⚡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 these links: https://connect.myoperator.com/zoho_users

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.

Calls and recordings start appearing in Zoho CRM within 60 seconds.

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. What is Zoho CRM?

It is the end-to-end customer engagement suite with all the sales, marketing, and support apps your customer-facing teams need to engage across every touchpoint. 

MyOperator PhoneBridge connector empowers users to provide a seamless customer experience and determine the best course of action through personalised contextual interactions via Zoho Sales CRM.

• The agents can initiate calls from Zoho CRM
• Popup notifications will be visible in Zoho CRM for incoming and outgoing calls.
• Live call notification for incoming will show only to users(Agents) who is involved in the call and have access to Zoho CRM.
• All calls will be added as leads and activities in CRM

2. 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
• 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

3. Steps to Integrate Zoho CRM

• Use this link - MyOperator Integration Page (MyOperator -> APIs & Webhooks -> All Integrations)

Alt text: Integrations page on MyOperator panel

• Select Zoho CRM option
• 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 Integrate, Login to Zoho CRM

Alt text: Enter the company ID

• Select accept ( comment “MyOperator would like to access the following information.”)
• Integration Successful
• Now  go to the MyOperator panel, MyOperator --> APIs & webhooks --> Calling Webhooks --> Add new (AfterCall Webhook)
• Method: POST
• URL: https://connect.myoperator.com/api/1.1/wf/zoho_aftercall/
• Content-Type: JSON

 4. Zoho PhoneBridge Integration

1. In Zoho CRM, open Setup ▸ Channels ▸ Telephony and click Marketplace.
2. Search “MyOperator PhoneBridge”, click Install, and authorise the requested scopes.
3. Log in to MyOperator Panel, go to Integration page or APIs and Webhook > All Integrations > Zoho Phonebridge

4. 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.

5. Click on the Integrate button.
6. It will redirect to the success page.
7. 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

5. 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 search leads in Zoho CRM with the customer's phone number.

• Lead doesn’t exist: MyOperator will add the lead and activity in the CRM
• Lead Exists: MyOperator will add the activity and tag the existing lead to the activity

How outgoing calls & Click-to-Call work

• In Zoho CRM, click the grey phone icon next to any Lead/Contact number.
• MyOperator dials the agent first, then bridges the customer.
• When the call ends, MyOperator pushes a “Call – Outgoing” activity to the same Lead/Contact.

Result -

• Call linked to the record that originated the Click-to-Call.

• If the agent dials from the MyOperator panel, the look-up follows the same logic as for incoming calls

6. Synchronising users

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

https://connect.myoperator.com/zoho_users

• 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.

7. When synchronisation does NOT work?

8. Activity fields pushed to Zoho CRM

9. Lead Fields

10. 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 CRM (click-to-call).
• Real-time pop-ups for inbound and outbound calls.
• A completed Call activity under the relevant Lead/Contact, including duration, recording URL (if enabled), and disposition.

Verification checklist:

1. From any phone, call your MyOperator number.
2. During ringing, open Zoho CRM ➜ Leads ➜ “Recently Created”.
3. Confirm that either:  
1. The existing Lead opens with a live call popup, OR  
2. A new Lead with the caller’s number appears.
4. End the call; refresh the Lead’s Activities sub-tab.
5. Confirm the call log shows Duration, Recording URL, and MyOperator_Call_ID.

11. When does the integration fail? 

12. Troubleshooting

Keywords: MyOperator, Zoho CRM, PhoneBridge, click-to-call, call logging, user sync, webhook, API token, resync