Free your teams from manual business processes with Connected Workflows

Free your teams from manual business processes with Connected Workflows

Hello Everyone,

We’re thrilled to introduce the next big evolution in Zoho CRM for Everyone -- Connected Workflows. This new feature builds on our commitment to deliver a CRM that’s truly inclusive, adaptable, and designed for consistent collaboration across your entire organization and not just your sales team.

With the launch of Connected Records, we enabled teams to share contextual information and stay aligned through record connections across modules. Now, with Connected Workflows, we’re taking it one step further by enabling Zoho CRM to coordinate work across teams and enable them to deliver their best for customers.

What are Connected Workflows? 

While Connected Records make it easy to share customer context across your customer journey, however, many of the processes involved in your customer's journey need to be consistently carried out. That’s where Connected Workflows come in.

Connected workflows help free your teams from manual coordination by enhancing coordination across multiple teams and improving customer relationship management. They allow you to automate your entire customer journey that spans across multiple customer-facing teams.

With Connected Workflows, you can build smooth coordination between departments like Sales, Marketing, Legal, Onboarding, and Training  so that each step in the customer journey is coordinated without manual follow-ups or miscommunication.


How to create Connected workflows? 

"Users should have the Connected Workflows permission enabled in their profile settings."

Every connected workflow begins with a primary module, either an organization module or a team module, depending on your customer journey.

Triggers : Initiate by setting up triggers by configuring either a single trigger or multiple triggers for a module. The triggers are :
  • when a record is created in the module
  • When a record is edited record in the module,
  • When a record is created or edited in the module, or
  • When a field in the record is edited in the module.

Multi-module criteria for Triggers : You can configure multiple criteria for triggers to execute actions in any other related modules; Enable other module criteria option for this. This ensures actions run when related modules are updated with values matching the trigger.
 
Actions : Assign one or more actions for each trigger . The actions are :
  • Creating a new connected record in the associated module
  • Updating an existing connected record in the associate module, or
  • Notifying users via email. 

Use Case: Automating the customer journey from a sales enquiry  to customer success

A typical customer journey goes through four stages, and we know that even though the sales team is the initial point of contact, multiple teams are involved and will support the sales team to win the customer.                                                        

Involved Teams
Initial Evaluation
Sales Team is the point of contact
Marketing team supports with customer-facing content in the Case Study Module
Demo Request
Sales Team schedules a product demo
Pre-sales team provides product demos in the Product demo module
Customer Onboarding
Sales Team updates the sale cycle stage to 'Closed Won'
Onboarding team helps the customer get started post-sale in the Onboarding Assistance module
Product Training
Sales Team arranges for training sessions
Training team helps the customer to be fully equipped to use the product in the Training module
 
Here's how Connected Workflows can automate the sales process and achieve coordination between the multiple teams involved.  

We’ll create a connected workflow with Deals as the primary module and configure three triggers:

Trigger 1: When a new record is created → Create a connected Case Study record for Marketing (Action)

Trigger 2: When Lead Status is "Qualified" → Create a Product Demo record and notify the Pre-sales Team(Action)

Trigger 3: When Deal Stage is "Closed Won" → Create an Onboarding record for handoff prep(Action)

This sets up three connected modules: Case Study, Demo Request, and Onboarding, as shown in the image below.

 Now we will configure the associated modules.
  • Case Study
    Trigger : When status is "Completed" → Notify Sales Team about availability(Action)

  • Demo Request 
    Trigger : When status is "Completed" → Notify Sales Team that demo was given(Action)

  • Feedbacks (manually created from Demo Request)
    Trigger : When new record is created  → Email lead with feedback form(Action)

  • Onboarding 
    Trigger :     When status is "Completed" → Notify Training Team to start sessions and Sales Team of onboarding completion; also create a Training record(Action)

  • Training (automatically created from Onboarding)
    Trigger :     When new record is created → Update Account type to "Customer" and notify Sales Team of training completion(Action) 


Now let's look at how all these modules have been connected to carry out a customer journey in the GIF below.



