Once the Zoho CRM integration is installed, Onoff automatically logs your calls, SMS and voicemails in Zoho and syncs your contacts both ways. For installation, see "Connect your CRM to Onoff Business".
What is sent to Zoho
| Type | Information |
|---|---|
| Calls | Direction, status (answered, missed, voicemail), member and contact, date, time and duration, notes and tags, summary and action items (if transcription is on), recording (if on), voicemail |
| SMS | Direction, member and contact, date and time, full content |
Activities appear immediately; recordings arrive shortly after. To send recordings, recording must be on in Onoff, as well as the integration's Send call recordings option.
Where activities appear
Onoff first looks for a contact with the same number, then a lead.
| Zoho record | Rule |
|---|---|
| Contact | All activities appear on the contact's timeline. |
| Lead | If no contact matches. The activity is logged on the lead only. |
| Account | If the contact is linked to an account. If the number only exists on an account, with no matching contact, nothing is sent. |
| Deal | Only if the contact isn't linked to any account: Zoho can't log an activity on both an account and a deal. The activity then goes to the most recent open deal. |
Who the activity is assigned to
The activity is assigned to the contact owner in Zoho. With no owner, it's assigned to the Zoho CRM admin.
If the contact owner is a deactivated Zoho user, the activity may not be logged: reassign the contact to an active user.
Sync contacts
- Zoho → Onoff: turn on Create contacts automatically to create Zoho contacts in Onoff when a call or SMS occurs.
- Onoff → Zoho: turn on Export Onoff contacts automatically to create in Zoho, during a call or SMS, Onoff contacts that aren't there yet.
- Unknown numbers: turn on Create unknown contacts to create in Zoho numbers that are in neither.
- These options are off by default. Without them, a call with a number not in Zoho isn't logged there. See "Connect your CRM to Onoff Business".
- Manual export: open the contact in Onoff, click the three dots (⋮) then Export to CRM > Zoho CRM.
Zoho inside Onoff
In the web app and during calls, Onoff shows the contact's Zoho information (account, deals, notes, history) with a link to their record. The Synchronize button updates the data. A search by name or number shows Onoff and Zoho results separately.
Good to know
- Numbers are matched in international format, with or without "+" (for example +33123456789 or 33123456789).
Related articles
- Connect your CRM to Onoff Business
- CRM integration: troubleshooting
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