Introduction to Telephony in Zoho FSM

Telephony in Zoho FSM allows you to use Zoho's in-house business phone systems as well as integrate with other cloud-based telephony providers. With telephony enabled, you can make and receive calls directly within Zoho FSM, track all communication with customers, and streamline your call-handling processes. Your team can deliver faster, more professional, and more consistent customer interactions—whether they’re handling service requests, dispatching field agents, or following up with customers.

Zoho FSM provides three ways to use telephony:

Zoho’s Built-In Telephony (Inbuilt Phone System): Our in-house phone system powered by Twilio. If you’re already using Twilio, we’ll assist you with porting your existing numbers into Zoho.
Zoho Voice Integration: Integrate with another of our in-house phone system.
Telephony Marketplace: Connect with your preferred telephony provider in a click.

With telephony enabled, you can:

Manage all customer calls—both inbound and outbound—without leaving the Zoho FSM interface.

After the first call (incoming or outgoing) is made, Telephony adds new modules and options to Zoho FSM, including:

A Calls module under the Customers menu to track all incoming and outgoing calls.
A Channels related list in Contacts, Companies, and transaction modules such as Requests, Estimates, Work Orders, and Service Appointments.
New Call Reports to analyze call activity and performance.
Support for the Calls module in Module Builder, allowing you to customize it.
The ability to create call records.
Automation support will be available for the Calls module.

Available in Editions: Professional

Available in DCs: US, IN, EU, AU, CA

Permission Required: Administrator profile

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