Extension pointers for integrating Zoho CRM with Zoho products #7: Initiate remote sessions and assist customers with their concerns from within Zoho CRM
With an increase in customers, there's also an increase in the demand for customer support. While customer support can be provided via a variety of channels, such as live chat, email, or phone, there may be times when a visual demonstration is required in order for a support representative to check on the issue and resolve it.
In this post, let's see how to help Zoho CRM customers through an integration with Zoho Assist. In general, a support technician handles the customer's concern in the Cases module of Zoho CRM. Consider the following scenario: whenever a support representative wants to have a remote session with a customer to troubleshoot an issue on their end, they can do so with the click of a button from within Zoho CRM.
In order to resolve the problem, the technician will have met with the customer multiple times. Having all of the created sessions logged in a separate custom module, and the case-specific sessions as a related list in the specific case record, would make it easier to keep track of the assistance provided. Let's see how we can achieve this.
Creating a connector for Zoho Assist and adding connector APIs
- Create a new connector in your extension for Zoho Assist using the Connectors feature under Utilities in the left panel of the Zoho Developer console.
Note: Zoho Assist follows OAuth 2.0 protocols for authentication. You can see how to register Zoho products and retrieve your client credentials here.
The connector details for our example are as follows:
Request Token URL | |
Access Token URL | |
Refresh Token URL | |
Scopes | ZohoAssist.sessionapi.CREATE |
- Add the necessary connector APIs for your functionality. Please refer to the Zoho Assist API guide for details.
The Zoho Assist REST APIs we added for our example are as follows:
Connector API Name | Method type | URL |
Create Session | POST |
Note: You can refer to this post to see the detailed steps involved in creating a connector, adding the connector APIs, and associating them with the extension.
Creating a button in the Cases module and associating it with a widget to initiate a remote session
- Create a button called "Initiate a remote session" using the Links & Buttons feature available in the Components section of the Zoho Developer console, then associate a widget to perform the desired action.
- For our use case, since we're going to log all the newly created sessions in a custom module, let's create a custom module, Session Details, with new custom fields like Session ID, Case Name and Case status during session initiation. Here the field Case Name is a lookup type, so that a relationship can be established between the Cases and the Session Details module in the form of a related list.
Initiate a remote session.js - code snippet
Util={}; var EntityId; var EntityName; var temp; var emailid; var message; //Subscribe to the EmbeddedApp onPageLoad event before initializing the widget ZOHO.embeddedApp.on("PageLoad",function(data) { EntityId=data.EntityId[0]; console.log(EntityId); entityname=data.Entity; //Fetching the current record details and retrieving the necessary field information ZOHO.CRM.API.getRecord({Entity:entityname,RecordID:EntityId}) .then(function(data){ dataa=data.data[0]; email=dataa.Email; customeremail=encodeURIComponent(email); casestatus=dataa.Status; var x = { "customeremailid":customeremail, } /*Invoking the connector API to create a remote session with the customer in Zoho Assist by passing the constructed data set*/ ZOHO.CRM.CONNECTOR.invokeAPI("xxx.zohoassist.createsession",x) .then(function(dataa){ response=dataa.response; parseresponse=JSON.parse(response); representation=parseresponse.representation; //Fetching the necessary details from the created session response sessionid=representation.session_id; customerurl = representation.customer_url; technicianurl = representation.technician_url; document.getElementById("customeremail").value=email; document.getElementById("myAnchor").href = technicianurl; //Constructing and passing the fetched data to be inserted in the new custom module called Session Details var recordData = { "Name": "Remote Session - " + sessionid, "testsupport__Session_ID": sessionid, "testsupport__Case_Number":EntityId, "testsupport__Case_status_during_the_session_initiation":casestatus, } //Invoking the insert record API to insert a new record of the created session details ZOHO.CRM.API.insertRecord({Entity:"xxx__Session_Details",APIData:recordData,Trigger:[]}).then(function(data){ console.log(data); }); ZOHO.embeddedApp.init(); }) }) }) |
- The above code snippet fetches the record details for the current case, from which the customer email ID and case status are retrieved.
- The retrieved customer email ID is passed as a parameter to the Create session API, which creates and initiates a remote session with the customer.
- The relevant details such as session ID and technician URL are retrieved from the session API response.
- The retrieved details along with certain case-specific details are constructed and passed to the insert record API to be inserted as a new record in the custom module Session Details.
