CRM Help

Associate Company's Social Media Accounts

In order for you to start using Social tab, your Zoho CRM account must be configured with any or all of your organization's Facebook, Google+ Pages or your Twitter handles. The configuration can be performed only by a user with an Administrator profile in your CRM account. Once configured, the administrator can choose the extent of access that each profile can have for the Social tab. See Also Managing Profiles

When you access the Social tab (without already having configured a social media account) you will see the Welcome screen, from which you can begin adding your social media accounts.


Once you configure any or all of these social media accounts (Facebook, Twitter or Google+), the Social tab will be updated with social media posts from your contacts.

Also, the Leads and Contacts will have a new Related List called Social Interactions in the record's details page. All Twitter, Facebook and Google+ interactions associated to the lead/contact will be displayed in this related list.

Note

  • Only Administrator profile users can configure social media accounts with Zoho CRM.
  • Non-administrator profile users who have access to the Social tab for their profile, but no permissions granted to them under the Social Settings will be able to see the Social tab but no data under it. They will be requested to contact their Administrator for the required permissions.

Availability

  • Available in: Professional and Enterprise Editions
  • Permission Required: Social Admin Permission (enabled for Administrators by default)

Add Facebook Page

With your Facebook company page associated to Zoho CRM, you can perform the following set of actions from within CRM.

  • Publish status updates.
  • View your posts as well as comments and likes on your posts.
  • Like a post.
  • Make a comment on a post.
  • Receive and reply to messages on the Page.

To add a Facebook page

  1. Log in to Zoho CRM as an Administrator/Social Admin.
  2. Click Settings > Settings > Setup > Social Integration > Facebook.
    Alternatively, if you are on the Social Tab, click the Settings icon. In the Social Settings page, select the Facebook tab.
  3. Click Add Account.
    Please make sure that the pop-up blocker is disabled in your browser.
  4. In the Facebook popup, specify the login credentials for your company's Facebook account that you want to associate to Zoho CRM.
  5. Click Log In.
    If you are already logged in to your Facebook account outside of Zoho CRM, you will be informed that "You are already logged in as [user]". Click Continue in order to continue configuration as the logged in user. Or else click Change User to log in as a different user.

    In order for the Facebook page to be added, you must authorize your Facebook account and grant permissions for Zoho Social to access information from your Facebook account. You can review and choose the set of actions to be performed as per your requirements. They are as shown in the screenshots below.


    Your Facebook account is now integrated with Zoho CRM.
  6. Click Add Page.
    Your organization's Facebook pages will be listed.
    Click Add for the corresponding page that you want to add.
  7. Set permissions for Actions:
    • Actions - You can define the set of actions that users under each profile are permitted to perform. For example, you may want certain users to post updates and comments but some others to just view updates. In such a case, you can restrict them from posting content on Facebook in the Actions section.
      By default, the Administrator profile is granted all available permissions.

Note

  • For a Facebook account to be configured in Zoho CRM, it needs to have Pages associated with it. Even if you attempt to configure a Facebook account without a Page associated with it, the account will be automatically deleted once you navigate away from Social Settings.
  • If you close the Add Page popup without adding any pages after you configure your account, the account will be removed.

Add Twitter Handle

With your Twitter account associated to Zoho CRM, you can perform the following set of actions from within CRM.

  • Tweet and retweet.
  • Reply to tweets. 
  • Mark tweets as Favorite.
  • View your Tweets, tweets mentioning your brand and their replies. 
  • View the Twitter Timeline of Leads/Contacts.  
  • Search Twitter for topics relevant to you.
  • Receive and reply to DMs.

To add a Twitter handle

  1. Log in to Zoho CRM as an Administrator/Social Admin.
  2. Click Settings > Setup > Social Integration > Twitter.
    Alternatively, if you are on the Social Tab, click the Settings icon. In the Social Settings page, select the Twitter tab.
  3. Click Add Account.
    Please make sure that the pop-up blocker is disabled in your browser.
  4. In the Twitter popup, specify the login credentials for your company's Twitter account that you want to associate to Zoho CRM.
  5. Click Authorize app.
    Once the account is authorized, you will be redirected back to Zoho CRM.
  6. Set permissions for Actions:
    • Actions - This permission defines the actions that can be performed by users in each profile.
      By default, Administrator can perform all available actions.

