Field Mappings and Exclusions for Zoho Teams on PhoneBurner

Summary:

This video guides admins managing teams of outbound callers through setting up and controlling custom field mappings and exclusions when using the PhoneBurner power dialer with Zoho CRM. By default, all custom field data from Zoho is imported into PhoneBurner during dial sessions. Admins can streamline this by creating field mappings and exclusions in the Zoho integration settings. Once an admin sets up these configurations during an initial dial session, PhoneBurner propagates them across the team for consistency. However, flexibility is available—admins can request specific users be granted permission to manage their own field mappings and exclusions. This ensures tailored experiences without sacrificing overall control and efficiency. Admins are encouraged to test with sample contacts containing data in all fields to ensure proper setup before team-wide deployment.

Tags:

team management, Zoho CRM, field mapping, field exclusions, outbound sales, CRM integration, power dialer, PhoneBurner admin, sales efficiency, custom fields

Cleaned-up Transcript:

Are you managing a team of outbound callers using Zoho CRM to help organize your data? If so, you definitely need to be using the PhoneBurner power dialer. Maybe you already are. The PhoneBurner power dialer allows your team to power through calls at a rate of up to 60 to 80 dials per hour.

Once you install the extension, your team can select records and initiate a PhoneBurner power dialing session with minimal setup. By default, we automatically capture all custom field information from Zoho and populate it into the custom field section in PhoneBurner. But you may not want all that information brought over.

I’ve recorded other trainings on how to rename these fields on the PhoneBurner side while maintaining their link to the corresponding fields in Zoho. We've also covered how to exclude certain fields from being pulled into PhoneBurner.

To manage this, log into your PhoneBurner account. Click your initials in the upper-right corner and go to “Integrations.” From there, select the Zoho integration section. Here, you can manage custom field mappings and exclusions.

Let’s start with exclusions. On the exclusions page, you'll see a list of fields you’ve opted to exclude from the integration. These won’t be transferred between PhoneBurner and Zoho under any circumstances.

If you switch over to the “Custom Field Mapping Overrides,” you can manually map Zoho fields to PhoneBurner fields. This allows you to rename fields on the PhoneBurner side—so your team sees more user-friendly labels—while ensuring changes are synced back to the correct Zoho fields.

Once you create a mapping, you can rename the PhoneBurner field however you'd like. Any updates made in PhoneBurner will be reflected in Zoho, and future dial sessions will populate the correct fields.

Now, let’s talk about team-wide setup. When you first link PhoneBurner with Zoho, the admin’s mappings and exclusions are automatically pushed out to the entire team. This helps maintain consistency without requiring you to manually set up configurations for every team member—which could be unmanageable if you have a large team.

As an admin, you should be the first person to initiate a dial session using a sample contact that includes all the relevant custom fields (whether for contacts, leads, or other modules). Populate data in all these fields so that you can review and configure everything properly in PhoneBurner. Once that’s done, your mappings and exclusions will be applied team-wide.

But what if a specific team member needs a different configuration? Maybe they work differently and need to see different data in the dial session window. No problem—we have a solution.

If you contact the PhoneBurner support team and let them know which user needs individual control, we can enable field mapping and exclusion management for that specific user. They’ll then see the same mapping and exclusion options you do as an admin, and they can tailor their settings accordingly.

By default, all team members inherit the admin's configurations. But keep in mind, if certain fields aren't excluded at the admin level, they may still appear in some sub-accounts. Cleaning that up is simple—just update your admin exclusions accordingly.

Again, refer to our videos on managing exclusions in the admin account for guidance. And if you need help, our support team is here for you.

By giving you both centralized control and user-level flexibility, PhoneBurner helps you manage the power dialer to fit your organization’s needs. Most admins will want to standardize settings, but for teams that require more customization, we make that possible too.

I hope this helps your organization get more done in less time using the power of PhoneBurner. Thanks again, and happy dialing!