ZOHO CRM

Zoho CRM Integration Overview

Improve your team’s productivity with PortSIP PBX’s native Zoho CRM integration. This integration automatically matches incoming and outgoing calls with Zoho contacts, leads, and accounts, and logs call activities—including call records, call recordings, and AI transcriptions—to the appropriate CRM records.

By eliminating manual data entry and providing agents with real-time customer context, this integration helps teams work more efficiently and deliver a consistently superior customer experience.

Key Capabilities

Caller ID to Contact Name

Inbound calls automatically trigger a Zoho CRM lookup to identify the caller and display the associated contact name.

Contact Lookup from PortSIP ONE

When searching by name in PortSIP ONE for Windows, macOS, or Web Client, the system queries Zoho CRM and matches contacts based on phone numbers.

Automatic Call Journaling

All trunk calls are automatically logged in the Zoho Contact Card as CRM call activities. Agents can also append call notes at any time.

Create New Contacts Automatically

For calls from unknown numbers, agents can create new Zoho contacts or leads directly from the PortSIP PBX client.

Recording and AI Transcription Logging

Call recording links and AI transcription links are automatically attached to the corresponding Zoho CRM activity.

Supported Zoho Editions

The PortSIP PBX Zoho CRM integration is supported for the following Zoho CRM editions:

  • Standard

  • Professional

  • Enterprise

  • Ultimate

Step 1: Configure the Zoho Application

  1. Sign in to the Zoho Developer Console.

  2. Click Add Client.

  3. Select Server-based Applications as the client type.

  4. Enter a Client Name, for example: PortSIP PBX Integration

  5. Enter the Homepage URL, which is the URL of your PortSIP PBX Admin Console, for example: https://pbx.portsip.com:8887

  6. In Authorized Redirect URIs, add the PortSIP PBX callback URL: https://pbx.portsip.com:8887/api/auth/callback/zoho

    Note: Replace pbx.portsip.com with your actual PBX host name.

  7. Click Create.

  8. Zoho will generate a Client ID and Client Secret.

Securely store the Client ID and Client Secret. These credentials are required when configuring PortSIP PBX. Treat them as confidential and rotate them immediately if you suspect they have been compromised.

Step 2: Configure PortSIP PBX

Enable CRM at the Tenant Level

Log in to the PortSIP PBX Web Portal as a System Administrator, then navigate to Tenants, select the target tenant, and click Edit.

Open the Features tab and ensure that the CRM option is enabled.

Important: CRM integration will not function unless this feature is enabled for the tenant by a System Administrator.

Alternatively, you may sign in directly as the Tenant Administrator for the desired tenant.

Configure Zoho CRM Integration

  1. Navigate to Integrations > CRM.

  2. From the Select a CRM solution dropdown, choose Zoho.

  3. Enter the Client ID and Client Secret obtained in Step 1.

Configure CRM Behavior

Contact Lookup Order

Define the priority for Zoho CRM searches:

  • Contacts

  • Leads

  • Accounts

Query CRM

Specify when PortSIP PBX should query Zoho CRM:

  • Always query

  • Only when not found in PBX CRM contacts

Log Calls as Activities

Enable this option to automatically log calls as Zoho CRM activities.

When enabled, a call recording link can be included in the activity:

  • Private Recording Link – Authentication with PortSIP PBX is required to access the recording.

  • Public Recording Link – Authentication with PortSIP PBX is not required.

Create Contacts for New Numbers

Allow agents to create CRM records when calls come from unknown numbers.

Choose the record type to create:

  • Contact

  • Lead

Zoho Region

Select the region where your Zoho account is hosted:

  • United States (US)

  • Europe (EU)

  • India (IN)

  • Japan (JP)

  • Canada (CA)

  • Saudi Arabia (SA)

Authorize Zoho Access

  1. Click Authorize. A new browser tab will open.

  2. Sign in using the Zoho user account that should grant access (do not use a developer account).

  3. Click Accept to authorize PortSIP PBX to access Zoho CRM data.

Once authorization is complete, the integration becomes active immediately.

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