Before you get started with this integration, please make sure that you have whitelisted the Zoho CRM domain to access the Amazon Connect instance. Please follow the steps below:
Once you've whitelisted the Zoho CRM domain, configure Amazon Connect in your CRM account.
To configure Amazon Connect in Zoho CRM, do the following:
To enable Amazon Connect Integration
Once you have enabled the Amazon Connect integration, you will be prompted to log in to your AWS account from Zoho CRM.
Once you have enabled the Amazon Connect integration in Zoho CRM and logged in to your AWS account in Zoho CRM as well as the Amazon Connect softphone, you are ready to use this integration.You will be able to receive incoming calls, initiate outgoing calls and add follow-up activities right within your Zoho CRM.
When you receive an incoming call from a CRM contact via Amazon Connect, you can see a Business Card view of the contact.
At the end of the call, you can add follow-up actions on the Call Ended window and assign tasks to your users.
When an outgoing call is initiated to a contact in Zoho CRM, the call is made via Amazon Connect.
To initiate an outgoing call from Zoho CRM
At the end of every call via Amazon Connect, you can do any or all of the following activities from the Call Ended window in Zoho CRM. These would automatically be associated to the respecitve record.
Calls made, received, missed and unanswered in Zoho CRM via Amazon Connect are automatically logged in the Calls module.
To view call logs
You can make calls directly from your browser without having to use a softphone. Browser calling allows you to make calls directly from CRM without having to toggle between your CRM and Amazon Connect accounts.
By default, your call preferences will be selected as Browser in the call preferences pop-up so that you can make calls via your browser.
You can also make calls through Custom Phone number depending on your requirements.
The Amazon Connect Integration can be disabled at any time. Only the Administrator of the CRM account can disable the integration.
To disable the integration
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