Connect and configure Zoho CRM with GoTo Connect

Integrate GoTo Connect with Zoho CRM to share messages, call logs, voicemail transcriptions, leads, and inbox history from GoTo Connect to Zoho CRM.

Important: A Super Admin must purchase the integrations bundle from your sales rep before setting up the integration using the steps below. Customer Engagement accounts have the integration bundle already included.

The following browsers are best for the sync. All major browsers are supported when third-party cookies are enabled, though some browsers disable third-party cookies by default.

Google Chrome
Apple Safari
Microsoft Edge
Mozilla Firefox when third-party cookies are enabled.

Connect Zoho CRM to GoTo Connect for the first time

Before you begin:

You must be assigned the Super Admin role to perform this task.
You must be assigned as an admin on your organization’s Zoho CRM account to perform this task.
When connecting to your Zoho CRM account, make sure you have all required authentication scopes selected:
- org.ALL
- modules.ALL
- settings.ALL
- users.ALL

Sign in to GoTo Admin.
Select Home from the left navigation menu, select Integrations and then select Enable integrations.
Select Zoho CRM.
Select your organization’s Zoho CRM Account time zone and your Data center.
Select Connect.
From the new Zoho CRM window, enter your Zoho CRM credentials, select Sign in, and then select Accept to allow GoTo Connect to access your Zoho CRM account.
Result: Your Zoho CRM account is now connected to GoTo Connect.

Enable workflows

Before you begin: You must be assigned the Admin role to perform this task.

Note: Message history won’t update to Zoho CRM real-time, they will be updated at the end of each day. Call logs and voicemail transcripts will update real-time.

Sign in to GoTo Admin.
Select Home from the left navigation menu and then select Integrations.
Select Zoho CRM.
From the Workflows tab, enable any of the following workflows.
- Messaging History: When enabled, notes are created for each contact containing all messages sent and received that day.
- Call Log: When enabled, phone call records will be created for incoming or outgoing calls and associated with a contact or lead. Call logs will be created regardless of whether there is a contact or lead match, though when there is a match the call will be assigned to the matching object. For inbound calls, the call owner will be set with a GoTo user of your PBX when the call is answered only. If the call is unanswered, it will fall back to the Zoho CRM admin who established the connection. The email of the GoTo user and Zoho CRM user must match.
  Note: If your account is subscribed to AI features and Call Log with AI is enabled, then topics, flags, sentiment analysis, and summaries will be added as well.
- Voicemail Transcription: When enabled, voicemails that a contact or lead leaves on your GoTo Connect number will be transcribed and added as a note to the contact or lead in Zoho CRM. Only voicemail boxes that have voicemail transcription enabled by an admin will receive voicemail transcriptions.
  Note: Voicemail transcriptions will not be saved to Zoho CRM if the voicemail was deleted before the transcription was created.
- Contact Sync: When enabled, contacts from Zoho CRM will be imported into GoTo Connect.
- Lead Sync: When enabled, leads from Zoho CRM will be saved as contacts in GoTo Connect.
- Inbox history: When enabled, notes are created for each contact containing all closed shared inbox conversations through SMS and WhatsApp.

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