp integration.
  6. Link users with an account: Map CRM users or agents to their corresponding system account.
  7. Assign missed IVR calls to: Designate a user or queue (e.g., "Add user") to handle unassigned IVR calls.
  1. Log internal calls: Toggle switch to log internal staff-to-staff calls within the CRM.
  2. Include Empower summaries and transcripts in call logs: Toggle switch to automatically save AI call transcripts and summaries into call logs.
  3. Log Empower meeting summaries: Toggle switch to log meeting summaries generated by Empower.
  4. Include scenario name in call logs (for incoming IVR calls): Toggle switch to append the IVR call routing flow/scenario name directly to call records.
  5. Select contact manually: Toggle switch to manually select or search for contacts when logging calls.
  6. Logs display language: Select the display language for call logs (e.g., "en").
  7. Link tags to call type: Toggle switch to associate call classification tags with specific call types.
  8. Link tags to call outcome: Toggle switch to associate call classification tags with call outcomes.
  9. Type of object created: Select the CRM record type automatically generated for new contacts (e.g., "Contacts").
  10. Set SMS task status as: Set default status applied to logged SMS tasks (e.g., "Terminé").
  1. Set WhatsApp task status as: Set default status applied to logged WhatsApp tasks (e.g., "Terminé").
  2. Link activities to non-closed deals: Toggle switch to associate logged communication activities with open deals.
  3. Log WhatsApp messages: Toggle switch to save WhatsApp chat messages directly into CRM logs.
  4. Group WhatsApp conversations by: Define how WhatsApp conversations are organized (e.g., "Full conversation").
  5. Create contact for calls: Choose whether new CRM contacts are automatically created during calls (e.g., "No contact page created").
  6. Create contact for SMS messages: Choose whether new CRM contacts are created upon receiving SMS messages (e.g., "None").
  7. Create contact for WhatsApp messages: Toggle switch to automatically generate new CRM contacts from WhatsApp conversations.
  8. Sync contacts (v4): Toggle switch to enable automatic contact synchronization between platforms.
  9. Sync contacts on a call-by-call basis: Toggle switch to sync individual contact records immediately as each call occurs.
  10. Display contact's info during call: Toggle switch to show CRM contact details directly on the dialer screen during active calls.
  1. Mapped fields: Configure mapped CRM data fields (e.g., Contact Owner, Account Name, Email) that appear in the dialer's Info section.
  2. CRM autofill: Toggle switch enabling AI to extract information from calls and automatically populate mapped CRM fields.

3. Troubleshoot contact synchronization issues

Ensure your Zoho permissions allow seamless background synchronization for all contacts and leads.

Fix failed contact sync

A permission check to ensure Ringover can read and write contact metadata. Follow these steps if contacts, leads, or accounts fail to import into your Ringover dialer.

  1. Log in to your Zoho CRM account as an administrator.
  2. Go to Setup > Security Control > Profiles.
  3. Verify that the Created by and Modified by system fields for each object (Contacts, Leads, Accounts) are set to Read & Write.
  4. To verify success, initiate a manual sync or update a contact in Zoho; the record should instantly appear in Ringover.
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💡 Tip: Install the Ringover Chrome or Firefox Extension to enable one-click Click-to-Call directly inside your Zoho CRM interface.

🎉 You now know how to set up and configure the Zoho CRM integration in Ringover to streamline your sales workflows!