Zoho Desk Toolbar Integration with Ameyo
Overview
This document provides instructions for integrating the Ameyo toolbar within the Zoho Desk interface. This integration enables agents to manage customer interactions using Ameyo's telephony features directly within their Zoho Desk helpdesk environment.
Key Benefits:
- Unified Workspace: Access Ameyo calling features without leaving the Zoho Desk application.
- Contextual Screen-Pop: Automatically display relevant Zoho Desk contact information upon receiving or initiating calls.
- Click-to-Dial: Initiate calls directly from Zoho Desk records.
- Automated Activity Logging: Automatically log call details, voice recordings, and dispositions against corresponding Zoho Desk records.
Functionality
The integration embeds the Ameyo toolbar as a private app within Zoho Desk, accessible via an icon typically located in the bottom right. Upon agent login to the toolbar, it provides telephony controls. When a call occurs, the integration searches Zoho Desk based on the phone number to display associated contacts (screen-pop). Click-to-dial can be initiated from Zoho Desk. Call activities, including dispositions and optional voice logs, are automatically pushed to Zoho Desk records either client-side or server-side (via post-processing node flow), depending on configuration. OAuth 2.0 is used for secure authorization between Ameyo and Zoho Desk APIs.
Prerequisites
- Active Ameyo account.
- Active Zoho Desk account with administrator privileges.
- Zoho Developer Console access (https://accounts.zoho.com/developerconsole or regional equivalent like .in) to create OAuth Client ID/Secret.
- The Ameyo private app package for Zoho Desk (ameyo.zip).
- Network connectivity between Ameyo servers and Zoho Desk.