Creating Field Exclusions in PhoneBurner for Zoho Integration

Summary:

This video training walks PhoneBurner users through the process of excluding unnecessary custom fields when integrating with Zoho CRM. By default, PhoneBurner automatically imports all custom fields from Zoho using 1:1 API-based mapping, which may result in information overload. Users can streamline their dial sessions by excluding fields they don't need. The video demonstrates how to navigate to the Zoho integration settings within PhoneBurner, use the "Field Exclusions" section to manage exclusions, and utilize the "Custom Field Mapping Overrides" to remove and exclude fields directly. It also shows how to manually add exclusions using Zoho API names, giving users full control over what data appears in the PhoneBurner dialer.

Tags:

Zoho CRM, field exclusions, custom fields, CRM integration, PhoneBurner tips, field mapping, Zoho API, sales productivity, dialer setup, CRM customization

Cleaned-up Transcript:

Are you one of the many PhoneBurner customers who’ve found the PhoneBurner extension for Zoho CRM helps you and your organization power through calls at a rate of up to 60 to 80 dials an hour? If so, you’ve probably noticed that every time you start a dial session, you see a ton of information in the PhoneBurner dial session window—helping you understand exactly where you stand with that contact, lead, or whatever type of record you're calling.

We automatically bring over all custom field information related to the contact or lead without requiring any setup or configuration. But for some users, this might be too much information. Maybe you only want specific data to come over to PhoneBurner. The good news is, we make it easy to exclude specific fields from your dial sessions, and that’s what I’ll cover in this training.

Let’s jump into your PhoneBurner account. Once signed in, click your initials in the upper-right corner, then select "Integrations." On the integrations page, click on the Zoho option, and then select "Field Exclusions."

This is where you'll see a list of all fields currently excluded from the integration—meaning they won’t be imported into PhoneBurner and no data will be exchanged with Zoho for those fields. You'll notice that these field names include underscores; that’s because they reflect the API names from Zoho, which we need for exclusion.

Now, the first time you start a dial session, all fields from Zoho are pulled into PhoneBurner using what we call 1:1 mapping. To clean this up, go back to the top of the integration page and click on "Custom Field Mapping Overrides," then scroll down.

You’ll see a list of your fields—some with the options to delete or remap. The first time you access this page, all fields will be mapped directly from Zoho to PhoneBurner, showing their API names.

Let’s say you don’t want the “case origin” field to appear in PhoneBurner. Just click the “Map” button next to it to create a mapping. Once mapped, you’ll see “Remap” and “Delete Mapping” options. Clicking “Delete Mapping” removes the field from PhoneBurner and adds it to the exclusion list—two birds, one stone.

Another way to add exclusions is by manually entering them. Go into Zoho, click on "Setup," then head to the "Developer" section. Select “APIs and SDKs,” go to “API Names,” choose your module (like Contacts), and copy the field's API name.

Then, return to PhoneBurner and paste that name into your exclusion list. Just keep in mind that if the field already exists in PhoneBurner, you’ll also need to delete it manually. That’s why I prefer using the mapping override method—it’s faster and more efficient.

This manual method is especially useful if you’ve just added a new field in Zoho and don’t want it to appear in PhoneBurner. By excluding it early, it never gets imported, so you won’t even have to worry about deleting or mapping it later.

In summary, this is how you can clean up the fields shared between Zoho and PhoneBurner, controlling exactly what your team sees during calls. It’s a simple but powerful way to ensure your dial sessions are as focused and effective as possible.

Thanks for watching! I hope this helps your team be more efficient and productive with PhoneBurner. Happy dialing!