TimelinesAI and Zoho CRM Integration
With TimelinesAI’s Zoho CRM integration, you can:
Auto-create a record and auto-assign it in Zoho CRM when new WhatsApp chat appears
Sync WhatsApp messages as notes to a Zoho record
Start, read and continue WhatsApp chats via Live WhatsApp Chat view from the lead details page at Zoho
This guide will walk you through simple steps to successfully use all the features of the TimelinesAI and Zoho CRM integration.
✅ Prerequisites
✅ Connecting Timelines to Zoho
✅ How the Integration Works
✅ How Live WhatsApp Chat Extension works?
✅ How WhatsApp To Zoho Sync works?
Let’s get started 🚀
To access TimelinesAI Zoho integration features following is required:
Active TimelinesAI workspace
Established connection between Zoho Organization and TimelinesAI workspace - required for any integration feature.
Established connection between Personal ( indiviudal) Zoho account/s and TimelinesAI workspace - required for Live WhatsApp Chat
At least one WhatsApp number connected to TimelinesAI workspace
To begin with the Timelines and Zoho CRM integration, you must establish a connection between Zoho and TimelinesAI. TimelinesAI Zoho Integration has two kinds of connections:
The Organization ( Master) Connection: required for any Zoho Integration feature.
The Personal ( Individual) Connection: required only for Live WhatsApp Chat feature
To connect:
Login to TimelinesAI as workspace owner or administrator and open https://app.timelines.ai/integrations/zoho_crm/
Click Connect Zoho Organization ( or Connect My Zoho, depending on connection type)
Follow on-screen authorization process
Learn more about managing connections in this article.
Once the Zoho Organization and Individual Zoho accounts are connected, the following features become available. You can choose to use either one or both—it's entirely up to you:
WhatsApp To Zoho Synchronization : Syncs WhatsApp contacts and messages with your selected Zoho CRM module, matching records by phone number and creating new records when no match is found.
Live WhatsApp Chat Extension: Adds a button or a widget on Zoho records details page and opens WhatsApp Chat View, automatically matching chats by record’s phone numbers. If no chats are found, new conversation can be started.
The TimelinesAI Live WhatsApp Chat View integration lets you manage WhatsApp chats directly from Lead/Contact details page at Zoho.
On Live WhatsApp chat or Open WhatsApp Chat/s button clicks system looks for lead's phone number/s and then finds the WhatsApp chats that match those numbers from TimelinesAI.
The chats will be shown directly inside the view. You can read WhatsApp messages within Zoho CRM. You can also reply to messages, including using message templates, adding attachments, and sending emojis. If no matching chats were found, you will be able to start a new chat.
All messages are sent and received in real-time. This means the conversation stays up-to-date and seamless, and you never have to leave Zoho CRM to manage the chat.
Live WhatsApp Chat view requires TimelinesAI Extension to be installed within Zoho CRM. Learn more about WhatsApp Live Chat in this article.
WhatsApp Group Chats are not supported!
WhatsApp To Zoho Synchronization:
Auto-Creates Chat as new Zoho record ( example: lead) if no matching records were found by phone number.
Auto-Assigns newly created records to matching Zoho CRM user.
Log WhatsApp messages as notes in record details page at Zoho.
Take into account converted records before auto-creating new records and logging WhatsApp messages.
To activate Sync, you must configure it first:
Open https://app.timelines.ai/integrations/zoho_crm/ as TimelinesAI who connected Zoho organization to TimelinesAI
Click Configure and Activate
Select desired sync settings
Click Activate Integration
Within the Sync settings you select the desired:
Sync Destination
Field to Sync contact's WhatsApp number
Fields to sync contact's name, chat link and lead source
Sync destination ( for converted records)
Field to Sync contact's WhatsApp number ( for converted records)
Record auto-creation operates based on the selected settings.
When a new WhatsApp message is received, the system retrieves the contact's phone number and checks for an existing record with that number in the Zoho CRM modules defined in the "Sync Destination" and optionally "Sync Destination (for converted records)" settings. Keep in mind that TimelinesAI will be search for matching records based on fields selected as "Field to sync contact's WhatsApp number" within the sync settings.
Example: Sync destination is set to "Leads", converted records destination is set to "Contacts", field to sync WhatsApp number is "Mobile" and field to sync WhatsApp number for converted records is "Office". The system will first search for a matching mobile phone numbers in the Leads module, followed by the office phone numbers in Contacts module.
If a match is found in either module, the message is logged as a note under the existing record.
If no match is found, a new record is automatically created in the module defined as "Sync Destination" . Contact's name, phone number, chat link and lead source values are auto-added into selected fields and the message is then logged as a note to the newly created record.
When a new records is auto-created, the system matches owner of the WhatsApp number in Timelines ( who connected the number) with Zoho Organization users by email address.
Suppose there are two WhatsApp numbers connected in TimelinesAI: +XXX, connected by James (james@timelines.ai), and +YYY, connected by Linda (linda@timelines.ai). When a new message is received on James’s number ( +XXX), the system checks whether james@timelines.ai exists as a user in your Zoho Organization. If a match is found, James will be assigned as the record owner in Zoho when the new record is created.
