Which plan do I need for Zoho CRM sync?
CRM sync is a Pro plan feature, and the 7-day trial includes it. On Starter and Growth you cannot connect Zoho CRM until you upgrade. See the pricing page for current plan prices.
CRM integration
Zoho CRM sync for Instagram, WhatsApp and Messenger leads
The short answer
Instant Reply looks up a Zoho CRM contact by the lead's email, then phone number. It updates the match or creates a contact, filling first and last name, email, phone and lead source, and writes the latest message and a conversation link into the Description field. Pro plan, trial included.
Last verified
What gets sent to Zoho CRM
This is the default field map. In the workspace you can switch individual fields off or, where Zoho CRM allows it, point them at another destination. Empty values are skipped.
| Instant Reply has | Lands in Zoho CRM as | Mapping screen also allows |
|---|---|---|
| Name | First and last name (split on the first space) | Description instead |
| Description instead | ||
| Phone | Phone | Description instead |
| Source | Lead Source | Description instead |
| Latest message | Description | Fixed |
| Conversation link | Description | Fixed |
| Customer interest and preferences | Description | Fixed |
Set up
- 1Open Integrations in your workspace and choose Zoho CRM.
- 2Approve the Zoho OAuth screen. Instant Reply uses the data centre your Zoho account belongs to.
- 3Optionally change the field map, then leave sync switched on.
Plan and limits
- Included on Pro ($349/month, $3,490/year) and during the 7-day trial.
- Not available on Free, Creator, Starter, Growth or the developer plans.
- Owners and admins connect the CRM. Members can see each lead's sync status.
What the Zoho CRM connector does not do
- It only sends data out. Changes you make in the CRM do not flow back into Instant Reply.
- It does not copy the whole message thread. It sends the latest message and a link back to the conversation.
- It writes the Contacts module only. It does not create Zoho leads, accounts or other modules.
- The Description field is overwritten by the newest sync rather than appended to.
Zoho CRM sync questions
When does a conversation sync?
Once Instant Reply treats a conversation as a lead and it appears in the Customers view. After that, the sync runs again as new customer messages arrive, so the record reflects the latest message.
How does matching work in Zoho CRM?
Instant Reply searches Contacts by email, then by phone number. If it finds one, it updates that contact; otherwise it creates a new one. A lead that arrives with no name is created as a contact called "Unknown".
Where does the conversation context go in Zoho?
Into the contact's Description field: the latest message, the conversation link and any saved interest or preferences you have chosen to send.
Does Zoho CRM sync work across Zoho data centres?
Instant Reply stores the API domain Zoho returns when you connect, so the account's own data centre is used for every call.
Does Zoho data come back into Instant Reply?
No. The sync is outbound only.
Keep reading
- CRM integration feature page. The sync workflow and field mapping in one place.
- Pricing and plan limits. Pro is the plan that unlocks CRM sync.
- HubSpot sync. Updates matching records.
- Pipedrive sync. Updates matching records.
- Notion sync. Adds a new entry per sync.
- Airtable sync. Adds a new entry per sync.