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
CRM
Is anyone else experiencing this issue? Our company is not moving out of using Gmail's web app. It just has more features and is a better email program than Zoho Mail. Gmail has an extension (Zoho CRM for Gmail) that we're using but we've found some seriousSyncing with Google calendar, Tasks and Events
Is it possible to sync Zoho CRM calendar, task and events with Google Calendar's tasks and events. With the increasing adoption by many major tool suppliers to sync seamlessly with Google's offerings (for instance I use the excellent Any.do task planningHow can i view "Child" Accounts?
It can be very useful in our field of business to know the parent-child account relationship. However, there seems to be a shortcoming in the parent account view: no child account list. How can we view the child accounts per each account?Easily perform calculations using dates with the new DATEDIF function
Hey Zoho Writer users! We've enhanced Zoho Writer's formula capabilities with the new DATEDIF function. This allows you to calculate the difference between dates in days, months, and years. Function syntax: =DATEDIF(start_date, end_date, unit) Inputs:Adding Comments Using Workflows - How to Change User Attributed
We have worklflows in Desk where a comment is added to a ticket based on certain criteria. It seems that the comment added is always attributed to the user who last edited the workflow. This does not make sense for us because: - It's misleading to otherAdd Attachment Support to Zoho Flow Mailhook / Email Trigger Module
Dear Zoho Support Team, We hope you are well. We would like to kindly request a feature enhancement for the Mailhook module in Zoho Flow. Currently, the email trigger in Zoho Flow provides access to the message body, subject, from address, and to address,Conect chat of salesiq with zoho cliq
Is there any way to answer from zoho cliq the chat of salesiq initiated by customers?Les dernières avancées en saisie de données et collaboration
Après une année dédiée à la recherche et au développement, notre équipe est prête à dévoiler des améliorations majeures pour Zoho Sheet. Ces nouveautés seront lancées par étapes afin d’en assurer une prise en main optimale. Nous commençons avec des fonctionnalitésRich Text For Notes in Zoho CRM
Hello everyone, As you know, notes are essential for recording information and ensuring smooth communication across your records. With our latest update, you can now use Rich Text formatting to organize and structure your notes more efficiently. By usingImplement Meeting Polls in Zoho Bookings
Dear Zoho Bookings Support Team, We'd like to propose a feature enhancement related to appointment scheduling within Zoho Bookings. Current Functionality: Zoho Bookings excels at streamlining individual appointment scheduling. Users can set availabilityService Account Admin for API Calls and System Actions
Hello, I would like to request the addition of a Service Account Admin option in Zoho product. This feature would allow API calls and system actions to be performed on behalf of the system, rather than an active user. Current Issue: At present, API callsPlease can the open tasks be shown in each customer account at the top.
Hi there This has happened before, where the open tasks are no longer visible at the top of the page for each customer in the CRM. They have gone missing previously and were reinstated when I asked so I think it's just after an update that this featureHow to Customize Task Creation to Send a Custom Alert Using JavaScript in Zoho CRM?
Hello Zoho CRM Community, I’m looking to customize Zoho CRM to send a custom alert whenever a task is created. I understand that Zoho CRM supports client scripts using JavaScript, and I would like to leverage this feature to implement the alert functionality.Send Whatsapp with API including custom placeholders
Is is possible to initiate a session on whatsapp IM channel with a template that includes params (placeholders) that are passed on the API call? This is very usefull to send a Utility message for a transactional notification including an order numberAdd Israel & Jewish Holidays to Zoho People Holidays Gallery
Greetings, We hope you are doing well. We are writing to request an enhancement to the Holidays Gallery in Zoho People. Currently, there are several holidays available, but none for Israel and none for Jewish holidays (which are not necessarily the sameZO25: The refreshed, more unified, and intelligent OS for business
Hello all, Greetings from Zoho One! 2025 has been a remarkable year, packed with new features that will take your Zoho One experience to the next level! From sleek, customizable dashboards to an all-new action panel for instant task management, we’veIntroducing Multi-Asset Support in Work Orders, Estimates, and Service Appointments
We’re excited to announce a highly requested enhancement in Zoho FSM — you can now associate multiple assets with Work Orders, Estimates, and Service Appointments. This update brings more clarity, flexibility, and control to your field service operations,[Product Update] Locations module migration in Zoho Books integration with Zoho Analytics
Dear Customers, As Zoho Books are starting to support an advance version of the Branches/Warehouses module called the Locations module, users who choose to migrate to the Locations module in Zoho Books will also be migrated in Zoho Analytics-Zoho BooksIntroducing Schedules for smarter availability management
Greetings from the Zoho Bookings team! We’re excited to introduce Schedules, a powerful enhancement to manage availability across your workspace. Schedules are reusable working-hour templates that help you define and maintain consistent availability acrossWhy Zoho Contracts Prefers Structured Approvals Over Ad-hoc Approvals
Approvals are one of the most important stages in a contract’s lifecycle. They determine whether a contract moves forward, gets revised, or needs further discussion. The approval process also defines accountability within the organization. Zoho ContractsWhatsapp Connection Status still "Pending" after migration
Hello, I migrated my WhatsApp API to Zoho from another provider a day ago. So far the connection status is still “Pending”. There is a problem? How long does it usually take?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 thisHow to Filter timewise question to check uploaded one month or two months before in these community question ?
