Tips & Tricks #2: Agentes Zia en Zoho CRM: ¿Qué son los agentes de IA?

Tips & Tricks #2: Agentes Zia en Zoho CRM: ¿Qué son los agentes de IA?


Los agentes de IA son entidades digitales autónomas impulsadas por inteligencia artificial que pueden actuar de forma similar a un empleado humano.

Los chatbots convencionales y la IA generativa pueden proporcionar información o redactar contenido, y normalmente trabajan dentro de límites predefinidos o generan respuestas a partir de una entrada. En cambio, los agentes de IA están diseñados para trabajar de manera autónoma: ejecutan tareas, toman decisiones según el contexto, funcionan como asistentes digitales y aprenden de forma continua.

Zoho CRM ofrece la posibilidad de incorporar Agentes Zia en tu CRM. Puedes crear estos agentes en Zia Agents según las necesidades específicas de tu empresa y desplegarlos posteriormente en Zoho CRM.


¿Cómo puedes utilizar los agentes de IA en tu CRM?

Estos son algunos ejemplos de cómo los agentes de IA pueden trabajar dentro de Zoho CRM.

Agente SDR (Representante de Desarrollo de Ventas)

Puedes disponer de un agente de IA que desempeñe el trabajo de un Sales Development Representative (SDR), una figura clave para iniciar y mantener las relaciones con los clientes.

Este agente puede encargarse de las primeras fases del proceso de ventas, como:

  • Investigar clientes potenciales.

  • Responder consultas.

  • Calificar prospectos.

  • Interactuar con clientes potenciales.

  • Verificar que los leads sean adecuados para el producto o servicio.

Cuando los procesos manuales generan ineficiencias, retrasos o hacen que se pierdan oportunidades, un agente SDR resuelve este problema automatizando las tareas esenciales del SDR, permitiendo mantener un proceso de atención al cliente altamente personalizado y eficiente.


Agente de Entrenamiento Comercial (Sales Coach)

Consideremos algunos escenarios:

  • Un representante de ventas necesita módulos de formación personalizados para desarrollar sus habilidades.

  • Un gerente de ventas quiere analizar el comportamiento de los clientes y recibir comentarios personalizados en tiempo real, además de recomendaciones prácticas para mejorar la eficacia comercial y aumentar el cierre de oportunidades.

  • Un nuevo comercial necesita asesoramiento en tiempo real durante las interacciones de venta para adaptar su enfoque y maximizar sus posibilidades de éxito.

  • Un responsable de éxito del cliente desea que el agente simule presentaciones comerciales y proporcione comentarios para perfeccionar su discurso y ganar confianza.

Todo esto es posible mediante un agente Sales Coach dentro de tu CRM.

El Sales Coach trabaja exclusivamente en el módulo Deals (Oportunidades), proporcionando comentarios en tiempo real basados en los detalles y el progreso de cada oportunidad.

Entre sus funciones se incluyen:

  • Proporcionar estrategias y recomendaciones específicas para cada contexto.

  • Mejorar el rendimiento del equipo mediante conversaciones de una sola interacción.

  • Asesorar sobre cómo gestionar las conversaciones con los clientes.

  • Recomendar el tono y el estilo de comunicación más adecuados para cada presentación comercial.

  • Ayudar a que el equipo conecte de forma más eficaz con cada cliente.


Agente de Creación de Presupuestos (Quote Creation Agent)

Este agente genera presupuestos automáticamente a partir de la información de una oportunidad.

En lugar de crear presupuestos manualmente, un representante comercial puede activar el agente para que:

  • Cree el presupuesto automáticamente.

  • Complete los campos correspondientes.

  • Utilice formatos predefinidos.


Agente Gestor de Cuentas (Account Manager)

Este agente ayuda a los responsables de éxito del cliente identificando cuentas con riesgo de abandono y proponiendo acciones proactivas para su retención.

Puede activarse automáticamente cuando se cumplen determinadas condiciones, como:

  • Disminución de la actividad comercial.

  • Renovaciones retrasadas.

  • Escalaciones de incidencias al equipo de soporte.

Info

Disponibilidad y permisos

Ediciones compatibles:

  • Professional y superiores.

Centros de datos compatibles:

  • Estados Unidos (US)

  • India (IN)

  • Europa (EU)

  • Australia (AU)

Los usuarios con el permiso Zia Agents – Manage Configuration pueden configurar agentes en Zoho CRM. 