In this entire customer journey, there is no loss of customer context, no repeated back-and-forth between teams, and no delays due to miscommunication. Each team receives a connected record with all the relevant data they need to execute their part of the process.
Here is another video with a detailed explanation on how connected workflows works :

How Are Connected Workflows Different from Traditional Workflows?     

  • Connected Workflows go beyond one module; they’re designed to coordinate across team boundaries and hence use multiple modules to build a workflow.
  • Connected workflows trigger follow-up tasks/actions in both org and team modules.
  • Connected Workflows generate connected records as part of the process, so new requests are automatically created in modules, and those teams will have full context from day one. Users can save the time they take to create requests from the Request tab with this feature.

Why use connected workflows for your business? 

  • No more manual follow-ups because of automating cross-team coordination and reducing dependency on reminders or emails.
  • Achieving consistent execution across your customer's journey.
  • Providing end-to-end visibility where teams see the full customer journey, not just their part in the entire journey.
  • Above all, providing contextual coordination among multiple teams by minimizing delays between hand-offs.
 

We believe Connected Workflows will be a game-changer in how you deliver exceptional customer experience. We’re excited for you to start building your first Connected Workflow. Let us know in the comments if you have any queries.

Availability :
  • This enhancement is available only in Zoho CRM's new UI.
  • The number of connected workflows that can be created edition-wise are :
    • Standard Edition.      : 2
    • Professional Edition : 2
    • Enterprise Edition    : 10
    • Ultimate Edition.      : 10
    • Click here to learn about others limitations for this feature.

Early Access for Connected Workflows

We are in the process of opening out connected workflows for our customers, however, if you’d like early access to explore and use this feature, we’ve got you covered!

Fill out this form to get early access.

We’d love for you to try it out and share your feedback.


Regards,
Serena Woolridge
Zoho CRM Marketing Team


    • Recent Topics

    • Client Script also planned for Zoho Desk?

      Hello there, I modified something in Zoho CRM the other day and was amazed at the possibilities offered by the "Client Script" feature in conjunction with the ZDK. You can lock any fields on the screen, edit them, you can react to various events (field

    • One person/cell phone to manage multiple accounts

      Hi. I have a personal Free account to keep my own domain/emails. Now I need to create a Business account to my company's own domain, but I have only one mobile phone number I use to everything. How do I do to manage this? Can I manage a Free domain and

    • Tracking KPIs, Goals etc in People

      How are Zoho People users tracking employee targets in People? For example, my marketing assistant has a target of "Collect 10 new customer testimonials every month". I want to record attainment for this target on a monthly basis, then add it to their

    • Zoho Desk: Ticket Owner Agents vs Teams

      Hi Zoho, We would like to explore the possibility of hiding the ‘Agents’ section within the Ticket Owner dropdown, so that we can fully utilise the ‘Teams’ dropdown when assigning tickets. This request comes from the fact that only certain agents and

    • CRM limit reached: only 2 subforms can be created

      we recently stumbled upon a limit of 2 subforms per module. while we found a workaround on this occasion, only 2 subforms can be quite limiting in an enterprise setting. @Ishwarya SG I've read about imminent increase of other components (e.

    • Can not Use Attachment Button on Android Widget

      this always pops up when I touch the attach button on android widget. going to settings, there is no storage permission to be enabled. if I open the app, and access the attach feature there, I can access my storage and upload normally.

    • Zoho Notebook Sync problem

      I'm facing a problem with syncing of notebook on android app. It's not syncing. Sometimes it syncs after a day or two.  I created some notes on web notebook but it's not syncing on mobile app. Please help!!!!