i want to find the question that is asked some month or before any particular year, so how can i filter it ?Proposal for Creating a Unique "Address" Entity in Zoho FSM
The "Address" entity is one of the most critical components for a service-oriented company. While homeowners may change and servicing companies may vary, the address itself remains constant. This constancy is essential for subsequent services, as it providesWorkflow Down/Bug
We have a workflow that sends an email to one of our internal departments 10 minutes after a record is created in a custom module. The workflow actually works correctly. However, we have now noticed that on January 8, between 3:55 p.m. and 4:33 p.m.,Service Locations: Designed for Shared Sites and Changing Customers
Managing service addresses sounds simple—until it isn’t. Large facilities, shared sites, and frequently changing customers can quickly turn address management into an operational bottleneck. This is where Service Locations deliver clarity and control.Can I re-send the Customer Satisfaction Survey after a ticket closure?
Hello, Some customers does not answer the survey right after closure, is it possible to re-send after a few days or weeks? Best Regards!Filter contacts based on selected category in Zoho Desk ticket
Hello community, I’m setting up the Tickets module in Zoho Desk and I need help implementing the following: When a category is selected in a ticket, I want the Contact field to be filtered so that it only displays contacts that are related to that category.Profile Page View Customization
I need to change the fields, sections from the profile view of an emplyoyee.Zoho Desk Android app update: Filter, Sort and Saved filters Enhancements
Hello everyone! We are excited to introduce the below features on the Android version Zoho Desk mobile app: 1. Filter & Sort support has been introduced for the Contacts and Accounts modules. 2. Sort options is now available in Custom Modules as well.Accessing shared mailboxes through Trident (Windows)
Hi, I have a created a couple of shared mailboxes. The mailboxes are showing up on the browser based Zoho workplace, but I cannot seem to figure out how to access my shared inboxes through Trident (Windows). Am I missing something or is this feature notfiltering lookup field options based on information in another module.
In our CRM system. We have the standard Accounts and Deals modules. We would like to introduce the ability to classify Accounts by Sector. Our desired functionality is to have a global list of all sectors that an Account can select, with the ability toService op locatie organiseren met Zoho FSM: waar lopen organisaties tegenaan?
Bij organisaties met service teams op locatie merken we vaak dat de complexiteit niet zozeer in de planning zelf zit, maar in wat er rond die planning gebeurt. Denk aan opvolging na interventies, consistente servicerapporten, en het bijhouden van installatiesIntroducing Assemblies and Kits in Zoho Inventory
Hello customers, We’re excited to share a major revamp to Zoho Inventory that brings both clarity and flexibility to your inventory management experience! Presenting Assemblies and Kits We’re thrilled to introduce Assemblies and Kits, which replaces theDoes the ability exist to make tax on the customer profile mandatory?
I am reaching out to inquire about the possibility of making the "Customer Tax" field mandatory when creating a new customer in Zoho. We want to ensure that all customers have their tax information recorded to maintain compliance with our internal processes.email association with CRM
Why is it 2024 (almost 2025) and Zoho has not figured out how to integrate email with CRM? It is so inconsistent at associating emails within CRM. I am an attorney. I have clients and work with other attorneys. Attorney John Doe is associated with multipleCredit Note for Shipped and Fatoora pushed invoices
We have shipped a Sales Order and created an Invoice. The Invoice is also pushed to Fatoora Now we need to create a credit note for the invoice When we try it, it says we need to create a Sales Return in the Zoho Books, we have already created a SalesFSM - Timesheet entires for Internal Work
Hi FSM Team, Several of my clients have asked how they can manage internal timesheets within Zoho FSM. Since their technicians already spend most of their day working in FSM, it would be ideal if they could log all working hours directly in the FSM app.Add a way of clearing fields values in Flow actions
It would be great if there was an option to set a field as Null when creating flows. I had an instance today where I just wanted to clear a long integer field in the CRM based on an action in Projects but I had to write a custom function. It would beRole Management
I am creating an analytics dashboard for a company that will be utilized by its various departments such as Finance, Marketing, and HR. My goal is to design the dashboard with separate tabs for each department. Additionally, I plan to implement role-basedNext Page