  Consulta la disponibilidad de la funcionalidad y sus límites según tu edición.


Despliegue de agentes en Zoho CRM

El despliegue de un agente en Zoho CRM consta de dos pasos.

Paso 1: Crear (o contratar) el agente en Zia Agents

En este paso defines:

  • El propósito del agente.

  • Sus instrucciones.

  • Su base de conocimiento.

  • Los grupos de herramientas (Tool Groups) asociados.

  • Las conexiones necesarias.

Si no deseas crear un agente desde cero, puedes contratar uno ya preparado desde Agent Store.

Una vez creado o contratado, debes probarlo utilizando datos de ejemplo de tu CRM directamente desde Zia Agents antes de desplegarlo.


Paso 2: Desplegar el agente en Zoho CRM

Cuando el agente esté listo, puedes desplegarlo en el CRM mediante uno de estos dos métodos.

Despliegue mediante Connection

El agente se despliega configurando las conexiones y asignando los parámetros de las herramientas.

En este modo:

  • Todas las acciones realizadas por el agente quedan registradas con la identidad del usuario que realizó el despliegue.

  • El agente no dispone de una identidad propia dentro del CRM.


Despliegue como Empleado Digital (Digital Employee)

En este caso, el agente se crea como una entidad independiente dentro del CRM.

Dispone de:

  • Un rol propio.

  • Un perfil propio.

  • Una dirección de correo exclusiva con el dominio @ziaagent.ai, gestionada mediante Zoho Directory.

Todas las acciones realizadas quedan registradas bajo la identidad del propio agente, lo que proporciona:

  • Mayor trazabilidad y auditoría.

  • Control de acceso basado en roles.

  • Gestión precisa de los permisos y recursos a los que el agente puede acceder.

Configuración tras el despliegue

Una vez desplegado, el agente aparece en la pestaña Agents de Zoho CRM:

Configuración (Setup) → General → Agents

Desde allí puedes:

  • Configurar las condiciones de activación del agente.

  • Asignar los parámetros de las herramientas.

  • Controlar dónde y cuándo actuará el agente.

Para conocer todo el proceso de configuración, consulta la guía Configuración de Zia Agents en Zoho CRM.


Beatriz Moya | Zoho España






        • Recent Topics

        • Add Support to Upload Inventory Items with Categories or Enable Separate Upload for Inventory Categories

          Currently, Zoho Inventory does not support uploading new items along with their parent and sub inventory categories using the item import feature. This creates challenges for businesses with structured inventory hierarchies when trying to upload items

        • Zoho Books | Product updates | August 2026

          Hello users, July has been an exciting month for Zoho Books! This month, we're excited to introduce HTML PDF Templates, Placeholders as Pills, expanded approval workflows for Sales Returns and Journals, and significant compliance updates across the India,

        • Zoho CRM Layout Rules: Nine New Actions, Profile-Based Execution, and Interactive Preview

          Hello everyone, Availability: This feature is now available for customers in the JP and SA DCs. It is planned to be released for other customers in soon. We’re excited to announce powerful new enhancements to Layout Rules in Zoho CRM - a feature built

        • Zoho Books and TRAINING SALES receipt label for eTims?

          Hi, Can Zoho Books implement TRAINING SALES receipts and push them to eTims for test? In other words how can we send to Zoho or even create in Zoho training mode invoices and TEST the workflow POS>Zoho Books>eTims and back without actually registering

        • Reporting Tags and COGS

          Is there any way to get COGS recorded against reporting tags? The use cases seems very straightforward to me. If I'm running a P/L report against a specific reporting tag (I use mine for customer type, but it could be used for regions, etc.), the revenue

        • Hide Custom Fields for Customers or Vendors

          For whatever reason, all custom fields added to the Customer module also get added to the Vendor module. This leads to a clunky experience for users, as many custom fields we add only apply to one or the other. There should be a "hide" option to hide

        • Onboarding process

          I urgently need onboarding support. My account still shows trial period.

        • Detailed General Ledger - Display Transaction Description in Reports

          Hi Zoho Team, I'm currently using Zoho Books and have a question regarding the Detailed General Ledger report. When we enter a description or narration in transactions (Bills, Journal Entries, Expenses, etc.), the report does not display this description.

