CRM Integration and Action

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1. Why Integrate Zoho CRM?

• Automatically create leads, contacts, or deals while talking to customers.
• Reduce manual data entry by capturing customer details in real time.
• Improve lead follow-up speed and support resolution times.

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2. Set Up Zoho CRM Integration

1. Open Integration Settings
   • Go to Add CRM Integration in your Inya dashboard.
   • Select Zoho as the operator and enter a name for your integration.
2. Get Zoho Credentials
   • Open the Zoho API Console.
   • Create a Self Client by following Zoho’s Self Client guide.
3. Copy Client ID & Client Secret
   • In the Client Secret tab, locate your Client ID and Client Secret.
   • Paste both into the integration form in Inya.
4. Enter Account Server URL
   • Choose the correct Account Server URL based on your primary region from Zoho’s region list.
5. Generate Account SOID
   • Follow Step 1 in this Zoho guide to generate your Account SOID, then paste it into Inya.
6. Specify Required Scopes
   • From Zoho’s scope list, add the required scopes for your action (e.g., ZohoCRM.modules.ALL).
7. Save
   • Click Save to complete the integration.

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3. Create a CRM Action

1. Navigate to Actions
   • Go to Manage Agents → Select Agent → Action Tab.
2. Create Action
   • Click + to open the Create Action card.
3. Fill in Details
   • Name: Use only letters, numbers, or underscores.
   • Description: Describe when the action should trigger.
     • Example: “Trigger this action when the user provides new lead details.”
4. Select Integration
   • Choose your Zoho CRM integration.
5. Choose Trigger
   • Post-Call: Executes after the conversation ends.
     • If Post-Call is selected, you can:
       • Add Variables (sent to the API).
   • On-Call: Executes during the conversation.
     • If On-Call is selected, you can:
       • Write a message in the Speak During Action section.
       • Add Before API Call Variables (sent to the API).
       • Add After API Call Variables (received from the API).
6. Set CRM-Specific Fields
   • Select Action: Choose the CRM action type (e.g., CREATE for adding new records).
   • Module Name: Specify the CRM module where the record should be created (e.g., Leads, Accounts, Contacts, Deals).
   • Payload: Define the data in JSON format. Example:
     Copy

     {
     "Company":"Example Corp",
     "Name": "Smith",
     "Email": "john.smith@example.com"
     } 
     

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4. Test Your CRM Action

1. Open Testing Mode
   • Go to Manage Agents → Select Agent → Test.
2. Start a Test Conversation
   • Chat or speak with your agent in the test interface.
3. Trigger the Action
   • Use the same instructions or keywords from your Action’s Description to activate it.
4. Verify in Zoho CRM
   • Log in to Zoho CRM and check if the record was created or updated as expected.
5. Check Action Logs
   • In Inya, click More Options (⋮) on the Action card → View Logs.
   • Review execution details and any API errors.