Working in the inbox

Connect Zoho CRM

Match or create Zoho leads and contacts from the inbox, and log resolved conversations as notes.

Zoho CRM is built into the inbox. Connect it once and new customers are matched or created in Zoho CRM, and resolved conversations leave a note with the full transcript on the record.

What you need

  • A Zoho CRM account, in any region: Europe, US, India, Australia, Japan, Canada, Saudi Arabia, UAE or China. You are sent to the right one when you sign in.
  • A Zoho user that can create leads, contacts and notes.
  • An administrator account in the STS Connect Inbox: only administrators can connect, change settings or disconnect.

Connect

  1. In the inbox open Settings → Integrations → Zoho CRM.
  2. Press Connect Zoho CRM. A new tab opens on Zoho: sign in there and approve.

We never see your Zoho password. If Zoho CRM does not appear under Integrations, contact support from the Help page: the integration is enabled per account.

What syncs

Syncing is one way, from the inbox to Zoho, and nothing in Zoho is ever deleted.

  • A new customer is matched to an existing Zoho contact or lead by phone, then by email. If none exists, one is created as a Lead (the default, recommended) or a Contact: change this under Sync settings and press Save changes.
  • The option Create records for customers with only a phone number is on by default. Turn it off to wait until an email is known.
  • Name, phone and email changes in the inbox update the Zoho record. Changes made in Zoho stay in Zoho.
  • Once the customer is linked, the contact panel in each conversation shows Open in Zoho.

Notes on resolved conversations

When a conversation is resolved, one note is added to the Zoho record with the channel, the agent and the full transcript. The option Add a note when a conversation is resolved is on by default. Reopening the conversation and resolving it again updates the same note. Private notes are never sent.

The sync log

  • Open Settings → Integrations → Zoho CRM → View sync log.
  • Filter by All, Failed, Waiting or Succeeded, and press Retry on failed rows.
  • Waiting means Zoho's rate limit was reached; the delivery is retried automatically.
  • The log is kept for 30 days. Message text is never stored in the log.

Reconnect and disconnect

  • If Zoho stops accepting the connection (access removed in Zoho, or the connecting user lost permission), a banner asks you to Reconnect. Syncing pauses and resumes after reconnecting; nothing is lost.
  • Disconnect Zoho stops syncing. Records already in Zoho stay.

Still stuck?

Signed in? Press Help in the STS Connect side menu to chat with our team, Monday to Friday 9:00 to 18:00 Dubai time. Or email hello@stsconnect.chat with your company name and what you were trying to do. We answer on business days.