CRM Help

Facebook Integration

With Facebook in Zoho CRM you can access the customer information and gain customer intelligence that is required before you contact a person. You can use your own Facebook account to authenticate and then associate Facebook profiles of your leads and contacts to the Zoho CRM records. This helps you keep track of the social activities of your leads and contacts to get insights on the various updates and new business opportunities.

Availability

Profile Permission Required: Users with the Social Integration permission in profile can access this feature.

Note

  • It is recommended that you use your official Facebook account for authentication and to use this feature.
  • The Facebook Integration is available only for the Leads and Contacts module.
  • There is no limitation on the number of users who can access this feature.
  • Data from a Facebook profile will be available based on the account/data sharing settings.
  • If the organization-specific Social Integration is set up, the leads'/contacts' profile association will be used to sort the social interactions in Customers, Potential Contacts, or Leads/Contacts column in the Social tab. See Also Understanding Social Tab

Activate for Users

By default, this feature is activated for all the users with system defined Administrator and Standard profiles. Other profile users can use the Facebook Integration only if they have the Social Integration permission activated in their profile.

Note

  • The Administrator needs to activate/deactivate this feature for users in other profiles. Refer to the steps given below to activate the feature for other profile users.
  • In the Free Edition, you do not have the option to create profiles. All of the 3 free users will have the Administrator profile.
  • Only if you have more than one user in your Zoho CRM account, will the Profiles link be available under Setup in the Paid Editions. See Also Managing Profiles

To activate Social Integration for users

  1. Click Setup > Users & Permissions > Profiles.
  2. In the Profiles page, click the Edit link for the profile for which you want to enable the Facebook Integration.
  3. Under General Permissions, select the Social Integration check box.
  4. Click Save.

Authenticate With Facebook

The first step is to authenticate yourself with Facebook account credentials within CRM account which is a one-time process. After authenticating you will be able to associate the Facebook profiles of leads and contacts.

As this is a user-specific feature, each user is required to authenticate themselves with their Facebook login credentials in their Zoho CRM account. If required, you can later revoke the authentication. See Also Deactivate Facebook Integration

To authenticate with Facebook

  1. Click the Leads/Contacts tab.
  2. From the list of leads/contacts, select a record.
  3. In the Lead/Contact Details page, click (Facebook icon)
  4. In the popup screen, click Log in to Facebook.
  5. In the popup window, specify your Facebook Email and Password for authentication.
  6. Click Get App. The Facebook permissions are listed.
  7. You can select the permissions and click Allow.
    The Facebook account will be associated to your CRM account.

Associate Facebook Profiles with Leads/Contacts

After authenticating, you can associate the Facebook profiles to the leads/contacts in CRM and perform the following set of actions:

  • View the Facebook profile along with the Education, Experience, Wall posts etc. of the leads/contacts.
  • View wall posts of the leads/contacts.
  • Post on the contact's Facebook wall.
  • Post comments for the updates.
  • Like or unlike the Facebook updates.

To associate a profile with a CRM lead/contact

  1. Click the Lead Contacts tab.
  2. From the list of leads/contacts, select a contact to which you want to associate the Facebook profile.
  3. In the Lead/Contact Details page, click (Facebook icon)
    If there is a profile matching the lead's/contact's email address, it will be automatically associated. If not, the profiles will be listed based on the name.
  4. Click Associate corresponding to the profile that you want to associate to the lead/contact.
    You can disassociate or change the Facebook profile anytime.

Note

  • Facebook profiles will be searched based on the the first name and last name of the lead/contact.
  • All the matching Facebook profiles that do not have the Public Search option enabled, will not be listed in your search results.
  • If the organization-specific Social Integration is set up, the leads'/contacts' profile association will be used to sort the social interactions in Customers, Potential Contacts, or Leads/Contacts column in the Social tab. See Also Understanding Social Tab

Remove Facebook Profile Association

When you do not want the Facebook profile to be associated to a lead/contact, you can disassociate them. Later, if required, you can again associate the profile to the lead/contact.


To remove Facebook profile association

  1. Click the Lead/Contacts tab.
  2. From the list of lead/contacts, select a record for which you want to disassociate the Facebook profile.
  3. In the Lead/Contact Details page, click (Facebook icon)
    The associated Facebook profiles will be available.
  4. Click Disassociate.

Deactivate Facebook Integration

When you no longer want to use the Facebook Integration, you can revoke the authentication and deactivate the integration.

To deactivate Facebook integration

  1. Sign in to your Facebook account.
  2. Go to the Facebook's Account Settings > Apps.
    The applications you have authorized to interact with your Facebook account will be listed.
  3. Select the Zoho CRM app and click the Remove App link.
  4. In the pop-up window, click Remove.
    The Facebook integration will be deactivated. If you want to use this feature again, you need to authenticate yourself with Facebook. See Also Authenticate Facebook Integration

Note

  • After revoking the access, it will take around 30 minutes to see the changes in your CRM account.
  • There is no option inside CRM to revoke the Facebook Integration.

Add Facebook Profile Image

You can add the leads' and contacts' Facebook profile images to your CRM account in just a click.

To add Facebook profile image

  1. Click the Lead/Contacts tab.
  2. From the list of lead/contacts, select a record for which you want to add the Facebook profile image.
  3. In the Lead/Contact Details page, click  (Facebook icon)
    The associated Facebook profile will be available.
  4. Click on the profile photo.
    The image will be added to the lead/contact in Zoho CRM.

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