# User Manual – Callpicker Extension For Zoho CRM
# **Summary**
This document describes the functionality, scope, and setup process of the Callpicker Extension for Zoho CRM. Its purpose is to facilitate the automated logging of calls and the creation of leads (potential customers) within the Zoho CRM platform.
# **Glossary**
## **Zoho CRM Extension**
A Zoho CRM extension is a tool or integration that expands the platform’s native features, allowing it to connect with external systems (such as Callpicker), automate processes, or add custom functionalities. These extensions can be:
* **Developed by Zoho** (e.g., integrations with Mailchimp or WhatsApp).
* **Created by third parties** (such as specific solutions for call logging).
* **Customized** through APIs or the Zoho Marketplace.
In this context, the “Callpicker for Call Logging” extension acts as a bridge between the phone system and Zoho CRM, automatically synchronizing call and lead data.
:::info
It is important not to confuse the Callpicker extension for Zoho with voice service extensions, as they may seem similar but refer to different contexts.
:::
# **Installation**
The following are the steps required for the proper installation of the **Callpicker – Call Logging** extension.
## **Prerequisites**
### **Zoho CRM**
* You must have a Zoho CRM account with **Administrator** or **Super Administrator** permissions.
* The Zoho account must belong to the [**Zoho data center**](https://help.zoho.com/portal/en/kb/accounts/manage-your-zoho-account/articles/data-center-for-zoho-account) located in the United States (i.e., the domain should be ***.com***). If the account belongs to another data center (such as *.eu*, *.ca*, etc.), the integration cannot be installed.
### **Callpicker**
* You must have a Callpicker account with access to integrations.
* The following Callpicker features must be enabled (contact Callpicker support if needed):
* API access
* Call webhooks
* The following API scopes must be enabled:
* calls
* extensions
* webhooks
#### **Optional**
* The “Preferred trunk for outbound calls by extension” feature should be enabled (only applies if you plan to [filter Callpicker trunks in the extension settings](https://callpicker.getoutline.com/s/c4ab9a28-eee2-412b-b0c9-5c109758b368#h-register-calls-from-specific-callpicker-numbers)).
* The “Disable call recording” feature should be turned **off** (only applies if you want to [display call recordings](https://callpicker.getoutline.com/s/c4ab9a28-eee2-412b-b0c9-5c109758b368#h-show-call-recordings-in-zoho-crm)).
## **Installation Procedure**
1. Go to the Zoho Marketplace.
2. Search for “Callpicker for Zoho CRM” and click Install.
3. On the installation window, accept the ‘Terms of Service’ and the data usage authorization, and click Continue.
4. Wait for the installation process to finish (this may take a few seconds), and then continue with the configuration.
# **Configuration**
This section explains the step-by-step process for configuring the Callpicker extension for Zoho CRM. Here you will find:
* **Basic configuration**: Initial connection and authorization between platforms.
* **Advanced configuration**: Customization of synchronization rules and additional options.
Follow each instruction carefully to ensure the integration functions correctly and is tailored to your organization’s needs.
## **Accessing the Integration Settings**
Once the Callpicker extension for Zoho CRM is installed, you should be redirected to the configuration section. If not, you can access it manually by clicking the “Settings” button.
You can access this form anytime you need to make changes to the behavior of your extension. To access it again from anywhere within Zoho CRM, follow these steps.
1. Click the “Marketplace” button located in the upper-right corner of the Zoho CRM interface.
2. Click the “Installed” tab.
3. Locate the extension named “Callpicker For Zoho CRM”.
4. Click the “Settings” button.
## **Connect the Extension to Your Callpicker Account**
In order to log Callpicker calls into your Zoho account, the extension needs access to the Callpicker API. This requires your Callpicker API credentials. You can obtain these credentials from: **Developers** → **API Functions.** You will need the **Client ID** and **Client Secret.**
These credentials will be requested on the first screen of the extension’s configuration form. Fill in the required fields and click “Connect”.
During this process, the system will attempt to connect to the Callpicker API. If any of the prerequisites are not met or an error occurs while verifying the information, an error message will be displayed indicating that the connection could not be established. Additionally, an option will appear to start a conversation via WhatsApp with the Callpicker support team.