If a match is found, matching user will be assigned a owner of the newly created record
If no match is found, then the Zoho CRM user who established the Ogranization connection with TimelinesAI will be assigned as the owner.
TimelinesAI will synchronize WhatsApp messages as notes to a matching record.
All WhatsApp chat messages that happened during a specific date will be grouped into a single Note. If the conversation continues on another date, then the system will create a new Note and append messages from that date into that note.
The Note’s title will be set as WhatsApp Chat with [Contact Name] (DD/MM/YYYY)
The Note will include attachments ( if any) and a link to the chat in TimelinesAI
Sync destination: Pick a Module in Zoho CRM to automatically sync new incoming chats. Only modules with “Phone Number” field will be available for selection. If you don't see a module that you'd like to use to sync contacts into, then make sure to double-check it has the "Phone Number" field available.
Sync destination ( for converted records): supports conversion of Leads to Contacts. When selected initial Sync Destination is "Leads", you can also specify how TimelinesAI sync should work in case if a lead is converted. Available options are : if lead is converted - stop message sync OR continue sync. to a Contact.
Select field to sync contact's WhatsApp number: When a WhatsApp message is sent or received, TimelinesAI will search for the WhatsApp contact's phone number in the selected Zoho field. If a matching record is found, the message will be synced to that record. If no match is found, a new record will be created in Zoho
Select field to sync contact's WhatsApp number: ( for covered records): When a record is converted and the conversion traceback no longer exists in Zoho, TimelinesAI will search for the WhatsApp contact's phone number in the selected Zoho field. If a matching record is found, the message will be synced to that Contact.
Select field to sync contact's name: this drop-down menu allows you to pick the field where your contact's name will sync into.
Select field to sync chat link: This option will allow you to select into which field you'd like your chat link/URL sync to. It's useful, as it allows you to access the chat thread on TimelinesAI when clicked on. We suggest creating a custom field that can properly identify it for you, so it's easier whenever you review your contacts information.
Select field to sync lead source: We will add “TimelinesAI” to a selected field so you can filter contacts or leads created by our integration. This is useful when you need to filter contact with Zoho workflows.
After setting everything accordingly, make sure to click Activate integration
If you are facing issues with the Zoho CRM Integration, make sure to check message sync. Log at TimelinesAI first for any hints with the message sync.
Auto-create a record and auto-assign it in Zoho CRM when new WhatsApp chat appears
Sync WhatsApp messages as notes to a Zoho record
Start, read and continue WhatsApp chats via Live WhatsApp Chat view from the lead details page at Zoho
This guide will walk you through simple steps to successfully use all the features of the TimelinesAI and Zoho CRM integration.
✅ Prerequisites
✅ Connecting Timelines to Zoho
✅ How the Integration Works
✅ How Live WhatsApp Chat Extension works?
✅ How WhatsApp To Zoho Sync works?
Let’s get started 🚀
Prerequisites
To access TimelinesAI Zoho integration features following is required:
Active TimelinesAI workspace
Established connection between Zoho Organization and TimelinesAI workspace - required for any integration feature.
Established connection between Personal ( indiviudal) Zoho account/s and TimelinesAI workspace - required for Live WhatsApp Chat
At least one WhatsApp number connected to TimelinesAI workspace
Connecting TimelinesAI to Zoho
To begin with the Timelines and Zoho CRM integration, you must establish a connection between Zoho and TimelinesAI. TimelinesAI Zoho Integration has two kinds of connections:
The Organization ( Master) Connection: required for any Zoho Integration feature.
The Personal ( Individual) Connection: required only for Live WhatsApp Chat feature
To connect:
Login to TimelinesAI as workspace owner or administrator and open https://app.timelines.ai/integrations/zoho_crm/
Click Connect Zoho Organization ( or Connect My Zoho, depending on connection type)
Follow on-screen authorization process
Learn more about managing connections in this article.
How the Integration Works?
Once the Zoho Organization and Individual Zoho accounts are connected, the following features become available. You can choose to use either one or both—it's entirely up to you:
WhatsApp To Zoho Synchronization : Syncs WhatsApp contacts and messages with your selected Zoho CRM module, matching records by phone number and creating new records when no match is found.
Live WhatsApp Chat Extension: Adds a button or a widget on Zoho records details page and opens WhatsApp Chat View, automatically matching chats by record’s phone numbers. If no chats are found, new conversation can be started.
How Live WhatsApp Chat Extension works?
The TimelinesAI Live WhatsApp Chat View integration lets you manage WhatsApp chats directly from Lead/Contact details page at Zoho.
On Live WhatsApp chat or Open WhatsApp Chat/s button clicks system looks for lead's phone number/s and then finds the WhatsApp chats that match those numbers from TimelinesAI.
The chats will be shown directly inside the view. You can read WhatsApp messages within Zoho CRM. You can also reply to messages, including using message templates, adding attachments, and sending emojis. If no matching chats were found, you will be able to start a new chat.
