Calldacity Integrations | How to Setup the Zoho CRM Integrator

Calldacity Integrations | How to Setup the Zoho CRM Integrator

Calldacity Integrations | How to Setup the Zoho CRM Integrator

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Administrator Access Required:

To set up this integration, you will need administrator access to your Zoho CRM account and an Office Manager Scope with the UCaaS Portal to setup and access recordings.

Step 1. Login to your UCaaS Portal


Step 2. Go to the "Integration" Tab and Select on the "Enable" Button within the Zoho CRM Box


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Please Note: This will launch into a new window

Step 3. Login to Zoho CRM


Step 4. Accept the Connection of the Integrator


Step 5. Integration Successfully Linked
Screen Prompt:
Screen Prompt
Icon Prompt:


Integrator Enabled Successfully:


Step 6. Adding Users to the Integrator

a. Hit the "Pencil" Icon Located Next to the "Enable Button" on Zoho CRM 


b. Enable Users for Calls, SMS, and Meetings Data and Accessing Tokens within Advanced (This selection depicts which data the integrator records and sends over to the CRM)


c. In the "Advanced" is where the Tokens can be located

(Please note: Any edits to this can affect the outcome of the task within Zoho CRM)



 - Contact: [[phone_number]]

 - Employee: [[employee]]

 - Call Direction: [[call_direction]]

 - Call Time: [[call_start]]

 - Call Event: [[call_event]]

 - Recording: [[recording_url]] [[transcription]] 

Step 7. Confirming the User's information in Zoho CRM
⚠️ User Identity Matching
Email Address Identification: The UCaaS Portal uses email addresses to identify users in Zoho CRM.

No Email Present? If a UCaaS Agent/User doesn't have an email address, the Zoho CRM administrator can add the user's extension number in Zoho CRM.

Follow the below steps to adding, adjusting or deleting Emails or Extension Numbers in Zoho CRM. 
a. Go to Zoho CRM (Please Note: You will be required to have Administrative Permissions to complete the following steps)

b. Go to User Settings


1. Select Settings via the "Gear" Icon

2. Select Users under General Settings Column

c. Search the User's to confirm email or extension number is under the User

1. Select the "Users" Tab

2.  Search the User using the Zoho CRM Search Function

3. Hit the Pencil Icon to after Selecting on the user (Pencil located next to the Users Name)

d. Adding Extension and/or Email Address under the User


- To add or adjust an email address, select the "Pencil" Icon to the right of the Email Field Box

- If no Email, Add the Extension Number to the Phone Field 

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This allows for the integrator to link the identity of the UCaaS user to the CRM User. 

Step 8. Setup Complete: Once completed you can complete a test call, meeting or SMS, if successful, the data will populate within its designated tab in Zoho CRM

Example of a Call's Data being Logged under the Calls Tab:


Step 9: Accessing Call Recordings
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Please Note: For security compliance Calldacity provides a link to the recording in the Notes/Description Section of the Call Recording. 

Additionally, for a call recording to be attached the UCaaS user who initiated or received the call must have Call Recording enabled on the User Level.
UCaaS User Recording Settings:


How to Access the Recording Links within Zoho CRM:


1. Select Recorded Calls View

2. Select Desired Call Record


3. Select call recording link within Notes/Description Section (This will Pop a new Tab)



4. Enter your email address for authentication (Authenticate by either Login with OneCloud or Enter email address and send code)

5. Select Send Code

4. Authenticate via Login with OneCloud (Continue to last step if authenticating through login with OneCloud)



6. Enter Code received on email 

Once authenticated, you will have access to listen to the call recording



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If you have any questions or issues, please feel free to reach out to Calldacity Support.