    • Kaizen #190 - Queries in Custom Related Lists

      Hello everyone! Welcome back to another week of Kaizen! This week, we will discuss yet another interesting enhancement to Queries. As you all know, Queries allow you to dynamically retrieve data from CRM as well as third-party services directly within

    • Custom Fonts in Zoho CRM Template Builder

      Hi, I am currently creating a new template for our quotes using the Zoho CRM template builder. However, I noticed that there is no option to add custom fonts to the template builder. It would greatly enhance the flexibility and branding capabilities if

    • Announcing new features in Trident for Mac (1.24.0)

      Hello everyone! Trident for macOS (v.1.24.0) is here with interesting features and thoughtful enhancements to redefine the way you plan and manage your calendar events. Here's a quick look at what's new. Create calendar events from emails. In addition

    • Need Easy Way to Update Item Prices in Bulk

      Hello Everyone, In Zoho Books, updating selling prices is taking too much time. Right now we have to either edit items one by one or do Excel export/import. It will be very useful if Zoho gives a simple option to: Select multiple items and update prices

    • Vendor Master Enhancements for Faster Purchase Entry

      I’d like to suggest a few features that will improve accuracy and speed during purchase voucher entry: Automated Item Tax Preference in Vendor Master Add an option to define item tax preference in the vendor master. Once set, this preference should automatically

    • Mass Mail Statistics - Number of unsent emails

      How do I find out which emails were not sent?

    • Advance PDF creation from CRM data

      I'm trying to create a PDF export of data in the CRM. My problem is I want a pretty complicated format for the data. I'm trying to export multiple modules worth of data, with nested one-to-many relationships between the modules. Along with that, I want

    • Button to add product to cart

      Is there a way to have a button on a page, that when clicked, will add Qty 1 of a product to the cart?

    • Est-il possible d'annuler l'envoi d'un mail automatique ?

      Bonjour, Lorsque je refuse un candidat, il reçois un mail dans les 24h pour l'informer que sa candidature n'est pas retenue. J'ai rejeté un candidat par erreur. Savez-vous s'il possible d'annuler l'envoi de ce mail ? Merci d'avance pour votre aide.

    • Is it possible to hide fields in a Subform?

      Since layout rules cannot be used with Subforms, is there another way, or is it even possible, to hide fields in a subform based on a picklist fields within said subform? For example, if the Service Provided is Internet, then I do not want to see the

    • Can't change form's original name in URL

      Hi all, I have been duplicating + editing forms for jobs regarding the same department to maintain formatting + styling. The issue I've not run into is because I've duplicated it from an existing form, the URL doesn't seem to want to update with the new

    • New in Cadences: Option to Resume or Restart follow-ups when re-enrolling records into a Cadence, and specify custom un-enrollment criteria

      Managing follow-ups effectively involves understanding the appropriate timing for reaching out, as well as knowing when to take a break and resume later, or deciding if it's necessary to start the follow-up process anew. With two significant enhancements

    • embed a form in an email

      Hello, how to embed a form in an email that populates Zoho CRM cases? I would like to send emails to a selected audience offering something. In the same email the recipients - if interested - instead of replying to can fill in a Zoho CRM form that creates

    • Systematic SPF alignment issues with Zoho subdomains

      Analysis Period: August 19 - September 1, 2025 PROBLEM SUMMARY Multiple Zoho services are causing systematic SPF authentication failures in DMARC reports from major email providers (Google, Microsoft, Zoho). While emails are successfully delivered due

    • Zoho Bookings - Reserve with Google

      Does Zoho Bookings plan to to integrate with Reserve with Google?

    • How to add Zoho demo site page designs to my Zoho Sites website

      Hi, I would like to add the design from the following demo URLs into my current Zoho website. I have already created two new pages on my site, named “Menu2” and “Menu3.” For the “Menu2” page, I want to use the design from this demo: https://naturestjuice-demo.zohosites.com/menu

    • Digest Août - Un résumé de ce qui s'est passé le mois dernier sur Community

      Bonjour chère communauté ! Voici le résumé tant attendu de tout ce qui a marqué Zoho le mois dernier : contenus utiles, échanges inspirants et moments forts. 🎉 Découvrez Zoho Backstage 3.0 : une version repensée pour offrir encore plus de flexibilité,

    • Zoho Books - Include Payment Terms as a Custom View filter

      It would be great if you could created a custom view based on Payment Terms. This would be really handy for seeing a list of customers who have credit terms. A workaround is not required. I could do something with a creditor checkbox, but it would be

    • Global Sets for Multi-Select pick lists

      When is this feature coming to Zoho CRM? It would be very useful now we have got used to having it for the normal pick lists.

