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Connect CallDesk with Zoho CRM to automatically sync call data, trigger AI calls from Zoho workflows, import contacts for campaigns, and keep your CRM updated in real-time.

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What it does

  • Trigger AI calls from Zoho Flow — call leads within seconds of a form fill or workflow event
  • Log every call to Zoho CRM — duration, outcome, transcript, and summary on the contact timeline
  • Auto-sync contacts — new callers added to Zoho, existing contacts updated with call outcomes
  • Create deals for qualified leads — when AI qualifies a lead above your threshold, a deal is created
  • Import Zoho contacts into campaigns — pull contacts directly for outbound AI calling
  • Custom fields — CallDesk updates qualification score, call summary, and last call date

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Setup

1

Go to Integrations

Navigate to Settings → Integrations → CRM
2

Select Zoho CRM

Click “Connect Zoho CRM” and complete the setup wizard
3

Authorize access

Sign in to your Zoho account and grant permissions. The existing OAuth scopes (ZohoCRM.modules.ALL) cover all AI calling features.
4

Configure sync

Choose what to sync: call activity logging, custom contact fields, and auto-deal creation
5

Set up triggers (optional)

Connect Zoho Flow to trigger outbound AI calls from CRM events

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Trigger calls from Zoho Flow

Use Zoho Flow or CRM workflows to trigger instant AI calls when events happen in your CRM.
1

Create a Speed to Lead automation

In CallDesk, go to Automations → New → Speed to Lead and select Zoho CRM / Flow as the trigger source.
2

Copy the webhook URL

After creating the automation, copy the webhook URL and secret from the automation settings.
3

Create a Zoho Flow

In Zoho Flow, create a new flow with your desired trigger (e.g., “New Lead in Zoho CRM”).
4

Add a Webhooks action

Add a “Webhooks” action to the flow. Set the method to POST and paste the webhook URL.
5

Configure the payload

Set the JSON body with contact data:
{
  "name": "{{First Name}} {{Last Name}}",
  "phone": "{{Phone}}",
  "email": "{{Email}}"
}
Add the X-Automation-Signature header with the HMAC-SHA256 of the request body using the webhook secret.

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Import contacts for campaigns

Pull contacts from Zoho CRM directly into CallDesk outbound campaigns:
  1. Go to Campaigns → New Campaign (or edit an existing one)
  2. In the Contacts step, click Import from Zoho CRM
  3. Search and select the contacts you want to call
  4. Selected contacts are imported to CallDesk and added to the campaign
Contacts are deduplicated by phone number — existing contacts are linked to Zoho CRM rather than duplicated.

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What gets synced back

After each AI call, CallDesk syncs the following to Zoho CRM:

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Call Activity

Every call creates a Zoho CRM Call record with:
FieldDescription
Subject”AI Call — {Contact Name}“
Call TypeInbound or Outbound
DurationCall length (hh:mm:ss)
Start TimeWhen the call started
DescriptionAI-generated call summary
WhoLinked to the Zoho CRM contact

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Custom Contact Fields

CallDesk creates and updates these custom fields on each contact:
FieldTypeDescription
CallDesk_Last_AI_Call_DateDateTimeWhen the last AI call occurred
CallDesk_Qualification_ScoreIntegerLead qualification score (0-100)
CallDesk_Call_SummaryTextSummary of the last AI call
CallDesk_Total_AI_CallsIntegerRunning count of AI calls

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Deal Creation

When enabled and a lead scores above your threshold, CallDesk creates a Zoho CRM Deal with:
  • Deal Name: “AI Qualified Lead — {Contact Name}”
  • Stage: Your configured stage (default: “Qualification”)
  • Description: AI call summary
  • Contact: Linked to the Zoho CRM contact

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Use cases

  • Speed to Lead — New web form submission → AI calls the lead within seconds
  • After-hours handling — Missed call → AI calls back immediately
  • Campaign outreach — Import Zoho contacts into a campaign for bulk AI calling
  • Lead qualification — AI qualifies leads and pushes scored results back to Zoho CRM
  • Re-engagement — Contact field update in Zoho → trigger a follow-up call

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Data sync

ModuleDirectionWhen
ContactsBoth waysAfter each call / on import
CallsCallDesk → ZohoAfter each call
DealsCallDesk → ZohoWhen lead is qualified
Custom FieldsCallDesk → ZohoAfter each call

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Requirements

  • Zoho CRM account (any edition)
  • API access enabled (included in most editions)
  • Admin permissions for initial setup
  • No additional cost from CallDesk

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Troubleshooting

Make sure you have admin permissions and API access is enabled for your Zoho account. If you’re using a data center outside the US, the integration handles multi-region automatically via accountServer.
Check that the integration is still connected in Settings → Integrations. Zoho OAuth tokens expire after ~60 minutes and are refreshed automatically, but if the refresh token is revoked, you’ll need to reconnect.
Run the field setup again from the integration settings. Custom fields require admin-level API permissions in Zoho CRM.
Zoho CRM has API rate limits (typically 5000 requests/day for free plans). If you see rate limit errors in the sync logs, consider upgrading your Zoho plan or reducing sync frequency.
CallDesk deduplicates contacts by phone number. If duplicates appear, check that phone numbers are formatted consistently (include country code).

Connect Zoho CRM

Set up the integration now