How do I integrate MyOperator with Zoho CRM for click-to-call and automatic call logging?
Quick answer
Match each agent’s email address exactly on both platforms, install the MyOperator PhoneBridge extension in Zoho CRM, enter your MyOperator API credentials, then run User Sync using:
Add the Company ID, which you will get from the MyOperator Panel:
- MyOperator > APIs and Webhook > Calling APIs > Company ID
Calls and recordings start appearing in Zoho CRM within 60 seconds.
When should I use this guide?
Use these steps right after purchasing MyOperator or whenever you reinstall the Zoho PhoneBridge connector. The same flow applies if you migrate to a new Zoho CRM org.
1. What is Zoho CRM?
It is the end-to-end customer engagement suite with all the sales, marketing, and support apps your customer-facing teams need to engage across every touchpoint.
MyOperator PhoneBridge connector empowers users to provide a seamless customer experience and determine the best course of action through personalised contextual interactions via Zoho Sales CRM.
- The agents can initiate calls from Zoho CRM
- Popup notifications will be visible in Zoho CRM for incoming and outgoing calls.
- Live call notification for incoming will show only to users (Agents) who are involved in the call and have access to Zoho CRM.
- All calls will be added as leads and activities in CRM
2. Prerequisites
- MyOperator plan: SUV and above (New Plans); Growth and Scale (Old Plans)
- MyOperator and Zoho admin access
- Enable Webhook InCall and Webhook AfterCall
- Enable click2call
- Email ID of the user on Zoho should be the same as the email ID of the user on MyOperator
- Telephony → install the MyOperator app (used for PhoneBridge outgoing calls)
- Dial method should be Serial-wise or Balanced. We do not support simultaneous call distribution.
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3. Steps to Integrate Zoho CRM
- Use this link: MyOperator Integration Page (MyOperator → APIs & Webhooks → All Integrations)
Alt text: Integrations page on MyOperator panel
- Select Zoho CRM option
- Enter Company ID (You can get the Company ID from MyOperator → APIs and Webhook → Calling APIs)
- Click Integrate, then log in to Zoho CRM
Alt text: Enter the company ID
- Accept the requested permissions (“MyOperator would like to access the following information.”)
- Integration Successful
- In the MyOperator panel, go to MyOperator → APIs & webhooks → Calling Webhooks → Add new (AfterCall Webhook)
- Method: POST
- URL: https://connect.myoperator.com/api/1.1/wf/zoho_aftercall/
- Content-Type: JSON
4. Zoho PhoneBridge Integration
- In Zoho CRM, open Setup → Channels → Telephony and click Marketplace.
- Search “MyOperator PhoneBridge”, click Install, and authorise the requested scopes.
- Log in to MyOperator Panel, go to Integration page or APIs and Webhook → All Integrations → Zoho PhoneBridge.
- Click on the Zoho PhoneBridge CRM logo.
- Enter Company ID, Secret Key, API Token, IVR ID
- You can get details from MyOperator → APIs and Webhook → Calling Webhooks
- For IVR ID, go to MyOperator → Calls → Outgoing → Campaign → Create Campaign (Peer to peer) and add details
- Set Name, Time and days. Copy the Public IVR ID.
- Click the Integrate button.
- You will be redirected to the success page.
- Copy the URL from the success page and go to MyOperator → APIs & Webhooks → Calling Webhooks and click Add New.
- Select AfterCall webhook; method “POST”
- Add the URL: https://connect.myoperator.com/api/1.1/wf/phonebridge_aftercall/
- Set Content Type to “JSON”
- Press Save
- Select InCall webhook; method “POST”
- Add the URL: https://connect.myoperator.com/api/1.1/wf/phonebridge_incall/
- Set Content Type to “JSON”
- Press Save
Alt text: Adding AfterCall webhook
5. How the integration works
Alt-text: Zoho CRM, PhoneBridge, and MyOperator handshake during click-to-call and call logging
How incoming calls are processed
MyOperator searches Leads in Zoho CRM using the customer's phone number.
- Lead doesn’t exist: MyOperator adds the Lead and Activity in CRM.
- Lead exists: MyOperator adds the Activity and links it to the existing Lead.