## **Zoho API Console Application Authorization**
After connecting your Callpicker account, the next step is to authorize a special Zoho CRM application. This authorization is required to allow the extension to interact with the Zoho API and create records such as leads or contacts.
Once the Callpicker credentials are validated, a prompt will appear requesting authorization for the Zoho API Console application. Click **“Continue”** to proceed. You’ll be redirected to a Zoho window where you can grant the necessary permissions
You will then be redirected to a new tab to continue the process. On this page, follow these steps to authorize the API Console application:
1. Select the organization where the application will be installed (this only applies if your account manages more than one organization).
2. All the permissions required for proper call logging and lead creation will be listed. You must accept these permissions by clicking the “Accept” button. This will complete the authorization process.
3. You will be redirected to a new page showing the status of your authorization.
1. If everything was successful, you will see a confirmation page indicating the authorization was completed. You can use the “Close and Return to Zoho CRM” button to go back to the tab where the extension settings are located.
2. In case of an error during the authorization process, the page displayed will show an error message indicating that the organization could not be authorized. On this page, you will also find two options to contact Callpicker support for assistance.
4. Upon returning to Zoho, you will see a new form for the basic configuration.
:::info
When you return to the extension’s configuration tab, you may see an alert indicating that the authorization is being validated. This happens because the status cannot be updated in real time and may take up to 10 seconds to update automatically.
:::
## **Basic Configuration Form**
As the name suggests, this form is designed to allow basic modifications to the call logging workflow. The available modifications include:
### **Language**
#### **Feature Description**
Allows you to change the language of all labels on new call records. Currently, the extension supports two languages:
* English
* Spanish (default)
#### **How to Configure**
In the form, you will see a selection with the two languages listed above. Simply click on the language you want to use and then press the “Save” button.
### **Phone Number Format**
#### **Feature Description**
This setting determines the format in which phone numbers will be displayed for all logged calls. You can choose from three options:
* **10 digits**: A simple format commonly used for national numbers.
* **12 digits**: A format that typically includes the country code.
* **E.164**: The international standard for phone numbers.
#### **How to Configure**
The process is similar to the language setting. In the form, you will see a selection with the three options listed above. Simply click on the desired format and then press the “Save” button.
:::info
It is not necessary to save each basic configuration option individually; you can modify both options and then use the Save button to apply the changes.
:::
## **Change Callpicker Credentials**
This is a link available in the basic configuration form, which allows you to change the Callpicker account linked to your extension.
:::warning
Please note that returning to the Callpicker account connection form will erase all your current settings, including both basic and advanced configurations. In any case, you will be prompted for confirmation before proceeding with this action.
:::
## **Advanced Configuration Form**
The **basic configuration form** includes a link to access the **advanced configuration form**. This section is designed to enable specific features tailored to the unique requirements of your organization, offering **five customizable options**.
### **Register Calls from Specific Callpicker Numbers**
#### **Feature Description**
This is an **optional** feature that allows you to specify which Callpicker phone numbers should register calls in Zoho CRM. By default, if no filter is applied, **all calls** from **all Callpicker phone numbers** will be registered.
#### **Limitations**
* If you apply this filter and later acquire new Callpicker numbers, you must update the extension configuration for the integration to work with the new numbers.
#### **Considerations**
* All calls made or received from **unselected numbers** will be ignored.
* By default, both inbound and outbound calls are registered in Zoho CRM. However, using this number filter may prevent **outbound calls** from being logged, since Callpicker determines the trunk used for the call, which may not be one of the selected numbers.
To avoid this, ensure that the extensions making outbound calls are configured with a [**preferred trunk**](https://callpicker.getoutline.com/s/c4ab9a28-eee2-412b-b0c9-5c109758b368#h-prerequisites) that matches one of the selected numbers.
* If you enable this feature and do not select any number, it will be automatically disabled when you save the configuration.
* If your Callpicker account has no available numbers, activating this feature will trigger an alert. The feature will then be disabled and locked until you reload the page.
