Connect Zoho to ElevenLabs Conversational AI Voice Agents

Real-Time Contact Recognition

• Instantly identify callers by phone number or email lookup in Zoho CRM
• Access complete customer history, including past deals, support tickets, and interactions
• Personalize conversations from the first moment with contextual greetings and references
• Handle both new prospects and existing customers with appropriate conversation flows

Automated Lead Creation & Management

• Automatically capture new leads from voice conversations with zero manual input
• Extract key information through natural dialogue and populate CRM fields intelligently
• Update existing contact records with new information gathered during calls
• Trigger automated follow-up sequences based on conversation outcomes

Dynamic Deal & History Access

• Retrieve customer's deal pipeline status and purchase history during conversations
• Reference specific quotes, orders, and account details to address queries contextually
• Access related records like support cases and past activities to inform agent responses
• Provide agents with complete 360-degree customer view in real-time

Intelligent Task & Follow-up Automation

• Automatically create tasks for human agents based on conversation outcomes
• Schedule follow-up calls, demos, or meetings directly from voice interactions
• Set reminders and action items with proper lead/contact associations
• Trigger workflow automations based on conversation intent and customer responses

Comprehensive Call Logging & Analytics

• Log every interaction as a structured activity in Zoho CRM with detailed metadata
• Capture conversation summaries, outcomes, and next steps automatically
• Generate actionable insights from voice interaction patterns and customer feedback
• Maintain complete audit trail of all customer touchpoints for compliance and analysis

Step 1: Zoho CRM API Setup

1. Navigate to Zoho API Console at api-console.zoho.com
2. Click Add Client and select Server-based Applications
3. Enter client details and redirect URL for OAuth
4. Note your Client ID and Client Secret
5. Generate authorization code and exchange for access token

Step 2: ElevenLabs OAuth Configuration

1. Access ElevenLabs console and open your Conversational AI agent
2. Navigate to Settings > Auth Connection Connections
3. Create new OAuth connection for Zoho CRM
4. Enter Client ID, Client Secret, and authorization URLs
5. Complete OAuth flow to obtain access and refresh tokens

Step 3: Create CRM Management Tools

Search Records Tool

• Name: search_zoho_records
• Method: GET
• URL: https://www.zohoapis.com/crm/v2/{module}/search
• Select Zoho OAuth connection from Authentication dropdown

Create Record Tool

• Name: create_zoho_record
• Method: POST
• URL: https://www.zohoapis.com/crm/v2/{module}
• Select Zoho OAuth connection from Authentication dropdown

Update Record Tool

• Name: update_zoho_record
• Method: PUT
• URL: https://www.zohoapis.com/crm/v2/{module}/{id}
• Select Zoho OAuth connection from Authentication dropdown

Get Record Tool

• Name: get_zoho_record
• Method: GET
• URL: https://www.zohoapis.com/crm/v2/{module}/{id}
• Select Zoho OAuth connection from Authentication dropdown

Step 4: Agent Prompt Configuration

Add these instructions to your agent's system prompt:

You have access to Zoho CRM for customer management:

• Use search_zoho_records to find existing contacts or deals
• Use create_zoho_record when adding new leads or opportunities
• Use update_zoho_record to modify existing records
• Use get_zoho_record to retrieve detailed information

When working with Zoho CRM:

1. Always search for existing records before creating duplicates
2. Collect all required fields before creating records
3. Update lead status based on conversation outcomes
4. Create tasks for follow-up actions

Define data collection flows:

• Qualification questions for new leads
• Required fields for different record types
• Escalation triggers for sales handoff
• Follow-up scheduling logic