Managing Calls, SMS, and Contacts with Onoff & Zoho

Managing Calls, SMS, and Contacts with Onoff & Zoho

Integrating Onoff Business with Zoho CRM allows your team to automatically log calls, SMS, and voicemails directly in your CRM. This guide explains how the integration works, how data flows, and how to manage settings to maximize visibility and efficiency.

Overview and Benefits

The Onoff Business × Zoho CRM integration automatically syncs:

• Incoming and outgoing calls
• SMS messages
• Voicemails
• Call recordings and transcriptions
  

This eliminates manual logging, ensures accurate reporting, and gives your team complete visibility into every customer interaction.

Call, SMS, and Voicemail Data Synced to Zoho

Once integrated, Onoff automatically sends detailed communication data to Zoho.

Call logs include:

• Call direction (incoming or outgoing)
• Call status (connected, missed, voicemail)
• Agent and contact information
• Date, time, and duration
• Call notes and tags
• Call summary and action items (if transcription is enabled)
• Call recordings (if enabled)
• Voicemails

SMS logs include :

• Message direction (sent or received)
• Agent and contact information
• Timestamp
• Full message content

This complete logging ensures full communication visibility.

Assignment of Logs to Zoho Users

Onoff logs are assigned using this logic:

• If the contact has an Owner in Zoho CRM → the log is assigned to that Owner
• If no Owner exists → the log is assigned to the Zoho CRM Admin by default
  

Accurate ownership ensures clear reporting and accountability.

Where Communication Logs Appear in Zoho

Contact records

All call, SMS, and voicemail activity is logged on the contact’s timeline.

Leads records

Onoff also logs activity to Zoho CRM Leads.

Search order:

1. Contacts by phone number
2. If no contact match → Leads by phone number

Logs sent to Leads do not update Accounts, Contacts, or Opportunities

Organization records

• Logs appear if the contact is linked to an Organization
• If the contact does not exist but the number belongs to an Organization → logs are not sent

Deal records

• Logs appear for open deals linked to the contact
• If multiple deals exist → logs go to the most recently updated linked deal

Contact Synchronization Between Onoff & Zoho CRM

Auto-Create Contacts (Zoho CRM → Onoff)

• Enable Create contacts automatically
• Contacts in Zoho CRM not yet in Onoff are created automatically
• Works for inbound/outbound calls and SMS
  

Auto-Export Contacts (Onoff → Zoho CRM)

• Enable Export Onoff contacts automatically
• New contacts in Onoff are exported to Zoho CRM
• Existing contacts are updated
  

Manual Export (Onoff → Zoho CRM)

• Open the contact in Onoff
• Click the three dots → Export to CRM → Zoho CRM
• Creates a new Zoho CRM Person or updates an existing one

Accessing Zoho CRM Data in the Onoff Web App

• See Zoho CRM contact information and direct CRM links
• Sync data using the Synchronize button
• Search contacts by name or number; Onoff and Zoho CRM results appear separately
• Create missing Zoho CRM contacts in Onoff with one click

Accessing Zoho CRM Information During Calls

During calls, Onoff displays relevant Zoho CRM information in real time:

• Instantly know who is calling
• Open the full Zoho CRM profile from the call screen
• Access organization, deals, notes, and timeline
• Automatically create missing Zoho CRM contacts (if enabled)

Call Recordings, Transcriptions, and Action Items

Requirements

• Call Recording enabled in Onoff
• Toggle Send call recordings enabled
  

Behavior

• Call logs appear instantly in Zoho CRM
• Recordings arrive shortly afterward
• If transcription is enabled:
• Call summary is sent
• Action items appear as tasks (toggle can disable if preferred)

Search and Contact Matching Logic

Onoff searches by phone number using international format (with or without “+”).

Examples:

• +33123456789
• 33123456789

This ensures consistent contact matching.