    • Text snippet

      There is a nice feature in Zoho Desk called Text Snippet. It allows you to insert a bit of text anywhere in a reply that you are typing. That would be nice to have that option in Zoho CRM as well when we compose an email. Moderation Update: We agree that

    • Kaizen #206 - Answering your Questions | Displaying Related Purchase Orders from Zoho Books in CRM Deals using Queries

      Hello everyone! We're back with another post in the Kaizen series. We're grateful for the feedback we received from all of you! One of the questions we received was "I would like to see the list of Purchase Orders in Zoho Books for a Deal in CRM." We

    • Add Analytics function for Title case (capitalising each word in a string)

      At present, you can only capitalise each word in a string in Analytics during data import. It would be really useful to be able to do this with a formula column, but there is no Title Case function.

    • How to conditionally embed an own internal widget with parameters in an html snippet?

      Hello everyone, I'm trying to create a dynamic view in a page using an HTML snippet. The goal is to display different content based on a URL parameter (input.step). I have successfully managed to conditionally display different forms using the following

    • Is it possible to register webhooks in Zoho CRM using API?

      Hello, I am trying to register a webhook in Zoho CRM programmatically (using the API). Specifically, I want to register a webhook that is fired when new Contacts are created in the CRM. I was able to setup a webhook using the UI, by creating a rule that

    • Introducing AI-powered Assessments & Zoho's native LLM, Zia

      We’ve shipped a cleaner, faster way to create assessments in Zoho Recruit. 🚀 Instead of manually building question banks or copying old templates, you can now generate ready-to-use assessments in just a few clicks, all tailored to the role you’re hiring

    • Sync more than one Workdrive

      Hello Please I'm facing some difficulties since some days. In my company we have many zoho accounts in different organisations. And I have to find a way to sync all these Workdrives. I spend many hours to search it on zoho Workdrive but no solution. Could someone help me ? Any idea how I can achieve it ? Thanks in advance. Regards

    • Zoho writer unable to merge documents to PDF with basic fonts in Hebrew or fonts from my computer

      I created several forms that will be merged into PDF files through Zoho Writer and I am unable to receive the PDF in the basic fonts of the Hebrew language or in the fonts I have on my computer. The writer exports to PDF an exchange font that looks very

    • Unable to enable tax checkboxes

      Hi Zoho Commerce Support, I'm writing to report an issue I'm having with the tax settings in my Zoho Commerce store. I've created several tax rates under Settings > Taxes, but all of them appear with the checkbox disabled. When I try to enable a checkbox,

    • Search Records returning different values than actually present

      Hey! I have this following line in my deluge script: accountSearch = zoho.crm.searchRecords("Accounts","(RS_Enroll_ID:equals:" + rsid + ")",1,200,{"cvid":864868001088693817}); info "Account search size: " + accountSearch.size(); listOfAccounts = zoho.crm.searchRecords("Accounts","(RS_Enroll_ID:equals:"

    • Making digital signatures accessible to all: Introducing accessibility controls in Zoho Sign

      Hi there! At Zoho Sign, we are committed to building an inclusive digital experience for all our users. As part of our ongoing efforts to align with Web Content Accessibility Guidelines (WCAG), we’re updating the application with support that will go

    • Super Admin Access to All Courses and Spaces in Zoho Learn

      Dear Zoho Learn Team, We hope this message finds you well. We are using Zoho Learn extensively for internal and agent training. While managing our courses and spaces, we encountered a significant limitation regarding admin access and course management.

    • Print checks for owner's draw

      Hi.  Can I use Zoho check printing for draws to Owner's Equity?  This may be a specific case of the missing Pay expenses via Check feature.  If it's not available, are there plans to add this feature?

    • [New Release 2024] Create and embed custom capabilities across CRM with Kiosk Studio, our latest no-code tool

      [Update | New series] We've started publishing a series of posts on Kiosk Studio. It's called Kiosk Studio Sessions and you can check out the first one here! [Update | 15 Oct} Session #2 is live! This one will look at how to create a kiosk for your call

    • Next Page