ZOHO CRM
Zoho CRM Integration Overview
Improve your team’s productivity with the 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 BGMconnects app
When searching by name in BGMconnects 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 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 PBX Zoho CRM integration is supported for the following Zoho CRM editions:
Standard
Professional
Enterprise
Ultimate
Step 1: Configure the Zoho Application
Sign in to the Zoho Developer Console.
Click Add Client.
Select Server-based Applications as the client type.
Enter a Client Name, for example:
BGMconnects IntegrationEnter the Homepage URL, which is the URL of your PBX Admin Console, for example:
https://pbx.bgmconnects.com:8887In Authorized Redirect URIs, add the PBX callback URL:
https://pbx.bgmconnects.com:8887/api/auth/callback/zohoNote: Replace
pbx.bgmconnects.comwith your actual PBX host name.Click Create.
Zoho will generate a Client ID and Client Secret.
Securely store the Client ID and Client Secret. These credentials are required when configuring the PBX. Treat them as confidential and rotate them immediately if you suspect they have been compromised.
Step 2: Configure the PBX
Enable CRM at the Tenant Level
Log in to the BX 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
Navigate to Integrations > CRM.
From the Select a CRM solution dropdown, choose Zoho.
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 the 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 the PBX is required to access the recording.
Public Recording Link – Authentication with the 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
Click Authorize. A new browser tab will open.
Sign in using the Zoho user account that should grant access (do not use a developer account).
Click Accept to authorize the PBX to access Zoho CRM data.
Once authorization is complete, the integration becomes active immediately.
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