Zoho commerce logo Help Docs
/

Integrate Zoho Commerce with Zoho CRM

Zoho CRM helps you manage customer relationships and sales processes from a single place. By integrating Zoho CRM with Zoho Commerce, you can sync customer and contact data between your store and CRM, improve follow-up efficiency, and keep your sales pipeline aligned with your online store activity.

Benefits of the Integration

Integrating Zoho Commerce with Zoho CRM helps you:

  • Sync customer and contact data automatically.
  • Keep sales and customer information aligned across platforms.
  • Track customer interactions from your online store in CRM.
  • Improve follow-up and retention activity for your sales team.

Prerequisites

Before setting up the integration:

  • Make sure you have admin access to both Zoho Commerce and Zoho CRM.
  • Ensure the Zoho CRM organization is available and accessible for connection.
  • Review the field mapping to confirm that the required customer fields are configured correctly.

Set Up the Integration

To connect Zoho Commerce with Zoho CRM:

  • Log in to your Zoho Commerce organization.
  • Click Settings in the top right corner.
  • Navigate to Zoho Apps under Integrations & Marketplace.
  • Click Connect next to Zoho CRM.
  • Click Select Organization.
  • In the popup that appears, choose the Zoho CRM organization you want to connect with Zoho Commerce and click Connect.

Once connected, the Connect Zoho CRM page displays the connected Zoho CRM organization and the email address used for the connection.

Manage the Integration

The Connect Zoho CRM page lists the modules that you can configure for synchronization. The Customers module syncs accounts and contacts from Zoho CRM as customers in Zoho Commerce. The Variant module syncs products from Zoho CRM as variants in Zoho Commerce.

To manage the connection:

  • Go to Settings in the top-right corner of your Zoho Commerce organization.
  • Select Zoho Apps under Integrations.
  • Select Zoho CRM.
  • Click Update Credentials to change the credentials used to connect to Zoho CRM.
  • Click Configure Now next to Customers to configure customer synchronization.

The integration automatically updates every two hours after you configure a module.

Sync Customer Data

Configure the records, sync direction, duplicate handling, and field mapping before you start the customer sync.

To configure customer synchronization:

  • Go to Settings in the top-right corner of your Zoho Commerce organization.
  • Select Zoho Apps under Integrations.
  • Select Zoho CRM and click Configure Now next to Customers.
  • Choose the Zoho CRM module that you want to sync:
    • Accounts: Fetches accounts from Zoho CRM as customers and contact persons in Zoho Commerce.
    • Contacts: Syncs contacts from Zoho CRM as customers in Zoho Commerce.
    • Accounts & their Contacts: Fetches accounts and their associated contacts from Zoho CRMas customers and their associated contacts in Zoho Commerce
    • Include contacts that are not associated with any accounts in Zoho CRM as customers in Zoho Commerce.
  • Select the extent of the sync:
    • Fetch from CRM: Syncs only records that already exist in Zoho CRM to Zoho Commerce.
    • Sync both ways: Syncs records and updates between Zoho Commerce and Zoho CRM.
  • Choose how to handle duplicate customers:
    • Clone: Creates a new customer and retains the existing customer.
    • Overwrite: Replaces the existing customer with the new record. You cannot undo this action.
    • Skip: Does not fetch the new record and retains the existing customer.
  • Select the Zoho CRM view to sync. Zoho Commerce fetches the records under the selected view as customers.
  • Map the Zoho Commerce customer fields to the corresponding Zoho CRM fields.
    • Map all mandatory fields, including Customer Number and Display Name.
    • Map additional fields such as Company Name, First Name, Last Name, Email, Phone, address fields, Country Code, VAT Registration Number, and Remarks when required.
    • Map the Phone and Shipping Phone fields using the recommended international format: +Country Code-Mobile Number.
  • Click Save and Sync to save the mapping and start synchronization.

You can click Save and Sync later to save the mapping without starting the sync. Click Cancel to discard the changes.

After the sync starts, Zoho Commerce fetches records according to the selected module, view, sync extent, and duplicate-handling option. The selected field mapping determines which values are sent to Zoho CRM.

Insight: The integration supports automatic sync once it is configured, helping you manage customer relationships without repeated manual updates.

Disconnect the Integration

If you no longer want to use Zoho CRM with your store, you can disconnect the integration.

To disconnect:

  • Go to Settings and click Zoho Apps under Integrations & Marketplace.
  • Select Zoho CRM.
  • Click Disable Integration in the Zoho CRM Organization section.
  • Click Disable in the confirmation dialog.

Click Cancel in the confirmation dialog to keep the integration enabled.

Once disabled, data synchronization between Zoho Commerce and Zoho CRM stops.