All messages are sent and received in real-time. This means the conversation stays up-to-date and seamless, and you never have to leave Zoho CRM to manage the chat.
Live WhatsApp Chat view requires TimelinesAI Extension to be installed within Zoho CRM. Learn more about WhatsApp Live Chat in this article.
How WhatsApp To Zoho Sync works?
WhatsApp Group Chats are not supported!
WhatsApp To Zoho Synchronization:
Auto-Creates Chat as new Zoho record ( example: lead) if no matching records were found by phone number.
Auto-Assigns newly created records to matching Zoho CRM user.
Log WhatsApp messages as notes in record details page at Zoho.
Take into account converted records before auto-creating new records and logging WhatsApp messages.
To activate Sync, you must configure it first:
Open https://app.timelines.ai/integrations/zoho_crm/ as TimelinesAI who connected Zoho organization to TimelinesAI
Click Configure and Activate
Select desired sync settings
Click Activate Integration
Auto-Creating Chat as new Zoho record
Within the Sync settings you select the desired:
Sync Destination
Field to Sync contact's WhatsApp number
Fields to sync contact's name, chat link and lead source
Sync destination ( for converted records)
Field to Sync contact's WhatsApp number ( for converted records)
Record auto-creation operates based on the selected settings.
When a new WhatsApp message is received, the system retrieves the contact's phone number and checks for an existing record with that number in the Zoho CRM modules defined in the "Sync Destination" and optionally "Sync Destination (for converted records)" settings. Keep in mind that TimelinesAI will be search for matching records based on fields selected as "Field to sync contact's WhatsApp number" within the sync settings.
Example: Sync destination is set to "Leads", converted records destination is set to "Contacts", field to sync WhatsApp number is "Mobile" and field to sync WhatsApp number for converted records is "Office". The system will first search for a matching mobile phone numbers in the Leads module, followed by the office phone numbers in Contacts module.
If a match is found in either module, the message is logged as a note under the existing record.
If no match is found, a new record is automatically created in the module defined as "Sync Destination" . Contact's name, phone number, chat link and lead source values are auto-added into selected fields and the message is then logged as a note to the newly created record.
Auto-Assigning newly created records
When a new records is auto-created, the system matches owner of the WhatsApp number in Timelines ( who connected the number) with Zoho Organization users by email address.
Suppose there are two WhatsApp numbers connected in TimelinesAI: +XXX, connected by James (james@timelines.ai), and +YYY, connected by Linda (linda@timelines.ai). When a new message is received on James’s number ( +XXX), the system checks whether james@timelines.ai exists as a user in your Zoho Organization. If a match is found, James will be assigned as the record owner in Zoho when the new record is created.
If a match is found, matching user will be assigned a owner of the newly created record
If no match is found, then the Zoho CRM user who established the Ogranization connection with TimelinesAI will be assigned as the owner.
Logging WhatsApp messages as notes
TimelinesAI will synchronize WhatsApp messages as notes to a matching record.
All WhatsApp chat messages that happened during a specific date will be grouped into a single Note. If the conversation continues on another date, then the system will create a new Note and append messages from that date into that note.
The Note’s title will be set as WhatsApp Chat with [Contact Name] (DD/MM/YYYY)
The Note will include attachments ( if any) and a link to the chat in TimelinesAI
Available Sync Settings
Sync destination: Pick a Module in Zoho CRM to automatically sync new incoming chats. Only modules with “Phone Number” field will be available for selection. If you don't see a module that you'd like to use to sync contacts into, then make sure to double-check it has the "Phone Number" field available.
Sync destination ( for converted records): supports conversion of Leads to Contacts. When selected initial Sync Destination is "Leads", you can also specify how TimelinesAI sync should work in case if a lead is converted. Available options are : if lead is converted - stop message sync OR continue sync. to a Contact.
Select field to sync contact's WhatsApp number: When a WhatsApp message is sent or received, TimelinesAI will search for the WhatsApp contact's phone number in the selected Zoho field. If a matching record is found, the message will be synced to that record. If no match is found, a new record will be created in Zoho
Select field to sync contact's WhatsApp number: ( for covered records): When a record is converted and the conversion traceback no longer exists in Zoho, TimelinesAI will search for the WhatsApp contact's phone number in the selected Zoho field. If a matching record is found, the message will be synced to that Contact.
Select field to sync contact's name: this drop-down menu allows you to pick the field where your contact's name will sync into.
Select field to sync chat link: This option will allow you to select into which field you'd like your chat link/URL sync to. It's useful, as it allows you to access the chat thread on TimelinesAI when clicked on. We suggest creating a custom field that can properly identify it for you, so it's easier whenever you review your contacts information.
Select field to sync lead source: We will add “TimelinesAI” to a selected field so you can filter contacts or leads created by our integration. This is useful when you need to filter contact with Zoho workflows.
After setting everything accordingly, make sure to click Activate integration
Troubleshooting
If you are facing issues with the Zoho CRM Integration, make sure to check message sync. Log at TimelinesAI first for any hints with the message sync.
Updated on: 30/04/2025
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