#### **How to Configure**
The setup is fairly simple. When you enable the checkbox **“Register calls from specific Callpicker numbers”**, a number selector will appear listing all the Callpicker phone numbers available in your account.
Using this selector, you can choose which Callpicker numbers will be considered for registering calls in Zoho CRM.
### **Search for Leads or Contacts Using Custom Fields**
#### **Feature Description**
This is an **optional** feature that allows you to configure which fields should be used when searching for a phone number within the Leads and Contacts modules.
It is common for organizations to add custom fields in Zoho CRM to meet specific needs, or to stop using some of the default fields — either in the Leads module, the Contacts module, or both.
For this reason, the integration provides the option to configure which fields should be used to search for the phone number in Leads and Contacts, either by adding additional fields or by replacing the default fields.
To use this feature, it is important to have the API names of the fields where you want to perform the additional phone number search.
#### **Limitations**
1. The character limit for each field is 55.
2. You can specify up to 5 fields per module (5 fields for Leads and 5 fields for Contacts).
3. Enabling the feature without specifying any fields will have the same effect as not enabling it at all, as the option will be automatically disabled when saving.
4. It is important to note that when this additional feature is configured, any lead created through the integration will have the phone number placed in the specified fields, and future searches will be performed using those fields.
:::info
If none of the custom fields specified in the configuration exist, the lead will be created but the phone number will not be assigned to any field; it will only be visible in the lead’s last name.
:::
5. To find the API names of Zoho fields, follow these steps:
1. Click the Settings icon in the navigation bar.
2. In the **Developer Center** section, click on **API & SDK.**
3. In the **CRM API** tab, click on **API Names**.
4. Select the corresponding module (Leads/Contacts).
5. Search for the desired field.
6. Copy the value of **API Name**.
#### **How to Configure**
To enable this feature, simply check the box for “Search leads using custom fields” or “Search contacts using custom fields,” depending on the case.
A field will appear for you to specify the first API name, along with an option to add more fields.
You can specify up to 5 fields per module—that is, 5 fields for searching leads and 5 fields for searching contacts. The fields you specify for leads can be different from those specified for contacts.
### **Send Call Details as a Note in Zoho CRM**
#### **Feature Description**
This is an **optional** feature that allows the automatic creation of notes attached to leads or contacts within Zoho CRM, containing details about the call made.
Below is an example of a note created with the call information:
Additionally, if multiple leads or contacts share the same phone number, an individual note will be created for each of them.
#### **Limitations**
* It is not possible to specify a specific Zoho CRM user as the owner of the note because Zoho CRM does not support this functionality.
#### **Considerations**
* Enable this feature only if your current workflow already accounts for these elements in your call records.
#### **How to Configure**
Simply check the box labeled “Send call details as a note in Zoho CRM” in the configuration form.
### **Show Call Recordings in Zoho CRM**
#### **Feature Description**
This is an **optional** feature that allows call recordings to be included with new call records created in Zoho CRM. By default, this feature is disabled and is **subject to availability in your Callpicker account.**
This feature adds a link to access the call recording in the following places:
* Call record (in the call record description)
* Note creation (within the note content)
* Recording URLs stored in call records (in this case, recordings are **not** added as attachments to leads or contacts)
* Link to listen in the related list on leads and contacts
Below are example images for each of the functionalities mentioned above:
#### **Limitations**
* This option depends on your Callpicker account having call recording enabled. If your Callpicker account does not have access to this feature, attempting to activate it will cause the option to be disabled and locked until you reload the page.
* Additionally, you will see an alert notifying you that you do not have access to this feature.
#### **Considerations**
* If you require this feature, please verify with Callpicker support that the “**Disable Call Recording**” option is not enabled in your Callpicker account, as this will prevent the feature from being activated in the extension.
#### **How to Configure**
Simply enable the option **“Show call recordings in Zoho CRM”**.
# Operation and Scope
This section details the workflow of the Callpicker extension for Zoho CRM, explaining how call data is automatically synchronized with the platform. The process includes:
* **Call capture**: Callpicker logs phone interactions and collects key metadata (number, duration, date/time).
* **Processing**: The data is transformed and validated according to configurable rules before being sent to Zoho CRM.
