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
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 #197: Frequently Asked Questions on GraphQL APIs
🎊 Nearing 200th Kaizen Post – We want to hear from you! 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 #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.Celebrating 200 posts of Kaizen! Share your ideas for the milestone post
Hello Developers, We launched the Kaizen series in 2019 to share helpful content to support your Zoho CRM development journey. Staying true to its spirit—Kaizen Series: Continuous Improvement for Developer Experience—we've shared everything from FAQsKaizen #193: Creating different fields in Zoho CRM through API
🎊 Nearing 200th Kaizen Post – We want to hear from you! 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.Client Script | Update - Introducing Commands in Client Script!
Have you ever wished you could trigger Client Script from contexts other than just the supported pages and events? Have you ever wanted to leverage the advantage of Client Script at your finger tip? Discover the power of Client Script - Commands! Commands
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
Zadarma + Zoho CRM Integration – Missed Calls Saved as Contacts Instead of Leads
Hello everyone, I’m looking for input from anyone with experience using the Zadarma + Zoho CRM integration. Currently, I’m seeing that missed calls are automatically being created as Contacts instead of Leads. From a CRM perspective, this doesn’t makeFunction 56: Automatically enable the option for customers to pay via bank account
Hello everyone and welcome back to our series! One of the key features of Zoho Books is its integration with multiple payment gateways, allowing you to receive online payments for your invoices. This ensures faster payments, automates payment trackingAttach Files to Your Notecards and share them on the go!
Hey everyone! We’re excited to share a feature many of you have been asking for — you can now attach files directly to your text notecards and share with ease! 🙌 This update was built with your feedback in mind, especially for those who wanted a simpleCan i connect 2 instagram accounts to 1 brand?
Can i connect 2 instagram accounts to 1 brand? Or Do i need to create 2 brands for that? also under what subscription package will this apply?Workdrive on Android - Gallery Photo Backups
Hello, Is there any way of backing up the photos on my android phone directly to a specific folder on Workdrive? Assuming i have the workdrive app installed on the phone in question. EmmaIntegración Books para cumplir la ley Crea y Crece y Ley Antifraude (VeriFactu)
Hola: En principio, en julio de 2025, entra en vigor la ley Crea y Crece y Ley Antifraude (VeriFactu). ¿Sabéis si Zoho va a cumplir con la ley para cumplir con la facturación electrónica conectada a Hacienda? GraciasYouTube Live #1: AI-powered agreement management with Zia and Zoho Sign
Hi there! We're excited to announce Zoho Sign’s first YouTube live series, where you can catch the latest updates and interact with our Zoho Sign experts, pose questions, and discover lesser-known features. We're starting off by riding the AI wave inHow to add a % Growth column for year-over-year comparison (2024 vs 2025)
Hello, I am trying to build a monthly revenue comparison between 2024 and 2025 in Zoho CRM Analytics. My current setup is: Module: Deals (Affaires) Filter: Stage = Closed Won Date field: Closing Date Grouping: By Month Metrics: Sum of Amount for 2024,How to searchByCriteria records that are under approval?
I need to search for both approved and pending approval records Is that possible with this method? Or I need to a different method? var priceReqID = $Page.record_id; log(priceReqID); var records = ZDK.Apps.CRM.Price_List_Item.searchByCriteria("Price_Request:equals:"Power of Automation::Streamline log hours to work hours upon task completion.
Hello Everyone, A Custom Function is a user-written set of code to achieve a specific requirement. Set the required conditions needed as to when to trigger using the Workflow rules (be it Tasks / Project) and associate the custom function to it. Requirement:-How to add Simple Analytics to Zoho Pages?
I have a website with Zoho Pages, how do I add Simple Analytics on it? They seem to have code they need to be embedded https://docs.simpleanalytics.com/scriptEnd Date in Zoho Bookings
When I give my appointments a 30 minutes time I would expect the software not to even show the End Time. But it actually makes the user pick an End Time. Did I just miss a setting?Cant seem to delete an email account
Hello, I have researching for 4 days how to delete an email account and I am absolutely without a clue. The email account I am trying to delete is support<AT>fyshoes<dot>com. It's the first email account I made and it (is???) was associated with the super user (me). I have since changed it to adming<AT>fychoes<dot>com and I see the support email in my list but I just cant seem to get rid of it. Ultimately I want to associate that email account with another user that I want to add. This is reallyCommerce Order as Invoice instead of Sales Order?
I need a purchase made on my Commerce Site to result in an Invoice for services instead of a Sales Order that will be pushed to Books. My customers don't pay until I after I add some details to their transaction. Can I change the settings to make thisImport data into Multi-Select lookup field from CSV/Excel
How to import data into a multi-select lookup field from the CSV/Excel Sheet? Let's say I have an Accounts multi-select lookup field in the Deals module and I want to import the Deals with Accounts field. Steps:- 1. Create/edit a multi-select lookup fieldSync desktop folders instantly with WorkDrive TrueSync (Beta)
Keeping your important files backed up and accessible has never been easier! With WorkDrive desktop app (TrueSync), you can now automatically sync specific desktop folders to WorkDrive Web, ensuring seamless, real-time updates across devices. Important:Script that deletes a record?
We're using WP Plugin "Integration for WooCommerce and Zoho Pro", and have created a couple of Feeds to send data to Zoho. We are trying to create Contact records, but only based upon condition. Tried to make it with small Deluge function and Workflow,A formula that capitalises the first letter of each word
Hi all, is there a zoho formula that can capitalise the first letter of each word in a string? INITCAP only capitalises the first letter of the first word.Reverse payment on accidentally closed invoice.
An invoice was closed accidentally with the full payment added. However, only partial payment was paid. How can I reopen the invoice and reverse this to update it to show partial payment?Quotes in Commerce?
