The Zoho CRM Connector app for Freshchat or Customer Service Suite enables seamless access to your CRM data within Freshchat and allows efficient synchronization between the two platforms.
This integration is powered by the Zoho connector app, which links contacts and accounts between Freshchat and Zoho and provides you the flexibility to choose the direction of synchronization.
Note: The term Freshchat used in this article also applies to the Customer Service Suite product.
Prerequisites:
Ensure that you have admin permissions in Freshchat.
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Install the app
- Log in to your account, go to Admin Settings > Marketplace and Integrations > Marketplace Apps.
- Search for the Zoho Connector App.
- Click Install and connect your account.
- Enter the following details:
- Freshchat domain (yourcompany.freshchat.com)
- Freshchat API key
To find your Freshchat API Key, go to Admin Settings > Marketplace and Integrations > API settings.
Complete the Captcha verification to view the key. - CRM domain
- CRM API Key
- Select the agents who will have access to the Zoho configuration.
- Click Install to complete the setup.
- Once the installation is complete, you can view the app icon on the left navigation pane. If you have more than one installed app in your account, the apps will be grouped.
Configure data sync
To synchronize data between the Freshchat and the Zoho CRM Connector app:
- On your Freshchat account, click on the Zoho CRM Connector app (full-page app) icon from the left navigation pane.
- Go to the Data sync tab and click Configure.
- Choose the Account time zone and data center of your account and click Connect.
- Sign in to your Zoho CRM account.
- Grant the app permission to access your Zoho account.
- Once your Zoho account is connected, click Proceed.
- Choose the direction of data flow based on your requirements:
- Zoho to Freshchat: One-way data flow from Zoho to Freshchat
- Freshchat to Zoho: One-way data flow from Freshchat to Zoho
Note: The two-way data flow between Freshchat and Zoho systems is currently unavailable.
- Once you choose the direction, relevant recipes will appear. You can currently sync Contact and Account information between Zoho and Freshchat.
- Choose the fields you want to sync.
- Once the configuration is complete, click Test recipe to verify if the data is flowing.
- If the data flows without issues, enable the recipe's toggle to start.
Manage your account
The Data Sync tab includes the following sections:
Analytics: This section displays the number of successful and failed jobs and the tasks consumed.
Account: You can modify the configured Zoho account or authenticate with another user’s credentials.
Pricing
The Zoho CRM Connector app is a paid add-on priced at $80 per 5000 tasks and aligns with your billing cycle. For example, for a monthly billing cycle, tasks expire monthly or annually for an annual plan.
To purchase the add-on:
- On your Freshchat account, go to Admin Settings > Account and Billing > Plans and Billing > Manage plan.
- Select the number of Connector App Task Packs you wish to purchase.
Please note that you can purchase the add-on only when you have an active subscription with Freshchat.
How are tasks calculated?
Every action block in the recipe constitutes a task. The following table shows the task consumption based on the entity and direction of sync:
| Sync Direction | Entity | Number of Tasks |
Zoho to Freshchat | Create Contact [No Account] | 1 |
| New/Updated Contact [Contact with Account mapped] | 3 | |
New/Updated Company | 1 | |
| Freshchat to Zoho | New/Updated Contact [No Company] | 3 |
| New/Updated Contact [Contact with Account mapped] | 4 | |
Create/Update Company | 2 |