- Now that the functionality is defined, the extension is published and installed in the Zoho CRM account using the private installation URL.
Sample output
- After installing the extension, authorize the Zoho Assist connector.
- Go to the Cases module and choose a case. Click on the Initiate a remote session button available on the record's view page.
- The widget is displayed with the customer email ID that the technician is going to initiate a remote session with.
- Click on the hyperlink text "here". It will proceed to the remote session in Zoho Assist.
- Now you can see that a new record has been inserted into the Session Details module.
- Similarly, the record also reflects as a related list in the specific case record's view page as well.
Using this method, you can integrate Zoho CRM and Zoho Assist via an extension and perform functionalities as per your business requirements. We hope you find this information useful. Keep following this space for more advice!
SEE ALSO
Access your files securely from anywhere
Centralize Knowledge. Transform Learning.
All-in-one knowledge management and training platform for your employees and customers.
New to Zoho Recruit?
Zoho Developer Community
New to Zoho LandingPage?
Zoho LandingPage Resources
New to Zoho Survey?
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Bigin?
Topic Participants
Nanditha Somasundaram Somasundaram
Sticky Posts
Kaizen #198: Using Client Script for Custom Validation in Blueprint
Nearing 200th Kaizen Post – 1 More to the Big Two-Oh-Oh! Do you have any questions, suggestions, or topics you would like us to cover in future posts? Your insights and suggestions help us shape future content and make this series better for everyone.Kaizen #226: Using ZRC in Client Script
Hello everyone! Welcome to another week of Kaizen. In today's post, lets see what is ZRC (Zoho Request Client) and how we can use ZRC methods in Client Script to get inputs from a Salesperson and update the Lead status with a single button click. In thisKaizen #222 - Client Script Support for Notes Related List
Hello everyone! Welcome to another week of Kaizen. The final Kaizen post of the year 2025 is here! With the new Client Script support for the Notes Related List, you can validate, enrich, and manage notes across modules. In this post, we’ll explore howKaizen #217 - Actions APIs : Tasks
Welcome to another week of Kaizen! In last week's post we discussed Email Notifications APIs which act as the link between your Workflow automations and you. We have discussed how Zylker Cloud Services uses Email Notifications API in their custom dashboard.Kaizen #216 - Actions APIs : Email Notifications
Welcome to another week of Kaizen! For the last three weeks, we have been discussing Zylker's workflows. We successfully updated a dormant workflow, built a new one from the ground up and more. But our work is not finished—these automated processes are
New to Zoho TeamInbox?
Zoho TeamInbox Resources
Zoho CRM Plus Resources
Zoho Books Resources
Zoho Subscriptions Resources
Zoho Projects Resources
Zoho Sprints Resources
Qntrl Resources
Zoho Creator Resources
Zoho CRM Resources
Design. Discuss. Deliver.
Zoho Show Resources
Get Started. Write Away!
Writer is a powerful online word processor, designed for collaborative work.
Zoho CRM コンテンツ
-
オンラインヘルプ
-
Webセミナー
-
機能活用動画
-
よくある質問
-
Ebook
-
-
Zoho Campaigns
- Zoho サービスのWebセミナー
その他のサービス コンテンツ
Nederlandse Hulpbronnen
ご検討中の方
Recent Topics
Timesheet invalid data error
Getting the "Invalid Date" error when trying to add a time sheet to an appointment in a work order. I initially though the work order was corrupt or something so I deleted the work order and recreated it. I added the first time sheet to the AP and savedZoho CRM for Everyone's NextGen UI Gets an Upgrade
Hello Everyone We've made improvements to Zoho CRM for Everyone's Nextgen UI. These changes are the result of valuable feedback from you where we’ve focused on improving usability, providing wider screen space, and making navigation smoother so everythingAdd Custom Reports To Dashboard or Home Tab
Hi there, I think it would be great to be able to add our custom reports to the Home Tab or Dashboards. Thanks! Chad Announcement: The feature is being rolled out across DC's and Edition in phases. To know more refer to the announcement post here.Hiding Pre-defined Views
You can enhance Zoho with custom views - but you cannot hide the pre-defined views. Most users focus on 4 or 5 views. Right now for EVERY user EVERY time they want to move to one of their 4 or 5 views - they have to scroll down past a long list of pre-definedwhy can't agent see accounts & contacts
My new user, with 'Agent' privileges, cannot see records that don't belong to them. How can I give them access? Why isn't this the default configuration in Zoho?Sender Email Configuration Error.
