Integrations
Zoho
How your agents look up records in Zoho CRM during a conversation, and write outcomes, follow-up tasks and updates back into your modules.
On this page
If your teams run on Zoho CRM, your agents work from the same records. During a conversation, the agent recognises the customer, reads the modules that matter in your business, such as leads, contacts, bookings or policies, and answers from that data. When the conversation ends, it writes back the summary, the outcome and the next steps, and opens any follow-up work for your team.
Zoho CRM stays your system of record for customer and account data. The Telonic record is the system of record for conversation history.
What the connection lets the agent do
| Action | What it means for you | Example |
|---|---|---|
| Look up records | The agent finds the customer and the records it needs while the conversation is happening | A traveller's package, dates and balance due |
| Write back the outcome | The summary, outcome and next steps are written to the right record | A note: "Asked about visa requirements. Sent the approved guidance." |
| Create tasks | Follow-up work is opened for your team, with the context attached | A task to confirm an airport transfer with a supplier |
| Create and update leads | New enquiries are recorded, and qualified interest is marked | A new lead for a family package in December |
| Update fields you permit | Named fields are kept current, such as contact preferences | A customer's preferred channel set to WhatsApp |
Amounts and dates in the agent's answers are inserted directly from the record, not retyped by the model.
How it connects
The connection uses Zoho CRM's standard API (application programming interface: the documented way other software exchanges data with it). Access is granted with OAuth (the standard way to give an application limited access to an account without sharing a password), through a dedicated integration user your administrators create and control. The profile and scopes you assign to that user decide which modules and fields the agent can read or change.
Each connection is mapped to your configuration during implementation: your modules, including custom modules, your fields and your processes. Credentials are stored encrypted in your deployment, every call travels over TLS 1.2 or higher (Transport Layer Security, which encrypts data in transit), and the connection runs from your deployment in your chosen region.
Permissions
| Permission | Needed for | Default |
|---|---|---|
| Read leads, contacts and accounts | Recognising the customer | Only the modules and fields mapped with you |
| Read business records (bookings, policies, units) | Answering from your data | Only the modules and fields mapped with you |
| Create notes, tasks and leads | Writing back and opening follow-up work | On for the record types you choose |
| Update named fields | Keeping status and preferences current | Only the fields you list |
| Delete records | Not needed | Not granted |
The agent can only take actions your team has granted. Anything not granted cannot be invoked. See Permissions.
In practice
Nakhla Travel keeps its customers and package bookings in Zoho CRM.
- Ahmed calls to check what time his airport transfer in Salalah is booked for. The agent matches his number to his contact and finds his booking.
- The transfer is not yet confirmed with the supplier. The agent tells him so, and says when he will hear.
- It creates a task for the operations team to confirm the transfer, with his flight details attached.
- The summary and outcome are written to his record, so whoever speaks to Ahmed next knows what he asked and what was promised.
What your team controls
- Which modules and fields the agent can read and write.
- Which record types it can create.
- The integration user's profile, which your administrators can change or withdraw at any time.
Related
- CRM and ERPIntegrations
- How integrations workIntegrations
- PermissionsIntegrations
- Travel and hospitalityIndustry guides
- The customer recordCustomer record
Product names and logos are trademarks of their owners. Their mention shows systems Telonic connects to and does not imply partnership or endorsement.