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Ziwo

Overview​

The ZIWO Plugin in the CRM integrates the ZIWO cloud contact center solution directly into the CRM, enabling users to make and receive calls, view call logs, and access caller information in real time. This integration streamlines communication workflows, improves customer interaction efficiency, and provides an easy way to track and manage all phone interactions within the CRM.

The ZIWO Plugin is designed for teams that handle a high volume of customer calls, such as sales, customer support, and account management teams. With this plugin, users can initiate calls, log call details, and manage call-related tasks without leaving the CRM interface. The integration also automatically links calls to corresponding leads or contacts, making it easier to maintain a centralized record of communication.

To Access ZIWO:

  1. Go to the left sidebar.
  2. Expand the Plugins section.
  3. Select ZIWO Plugin.

Key Features​

  1. Making and Receiving Calls: Initiate and answer calls directly within the CRM interface.
  2. Automatic Call Logging: All calls are automatically logged with relevant details, such as call duration, caller information, and timestamps.
  3. Caller Information Display: See caller details, such as name and contact information, when receiving an incoming call.
  4. Call Recording: Access call recordings if enabled, allowing users to review previous conversations.
  5. Integrated Call Notes: Add notes to each call, ensuring important details are captured for future reference.

Using the ZIWO Plugin​

1. Making a Call​

To make an outbound call from the CRM:

  1. Open the ZIWO Plugin from the Plugins section in the left sidebar.
  2. In the ZIWO interface, locate the Dial Pad.
  3. Enter the phone number of the contact you wish to call or select a contact from the CRM’s contact list.
  4. Click the Call button to initiate the call.
  5. During the call, you may add notes or tag the call with specific labels for easy reference.

2. Receiving a Call​

When an incoming call is received:

  1. A notification with the caller’s details will appear on the screen.
  2. Click Accept to answer the call or Decline if you cannot take the call.
  3. While on the call, the ZIWO interface allows you to view contact details, add notes, and access relevant CRM data linked to the caller.

3. Viewing Call Logs​

The Call Logs section within the ZIWO Plugin shows a history of all calls made or received.

  • Access Call Logs:
    1. Open the ZIWO Plugin.
    2. Navigate to the Call Logs section.
    3. Here, you will see a list of recent calls with details like:
      • Caller Name and Number
      • Date and Time
      • Call Duration
      • Call Type (Inbound or Outbound)
      • Call Status (Missed, Completed, or Ongoing)

4. Accessing Call Recordings​

If call recording is enabled:

  1. Open the Call Logs section in the ZIWO Plugin.
  2. Locate the call you want to review and check for a Recording link.
  3. Click the link to listen to the recorded call.

Note: Call recordings are stored based on your organization’s recording policies and may be accessible only to authorized users.

5. Adding Call Notes​

During or after a call, users can add notes to capture important details:

  1. In the Call Logs, select the call you want to add notes to.
  2. Enter relevant information about the call in the Notes section, such as customer inquiries, issues discussed, or follow-up actions.
  3. Save the notes for future reference.

The ZIWO Plugin integration enhances CRM functionality, making it a powerful tool for teams that rely on phone communication for customer engagement and support.