Hello Team, Hope you are all doing well. We are in the process of creating the Zoho FSM environment in the UAE. When we try to add the sender email address “techsupportuae@stryker.com”, we receive the error message: “Error occurred while sending mail【Zoho CRM】フィルター機能のアップデート：ルックアップ項目を使ったデータフィルタリング
ユーザーの皆さま、こんにちは。コミュニティチームの藤澤です。 今回は「Zoho CRM アップデート情報」の中からフィルター機能のアップデートをご紹介します。 ルックアップ項目を使ったデータフィルタリングがより詳細に行えるようになりました。 この機能は詳細フィルターとカスタムビューで利用でき、必要な情報を正確に取得できます。 これにより、タブ間を移動することなく、より深く正確な方法でデータを絞り込むことが可能になります。 ◉できること 詳細フィルターとカスタムビューで、ルックアップ先タブの項目が選択可能This will be long, Please bear with me - Next Gen Layout - Search
In general, I think that Zoho are going in the right direction with the Next Gen UI. The latest update brings some nice improvements and all-in-all from a user's perspective I think the improvements are generally very good. However, there are some areasZoho Books | Product updates | July 2025
Hello users, We’ve rolled out new features and enhancements in Zoho Books. From plan-based trials to the option to mark PDF templates as inactive, explore the updates designed to enhance your bookkeeping experience. Introducing Plan Based Trials in ZohoZoho Books | Product updates | August 2025
Hello users, We’ve rolled out new features and enhancements in Zoho Books. From the right sidebar where you can manage all your widgets, to integrating Zoho Payments feeds in Zoho Books, explore the updates designed to enhance your bookkeeping experience.Quotes Approval
Hey all, Could you please help in the following: When creating quotes, how to configure it in a way, that its approval would work according to the quoted items description, not according to quote information. In my case, the quote should be sent to approvalChange Last Name to not required in Leads
I would like to upload 500 target companies as leads but I don't yet have contact people for them. Can you enable the option for me to turn this requirement off to need a Second Name? Moderation update (10-Jun-23): As we explore potential solutions forImportant Update: Facebook Pages API Deprecation
Dear Zoho Analytics users, As of January 26, 2026, Facebook has officially deprecated Facebook Pages API version 18. This update involves the removal of several metrics that were previously supported by the API. As a result, these changes will affectAdding a Deal to and Existing Contact
I want to easily add a Deal to an existing Contact. If I click on New Deal on the Contact page this currently this is what happens: All of the mandatory field (and other field) information exists within the Contact. Is there a simple way for it to automaticallyEmail was sent out without our permission
Hi there, One customer just reached out to us about this email that we were not aware was being sent to our customers. Can you please check on your end?Flexible Partial-Use Coupons (Stored Value Credits)
Subject: Feature Request: Ability for users to apply partial coupon balances per transaction Problem Statement Currently, our coupons are "one-and-done." If a user has a $50 coupon but only spends $30, they either lose the remaining $20 or are forcedPrevent accidental duplicate entry of Customer Ordersome
Zoho Support has confirmed that Zoho currently does not have any method (using Deluge, flow or any other method) to alert a user when a sales order has been entered twice using the same customer reference number (i.e. a duplicate). Most ERP platformsCustomizing Helpcenter texts
I’m customizing the Zoho Desk Help Center and I’d like to change the wording of the standard widgets – for example, the text in the “Submit Ticket” banner that appears in the footer, or other built-in widget labels and messages. So far, I haven’t foundMigrating Brevo Automation Logic to Zoho Campaigns
Hello Zoho Campaigns Support Team, I am in the process of migrating my email marketing from Brevo to Zoho Campaigns. I have around 10,000 contacts, which I have already successfully exported from Brevo and imported into Zoho Campaigns. I now need guidanceIs there a way to delete workspaces?
I want to remove one of the workspaces in my Campaigns account. I don't see any obvious way to do this. Am I missing something?Boost your Zoho Desk's performance by archiving tickets!
