Integrating incoming calls and outbound dialer campaign to ZohoCRM

This article will guide you through some basic setups regarding your ZohoCRM integration. If you didn't integrate it with babelforce yet or want to acquire some basic info regarding ZohoCRM, please click here. Once you are done with the setup, let's build the following scenarios:

1. Look up enduser (contact) in ZohoCRM and create it if it doesn't exist
2. Associate a contact with a call by assigning the ticket to that contact
3. Create a record (or to use the ZohoCRM wording: create an activity) whenever a call comes in
4. Open a record whenever an outbound call is connected to a contact
5. Create a call record whenever an OBD call is bridged and assign an outbound dialer call to a contact

Let's go through each of these scenarios and build the events needed:

1. Look up if the enduser exists in your ZohoCRM whenever a call is created.

First, select the Event "Call created" and the action "enduser.lookup babelforce". Make sure to tick the field "create if not exists" if you want the contact to be created in case it does not exist yet.

2. If the contact exists in your CRM, you can assign the activity to this contact by setting up an Automation which contains the Event "call taken" and the ZohoCRM Action "associate contact with call".

3. Now we create a record, or as it is called in ZohoCRM, a "call", whenever a call comes in:

You can adjust the subject and description of the ticket according to your needs.

4. Similar to the inbound scenario, we would like to have a call created whenever a call is outbound. Therefore, we set up an Automation containing the Event "call bridged" and the action "create a call".

We insert the following Trigger:

Note, that we have to add the condition "domain = external". Otherwise our ticket would be created twice.

5. Now that we manged to set up the basic Automations, let's move on to the setup of the Outbound Dialer (OBD). Therefore, we basically have to set up the same Automations as for inbound and outbound calls, with the exception that we have to define the dialer as our source. We therefore build a Trigger which defines exactly that:

However, you can also just leave the Trigger "always" in the lookup enduser Automation which includes the source dialer (like we did in 1.).

Now, we can build the Automation which creates a call (or activity) in ZohoCRM, whenever our outbound dialer successfully connects to a contact in the list, hence when the call is bridged. It could look something like this:

To show the contact number in the ticket, we put it in the subject using the placeholder {call.to.number}. 

Finally, we have to associate the contact with the call, whenever an OBD successfully connects to a contact in our list:

With these Automations set up, we can adjust our OBD to our personal needs: in our helpcenter section "Outbound sales and service" you will find more information on how to use the OBD, how to automate callbacks and a lot more of useful information. We also have a chapter in our Tutorials section dedicated to the Outbound Dialer. Click here, if you're interested in reading it.

Great, you're all set up. Have fun exploring the various other possibilities that an integration of ZohoCRM in babelforce offers.