Add Google+ Page

With your Google+ Page associated to Zoho CRM, you can do the following actions:

  • Post status updates.
  • View your posts.
  • View others' comments on your posts.
  • Make comment on posts.

To add a Google+ Page

  1. Log in to Zoho CRM as an Administrator/Social Admin.
  2. Click Settings > Setup > Social Integration > Google+.
    Alternatively, if you are on the Social Tab, click the Settings icon. In the Social Settings page, select the Google+ tab.
  3. Click Add Account.

    Please make sure that the popup blocker is disabled in your browser.
  4. In the Google Sign In popup, enter your login credentials and Sign in to your Google+ account.
  5. In the Request for Permission pop-up, click Allow to authenticate the account.

    Your Google+ account is now associated with Zoho CRM.
  6. Click Add Page.
    The Company Page(s) associated with your Google+ account will be displayed.
  7. Click Add for the desired Page(s).
  8. Set Permissions for Actions.
    • Actions - This permission defines the actions that can be performed by users in each profile.
      By default, Administrator can perform all available actions.

Note

  • For a Google+ account to be configured in Zoho CRM, it needs to have Pages associated with it. Even if you attempt to configure a Google+ account without a Page associated with it, the account will be automatically deleted once you navigate away from Social Settings.
  • If you close the Add Page popup without adding any pages after you configure your account, the account will be removed.

Remove Twitter/Facebook/Google+ Company Profile

Your company's Facebook, Twitter and Google+ accounts associated to your Zoho CRM account can be removed easily.

Note

  • On removing all three accounts (Facebook, Twitter and Google+), data under Social tab and Social Interactions Related List will no longer be available.
  • You can always integrate the social media accounts once again.
  • All the leads/contacts added via Social tab will stay intact. They are not lost.

To remove Twitter/Facebook/Google+ account association

  1. Log in to Zoho CRM as an Administrator/Social Admin.
  2. Click Settings > Setup > Social Integration > Twitter/Facebook/Google+.
    Alternatively, if you are in the Social Tab, go to Setting icon > Twitter/Facebook/Google+ to delete a profile.
  3. Click on the Delete icon for the corresponding Twitter profile, Facebook page or Google+ Page.
  4. Click Yes, Delete now to confirm deletion.

Enable Social Admin Permission

The Social Admin permission can be enabled in Zoho CRM for those who manage the social media activities in an organization. A user with the Social Admin permission enabled in his/her profile will have access to Social Settings in Zoho CRM. That is, a social admin will be able to set up social media accounts and manage permissions of other users who have access to them.

Only the Super Admin or a user with Administrative privileges can enable Social Admin permissions for other user profiles.

To enable Social Admin permission

  1. Log in to Zoho CRM with Administrative privileges.
  2. Click Settings > Setup > Users & Control > Security Control > Profiles.
  3. Click Edit for the Profile for which you wish to grant the Social Admin Permission.
  4. Scroll down to the Social Permissions section.
  5. Enable the Social Admin permission.
    • Social Profiles - Contact/Lead Details Page : This represents the ability to associate the personal Facebook/Twitter profiles of Leads/Contacts in Zoho CRM.
    • Social Tab : This repesents the access to the Social tab.
  6. Click Save.

Note

  • Once you remove the Social Admin permission for a profile, the users under the profile will continue to have read-only access to the Social tab.
  • If the Social Profiles - Contact/Lead Details Page permission is still enabled, they can continue to associate personal Facebook/Twitter profiles of Leads/Contacts.
  • Access (even read-only) to the Social tab can be completely disabled only from Social Settings.
    Social Settings can be accessed from either Setup or the Social Tab itself.
  • The Social Admin permission is not editable in the default Zoho CRM Profiles, that is, the Administrator and Standard profiles. In profiles that are cloned from the Administrator profiles, the Social Admin permissions are editable.
  • A user with "Administrative privilieges" is one who has the Admin Permissions enabled in his/her profile. 

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