Zoho CRM + MyOperator Integration: How Calls Are Handled

Zoho CRM + MyOperator Integration: How Calls Are Handled

📑 Table of Contents

  1. How are incoming calls handled?
  2. What happens if the lead doesn’t exist for an incoming call?
  3. How are outgoing calls handled?
  4. What is Click-to-Call (CoC) in Zoho CRM?

1. How are incoming calls handled?

  • Process:
    MyOperator checks Zoho CRM for an existing lead that matches the caller’s phone number.
  • Result:
  • If the lead is found, a new activity is logged under the existing lead.
  • If the lead is not found, a new lead is created.

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2. What happens if the lead doesn’t exist for an incoming call?

  • New Lead Creation:
    When a matching lead is not found, a new lead is created in Zoho CRM.
  • Lead Information:
  • The caller’s phone number is used as both the name and the phone number for the new lead.
  • A new activity is logged under this new lead.

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3. How are outgoing calls handled?

  • Process for Outgoing Calls:
    Every outgoing call made through MyOperator or via Click-to-Call in Zoho CRM is automatically:
    • Logged as a new activity
    • Associated with the matching lead based on the phone number.

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4. What is Click-to-Call (CoC) in Zoho CRM?

  • Overview:
    A Click-to-Call (CoC) icon is displayed next to every phone number in Zoho CRM.
  • Functionality:
    Agents can click this icon to initiate a call through MyOperator, with automatic logging of the call as an activity under the relevant lead.

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🔗Related articles

📌 Keywords:

Zoho CRM, MyOperator, call logging, integration, incoming calls, outgoing calls, Click-to-Call, lead management, activity log.

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