How do I integrate MyOperator with Zoho Recruit, Zoho Desk and Zoho Bigin for click-to-call and automatic call logging?
⚡Quick answer -
Match each agent’s email address exactly on both platforms, install the MyOperator PhoneBridge extension in Zoho CRM, enter your MyOperator API credentials, then run User Sync by checking this link https://connect.myoperator.com/phonebridge_user
Add the Company ID, which you will get from the MyOperator Panel:
- MyOperator > APIs and Webhook > Calling APIs > Company ID.
When should I use this guide?
Use these steps right after purchasing MyOperator or whenever you reinstall the Zoho PhoneBridge connector. The same flow applies if you migrate to a new Zoho CRM org.
1. Prerequisites
- MyOperator plan - SUV and Above (New Plans)
Growth and Scale (Old Plans) - MyOperator and Zoho admin access
- Enable Webhook InCall and Webhook AfterCall
- Enable click2call
- The email ID of the user on Zoho should be the same as the email ID of the user on MyOperator
- Telephony → install the MyOperator app, used for phone bridge (outgoing calls)
- Dial method should be Serial wise or Balanced. We don't support Simultaneous call distribution.
Watch the video walkthrough
Alt text: Video demo
2. Steps to Integrate Zoho Recruit, Bigin and Desk
Zoho PhoneBridge Integration
- In Zoho CRM, open Setup ▸ Channels ▸ Telephony and click Marketplace.
- Search “MyOperator PhoneBridge”, click Install, and authorise the requested scopes.
- Log in to MyOperator Panel, go to Integration page or APIs and Webhook > All Integrations > Zoho Phonebridge
- Click on Zoho Phonebridge CRM logo
- Enter Company ID, Secret Key, API Token, IVR ID
- You can get details from Myoperator → APIs and Webhook → Calling Webhooks
- For IVR ID, go to MyOperator → Calls → Outgoing → Campaign → Create Campaign ( Peer to peer) and add details.
- Set Name, Time and days. Copy the Public IVR ID.
- Click on the Integrate button.
- It will redirect to the success page.
- Copy the URL from the success page and go to MyOperator → APIs & Webhooks → Calling Webhooks and click on Add New.
- Select Aftercall webhook, Select method “POST”
- Add the URL: https://connect.myoperator.com/api/1.1/wf/phonebridge_aftercall/
- Select Content Type to “JSON”
- Press Save button
- Select Incall webhook, Select method “POST”
- Add the URL: https://connect.myoperator.com/api/1.1/wf/phonebridge_incall/
- Select Content Type to “JSON”
- Press Save button
Alt text: Adding AfterCall webhook
3. How the integration works
Alt-text: Zoho CRM, PhoneBridge, and MyOperator handshake during click-to-call and call logging
How incoming calls are processed
- MyOperator will add the activity for every call
How outgoing calls & Click-to-Call work
- In Zoho Recruit, Bigin and Desk, click the grey phone icon next to any Contact number.
- MyOperator dials the agent first, then bridges the customer.
- When the call ends, MyOperator pushes a “Call – Outgoing” activity to the same Contact.
4. Synchronising users
- The email ID of the MyOperator user should be the same as the Zoho CRM user.
- If the customer adds any new user in Zoho CRM, sync user is required. In case any new user is added in MyOperator, there is no need to sync the users.
- Go to:
https://connect.myoperator.com/phonebridge_user
- Enter Company ID ( You can get the company ID from myoperator → APIs and Webhook > Calling APIs and on this page, you will find the company ID)
- Click on the Sync User button, and the users sync successfully.
5. When synchronisation does NOT work?
Scenario | Result | Fix |
Email differs by even one character or case | User appears as “Unmapped”; calls attach to “Unknown User” record. | Edit the email in either system so they match. |
User exists only in Zoho | Sync skips that user. | Create a user in MyOperator, then Resync Users. |
User made “Inactive” in Zoho | Sync drops mapping; past call logs stay, but no new logs. | Reactivate the user or delete the mapping. |
6. Activity fields pushed to Zoho Recruit, Bigin and Desk
Field (Zoho) | Notes |
Call From | 10-digit Caller’s number |
Call Type | Inbound/Outbound |
Related to | Existing lead |
Call_Start_Time | Start time of call |
Duration (sec) | Ring + talk time |
Subject | [Outbound/Inbound] Call from [Caller’s number] |
Description | Department Name: [Department Name], Status of call: [Status of Call], Call duration: [Duration of call], Call start time: [Start time of Call], Call end time: [End time of call], Recording URL: [Recording URL if available], UID: [Unique ID of call], Agent: [MyOperator’s agent name] |
7. Expected outcome
After a successful setup, you should see:
- Green “Synced” badge beside every mapped user.
- A phone icon next to every phone-number field in Zoho Desk, Recruit and Bigin (click-to-call).
- A complete entry of logs in the form of call/activity/ticket, including duration, recording URL (if enabled), and disposition.
Verification checklist:
- From any phone, call your MyOperator number.
- Confirm that either:
- New activity/ticket/calls entry will be created
- End the call; refresh the activity/ticket/calls entry page to check the new entry
- Confirm the call log shows Duration, Recording URL, and MyOperator_Call_ID.
8. When does the integration fail?
Scenario | What breaks | Quick fix |
Email mismatch (even capitalisation) | Calls log to “Unknown User” | Edit the email on both systems → Resync Users |
Missing PhoneBridge licence | No pop-ups or call logs | Buy extra licences or deactivate unused agents |
Webhook URL typo | Calls not logged | Copy URLs exactly as given in the wizard |
MyOperator user absent | User ignored during sync | Create the user in MyOperator first |
9. Troubleshooting
Problem | Try this |
Call logs missing | Confirm the webhook URLs in MyOperator: APIs and Webhook → Calling Webhook → Add New |
Click-to-call dialler does nothing | The agent is offline in MyOperator; make them “Available” and retry |
New Zoho user is invisible in the list | Press Resync Users; clear browser cache; make sure user email matches exactly |
Keywords: MyOperator, Zoho CRM, PhoneBridge, click-to-call, call logging, user sync, webhook, API token, resync
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