        • Zoho Mail Does Not Integrate with Analytics

          Hello everyone, Just wanted to make a quick post about the problem with zoho mail. Currently it does not connect to Zoho Analytics, which I think is crazy considering both of these applications have existed for a long period of time. Even zoho voice a

        • Net ##th Terms (e.g. due on the following 15th)

          I have a client who pays me twice monthly per our contract. It would be helpful to have terms on my invoices where the invoice is due on the 15th or the 30th of the same or the following month.

        • View Answer Bot conversations?

          We are trialing Zia and are experimenting with Answer Bot on our knowledge base. So far so good! Management asks me if it is possible to view Answer Bot conversations, the purpose being to look over its shoulder and confirm that it is working as des

        • Project status update visibility within a project

          Currently the only place within Zoho projects to see status updates for a given project is actually not in the project it's self it's in the Collaboration section and then by searching for a given project and clicking on the status tab. It would be great

        • Using custom CRM fields

          I have created a series of fields in the Deals module that need to be linked to fields in a contract I have customized. I can only see how to map standard fields, not the custom ones. How do I do this?

        • Como limitar o Zia Agent?

          Geralmente quando estamos criando um agente de IA no ZIa Agent Studio, colocamos o que ele deve fazer, utilizando as instruções que colocamos no Knowledge Base. Mas como colocamos limites que não devem ser ultrapassados? Para isso utilizamos os Guardrails,

        • An important update for Zoho Cliq desktop users

          The latest version of the Zoho Cliq desktop app (v1.8.0) will no longer be supported on macOS 10.15 Catalina and earlier versions. This is because the framework we use (Electron) no longer supports some older macOS versions. If you’re using macOS 10.15

        • All new Address Field in Zoho CRM: maintain structured and accurate address inputs

          Availability Update: 29 September 2025: It's currently available for all new sign-ups and for existing Zoho CRM orgs which are in the Professional edition exclusively for IN DC users. 2 March 2026: Available to users in all DCs except US and EU DC. 24

        • Zoho Flow - Zoho Desk trigger "Ticket created or updated" overrides Department

          Just in case anyone else has this issue. We had a Zoho Flow with the Zoho Desk trigger "Ticket created or updated". In the trigger I had selected a Department (Sales). What happens is that the Department ID (Sales) is submitted as part of the request

        • Layout rules in Zoho FSM

          As titled, is there an item in the pipeline or an ETA for the implementation of layout rules in Zoho FSM? Similar to how they work in Zoho CRM https://help.zoho.com/portal/en/kb/crm/customize-crm-account/customizing-page-layouts/articles/create-conditional-layouts

        • 2026 Product Roadmap and Upcoming Features

          This is your guide to what is coming in Zoho Vertical Studio throughout 2026. We’ll update this post throughout the year as items move from development to release, and as and when new initiatives are added. Once a feature is released, it will be reflected

        • Introducing Canvas templates: Design once, apply everywhere

          Greetings all! We're happy to introduce Canvas templates, a Forms view enhancement that enables you to design form layouts just once and apply them seamlessly across multiple modules. Imagine you use five CRM modules (Contacts, Deals, Leads, and more),

        • Zoho Projects - Will there ever be a send email feature in Zoho Project?

          Hi team, Are there plans to or will there ever be a sendemail feature in Zoho Projects, brining it in line with other similar platforms like Asana, ClickUp and Monday? I know that you can add comments via email to a specific task, but I believe this only

        • Why cant i see the Campaigns module in my Zoho app

          I am on the ZOHO CRM Standard edition. I can clearly see and use the Campaign module when viewing the ZOHO CRM desktop. When I switch to my phone, the Campaign Module does not show. I have gone through all the settings I can think of, but I still can't

        • 📣 Ask the team behind Zoho SalesIQ: Summer '26 Q&A

          Hi everyone! Following our recent webinars, Summer '26 Release: What's New in Zoho SalesIQ—where we walked you through all the new features, what they do, and how they work—and Driving the AI Evolution: Building Smarter Customer Experiences with Zoho

        • Always display images from this sender – Is this feature available?

