# Zoho CRM

> Connect Zoho CRM to Edesy - sign in as a Zoho administrator, map users, and add a call button to Leads and Contacts. Calls are logged in the Calls module with owner, missed-call type and recording link.

Source: https://edesy.in/docs/crm-integrations/connectors/zoho-crm

The Zoho CRM connector logs each call as a record in Zoho's **Calls** module, linked to the matching Lead or Contact and owned by the user who took or placed the call. The recording link goes in the call's description. A button on Leads and Contacts starts a click-to-call.

## What gets logged

| Field | Value |
|---|---|
| Subject | `Inbound call from +91…`, `Missed call from +91…`, `Outbound call to +91…` or `Unanswered call to +91…` |
| Related record | The Lead or Contact you called from, or the one whose Phone or Mobile matches the customer's number |
| Owner | The mapped Zoho user. Unmapped calls are logged without an owner |
| Direction, start time, duration | From the call |
| Missed | Set for unanswered calls |
| Description | The recording link |

Recordings that arrive after the call was logged are added to the same record.

## Set up

1. In [voice-app.edesy.in](https://voice-app.edesy.in), open **Settings → CRM integrations** and click **Connect Zoho CRM**.
2. Sign in to Zoho as a **Zoho administrator** and approve access. Orgs in any Zoho data centre work: `.com`, `.in`, `.eu`, `.com.au` and the others.
3. On the **Users** tab, enter the phone each Zoho user answers calls on. Calls forwarded to that phone are logged as theirs. See [Map Your Users](https://edesy.in/docs/crm-integrations/manage/user-mapping).
4. Add the call button in Zoho: **Setup → Customization → Modules → Leads → Links and Buttons → New Button**, choose **Open a URL**, and paste the **Button URL for Leads** from the connection's **Set up** tab.
5. Repeat step 4 for **Contacts** with the Contacts URL.
6. Click the button on a lead. Your phone rings first, then the lead's. The call appears under the lead's Calls.

The button URL contains a secret for your workspace. Keep it private. If it leaks, disconnect and connect Zoho again to get a new one.

## Inbound calls

Inbound calls are logged for your Edesy forwarding numbers. Set up a [forwarding rule](https://edesy.in/docs/call-forwarding/getting-started/quick-start) that rings your team's phones. Each call is logged against the Lead or Contact whose Phone or Mobile matches the caller, owned by the mapped user whose phone answered.

## Troubleshooting

| Symptom | Fix |
|---|---|
| "Reconnect needed" | Zoho stopped accepting the connection, for example after access was revoked. The workspace owner gets an email. Reconnect from the connection page; waiting calls are then logged |
| The button rings nobody | Map the Zoho user on the Users tab, check your wallet balance and your active Edesy number |
| Call logged without the lead | The caller's number doesn't match any Lead's or Contact's Phone or Mobile field |
| A call is missing | Open the [Activity tab](https://edesy.in/docs/crm-integrations/manage/activity-log-and-retries) |