Mapping custom fields in ZOHO can be tricky . This video gives you an in depth look at how to resolve some common issues faced with the ZOHO integration with Phoneburner.
Within your Leads and contacts modules, you may have already created custom fields.
You can get to these by going to settings in your ZOHO CRM:
Click on Modules and Fields
Go to Leads or Contacts:
And you can edit fields
Your field labels will be on the left side: (what you see in Zoho for your fields.
Phoneburner does not see those labels, but it sees the API name for the field.
In the API Names section under contacts or leads you will see the field label and the API name associated. These may not be the same as the labels.
ZOHO does not allow API names with Numbers and it will re-name it.
You can change a field label in ZOHO but it will not change the API name and the same API name will be pulled into Phoneburner.
When you call a lead/contact from ZOHO, if there is no data in the custom field in Zoho, Phoneburner will not see the field and will not pull in that field into the dial session.
If you update a field in the record that was not previously populated in ZOHO, the next call you make will populate the newly updated field in Phoneburner.
Updates in Phoneburner/ZOHO do not sync when not in a dial session. Only making a call and using a disposition will make one system update the other. If you make a call and not hit a disposition to mark a status, the contact will not save any updates made during the call.
Once that field is pulled in, it will stay in Phoneburner (unless you remove it) and will show on future calls as an empty field and you can update it during a session and it will update the Zoho record. **Also note, if you have data in a custom field in ZOHO and you delete it in Phoneburner during the dial session, this will not remove the data that is stored in ZOHO. Changing it will update ZOHO, deleting it will not in order to avoid accidental deletion of data.
Drop down menu fields (dropdown or multi-select) : will not pull into Phoneburner as a drop down and updated text must be exactly the same as the drop down option in ZOHO. If you type in something that is not one of the options, it will appear to be a new option but it is not actually there in the custom field settings in the ZOHO field. . ( see 13:58 in the video) . This means if you map a multi-select field , what is entered in a Phoneburner session in the field must be the same word as the drop down would contain.
Long text Fields Phoneburner does not allow for long form text . If there is long text in the Zoho field , Phoneburner will skip the text and mark it .
If the team edits this and ZOHO will update it in ZOHO and overwrite what was there in ZOHO. Do not let your team edit this field.
You will have duplicate fields as you can dial from Leads and Contacts modules:
The API names will be different from one module to another.
If Phoneburner sees fields with different API names, it can't map it because the name is different.
A new field with data will be pulled in as a new field because when Phoneburner sees Lead or Contact info, and if it does not match it will come in as new.
If you set up the API names to match in both Leads and Contacts with the exact same name, you can avoid having extra fields and Phoneburner will only create one field in the dial session window. (see 20:50 in the video)
If you match some fields in ZOHO and add the same API names, you can delete the old field in Phoneburner to update it to match your new settings.