How outgoing calls and Click-to-Call work
- In Zoho CRM, click the grey phone icon next to any Lead/Contact number.
- MyOperator dials the agent first, then bridges the customer.
- When the call ends, MyOperator pushes a “Call – Outgoing” activity to the same Lead/Contact.
Result:
- Call linked to the record that originated the Click-to-Call.
- If the agent dials from the MyOperator panel, the lookup follows the same logic as for incoming calls.
6. Synchronising users
If a new user is added in Zoho CRM, a user sync is required. If a new user is added in MyOperator, there is no need to sync users.
Go to:
- Enter Company ID (You can get the Company ID from MyOperator → APIs and Webhook → Calling APIs)
- Click the Sync User button; users sync successfully
7. When synchronisation does NOT work?
Scenario | Result | Fix |
|---|---|---|
Email differs by even one character or case | User appears as “Unmapped”; calls attach to “Unknown User” record. | Edit the email in either system so they match. |
User exists only in Zoho | Sync skips that user. | Create a user in MyOperator, then Resync Users. |
User made “Inactive” in Zoho | Sync drops mapping; past call logs stay, but no new logs. | Reactivate the user or delete the mapping. |
8. Activity fields pushed to Zoho CRM
Field (Zoho) | Notes |
|---|---|
Call From | 10-digit caller’s number |
Call Type | Inbound/Outbound |
Related to | Existing lead |
Call_Start_Time | Start time of call |
Duration (sec) | Ring + talk time |
Subject | [Outbound/Inbound] Call from [Caller’s number] |
Description | Department Name: [Department Name], Status of call: [Status of Call], Call duration: [Duration of call], Call start time: [Start time of Call], Call end time: [End time of call], Recording URL: [Recording URL if available], UID: [Unique ID of call], Agent: [MyOperator’s agent name] |
9. Lead Fields
Zoho Lead Field | What MyOperator writes |
|---|---|
Lead Owner | The agent/user who has picked up or missed the call; the last agent becomes the lead owner. If no owner is found by email, the default owner (first Zoho user) is assigned. |
Phone | 10-digit caller’s number |
Lead Name | 10-digit caller’s number |
Description | Department Name: [Department Name], Status of call: [Status of Call], Call duration: [Duration of call], Call start time: [Start time of Call], Call end time: [End time of call], Recording URL: [Recording URL if available], UID: [Unique ID of call], Agent: [MyOperator’s agent name] |
10. Expected outcome
After a successful setup, you should see:
- Green “Synced” badge beside every mapped user.
- A phone icon next to every phone-number field in Zoho CRM (click-to-call).
- Real-time pop-ups for inbound and outbound calls.
- A completed Call activity under the relevant Lead/Contact, including duration, recording URL (if enabled), and disposition.
Verification checklist:
- From any phone, call your MyOperator number.
- During ringing, open Zoho CRM → Leads → “Recently Created”.
- Confirm that either:
- The existing Lead opens with a live call popup, or
- A new Lead with the caller’s number appears.
- End the call; refresh the Lead’s Activities sub-tab.
- Confirm the call log shows Duration, Recording URL, and MyOperator_Call_ID.
11. When does the integration fail?
Scenario | What breaks | Quick fix |
|---|---|---|
Email mismatch (even capitalisation) | Calls log to “Unknown User” | Edit the email on both systems → Resync Users |
Missing PhoneBridge licence | No pop-ups or call logs | Buy extra licences or deactivate unused agents |
Webhook URL typo | Calls not logged | Copy URLs exactly as given in the wizard |
MyOperator user absent | User ignored during sync | Create the user in MyOperator first |
12. Troubleshooting
Problem | Try this |
|---|---|
No call pop-ups | Check browser notifications and popup blocker; verify InCall and AfterCall webhooks |
Call logs missing | Confirm the webhook URLs in MyOperator: APIs and Webhook → Calling Webhook → Add New |
Click-to-call dialler does nothing | The agent is offline in MyOperator; make them “Available” and retry |
New Zoho user is invisible in the list | Press Resync Users; clear browser cache; make sure user email matches exactly |
Keywords: MyOperator, Zoho CRM, PhoneBridge, click-to-call, call logging, user sync, webhook, API token, resync
Updated on: 12/01/2026