Zoho CRM Integration

Overview

The Zoho CRM integration allows your MyChatBot agent to create and manage leads, deals, and contacts directly in your Zoho CRM account. This enables your AI assistant to perform CRM operations without human intervention, streamlining your sales process and customer management.

App Creation on Zoho

1. Log in to your Zoho CRM account as an administrator and go to Zoho Developer Console - https://api-console.zoho.eu/
2. Click Add Client
3. Select Server-based Applications
4. Fill in the required information:
   • Client Name: MyChatBot Integration
   • Homepage URL: https://app.mychatbot.app
   • Authorized Redirect URIs: https://app.mychatbot.app/integration
   • Description: AI assistant integration for Zoho CRM
5. Click Create to generate your client credentials
6. Copy ClienID and Client Secret
7. Check box to allow use the Multi-DC

Creating Integration on MyChatBot

1. Navigate to the Integrations tab in your MyChatBot dashboard - https://app.mychatbot.app/integration?integration=Zoho
2. Select the agent you want to connect to Zoho CRM
3. Scroll down to find Zoho CRM in the integrations list
4. Click the Connect button
5. You'll need to provide the following credentials:
   • Client ID: From your Zoho developer console
   • Client Secret: From your Zoho developer console
   • Access Token: Generated token for API access
   • Refresh Token: Token used to refresh access token when expired
6. Click Submit to save your integration

Entities & Data Fields Configuration

After connecting your Zoho account, you'll need to configure which entities and fields your agent can access:

1. In the "Entities & Data Fields Configuration" section, you can:
   • Toggle Use Leads to enable lead management
   • Toggle Use Deals to enable deal management
2. For each entity type, you can select:
   • Standard fields from Zoho CRM
   • Custom fields that exist in your CRM
3. Click Apply fields to save your configuration

Understanding Entity Types

Zoho integration supports multiple entity types:

• Leads: Potential customers who have shown interest
• Deals: Sales opportunities with associated contacts and products
• Contacts: Individual people associated with your leads and deals

Field Types

Each entity has two types of fields:

• Standard Fields: Default fields provided by Zoho
• Custom Fields: User-defined fields specific to your CRM setup

Special Fields

Several special fields require specific attention:

1. Lead_Status/Status

   • For leads: Represents the current stage in the lead pipeline (e.g., "New", "Contacted", "Qualified")
   • Must match exactly with statuses defined in your Zoho account

2. Lead_Source/Source

   • Identifies where the lead originated
   • Automatically set to "AI-" + name of your assistant
   • This helps track which leads came from your AI assistant

3. Description/Chat Link

   • Automatically populated with a link back to the conversation
   • This allows your team to review the AI conversation that generated the lead/deal

4. Closing_Date

   • Required for deals in Zoho
   • Must be provided in a valid date format when creating deals

Working with Custom Fields

Zoho allows you to create custom fields for specific business needs:

1. When your agent attempts to use a custom field that doesn't exist:

   • The system will attempt to create it automatically
   • There is a limit of 10 custom fields per module
   • A notification will appear if the field limit is exceeded

2. Custom field types supported:

   • Text fields (up to 150 characters)
   • Date fields
   • Number fields
   • Choice/dropdown fields

Available Tools

After connecting Zoho CRM, your agent will have access to four powerful tools:

1. create_crm_lead

This tool allows your agent to create new leads with the following parameters:

• full_name: Lead's full name (required)
• phone: Lead's phone number
• Status/Lead_Status: Current status in your sales pipeline
• Custom Fields: Any additional fields you've configured

All fields you select in the "Entities & Data Fields Configuration" section will be available as parameters for this function.

When a lead is created:

• The source is automatically set to identify your AI assistant
• A chat link is included for reference
• If a matching phone number is found, a contact is linked

2. edit_crm_lead

This tool enables your agent to update existing leads:

• full_name: Update the lead's name
• phone: Update the lead's phone number
• Status/Lead_Status: Update the lead's status/stage
• Custom Fields: Update any field values as needed

All fields you select in the "Entities & Data Fields Configuration" section will be available as parameters for this function.

3. create_crm_deal

This tool creates new deals with associated contacts:

• full_name: Contact's full name (required)
• phone: Contact's phone number (required)
• Closing_Date: Expected closing date (required)
• Amount: Deal value
• Custom Fields: Any additional fields you've configured

All fields you select in the "Entities & Data Fields Configuration" section will be available as parameters for this function.

When a deal is created:

• A contact is created or found based on phone number
• An account is created or found based on name
• The source is set to identify your AI assistant
• A chat link is included for reference
• If applicable, the existing lead is updated
• The order information is tracked by MyChatBot internal system

4. add_crm_client_contact

This tool enables your agent to add contact information:

• full_name: Contact's full name (required)
• phone: Contact's phone number (required)

All fields you select in the "Entities & Data Fields Configuration" section will be available as parameters for this function.

This tool is useful for capturing contact details even before creating a lead or deal. The client status is tracked by the internal MyChatBot system.

Configuration in Agent Instructions

Creating Leads

Include these examples in your agent's instructions to enable lead creation:

When a new customer contacts us, use create_crm_lead in Zoho with:
- Their full name
- Phone number
- Set status to "New"
- Add any additional information they provide to custom fields

Updating Lead Status

Include these examples to enable status updates:

When a customer shows increased interest:
1. Use edit_crm_lead to update their lead status to "Qualified"
2. Add notes about their specific interests

When a customer requests more information:
1. Use edit_crm_lead to update their lead status to "Contacted"
2. Add details about what information they requested

Creating Deals

When a customer is ready to make a purchase:
1. Use create_crm_deal with their contact information
2. Include their full name and phone number
3. Set the closing date to 7 days from today
4. Add the deal amount based on their product selection
5. Include any special requirements in custom fields

Managing Contacts

When gathering customer information:
1. Use add_crm_client_contact to record their details
2. Ensure you capture their full name and phone number
3. Inform them that their information has been recorded

Best Practices

1. Lead Status Progression: Design your agent to move leads through your sales pipeline logically:

   • New leads should start with "New" status
   • Progress to "Contacted" after initial conversation
   • Move to "Qualified" when specific criteria are met

2. Data Completeness: Encourage your agent to collect:

   • Complete contact information (name, phone, email)
   • Specific needs or requirements
   • Timeline for purchase decision

3. Deal Creation Timing: Create deals when:

   • Customer shows clear buying intent
   • Specific products/services have been selected
   • Pricing has been discussed

4. Custom Field Usage: Use custom fields for:

   • Industry-specific information
   • Customer preferences
   • Special requirements
   • Source of referral details

Troubleshooting

1. Authentication Issues:

   • Ensure your access and refresh tokens are current
   • If authentication fails, regenerate tokens in Zoho

2. Field Creation Limits:

   • If you hit the 10 field limit, prioritize which fields are most important
   • Consider using existing fields for multiple purposes with clear formatting

3. Data Mapping Problems:

   • Ensure field names match exactly between your agent instructions and Zoho CRM
   • Check for case sensitivity in field names

4. Date Format Issues:

   • Use standard date formats for Closing_Date (YYYY-MM-DD)
   • For future dates, use clear relative instructions in your agent setup