MiiTel for Zoho Desk

MiiTel for Zoho Desk

Overview

MiiTel for Zoho Desk eliminates the gap between your phone system and your help desk. Your agents stay in one workspace to make calls, receive calls, and review AI-powered transcriptions, so they spend less time switching tools and more time resolving tickets. With automatic call logging, real-time notifications, AI-powered transcription, and smart contact matching, MiiTel for Zoho Desk helps support teams reduce handle time, improve first-contact resolution, and maintain a complete audit trail of every customer interaction.

Why use this extension?

  1. Eliminate manual logging: Every call, whether incoming, outgoing, or missed, is automatically recorded, linked to the right ticket and contact, and enriched with an AI-generated transcript. Your agents never need to copy-paste call notes again.
  2. Respond faster: Real-time call notifications pop up inside Zoho Desk with caller details and linked records. Smart contact matching identifies the customer instantly, so agents are prepared before they pick up.
  3. Full conversation visibility: Managers and QA teams can review searchable call transcripts, AI-generated summaries, and complete call histories directly on the ticket, no need to access a separate analytics dashboard.
  4. Reduce tool switching: Click-to-Call launches calls straight from any ticket or contact record. One workspace, zero context switching. Agents stay focused on resolving issues, not navigating software.

Key Features

  1. Click-to-Call: Initiate calls directly from tickets or contacts.
  2. Incoming Call Notifications: Real-time alerts inside Zoho Desk.
  3. Automatic Call Logging: Calls are recorded and linked automatically.
  4. Call Transcription & Summaries: Access conversation insights.
  5. Smart Contact Matching: Automatically identify or create contacts.
  6. Custom Sync Preferences: Configure data visibility and syncing.

Prerequisites

Before proceeding with installation, ensure you have the following:
  1. A Zoho Desk account on the Professional plan or above, with administrator access
  2. An active MiiTel account with Admin Console access (Admin role required)
  3. A supported browser: Chrome (recommended), or Microsoft Edge

Installation Guide

Follow these steps to install the extension:
  1. Log in to your Zoho Desk account with administrator privileges.
  2. Navigate to Setup → Integrations → Marketplace → All Extensions.
  3. Search for “MiiTel for Zoho Desk”.
  4. Select the extension from the results.
  5. Click Install on the extension listing page.
  6. In the installation dialog, choose the required portal.
  7. Review and agree to the terms and conditions.
  8. Click Install to confirm and begin the installation.

Post-Installation Setup

After installation completes, the extension settings page will open automatically. If it does not, navigate to Setup → Integrations → Marketplace → Installed Extensions → MiiTel for Zoho Desk
  1. Go to the General Settings tab.
  2. Select the required:
    1. Departments
    2. User Profiles
  3. Click Install.

Authorization Setup

Authorization ensures a secure and trusted connection between Zoho Desk and MiiTel. The setup involves two key authorizations, each serving a specific purpose:

External Connection Authorization (Sigma)

Info
What is this? Sigma is Zoho's secure connection framework. This one-time authorization generates the API key that allows MiiTel to send call transcription and summary data to your Zoho Desk account via webhook. Without it, the transcription sync feature will not work.
To complete this authorization:
  1. After installation, a pop-up will appear in the top-right corner of Zoho Desk asking you to authorize the ZApps External Client connection. Click Authorize. A new browser tab will open.
  2. In the new tab, click Create to generate the API key.    


  3. You will be redirected to the Sigma authorization page. Select the checkbox and click Accept to complete the process.


Zoho Desk Authorization

Zoho Desk authorization grants the extension permission to create, update, and manage records within your Zoho Desk account. This is required for the extension to log call activities, link calls to contacts, and add transcription data to call records.
  1. A pop-up will appear in the top-right corner of Zoho Desk prompting you to authorize the Zoho Desk connection.
  2. Click Authorize. A new browser tab will open.
  3. On the authorization page, select the checkbox and click Accept.

Configuration

After installation and authorization, configure the integration to enable full functionality.

1. Credentials Setup

  1. Navigate to the extension and click Configure.
  2. Enter the following details:
    1. MiiTel Company ID
    2. MiiTel Access Key
  3. Click Save.


