Thunai Chat 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 Chat Agents

Step 1: Create a Chat Agent

1. Go to the Chat Agents menu.
2. Click Create Chat Agent.
3. Fill in all mandatory fields as per your requirements.
4. Click Save to create the chat agent.

Step 2: Configure Workflow for the Chat Agent

1. Open the Chat Agent you created.
2. Navigate to the Workflow section.
3. From the Application dropdown, select Zoho CRM.
4. Choose the Zoho CRM accounts where conversation summaries should be sent.
5. Click Save to apply the settings.

Step 3: Verify Integration

Once configured, all conversations handled by the chat 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 Chat Agent Beacon

1. Open the Chat 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.