In Zoho Ecommerce, I need to be able to generate quotes, negotiate with customers, and then generate invoices. Currently, I plan to integrate Zoho CRM to generate quotes. After negotiation and confirmation, I will push the details to Zoho Ecommerce toZoho Commerce - Mobile Application
Does Zoho Commerce have a mobile application for customers to place an order?Register user through Phone Number by Generating OTP
In zoho commerce , I am developing website on online food store Inilialy the user get verification code to their email for registering there account for login. But I need to login using phone number by generating OTP automatically rather than verificationCustom Buttons for Mass Actions
Hello everyone, We’ve just made Custom Buttons in Zoho Recruit even more powerful! You can now create Bulk Action Buttons that let you perform actions on multiple records at once, directly from the List View. What’s new? Until now, custom buttons wereZoho Vault Passwords
Is there a way to consume Zoho Vault Manager passwords using the API? Thanks in advance.Is the ChatGPT Assistant integration capable of recognizing WhatsApp voice messages?
I was wondering: if a visitor sends me a voice message on WhatsApp, would the assistant be able to transcribe it and reply to them?Zoho Creator to Zoho CRM Images
Right now, I am trying to setup a Notes form within Zoho Creator. This Notes will note the Note section under Accounts > Selected Account. Right now, I use Zoho Flow to push the notes and it works just fine, with text only. Images do not get sent (there【Zoho CRM】レポート機能のアップデート
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、レポート機能のアップデートをご紹介します。 目次 1. レポートのエクスポート時のレコードIDの表示について 2. 通貨項目の表示について 3. レポートの削除の監査ログへの反映について 1. レポートのエクスポート時のレコードIDの表示について これまで、レポートをエクスポートするとファイルにレコードIDが必ず含まれていました。レコードIDが識別子として役立つ場合もありますが、実際には多くの企業で参照されることはありません。Translation in zoho bookings
We cant translate zoho booking emails. The general text we can change. But what about text like: ""Here a link to join the meeting online:"" and "Add to Zoho Calendar" and "Add to Google Calendar"? No professional business have mixed languages. Its lookingHelp Center IFrame Issue
I have had a working Help Center on my website using an iframe for a while. But now for some reason the sign in page gets a refused to connect error. Can someone please help. If I go to the url manually it works correcltyIs there any way to bill one client in different currencies on different invoices?
I have some customers who have their currency set as USD and most of their billing is done in USD. However, from time to time I have a need to bill them in my base currency GBP for some specific invoices, but there seems to be no way of doing this that I can see. The only workaround that I can see is to create two client records for the same client, one for USD billing and one for GBP billing, but this is not an ideal situation. Is it likely that the (hopefully!) soon to arrive multi-currency supportAPI name for all fields in Zoho Project (Standard or custom)
Hi! I struggle to find easily all API name of all field in Zoho Project to build my API rest with other services. We can find them very fast in CRM but not in PRoject. Could you share a function to get the list of all API Name of any field of an AppElevate your CX delivery using CommandCenter 2.0: Simplified builder; seamless orchestration
Most businesses want to create memorable customer experiences—but they often find it hard to keep them smooth, especially as they grow. To achieve a state of flow across their processes, teams often stitch together a series of automations using WorkflowZoho Assist not rendering NinjaTrader chart properly
Hi everyone. Just installed and testing Zoho Assist. I want to display my laptop' screen (Windows 11) on a monitor connected to my Mac mini. The laptop is running a stock trading program called NinjaTrader. Basically, when running, this program displaysInvolved account types are not applicable when create journals
{ "journal_date": "2016-01-31", "reference_number": "20160131", "notes": "SimplePay Payroll", "line_items": [{ "account_id": "538624000000035003", "description": "Net Pay", "amount": 26690.09, "debit_or_credit": "credit" }, { "account_id": "538624000000000403", "description": "Gross", "amount": 32000, "debit_or_credit": "debit" }, { "account_id": "538624000000000427", "description": "CPP", "amount": 1295.64, "debit_or_credit": "debit" }, { "account_id": "538624000000000376", "description":Adding Social Media Buttons to Basic Campaigns
Hi, I'm quote new to using Zoho Campaigns and I can't work out how to add Social Media Buttons into my basic campaign? In MailChimp there's a button that brings the icons into your campaign for you. I've tried adding the social media icons as 'buttons' in Zoho but it's not looking great. Can anyone help? Thanks!Dropshipping Address - Does Not Show on Invoice Correctly
When a dropshipping address is used for a customer, the correct ship-to address does not seem to show on the Invoice. It shows correctly on the Sales Order, Shipment Order, and Package, just not the Invoice. This is a problem, because the company beingBest way to schedule bill payments to vendors
I've integrated Forte so that I can convert POs to bills and make payments to my vendors all through Books. Is there a way to schedule the bill payments as some of my vendors are net 30, net 60 and even net 90 days. If I can't get this to work, I'll haveLink(s) between Notes
Hello Everyone, It would be great if links could be created between notes. Let's say we have 5 Notes A, B, C , D, E. I would like to be able to link Note A to Note B but not in other way, so no link appears in Note B linking to Note A. An so on, linkingRegex in Zoho Mail custom filters is not supported - but it works!
I recently asked Zoho for help using regex in Zoho Mail custom filters and was told it was NOT supported. This was surprising (and frustrating) as regex in Zoho Mail certainly works, although it does have some quirks* To encourage others, here are 3 regexFeature Request: Assign Documents to Already Entered Bills, Expenses, Invoices, etc.
Hi Zoho Team, We are regular users of the Documents module in Zoho Books and appreciate its ability to keep financial records well-organized. However, we’ve noticed a limitation: There is no way to attach a document from the "Documents > Files" sectionNext Page