How to Obtain MiiTel API Credentials
Follow these steps to retrieve your credentials from MiiTel:
  1. Visit: https://account.miitel.jp/v1/signin.
  2. Log in using a MiiTel Admin account.
  3. Click the menu icon (⋮⋮⋮) in the top-left corner.
  4. Select Admin to open the Admin Console.
  5. Navigate to Third Party Integration → JavaScript Widget.
  6. On the JavaScript Widget page, you will see a code block (HTML snippet) containing your integration credentials.
  7. Inside this code block, find and copy the values for Access Key (labelled access-key) and Company ID (labelled company-id). See the screenshot below for reference.
  8. Return to Zoho Desk and paste these values into the configuration screen.


Common Errors & Solutions

Error MessagePossible Cause
Solution
Access key is invalid
Wrong Access Key
Verify Access Key from the JavaScript Widget section
Company ID is invalid
Wrong Company ID
Verify Company ID from the JavaScript Widget section

2. Webhook Setup

The webhook enables MiiTel to send call transcription and summary data to Zoho Desk.
  1.  Sync call transcripts into Zoho Desk.
  2.  Add summaries as comments to call records.
  3.  Enable automated data flow from MiiTel.

2.1: Copy Webhook URL from Zoho Desk

  1.  Go to the extension Preferences section.
  2.  Locate the Webhook URL.
  3.  Click Copy.

2.2: Configure Webhook in MiiTel

  1. Visit: https://account.miitel.jp/v1/signin.
  2. Log in using an Admin account.
  3. Click the menu icon (⋮⋮⋮).
  4. Select Admin.
  5. Navigate to Third Party Integration → Outgoing Webhook.
  6. Open the Call History tab.
  7. Click Add Call History Integration Setting.
  8. Paste the Zoho Desk Webhook URL.
  9. Under Trigger Events, select when the webhook should send data. Choose one or more of the following:
    1. Transcript finished
      → After transcription is completed 
    2. Speech summarization finished
      → After call summary is generated 
    3. Real-time transcript finished (optional)
      → Requires real-time transcription feature 
    4. Real-time transcript summarization finished (optional)
      → Requires real-time summarization feature 
  10. Click Save.

Warning
Critical: The webhook URL changes every time the extension is updated. After each version update, you must copy the new webhook URL from Zoho Desk (Preferences → Webhook URL) and update it in your MiiTel Admin Console. If you skip this step, call transcriptions and summaries will stop syncing.

3. Preferences

MiiTel provides multiple details related to call transcription. You can choose which of these details should appear in the Comments section of the call record in Zoho Desk.
  1. Open the Preferences section. At the top, you will see a Call Comments toggle. Turn it ON to enable transcription data syncing to call records.
  2. Review the available transcription options provided by MiiTel.
  3. Only the selected fields will be synced and displayed in the Zoho Desk call Comments.
  4. If a selected field has no value, that information will not be added to the Comments section.
  5. You can rearrange the display order of transcription fields based on your preferences.
  6. Click Save.

How It Works - MiiTel Telephony

The extension works by integrating call events from MiiTel directly into Zoho Desk, automating call handling and data recording.


Outgoing Call Flow

  1. Open a ticket or contact record in Zoho Desk.
  2. Click the phone icon next to a contact number.
  3. The call will be initiated via MiiTel.
After the call ends:
  1. Call details are automatically logged.
  2. The call is linked to the Ticket and Contact records.
  3. MiiTel sends transcription data via webhook.
  4. The transcript is added as a comment.

Incoming Call Flow

  1. When a customer calls, a real-time notification appears.
  2. The system attempts to match the caller with an existing contact.
  3. A search icon is also displayed next to the caller information, allowing agents to perform a global search if needed.
  4. The agent answers the call through the MiiTel phone widget.
After the call ends:
  1. Call details are logged automatically.
  2. The call is linked to the contact.
  3. Transcription data is added to the record.

Missed Call Flow

If a call is not answered:
  1. The system records the missed call.
  2. A call activity entry is created.
  3. The call is linked to the contact.
This ensures no customer interaction is missed.

