Say Hello to Telephony in Zoho FSM

Zoho FSM now brings complete telephony support so your team can manage inbound and outbound calls without switching tabs. Faster responses, smarter routing, and total call visibility—all in one place.

Choose the telephony setup that works for you  

1. Zoho’s Built-In Telephony (Inbuilt Phone System): Our in-house phone system powered by Twilio. If you’re already using Twilio, we’ll assist you with porting your existing numbers into Zoho.
   
2. Zoho Voice Integration: Integrate with another of our in-house phone system.
   
3. Telephony Marketplace: Connect with your preferred telephony provider in a click.
   

 

Every Number Becomes a Shortcut to a Call

Call customers instantly from Contacts, Companies, Requests, Estimates, Work Orders, and Service Appointments. Just click the call [  ] icon next to any phone number or dial manually using the built-in Dial Pad at the bottom bar. Learn more.

 

Never Miss Incoming Calls

Incoming calls appear as a live pop-up on your screen. All call history—both inbound and outbound—is stored in the new Calls module. Record calls, save voicemail links, and track every interaction with ease.

 

Handle Calls Smarter With Automated Call Flows

‌Zoho FSM’s Built-In Telephony supports dynamic call flows that help automate how incoming calls are handled. Use any of these available states:

1. Transfer to a User
   
2. Transfer to a Telephony Group
   
3. Transfer to an IVR
   
4. Announce to Caller
   
5. Leave Voicemail
   

 

Analyze, Automate & Customize

1. New Call Reports: User Call Performance Metrics and Call Activity Log
   
2. Channels Related List: Call history will be available in Contacts, Companies and all major service modules.
   
3. Automation + Module Builder Support: Customize call fields, triggers, and workflows—just like any other Zoho FSM module.
   

 

Please refer to the help documentation for in-depth details. If you have any questions or feedback, feel free to leave a comment below or write to us at support@zohofsm.com.

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