Zoho Bigin - Native Integration   

The native integration between Zoho Voice and Zoho Bigin allows users to identify contacts in real time when making or receiving calls via the Zoho Voice web or mobile apps. Contact lookup is triggered automatically based on the caller’s number. To access in-app features such as click-to-call, dial pad access, and incoming call pop-ups within Bigin, the ZDialer browser extension must be installed.

This guide outlines the steps to set up the integration and explains the features and functionalities available after integration.

 
Steps to set up this integration

1. Download the ZDialer extension for your browser (Chrome, Firefox, or Edge) using the links. [Learn more about ZDialer]

2. Log in to your Zoho Voice account.

3. Go to the Integration module, and click Integrate of Zoho Bigin.

   

4. Click Next.

5. Choose the required Portal and Submit.

   

6. Click Next.

7. Select the users to be imported, then click Import.

   

8. In the Configure Agents prompt, assign users with a Department and Role (Admin, Supervisor, Supervisor Plus, and Technician).

9. You can also assign phone numbers during this step for Supervisor, Supervisor Plus, and Technician.

10. For Technicians, you can also assign one or more Supervisors.
     

    Important Note

    Admins have all the privileges and have access to all the call logs and recordings. Supervisors have access to the call logs and recordings of technicians assigned to them. Technicians will have access to their call logs and recordings only.

    
     

    Note

    You can associate multiple supervisors with a technician. Ensure the supervisors are already added to the system beforehand; only then will their names be available while searching and assigning here.

11. Click Save.

    

12. Click Next.

13. In the Manage Numbers page, Click Add Number.

    

14. Select the required purchased numbers, and click Submit.

    

    Note

    Make sure that the Post Call Logs to Zoho Bigin is enabled. This ensures that the call logs are automatically logged in your Zoho Bigin account.

15. Click Complete Integration.

Imported users will receive an email invite. Once they have accepted, they’ll be added to your Zoho Voice account.

Ways to make calls post integration 

Using ZDialer Widget

1. Open the ZDialer widget within Zoho Bigin.

2. Enter the desired phone number or select a contact.

3. Click on the Call button to initiate the call.

Using ZDialer Browser Extension icon

Use the ZDialer browser extension to make calls directly from your browser.

Click-to-call icon

All phone numbers in the Zoho Bigin's web interface will have click-to-call icon powered by Zoho Voice, allowing you to instantly start a call.

Features and Functionalities of this Integration 

Add new phone number from ZDialer Widget 

While on a call, if a caller’s number isn’t linked to an existing Bigin contact:

1. Click More and select Apps in ZDialer.

2. Choose Zoho Bigin and select the Bigin portal.

3. Choose Create Contact.

   

4. Fill in the required details and click Done. 

   

Any contact you create here will be saved and displayed in the Contact module within your Bigin account

Access call logs in Bigin 

After a call is made or received through ZDialer, the call logs will be automatically recorded and available in the Activies module of your Bigin account.

Adding call notes and disposition

While on a call in ZDialer:

1. Click More and select Notes.

2. Select the required disposition from the dropdown, add your notes, and click Save.

   

The notes and disposition added for a call will appear in the respective call log within the Activities module.  

Scheduling call from ZDialer 

While on a call, if the caller's number is associated with a contact in Zoho Bigin, you can easily schedule a follow up call using the following steps:

1. Click More and select Schedule in the ZDialer.

2. Mention the details and click Schedule.

   

The scheduled call will appear in the Activities module of your Bigin account. You can then choose to place the call, reschedule it, or mark it as completed.

View call History from ZDialer

During or after a call, you can view the previous notes and dispositions linked to this call log.

• Click More and select History on ZDialer to access the call history.

  

Transferring call from ZDialer 

While on a call, the agent can transfer the calls to other agents/queues/contacts using the following steps:

1. Click Transfer in ZDialer.

2. Select the Agents/Queues/Contacts to whom the call should be transferred.

3. Select Speak & Transfer or Blind Transfer. 

   

With Speak & Transfer, you can speak with the agent to whom the call is transferred, and with Blind Transfer, the call is just being transferred without the need to communicate with the transfer agent.

Voicemail Drop from ZDialer

The agent can drop the pre-uploaded voice mail in a single click while call ringing or after call ringing.

1. Click VM Drop in the ZDialer.

2. Search and select the saved Voicemail.

   

   Note

   You must have pre-uploaded the voicemail in the Settings → Audio files → Voicemail Drop of your Zoho Voice account.
    

Learn more about Voicemail Drop.