Setting up Zoho Cliq Integration

Setting up Zoho Cliq Integration

When your manager wants to have a word with you regarding a potential customer and the possibility of winning a deal, you may not always prefer to sit in a conference room and discuss the details. When you want to give a quick update about the latest developments in organizing a user conference, having a meeting might seem best. However, it would take up your valuable time in booking meeting rooms, notifying others, and making the necessary arrangements for the meeting.

Zoho CRM and Cliq teams up to give you the option to be where you are and attend these discussions. It would definitely be a time saver. So the next time you want to get an update on a deal, you need not send an email or book a meeting room. You can just share the CRM record with your team on Cliq and ask an update on it.

With this integration you can:

  • Share records with users and channels in Cliq to start a discussion. This includes all the modules that have a business card view.
  • Share a chart from a CRM report or dashboard with users and channels in Cliq.
  • Create an instant action associated to a workflow rule that can notify users or channel members in a team on Cliq .
  • Get reminders in Cliq for all the activities in your CRM calendar.
  • Send a scheduled report via Cliq.
Availability
Permission Required
Users with administrator profile can setup this integration.

Enable Cliq Integration

A user with Administrator privileges can set up the Cliq integration in Zoho CRM. Once is has been enabled, CRM data can be shared across channels and users in Cliq.

To set up Cliq integration in Zoho CRM

  1. Go to Setup > Marketplace > Zoho > Cliq.
  2. Click Setup Now.

Share CRM data with peers via Cliq

You can share records with users and channels in Cliq directly via Zoho CRM. This includes all the modules that have a business card view. You can also share a chart from a CRM report or dashboard with users and channels in Cliq.

To share a record with a channel/user on Cliq

  1. Click on a record that you want to share.
  2. In the record detail's page, click the More options icon and then click Share via Cliq.
  3. In the pop-up, enter the following details:
    • Enter a message that needs to be posted along with the business card view in Cliq.
    • Choose if you want to Notify ToUsers or Channels.
    • Based on the previous choice, select the required user/channel.
    • Click Send.

      The record is instantly shared with the chosen channel or user on Cliq.

To share a report with a channel/user on Cliq

  1. Click on a report that you want to share.
    Note that only reports with charts can be shared.
  2. In the report's page, click ChartOptions > Share via Cliq.
  3. In the pop-up, enter the following details:
    • Enter a message that needs to be posted along with the report.
    • Choose if you want to NotifyToUsers or Channels.
    • Based on the previous choice, select the required the user/channel.
    • Click Send.


      The chart is instantly shared with the chosen channel or user on Cliq.


       

Chat with record owners via Cliq

You can hover on the record owner's name from the list view, record detail page, timeline, etc., to chat with them via Cliq. For a quick discussion you can either call or chat with the record owner over Cliq.
  1. It is mandatory to have Cliq integration in the CRM account, to view the chat, video or audio call options in the record owner's business card.
  2. The record owner must also have a Cliq account.


Trigger Cliq Notifications through Workflow Rules

The workflow rules help you automate routine sales activities based on specific criteria. For instance, you can automate email alerts, field updates, task assignment, trigger webhooks, and custom functions. Consider the example of a "Big deal rule", which says that whenever a deal more than 50,000 USD is created, an email notification will be automatically sent to the sales manager. On enabling Cliq integration, in addition to the above you will also be able to trigger notifications to specific channels/users on Cliq and CRM users associated with the modules.

Instant notifications can be sent to:

  1. Users associated with Cliq - Either users or channels.
  2. Users associated with modules - CRM users who are associated with the module for which you are configuring the workflow rule. You can choose the record owner or his manager, record creator, or any user from the custom fields.

  3. Users from related modules - You can also select the record owners, record creators, and custom user fields from related modules. For example, you can select users from deals as well as its associated modules like accounts, contacts, campaigns.

Note
  1. We use CRM Bot to send Cliq notifications to the users. If the user unsubscribes the Bot they will not receive further notifications.
  2. You can configure up to 5 Cliq notifications/condition. 

To trigger Cliq notifications

  1. Go to Setup > Automation > Workflow Rules.
  2. In the Workflow Rules page, select a rule to which you want to add Cliq notification as an instant action.
  3. Click Instant Actions > Notify > via Cliq.
  4. In the pop-up, enter the following details:
    • Enter a message that needs to be posted as notification.
      Enter # and select a field to include field values as part of the message.
    • In Notify To select users under Users associated with module or Users associated with Cliq. 

    • Based on the previous selection, choose the user(s)/channel.
    • Click Save.

Enable SalesSignals notifications via Cliq

SalesSignals are real-time notifications you receive whenever a customer gets in touch with you via multiple communication touch-points such as phone, chat, email, customer support tickets and so on. See also: SalesSignals

On integrating Zoho CRM with Cliq you can choose to receive these SalesSignals notifications via Cliq as well. This will help you promptly get back to your customer regardless of whether you are on Zoho CRM or Cliq.

To enable SalesSignals notifications via Cliq

  1. In Zoho CRM, go to Setup > Channels > SalesSignals.
  2. In the SalesSignals Settings tab, under the Cliq column, select or clear checkboxes for the respective communication services.
    For example, if you select the Missed checkbox under Call you will begin receiving notifications on Cliq for every missed call in Zoho CRM.
  3. Once you have completed the settings, click Save.

