Solved Logging Chats in the Zoho CRM

[bobgaito]

Hi, I have recently integrated 3CX with our Zoho CRM system and it works great. I am having one problem however, I can not get Chats/SMS messages sent with 3CX to be logged within the CRM. During the integration process I have "Checked the box" to enable Chat Journaling but that doesn't seem to work. Any thoughts?

 

[xcobean]

Hi,

Please share the screenshot of the chat journaling option section in 3CX.

 

[edossantos]

Hi, I have recently integrated 3CX with our Zoho CRM system and it works great. I am having one problem however, I can not get Chats/SMS messages sent with 3CX to be logged within the CRM. During the integration process I have "Checked the box" to enable Chat Journaling but that doesn't seem to work. Any thoughts?

Can you confirm that you see the matching CRM contact details in 3CX when you receive this SMS / chat?

In order to log the chat, you need to select "Dealt with" in 3CX. Are you doing that?

 

[edossantos]

Thanks for your response. Here is the screen shot. I appreciate your help.

Please remove this screenshot as it has your refresh token, which can be used to access your data. Also, ensure that you revoke that token in Zoho.

Also, please check my previous questions. If you provide detail, we can help.

 

[bobgaito]

Can you confirm that you see the matching CRM contact details in 3CX when you receive this SMS / chat?

In order to log the chat, you need to select "Dealt with" in 3CX. Are you doing that?

I didn't realize that I needed to do that. I just sent a new chat to a phone number that is in the ZOHO CRM (as a Lead) and then clicked on "Dealt With" as you suggested. Unfortunately it the chat still was not logged.

 

[edossantos]

I didn't realize that I needed to do that. I just sent a new chat to a phone number that is in the ZOHO CRM (as a Lead) and then clicked on "Dealt With" as you suggested. Unfortunately it the chat still was not logged.

Can you confirm that you see the matching CRM contact details in 3CX when you receive this SMS / chat? If the contact is not matched, then the chat will not be logged. You should see the contact name taken from Zoho in the Web Client. Do you see this?

In order to investigate the issue, please enable verbose logs from the 3CX Console > Dashboard > Activity Log > Settings. Then make a test call where you reproduce the issue, and check the 3cxSystemService.log file that you can download from the 3CX Console > Dashboard > Activity Log > Logs button > Instance folder.

 

[bobgaito]

Thank you, here is a new screenshot.

I do indeed see the CRM contact details when I receive an SMS within 3CX. I turned on the logs as you outlined.

 

[edossantos]

The log shows many errors. For example:

2024/01/15 15:50:37.380|24578|0041|Erro|CRM: Exception executing contact lookup for number '010223': System.Exception: Server returned a non successful status code - HTTPStatusCode=BadRequest - Reason= - Content={"code":"INVALID_QUERY","details":{"reason":"the field is not available for search","api_name":"Fax"},"message":"invalid query formed","status":"error"}

This is because the field "Fax" is not visible. This article from Zoho explains how to enable it:
https://help.zoho.com/portal/en/kb/...zation#How_to_show_or_hide_fields_in_Zoho_CRM

2024/01/15 16:13:41.417|24578|0036|Erro|CRM: Exception during chat reporting: System.Exception: Server returned a non successful status code - HTTPStatusCode=BadRequest - Reason= - Content={"data":[{"code":"INVALID_DATA","details":{"api_name":"What_Id","json_path":"$.data[0].What_Id"},"message":"invalid data","status":"error"}]}

In this case the field What_Id is set to the Lead ID returned during lookup. This somehow is considered invalid. We would need to confirm what's happening during lookup. This part for chat is in the Management Console log, so you will need to check that file.

 

[bobgaito]

Thank you! I added the Fax fields back to the Leads, Accounts, and Contacts modules in the CRM and now everything works perfectly. Not sure why the What_Id field caused an issue before but all is good now. Thanks again.

 

[edossantos]

Glad to know that the issue is solved now. Maybe the missing Fax field was causing that the Lead lookup failed. We would need the logs to check....

 

[bobgaito]

Thanks again for your help, everything is working perfectly. If you still want the log, I have attached it here for your review. Please let me know if you need anything else.