* **Synchronization**: Leads are created in Zoho, associating the call record with the corresponding lead or contact.
## Call Logging
All incoming and outgoing calls will be automatically logged in the **Calls** module of Zoho CRM, following this flow:
1. **Contact/Lead Search**:
* The integration checks if there is a lead or contact in Zoho CRM associated with the call’s phone number.
* If none is found, a **new lead** is automatically created with that number.
2. **Call Record Creation**:
* A call record linked to the found lead or contact is created.
* The **subject** of the record varies depending on the call type (incoming/outgoing).
* All calls logged by the extension include the tag “Callpicker”.
3. **Duplicate Handling**:
* If multiple leads or contacts share the same number, an **individual call record** is created for each, up to a limit of 5 records per module (meaning only the first 5 leads and/or first 5 contacts found by the configured search criteria will be considered).
4. **Owner Assignment**:
* If a Zoho CRM user exists with the same name as the Callpicker extension involved, that user will be assigned as the **owner** of the record.
* Otherwise, the administrator user who installed the extension will be assigned as the owner.
5. **Metadata and Recordings**:
* The **call record description** includes the following details:
| Field | Description |
|-------|-------------|
| Status | Corresponds to the status Callpicker assigns to the call (may differ from Zoho, do not confuse). Possible statuses are:* Answered
* Missed
* Missed by Agent
* Voicemail
* Auto-attended |
| Date | Corresponds to the date and time of the call. |
| Duration | Duration of the call in minutes. |
| Duration (seconds) | Duration of the call in seconds. |
| Caller | Information about who made the call.For outgoing calls, this corresponds to the Callpicker trunk and the extension name.For incoming calls, this corresponds to the contact’s phone number. |
| Receiver | Information about who received the call.For outgoing calls, this corresponds to the contact’s phone number.For incoming calls, this corresponds to the Callpicker trunk and the extension name. |
| Location | Location determined based on the contact’s phone number connected to Callpicker. |
* The **recording URLs** (if available) are attached to the corresponding leads or contacts.
* Leads and contacts include a related list with call details.
6. **Optional Note**:
* Optionally, a **note** summarizing the call information can be created and linked to the lead or contact.
Here is a series of example call records:
**Incoming calls**
---
**Outgoing calls**
### Limitations
* For missed incoming or outgoing call records, the call description with detailed information cannot be displayed. This is a limitation of the CRM itself and is beyond the scope of the integration.
* Missed outgoing calls can only be identified by the **Subject** of the call, as Zoho CRM has a known limitation that causes the phone number to always be labeled as the **Call Origin** instead of the **Call Destination** in this type of record.
* The visibility of call records in Zoho CRM depends on the account profile type. Standard users can only see the records if they are assigned as owners (see the FAQ section for more details).
* Zoho CRM automatically assigns the "**Created by**" field to the account used during the app installation for all records created by the integration (leads and calls). This behavior cannot be modified.
## Lead and Contact Search
When the integration performs the search for leads and contacts in Zoho CRM to register calls, it checks by default whether the phone number exists in the **Mobile** or **Phone** fields. However, there are a few important points to clarify about this search:
* **The search is performed individually**, since leads and contacts belong to different modules within Zoho CRM. To determine if a lead or contact has the phone number, a search is executed in both modules.
* It is not necessary for the phone number to appear in both fields; having it in just one is sufficient for the lead or contact to be considered a valid match.
* Both modules have default **Mobile** and **Phone** fields in Zoho CRM, which is why the search is performed by default in those fields.
* When searching for national numbers, the search is internally carried out using a 10-digit format. This allows Zoho CRM to include in the search results all leads and contacts that may have the number in a different format (e.g., *E.164 Format*). Some examples of phone number formats that may be included in the search are:
* 4421235555
* 524421235555
* +524421235555
* When searching for international numbers, the search is carried out using the full phone number with the country code (e.g., 12061234567).
## Related Lists
A **related list** in Zoho CRM is a secondary module that displays records linked to a primary record, allowing you to manage relationships between different CRM entities. It shows connected records (e.g., all **Callpicker Calls** associated with a **Contact**).
A related list automatically appears on the primary record's page (as a section).