Contact Handling During Calls

During both incoming and outgoing calls, the extension automatically manages contact identification to ensure accurate record linking.
How it works:
  1.  The system searches for an existing contact using the phone or mobile number.
  2. If a match is found, the call is automatically linked to the existing contact.
  3. If no matching record is found, a new contact is created automatically.
This ensures that every call is properly associated with a contact, reducing manual effort and improving data consistency.

Call Details Sync After Call Completion

After a call ends, MiiTel automatically sends the call details, transcription data, and summary information to Zoho Desk through the configured webhook. This information is then added to the Call Comments section based on the fields selected in the Preferences settings.


Uninstallation Steps

  1. Navigate to: Setup → Integrations → Marketplace → Installed Extensions.
  2. Locate MiiTel for Zoho Desk.
  3. Click the More option (top-right corner).
  4. Select Uninstall Extension.
  5. Click Confirm.

Post-Uninstallation Behaviour

  1. The integration is fully removed from Zoho Desk.
  2. The MiiTel Analytics URL will no longer be accessible.
  3. Existing data, such as call logs and comments, will remain.

FAQ

1. Why is the transcription not syncing to Zoho Desk?
If transcription data is not appearing in Zoho Desk, verify the following:
  1. The webhook URL in the MiiTel Admin Console matches the URL shown in the Zoho Desk extension Preferences section.
  2. The correct trigger events (such as “Transcript finished” or “Speech summarization finished”) are selected in MiiTel.
  3. If you recently updated the extension, the webhook URL may have been regenerated. Copy the new URL from Zoho Desk and update it in MiiTel.
2. What happens if the webhook is not configured?
If the webhook is not configured, basic call logging (incoming and outgoing) will continue to work normally. However, missed calls, call transcription data and AI-generated summaries from MiiTel will not be synced to Zoho Desk. To enable transcription syncing, follow the steps in the Webhook Setup section of this guide.

3. Can I customize which transcription details appear in call records?
Yes. Go to the Preferences section in the extension settings. From there, you can select which transcription fields (such as Dial Starts, Dial Ends, Voice Recognition, Speech Recognition) should appear in the Comments section of the call record. You can also rearrange the display order of these fields based on your preference.

4. How are contacts matched during a call?
When a call is made or received, the extension automatically searches your Zoho Desk contacts using the caller’s phone number or mobile number. If a matching contact is found, the call is linked to that existing contact record. A search icon is also displayed next to the caller information, allowing agents to perform a global search if needed.

5. What happens if no matching contact is found?
If the extension cannot find an existing contact that matches the caller’s phone or mobile number, it will automatically create a new contact record in Zoho Desk. The call details will then be linked to this newly created contact, ensuring that no customer interaction is left untracked.

6. Are missed calls logged in Zoho Desk?
Yes. All missed calls are automatically recorded as call activity entries in Zoho Desk, provided the webhook URL has been configured in MiiTel.

7. Can multiple agents use this extension simultaneously?
Yes. The extension supports multiple agents within the same Zoho Desk account. Each agent who has the required user profile permissions (configured during installation) can use the MiiTel telephony features independently, including making and receiving calls, viewing call logs, and accessing transcription data.

8. Is the data transmitted between MiiTel and Zoho Desk secure?
Yes. All data exchanged between MiiTel and Zoho Desk is transmitted through secure, authenticated APIs. The integration uses OAuth-based authorization to establish a trusted connection, and the webhook communication ensures that call data and transcription details are delivered securely to your Zoho Desk account.

9. Why do I see “Access key is invalid” or “Company ID is invalid” errors?
These errors occur when the credentials entered during configuration do not match the values in your MiiTel account. To resolve this, log in to the MiiTel Admin Console, navigate to Third Party Integration → JavaScript Widget, and copy the correct Access Key and Company ID from the HTML snippet. Then return to Zoho Desk and re-enter the values in the extension configuration screen.

10. What happens to my data if I uninstall the extension?
When you uninstall the extension, the integration is fully removed from Zoho Desk and the MiiTel Analytics URL will no longer be accessible. However, all existing data including call logs and comments that were previously synced will remain in Zoho Desk for historical reference. No previously recorded data is deleted during uninstallation.