Thunai Voice Agents – Zoho CRM Workflow Integration Guide

Key Feature

Conversation summaries are seamlessly sent to Zoho CRM:

• By creating new contacts if not found.
• Or by updating existing contacts with new conversation data.

Workflow Integration for Voice Agents

Step 1: Create a Voice Agent

• Go to the Voice Agents menu.
• Click Create Voice Agent.
• Fill in all mandatory fields as per your requirements.
• Click Save to create the voice agent.

Step 2: Configure Workflow for the Voice Agent

• Open the Voice Agent you created.
• Navigate to the Workflow section.
• From the Application dropdown, select Zoho CRM.
• Choose the Zoho CRM accounts where conversation summaries should be sent.
• Click Save to apply the settings.

Step 3: Verify Integration

Once configured, all conversations handled by the voice agent will be automatically sent to the mapped Zoho CRM account.

• Verify that the messages are being correctly logged in Zoho CRM under the respective contacts.

Step 4: Activate the Voice Agent Beacon

• Open the voice agent beacon.

  Once the beacon is active:

  • If the contact does not exist in Zoho CRM, a new contact will be created, and the conversation summary will be attached.
  • If the contact already exists, the system will update the existing contact with the new conversation summary.