For this extension, leads and contacts will contain a related list called **“Callpicker Calls”**, which will include the following data:
* Summary
* Duration
* Date
* Callpicker Number
* Extension connected to the call
* Recording
:::info
The related list added by the extension will only display **Callpicker calls**. In Zoho, these calls are specifically marked with the **“Callpicker”** tag.
:::
:::info
For missed calls, it is not possible to display the **Callpicker Number**, **Extension**, and **Recording**. This is because these details are extracted from the call description, which cannot be added to missed calls.
:::
## Lead Creation (Potential Customers)
When a call notification—either inbound or outbound—is received from [Callpicker ICN](https://api.callpicker.com/docs/icn.html#/paths/ICN/post) (listening for the **inbound_call_completed** and **outbound_call_completed** events), the integration searches Zoho CRM to verify whether a lead or contact already exists.
If **no** lead or contact is found, a new lead is created in Zoho CRM, placing the phone number in the following fields—**unless** the optional custom phone-fields feature has been configured:
| Zoho Field | Example Value |
|------------|---------------|
| Lead Name | 4421234567 |
| Phone | 4421234567 |
| Mobile | 4421234567 |
| Lead Source | Callpicker |
:::info
If the custom phone-fields feature is enabled, the phone number will be stored in the custom fields you specified rather than in the default fields shown above.
:::
Below is an example image of a lead created through the integration:
### Considerations
A lead will be created in Zoho CRM only if the following conditions are met:
1. The phone number is **NOT** already associated with an existing lead in Zoho CRM.
2. The phone number is **NOT** already associated with an existing contact in Zoho CRM.
### Lead Owner Assignment
If there is a Zoho CRM user whose name exactly matches the name of the Callpicker extension that made or received the call, that user will be assigned as the owner of the lead. Otherwise, Zoho CRM will assign the lead owner as the administrator user who authorized the installation of the Callpicker app.
:::info
Please note that for this association to occur, the username must be **exactly** the same as the **extension name** (including case sensitivity, numbers, spaces, etc.).
:::
Below is an example image of a lead created with the owner assigned:
**User name in Zoho CRM**
---
**Callpicker extension name**
---
**Lead creation result**
# FAQs
## 1. Can I view call records from other accounts in Zoho CRM?
By default, Zoho CRM accounts can be configured with two profile types: Administrator or Standard. Standard profile accounts cannot view call and lead records created by the integration from other Standard, Administrator, or Super Administrator accounts. Only accounts with Administrator or Super Administrator profiles can see all records created by all accounts in Zoho CRM. Standard profile accounts can only see records (leads, calls) if they are the owners of those records (this also applies to contacts).
## 2. Why are new leads created with each call instead of recognizing existing ones?
This situation may occur due to a configuration error, specifically in the custom lead search fields. Two scenarios may arise:
1. **The provided fields do not exist.** If the fields provided do not exist in the leads module, it will be interpreted as the lead not existing, and therefore a new lead will be created.
2. **The client’s phone number is not in the provided fields.** Even if the provided fields are correct, the phone number might not be present in those fields. In this case, it will also be interpreted as the lead not existing, and a new lead will be created.
## 3. Why are outgoing calls not registered when the Callpicker numbers filter is active?
This is likely because the extensions in your Callpicker account do not have a preferred trunk specified for making calls. This causes Callpicker to arbitrarily select the number for the call connection, which may not be in the list selected in the extension settings. The solution is to specify a preferred trunk that is included in the configured list.
:::info
If you do not have the option to select a preferred trunk, please contact the Callpicker support team.
:::
Another scenario is when the extension does have a preferred trunk, but that Callpicker number is not in the list selected in the extension settings ([**Advanced Configuration**](https://callpicker.getoutline.com/s/15643307-5bc2-4faf-8b97-87152923f091#h-formulario-de-configuracion-avanzada) → [**Register calls from specific Callpicker numbers**](https://callpicker.getoutline.com/s/15643307-5bc2-4faf-8b97-87152923f091#h-registrar-llamadas-de-numeros-callpicker-especificos)). In this case, simply update the list in your settings to include the Callpicker number.