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Zoho Integration

Jive’s Zoho CRM integration unites your communications with your CRM (customer relationship management). Each time you make or receive calls, Jive Web automatically looks for any customers that match the caller ID. Calls are automatically logged and options to edit your customer accounts or add call notes are readily available. Click a phone number within Zoho CRM to initiate a call directly to your phone.

Learn more about Jive Web.

Version Support

The free version of Zoho CRM does not support the phone bridge feature and is not supported with this integration. Please contact Zoho for more details.

Enable Zoho CRM

Zoho CRM only allows a single telephony integration at once. If you have had other services linked in the past, make sure to disable these first.

1. Go to my.jive.com/integrations to log in to Integrations Dashboard.

2. Click on Zoho CRM in the left sidebar.

3. Click [LINK ACCOUNT].

You will then be redirected to Zoho CRM to login and allow Jive to access your account.

4. From the Settings tab, choose your line.

Note: If you’re an system admin, click [DISABLE INTEGRATION] from the Admin tab to disable the integration for your organization.

Incoming Calls

For all incoming calls to your selected Jive device, Zoho performs a search for customers that match the caller ID. If there is a match, the customer’s information will display within the incoming call notification within Zoho (lower right). If there is no match, only the phone number will display and you can click  to add the contact to Zoho.

 

Outgoing Calls

To properly integrate with Zoho, all outgoing calls must be initiated from your selected Jive device. The call will then be displayed within Zoho (lower right) allowing you to log the call and take notes. If the contact does not currently exist within Zoho, click  to add them.

Click to Call

 

Jive’s Zoho Desk integration unites your communications with your Desk service application. Each time you make or receive calls, Zoho Desk automatically looks for any customers that match the caller ID. Calls are automatically logged and options to edit your customer accounts or add call notes are readily available. Click a phone number within Zoho Desk to initiate a call directly to your phone.

Learn more about Jive Web.

Version Support
The free version of Zoho Desk does not support the phone bridge feature and is not supported with this integration. Please contact Zoho for more details.

Enable Zoho Desk

Zoho Desk only allows a single telephony integration at once. If you have had other services linked in the past, make sure to disable these first.

1. Go to my.jive.com/integrations to log into Integrations Dashboard.

2. Click on Zoho Desk in the left sidebar.

3. Click [LINK ACCOUNT].

You will then be redirected to Zoho Desk to login and allow Jive to access your account.

4. From the Settings tab, choose your line.

Note: If you’re an system admin, click [DISABLE INTEGRATION] from the Admin tab to disable the integration for your organization.

Incoming Calls

For all incoming calls to your selected Jive device, Zoho Desk performs a search for customers that match the caller ID. If there is a match, the customer’s information will display within the incoming call notification within Zoho Desk (lower right). If there is no match, only the phone number will display and you can click [Add Contact] to add the contact to Zoho Desk.

Outgoing Calls

To properly integrate with Zoho Desk, all outgoing calls must be initiated from your selected Jive device. The call will then be displayed within Zoho Desk (lower right) allowing you to log the call and take notes. If there is no match, only the phone number will display and you can click [Add Contact] to add the contact to Zoho Desk.

Call Notes

During or after a call, you can add notes and create follow-up tasks. Click [Add Ticket] to create a ticket in Zoho Desk.

 

Jive’s CRM Mapping allows Zoho CRM to help direct customer’s calls to the correct person in your Jive system. When a call hits the CRM Mapping node in the dial plan, Zoho CRM finds the caller based on their phone number in Zoho CRM and determines who the best contact is to send the call to (the Zoho user assigned to the contact). The call is then directed to the extension that is assigned to the Zoho CRM User in the CRM Mapping tab. If a Zoho User does not have CRM Mapping assigned, the call will be sent to the next step in the Dial Plan.

Step 1: Set up CRM Mapping in Admin Portal

1. Go to my.jive.com/pbx.

2. Click CRM Mapping in the left sidebar.

Note: If you have not linked your Zoho CRM account to Jive, you will be forwarded to the integrations dashboard to sign in.

3. Click [SET ME AS MASTER USER].

Note: Only one administrator can be a master user. If you are not currently the master user, you will need to click [SET ME AS MASTER USER] before proceeding.

4. Click [ADD MAPPING].

5. Select the desired line.

6. Select the Zoho User whose calls will be directed to the extension.

7. Click the checkmark icon.

zohoCRMMapping_1-7-png

8. Repeat steps 4-7 for other Zoho users that need mapping. If a Zoho User does not have CRM Mapping assigned, the call will be sent to the next step in the dial plan.

Step 2: Use CRM Mapping in Dial Plan

1. Click Dial Plans in the left sidebar.

2. Select the dial plan that requires CRM mapping.

zohoCRMMapping_step2_1-2-png

3. Drag and drop the CRM Mapping node into the desired placement within the dial plan.

Note: Make sure each target icon has a destination or calls will be dropped.

4. Click [SAVE].

zohoCRMMapping_step2_3-4-png

 

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