CRM Help

Twitter Integration

With this integration you can quickly refer to the tweets of your leads and customers inside CRM and also use it as one of the effective channels for better customer relationship and engagement. You can use your own Twitter account to authenticate and then associate Twitter profiles of your leads and contacts to the Zoho CRM records. This helps you keep track of the social activities of your customers 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 Twitter account for authentication and to use this feature.
  • The Twitter Integration is available only for the Leads and Contacts module.
  • There is no limitation on the number of users who can access this feature.
  • If the organization-specific Social Integration is set up, the leads'/contacts' profile association will be used to sort the interactions in Customers, Potential Contacts or Leads/Contacts column in the Social tab. See Also Understanding Social Tab

Activate for Users

Users can access this feature only if they have the Social Integration permission activated in their profiles. By default, this profile permission is activated for all the users with system defined Administrator and Standard profiles. For other users, the Administrator needs to provide the Social Integration profile permissions.

Note

  • The Administrator needs to activate/deactivate this features for users in other profiles. If you are an administrator, 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, so all the 3 free users have the Administrator profile and the Twitter Integration will be activated for them.
  • 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 provide profile permission for users

  1. Log in to Zoho CRM with Administrator profile.
  2. Click Setup > Users & Permissions > Profiles.
  3. In the Profiles page, click the Edit link for the profile for which you want to enable the Twitter Integration.
  4. Under General Permissions, select the Social Integration check box.
    Please note, the General Permissions section will be available only in the custom profiles that you create. The system defined Administrator and Standard profiles will have the feature activated, by default.
  5. Click Save.

Authenticate With Twitter

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

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

To authenticate with Twitter

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

Associate Twitter Profiles with Leads/Contacts

After authenticating, you can associate the Twitter profiles to the leads/contacts in CRM. The profiles will be searched based on the full name of the lead/contact. If you know the Twitter handle, you can directly use it to associate the profile to the lead/contact. Also, if you have already mentioned the Twitter handle in the Twitter Field, the twitter handle will be automatically associated to the lead/contact. Once the profile is associated, you can perform the following set of actions:

  • View the Twitter profile of the leads and contacts.
  • View your customers' Twitter followers and people whom they are following
  • Follow or Unfollow
  • Tweet and Retweet
  • Reply to the tweets of leads/contacts
  • Mark tweets as Favorite
  • Mention leads/contacts in tweets

To associate a profile with a CRM lead/contact
(When you do not know the Twitter handle)

  1. Click the Lead/Contacts tab.
  2. From the list of leads/contacts, select a contact to which you want to associate the Twitter profile.
  3. In the Lead/Contact Details page, click(Twitter icon)
    Based on the full name, the matching profiles will be listed.
  4. Click Associate corresponding to the twitter handle that you want to associate to the lead/contact.
    You can disassociate or change the Twitter handle anytime.

To associate a profile with a CRM lead/contact
(When you know the Twitter handle)

  1. Click the Lead/Contacts tab.
  2. From the list of leads/contacts, select a contact to which you want to associate the Twitter profile.
  3. In the Lead/Contact Details page, click(Twitter icon)
    Based on the full name, the matching profiles will be listed.
  4. Click the Do you know [Module's] twitter username? link and specify the Twitter handle.
  5. Click Associate corresponding to the Twitter handle that you want to associate to the lead/contact.
    You can disassociate or change the associated Twitter handle anytime.

Note

  • If the Twitter handle is specified in the Twitter field for a lead or contact, the corresponding profile will be automatically associated to the record.
  • Twitter profiles are searched based on the full name of the lead/contact.
  • If the organization-specific Social Integration is set up, the leads'/contacts' profile association will be used to sort the interactions in Customers, Potential Contacts or Leads/Contacts column in the Social tab. See Also Understanding Social Tab

Remove Twitter Profile Association

When you do not want the Twitter 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 Twitter 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 Twitter profile.
  3. In the Lead/Contact Details page, click(Twitter icon)
    The associated Twitter profile will be available.
  4. Click Disassociate.

Note

  • The profile association can also be removed if you delete the Twitter field's value.

Deactivate Twitter Integration

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

To deactivate Twitter integration

  1. Sign in to your Twitter account.
  2. Go to the Twitter's Settings > Apps.
    The applications you have authorized to interact with your Twitter account will be listed.
  3. Click Revoke access for the Zoho CRM app.
    The Twitter integration will be deactivated.

Note

  • There is no option inside CRM to revoke the Twitter Integration.

Add Twitter Profile Image

You can add a lead's or contact's Twitter profile image to your CRM account in just a click.

To add Twitter profile image

  1. Click the Leads/Contacts tab.
  2. From the list of leads/contacts, select a record for which you want to add the profile image.
  3. In the Lead/Contact Details page, click(Twitter icon)
    The associated Twitter profile will be available.
  4. Click on the profile photo.
    The image will be saved on your local drive. You can upload the image to the lead/contact in Zoho CRM.

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