Get Reminder Alerts for CRM Activities via Cliq

With this integration, you can choose to be notified of impending tasks, calls and events on Cliq. All you need to do is enable activity reminders in Zoho CRM for Cliq.

To turn on reminders via Cliq

  1. Go to Zoho CRM's Calendar.
  2. Click Options > Preferences.
  3. In the Preferences pop-up, make sure that the Turn off reminder via Cliq checkbox is cleared.
  4. Click Save.

    For every task, event or call where you have configured a reminder, you will now receive one via Cliq as well.

Enter Cliq commands to fetch CRM information

Often, when you have sales discussions with your teams on chat around a particular deal or a customer, you may wish to pull up further CRM information about a specific record in order to have a more contextual discussion. It might be a hassle to keep switching between Zoho CRM and Cliq just to refer to a record. Now with this integration between the two applications in place, you can directly use Cliq commands to fetch specific CRM records without leaving the chat window.

Following are the comparators supported for each field type:

Field Type
Comparators supported
Text field
  • starts with (or) begins with
  • ends with
  • is (or) =
  • contains
Number field
  • =
  • >
  • <
  • >=
  • <=
Boolean / Check box
  • is
  • =

(values specified can be true or false)

Example

/zcrm leads [phone] starts with [555,234,912],[company] contains [zyl],[email] starts with [peter, smith],[company] is [zylker].

Meaning

(phone starts with 555 or 234 or 912) and (company contains zyl or company is zylker) and (email startswith peter or smith).


Following are the chat commands that can be entered on Cliq.

Purpose
Slash Command
Example
To fetch all records from a specific module
/zcrm module [value]
/zcrm leads watson
To fetch a record with a defined field value
/zcrm module [field]=[value]
/zcrm leads [last name]=[watson]
To fetch a record with multiple defined values
/zcrm module [field1]=[value1] [field2]=[value2]
/zcrm leads [last name]=[watson] [lead source]=[tradeshow]
To fetch a record with in which the field value could be any of the values entered.
/zcrm module [field]=[value1,value2,value3]
/zcrm leads [lead source]=[webform, tradeshow, cold call]
To fetch a record in which the defined field starts with the mentioned value.
/zcrm module [field] starts with [value]
/zcrm contacts [first name] starts with [james]
To fetch a record in which the defined field ends with the mentioned value.
/zcrm module [field] ends with [value]
/zcrm contacts [last name] ends with [butler]
To fetch a record in which the defined field contains the mentioned value.
/zcrm module [field] contains [value]
/zcrm accounts [email] contains [onc]
To fetch a record in which the defined field is greater than the mentioned value.
/zcrm module [field] > [value]
/zcrm leads [annual revenue] > [50000]
To fetch a record in which the defined field is lesser than the mentioned value.
/zcrm module [field] < [value]
/zcrm deals [amount] < [20000]
To fetch a record in which the defined field is greater than/equal to the mentioned value.
/zcrm module [field] >= [value]
/zcrm deals [discount] >= [15]
To fetch a record in which the defined field is lesser than/equal to the mentioned value.
/zcrm module [field] <=[value]
/zcrm leads [age] <= [40]
To fetch a record in which the defined field is true/false as mentioned in the criteria.
/zcrm module [field] is [true/false]
/zcrm contacts [email opt out] is [true]


To enter a Cliq command
  1. Go to the particular chat window where you wish to share CRM info.
  2. In the message box enter one of the commands seen above. Example,
    /zcrm leads watson.
  3. As you type the command, you will be offered a list of matching results to choose from.
  4. Choose the record you wish to post in the chat.
    A business card view of the record is displayed.
  5. Click Post in this conversation to send the record information to the user/channel.
Note
  • Following is the list of field types that can be fetched using the slash commands in Cliq.
    • Single line
    • Multi line
    • Email
    • Pick list
    • Multi pick list
    • Lookup
    • Number fields
  • Slash commands are supported only in the Leads, Accounts, Contacts, and Deals modules.
  • All comparators are case-insensitive.
  • Users can search for a record based on a maximum of 5 fields.
  • Only 10 results will be shown.
  • Salutation, date and datetime field not available for search.
  • Maximum values that can be searched against a field is 10.
  • Note that the name of the module has to be in the plural form - example, "leads", "contacts", "accounts". The singular form of the module name is not supported in the Cliq commands.

Search Records and Add Notes Using Zoho CRM Chatbot

Search Records in Cliq

Once the Cliq integration is enabled, the Zoho CRM Chatbot will be automatically subscribed in your account. With the help of Chatbot you can search for CRM record within the Cliq chat or channel.
  1. In the chat window, you can type @Zoho CRM Bot followed with your search data for example, revenue this month, John Miles, Zylker deal etc. and fetch results from the respective CRM modules. 
  2. You can also enter the keyword like leads by industry, revenue or John and so on.

Add Notes from Cliq

You can add notes to the existing records in Leads, Accounts, and Contacts module directly from the Cliq chat or channel by clicking on the More icon. This can be helpful in cases when you want to add some important detail to a record from the chat window directly into the CRM account.  

You can select the module and choose the record to which the note must be added to.

Disable Cliq Integration

You can deactivate the entire integration by clicking on the Disable link. On deactivating, all the options in Zoho CRM to share via Cliq will no longer be available.

To deactivate the Cliq integration

  1. Log in to Zoho CRM with Administrator privileges.
  2. Go to Setup > Marketplace > Zoho > Cliq.
  3. Click Disable.

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