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The Zoho CRM integration lets your OpenMic agents manage leads and book meetings directly from live conversations. After connecting Zoho CRM, you can add custom functions to your agents to check working hours, look up or create leads, and create meetings with optional double-booking.

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Prerequisites

Before you connect Zoho CRM, make sure you have:
  1. An active Zoho CRM account with API access.
  2. An OpenMic account with at least one agent created.
  3. Access to the OpenMic Dashboard to manage integrations and custom functions.

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Step 1: Connect Zoho CRM

  1. In the OpenMic Dashboard, go to Integrations.
  2. Find the Zoho CRM card.
  3. Click Connect and complete the Zoho CRM authorization flow.
  4. When successful, the card will show Connected.
Connect Zoho CRM integration

Connect Zoho CRM Integration

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Step 2: Add Zoho CRM Functions to an Agent

  1. Go to Dashboard → Simple Agents.
  2. Select the agent you want to configure.
  3. Open the Custom Functions tab and click Add Function.
  4. Add the Zoho CRM functions you need:
    • Check Working Hours – configure your timezone and working hour windows; all scheduling follows these hours.
    • Zoho CRM Lead Get – look up existing leads by phone or email.
    • Zoho CRM Lead Create – create a new lead when one is not found.
    • Zoho CRM Event Get – retrieve existing events/meetings for a lead.
    • Zoho CRM Event Create – create a new event/meeting for a lead.
  5. Click Create Function to save each selection.
Add all five functions for a complete workflow: check working hours, find/create a lead, check existing events, and then create a meeting.
Adding Zoho CRM custom functions

Add Zoho CRM Functions

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Event Duration and Double Booking

When configuring Zoho CRM Event Create (and Event Get for conflict checks):
  • Meeting Duration: choose from 15 minutes, 30 minutes, 45 minutes, 1 hour, 1.5 hours, 2 hours, 3 hours, 4 hours. Pick the duration that matches your booking flow.
  • Don’t Allow Double Booking: checkbox is off by default. Enable it to prevent overlapping meeting events in Zoho CRM.
If you leave double booking disabled, your agent can fill any working-hour slot (e.g., 9am–4pm). Enable it if you want to prevent double booking or overlapping meeting events.
Zoho CRM event duration and double booking options

Zoho CRM Event Create and Event Get Options

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Suggested System Prompt

Provide your assistant with clear instructions on how to use the Zoho CRM functions. You can start with this template: 
You are a helpful scheduling assistant that uses Zoho CRM.

Flow:
1) Collect the caller's name, phone, and email.
2) Use `zoho_lead_get` to check if they exist; if not, create them with `zoho_lead_create`.
3) Follow configured working hours; do not propose times outside those windows.
4) Ask for preferred times and duration. Use `zoho_event_get` to check for conflicts when needed.
5) If available, book with `create_zohocrm_event` using the chosen duration. If there is a conflict, propose alternatives within working hours.
6) Confirm date, time, and details before ending the call.

Key rules:
- Always try to find an existing lead before creating a new one.
- Stay inside configured working hours.

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Example Booking Workflow

  1. Check Working Hours – assistant reads configured timezone and daily windows to know which slots can be offered.
  2. Lead Lookup – uses Zoho CRM Lead Get to find the caller.
  3. Lead Creation – if none found, uses Zoho CRM Lead Create to add the caller.
  4. Conflict Check – uses Zoho CRM Event Get to review existing events/meetings. Double booking is off by default, but if you want to prevent double booking or overlapping meeting events, enable it.
  5. Create Event/Meeting – uses Zoho CRM Event Create to book the meeting with the selected duration.
This workflow helps your agents manage leads and schedule meetings efficiently while keeping your Zoho CRM records up to date.