How It Works

Learn how SimpleCallCenter helps you manage your call center operations

How the Zoho CRM Integration Works

SimpleCallCenter connects to Zoho CRM via OAuth, so your calls show up in Zoho automatically — with the right contact/lead, the right agent, and the right context.

1

Connect Zoho CRM (OAuth)

An admin clicks Connect Zoho, signs in, and approves access for the integration. We store tokens securely and refresh them automatically when needed.

2

We find the matching Lead or Contact (and avoid duplicates)

When a call happens, we try to match the caller by the data you already have in Zoho:

  • email (when available)
  • phone number (normalized)
  • If we find a match, we update the record (only the fields you allow).
  • If we don't find one, we can create a new Lead or Contact — depending on how your team prefers to work in Zoho.
3

We log the call as a Zoho activity

For each call, we create a Call activity in Zoho and link it to the matching Lead/Contact (and optionally to an Account/Deal when applicable). That means your team sees the call in Zoho like it belongs there:

  • inbound / outbound direction
  • start time and duration
  • answered / missed status
  • agent who handled the call
  • notes, tags, and links (recording, transcript, AI summary — if enabled)
4

Calls are assigned to the right user

If you map your agents to Zoho users, we assign the call activity and ownership consistently — so records don't all end up under the admin who connected the integration.

5

Clean sync, no spammy duplicates

We store a unique internal call ID on each logged call. If the same event is retried (network hiccup, webhook retry, etc.), we update the existing activity instead of creating duplicates.

What we write to Zoho

By default, the integration creates or updates:

  • Leads or Contacts (create if missing, update if found)
  • Call activities linked to the right record

Optional (if you enable it):

  • link to Deals / Accounts
  • attach recording / transcript / summary links
  • create follow-up tasks (missed calls, callbacks, escalations)

Permissions and security

We request only the access needed to match records and log call activity. Tokens are stored securely and can be revoked anytime in Zoho. You control what fields are synced and what gets written into your CRM.