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  3. Zoho Integration

Zoho Integration

  • Integrate Zoho Desk Contacts with CX Service

    You can integrate Zoho Contacts with CX Service in six steps:

    1. Integration Details
    2. Add and Configure Lookups
    3. Select Lookup Keys
    4. Configure UI & Setup Permissions
    5. Link CX Service Attributes to Lookup Response Keys
      • This step is applicable only when you select a sync type in Step 1
    6. Add and Configure Actions

    To get started, from the CX Service Admin Profile, click Settings → Integrations → All, and under API Based Integrations click New API Integration

    1. Integration Details

    • Integration Name - Provide a descriptive name for the integration like “Zoho Contacts”. Agents will see this name on the desktop.

    • Select Icon - Select a predefined icon that matches the platform you’re integrating or click “+” to import one that best represents your integration.   
    • Authentication Details:
      • Authentication Type - Zoho uses OAuth 2.0, so select OAuth 2.0 from the drop-down menu.
      • Connected App - Select “Zoho desk” from the dropdown

    • Contact and Ticket sync:
      Select “Import and synchronize contacts with this integration” to integrate with Zoho Contacts.

    2. Add and Configure Lookups

    • System-defined lookups - are used by CX Service to show relevant information from your Zoho CRM in different sections of the Agent Desktop.
    • User-defined lookups
    • Add new lookup
      • Click “Add New API” to add additional Helper Lookups. An API, request parameters, and a friendly name can be configured for each lookup.

    3. Select Lookup keys

    • Select Primary Object for Integration

      Select the response key, from the responses of User-defined Lookups, as the primary object for the integration. All response keys nested under the selected key will be available to be shown & modified by users on the Agent Desktop.

      The “Get-contact” lookup is selected as the primary object so that all the response keys from the “Get Contact” lookup will be available to be shown on the Agent Desktop.




    • Select Keys to Display on Agent Desktop

      The below keys are selected to be shown on the Agent Desktop and their data-type is set as “String” (as shown in the reference screenshot).

      • firstName
      • lastName
      • email
      • secondaryEmail
      • mobile
      • phone
      • street
      • state
      • city
      • country
      • ownerId
      • zip
      • type
      • id
      • createdTime


      Click “Save and Proceed” to save any changes and proceed to the next step.

    4. Configure UI and set up permissions

    • Configure the label, type, display format and permissions for each key that users interact with on the Agent Desktop. Keys selected in the previous step can configured in this step..

      The keys (fields) will be shown in the order defined in this step, and they can be reordered using the drag icon to the left of each key. 



      Configure the UI labels, UI field type, display format, and permissions as shown in the screenshot.

    • Permissions

      Configure the label, type, display format, and permissions for each key that users interact with on the Agent Desktop. Keys selected in the previous step can be configured in this step.

      The keys (fields) will be shown in the order defined in this step, and they can be reordered using the drag icon to the left of each key. 

       

       

      Configure the UI labels, UI field type, display format and permissions as shown in the screenshot.

      Click “Save and Proceed” to save any changes and proceed to the next step.

    5. Link CX Service Attributes to Lookup Response Keys

    Associate your lookup responses with CX Service attributes to show contextual information from your Zoho CRM in different sections of the Agent Desktop. The response keys from the “Get Contact” lookup are shown linked to CX Service's Contact attributes ( as shown in the screenshot).

    Modify the associations to the relevant response keys from your Zoho CRM instance. Click “Save and Proceed” to save any changes and proceed to the next step.

    6. Add and Configure Actions

    Actions allow users to modify data from the Agent Desktop. An API, request parameters, and a friendly name are required to configure an Action. There are two types of actions: Integration-level actions and Object-level actions

    • Integration-level actions
      These actions work across all the objects returned in an integration, like searching for a Contact from a list of Contacts.
      • Create Contact
        • Use Create Contact Zoho Desk API (renamed “Create Contact”).
        • Provide the body in the JSON format, as shown in the screenshot - parameter/key the API expects and the source from where the value should be derived. After filling the details, click on the “Test” button.
        • Then, in the Response Fields, select the primary object as “create-contact” and ID as “create-contact.id”



      • Search Contact
        • Use Create Contact Zoho Desk API (renamed “Search Contact”).
        • As shown in the screenshot, provide the parameters in Key-Value format. After that, press the "Test" button.
        • Then, in the Response Fields, select the primary object as “search-contact.data” and ID as “search-contact.data.id”



    • Object-level actions
      System-defined Lookups are used by CX Service to show relevant information from your Zoho CRM in different sections of the Agent Desktop.
      • Edit Contact
        • Use Update a Contact Zoho Desk API (renamed as “Edit Contact”)
        • Provide the body in the JSON format as shown in the screenshot - parameter/key the API expects and the source from where the value should be derived. Next, click on “Text”
        • Then, in the Response Fields, select the primary object as “edit-contact” and ID as “edit-contact.id”