The longer your help desk operations are, the more likely it is to accumulate tickets that are no longer relevant. For example, ticket records from a year ago are typically less relevant than currently open tickets. Such old tickets may eventually leadCollapsing and expanding of lists and paragraphs
hello Would you ever implement Collapsing and expanding of lists and paragraphs in zoho writer ? Best regardsNew Custom View -Sorting the Custom fields
While creating a New Custom View in invoice , Customers, Bills ,expense etc , the sorting of custom fields are not available , a query function "order by / sort by " may also be included in Define new criteria module which will be more beneficial toMake CAMPAIGNS email look as simple as possible
Hi there I'm trying to make my Campaigns email look as much like a normal email as possible. I'm a bit stuck with the "justification" of the email email block. Can I LEFT JUSTIFY the "whole email" to make it look "normal"? (Please see screenshot attached)[Webinar] Top 10 Most Used Zoho Analytics Features in 2025
Zoho Analytics has evolved significantly over the past year. Discover the most widely adopted features in Zoho Analytics in 2025, based on real customer usage patterns, best practices, and high-impact use cases. Learn how leading teams are turning dataSorry! we encountered some problems while sending your campaign. It will be sent automatically once we are ready. We apologize for the delay caused.
Hello. Lately we are having problems with some campaigns, which show us this error message. Sorry! we encountered some problems while sending your campaign. It will be sent automatically once we are ready. We apologize for the delay caused. We can't findCan I remove or divert certain contacts from an active Campaigns workflow?
I have created a workflow in Zoho Campaigns, which sends different emails, once contacts have been added to a mailing list. To choose which email to send to the contacts, there are conditions, which divert contacts based on their company type and their company size. There was a subsection of this workflow, where company size wasn't selected correctly, and some contacts have been sent down the wrong path and received the wrong email. The workflow contains a reminder loop and a further series of emails.File Upload field automatically replaces spaces with underscores – support experience
Hi everyone, I want to share my recent experience regarding the File Upload field behavior in Zoho Creator and my interaction with the Zoho support team. When a user uploads a file, the system automatically renames the document by replacing spaces inHow to map fields from Zoho Recruit to Zoho People
I've got these fields from my Job Offer that I'm trying to map to the Work information fields in Zoho People, but they arent showing up. For example, how do I get the department name field (in the job post) to map to the work information field in ZohoUTM in zoho campaigns
Helloo everybody!!! Someone know how IF ZOHO CAMPAIGNS has UTM for tracking the url of any campaigns. thank uFull Context of Zoho CRM Records for Zia in Zoho Desk for efficient AI Usage
Hello everyone, I have a question regarding the use of Zia in Zoho Desk in combination with CRM data. Is it possible to automatically feed the complete context of a CRM record into Zia, so that it can generate automated and highly accurate responses forKnowledge base printing
I saw a posting about printing the knowledge base as I was looking for the answer, but we would like the ability to print out the entire knowledge base with a click, keeping the same organization format. Bonus would include an index of keywords andSearch not working!
I have items in my notebook tagged but when I search for a tag nothing comes up! Any fix for this?Zoho Books | Product updates | January 2026
Hello users, We’ve rolled out new features and enhancements in Zoho Books. From e-filing Form 1099 directly with the IRS to corporation tax support, explore the updates designed to enhance your bookkeeping experience. E-File Form 1099 Directly With theUpdates for Zoho Campaigns: Merge tag, footer, and autoresponder migration
Hello everyone, We'd like to inform you of some upcoming changes with regard to Zoho Campaigns. We understand that change can be difficult, but we're dedicated to ensuring a smooth transition while keeping you all informed and engaged throughout the process.File Upload field not showing in workflow
Hi, I have added a field on Zoho CRM. I want to use it in a workflow where that particular field is updated based on another field, however it is not showing up in the field list to select it in the workflow. Why is this please?Drag 'n' Drop Fields to a Sub-Form and "Move Field To" Option
Hi, I would like to be able to move fields from the Main Page to a Sub-Form or from a Sub-Form to either the Main Page or another Sub-Form. Today if you change the design you have to delete and recreate every field, not just move them. Would be nice toSharing my portal URL with clients outside the project
Hi I need help making my project public for anyone to check on my task. I'm a freelance artist and I use trello to keep track on my client's projects however I wanted to do an upgrade. Went on here and so far I'm loving it. However, I'm having an issue sharing my url to those to see progress. They said they needed an account to access my project. How do I fix this? Without them needing an account.How do i integrate google analytics to Zoho Campaigns?
Looking to track Zoho Traffic from email Current topic is outdatedHow do teams manage meeting follow-ups across Zoho tools?
We’re using Zoho tools for collaboration and tracking, but managing meeting notes, action items, and follow-ups across teams is still challenging. Curious how others are handling this within Zoho workflows. Are there best practices or integrations thatNext Page