Connecting Zoho CRM

◷ 3 min read↻ Updated 20 September 2026

Connect ITC-CRM directly to your company's own Zoho CRM account — no Zapier, no Make, no middleman subscription. Your conversations stay here, and your sales team sees every lead in Zoho within minutes.

What happens after connecting

Every lead is created in Zoho automatically — from WhatsApp, Instagram, Messenger or your website.
Changing the stage here updates the Lead Status there, using the mapping you choose.
Same salesperson: the lead is assigned in Zoho to the user with the same email address.
No duplicates: a customer who already exists in Zoho with the same phone or email is updated, not copied.
Won deals come back: when a deal in Zoho reaches Closed Won, the lead here becomes Won and the contact becomes a customer.
The Z↗ button in the chat header opens the same record in Zoho.

Steps

Integrations → the Zoho CRM card → Connect Zoho CRM.
Sign in with your company's Zoho account, then press Accept.
You return to Integrations with your Zoho organisation's name on the card.
Review the stage mapping, choose the default owner, then press Save.
Choose what gets sent: only new leads after connecting, or all open leads.

Check which Zoho account the browser is signed in to

If the browser is signed in to another Zoho account — personal or another company's — that account is the one that gets connected. Sign out of it before you press Connect.

Mapping stages and staff

You do not need to create the same stages in both systems. For each stage here you pick the matching Lead Status from your own Zoho list. A sensible default mapping is ready and can be changed.

Staff are matched by email. Leads of anyone without a Zoho user go to the default owner, and their email is listed on the card under “No Zoho account”.

Sync runs in the background every few minutes, and Sync now runs it immediately. Everything that happened is shown in the Sync log at the bottom of the card.

If it does not work

The Zoho CRM card does not appear

The card is shown to the company owner and to anyone allowed to manage integrations. If you are the owner and do not see it, contact support.

Older leads did not reach Zoho

By default only leads created after connecting are sent. Switch “What gets sent” to “All open leads” and save; they are sent in batches of one hundred.

The deal is won in Zoho but the lead here did not change

Make sure the deal stage is Closed Won (probability 100%) and that the deal is linked to a contact with the same phone or email we have here. When you convert a lead in Zoho, create a deal with it. The reason for a mismatch is written in the sync log.

An error appears when pressing Connect

Reload the page and try again after a minute. If it repeats, send the error text to support.

I want to stop the connection

The Disconnect button on the card stops the sync. Nothing is deleted here or in Zoho.