          In Zoho mail, I had my "Load external images" setting set to "Ask me", and that's fine. That's the setting I prefer. What's not fine though is I always need to tick "Display now" for each email I get, regardless if I've done that multiple times from several

        • Set Custom Icon for Custom Modules in new Zoho CRM UI

        • Displayed sample tracking for multi branch setup.

          We have multiple branches and one of the biggest challenges for us to be able to track if a particular item is in display or not. I am shooting in the dark but I am wondering if there is a solution for the following : Each product used for display is

        • How do I migrate from Office 365 to Zoho Mail?

          Check out Advik Email Migration Wizard, this software is specially developed to move mailboxes from Office 365 to Zoho Webmail. In addition you can migrate from Gmail, Yahoo, Rediffmail and 80+ webmail servers to ZOHO MAIL. Isn't it amazing? This is an all in one email migration solution. Steps to export emails from Office 365 to Zoho Webmail are as follows; Run Advik Email Migration Tool in your system. Select Office 365 as source and enter its login credentials. Select mailbox folders and choose

        • Connection Issues

          Morning. Seems like a few of my colleagues that are offsite are having issues with connection to cliq, even when their internet is working perfectly fine and only 1 person onsite has issues. Can you please explain? Thanks

        • Goals API - Zoho People

          Hi Team, I would like to get the API details for retrieving organisation-wise Goals from Zoho People. Currently, I am able to retrieve individual employee goals using the following API: https://people.zoho.com/api/v3/performance/goal/{emp_id} However,

        • Backorder process review - Automating Removal of Sales Order from "On Hold" When PO is Received

          Hello Zoho Inventory Team, Currently, sales orders in On Hold status are released only when the bill for the purchase order is created. In our workflow, it would be much more efficient if the sales order could automatically move out of On Hold as soon

        • Cliq iOS can't see shared screen

          Hello, I had this morning a video call with a colleague. She is using Cliq Desktop MacOS and wanted to share her screen with me. I'm on iPad. I noticed, while she shared her screen, I could only see her video, but not the shared screen... Does Cliq iOS is able to display shared screen, or is it somewhere else to be found ? Regards

        • Which Is the best online store to buy office furniture in Australia ?

          The most important part of your office is the office furniture. Your office is not complete when you have not put the required furniture in place. You need a furniture in your office so that you and your employees have desks, tables, and chairs which

        • Add "Product Code" as available column and search criteria for Assemblies

          Hi Zoho Community. For product (item) assemblies, it would be helpful to be able to create a custom view search criteria that limits the view by product code or perhaps product category. Currently, Product Code is not an available option to display as

        • What's New - July 2026 | Zoho Backstage

          Hello everyone, We hope you’re having an expectation-exceeding event experience! We’ve been hard at work bringing you a bunch of enhancements designed to make event management even easier. Let’s take a look at what’s new in Zoho Backstage. Export delivery

        • Delete Field that is used in a Zoho Flow connection

          I'm trying to delete a Field used in a Webhook created by Zoho Flow with CRM Connection and i get the following alert: When going to the alert i get to the following issue, can't edit it since its been deployed by a pluggin But yes i have here the prompted

        • Q3 USA ZUG Meetups - Build AI Agents with Zoho

          Hi everyone! What if you could build your own AI agent from scratch in just one session? That's exactly what we're going to do at the upcoming ZUG Meetups across the United States, where you'll get hands-on experience with Zia Agents and explore how AI

        • Data Export is forcing Creation/Modified date just like reports

          The data export now forces you to select a created or modified date. There is not an All-Time option. This severely cripples the whole function of data export for audit purposes. If the data export (or reports for that matter), requires a date, there

        • Default ticket template in helpcenter

          Hello, I have a web form and a ticket template created. How can I make that my default ticket template? If an user clicks New ticket or create a ticket, I want that template to be the default one. Thank you for the time and info.

        • Zia Agents looks promising, but I still cannot deploy my first agent or connect WhatsApp after weeks of support tickets

          Hi Everyone, I am posting here because I am stuck and need practical help from someone who has successfully deployed a Zia Agent with WhatsApp. Zia Agents looks like a very promising product. I have watched the platform expand quickly, and I have noticed

        • Valid characters for use in email addresses using Zoho's apps/APIs

          We have found an issue with the + sign character in zoho subs - we are allowed to create a customer with an email address that has a plus sign but the API doesn't allow the + so the billing portal is not created. We are going to prevent users from using

        • Next Page