Zoho CRM stopped auto create leads after latest update

[eurotechgr]

Hello,

Until now when an unknown caller call us, 3cx creating a lead to zoho crm.

After the last update recently this function has stopped.

I have this error


Info|CRM: about to report 1 calls at maxConcurrency 16
2023/09/05 15:14:56.577|26286|0029|Verb|CRM: Triggering Call Journaling with values - CallType='Inbound' - PhoneNumber='222222222' - ContactName='' - AgentExtension='101' - AgentFirstName='Petros' - AgentLastName='Giannopoulos' - AgentEmail='[email protected]' - ContactRawData='' - StartTime='09/05/2023 12:14:41' - EndTime='09/05/2023 12:14:56' - EstablishedTime='09/05/2023 12:14:47'
2023/09/05 15:14:56.579|26286|0029|Verb|CRM: Processing scenario 'ReportCall'.
2023/09/05 15:14:56.579|26286|0029|Verb|CRM: Creating new HttpClient for Scenario authentication.
2023/09/05 15:14:56.579|26286|0029|Verb|CRM: Header 'Authorization' = 'Zoho-oauthtoken 1000.b7070ec20597c64bd6ebf006a37eaa43.764be61443048f89998b7b925ac4e1fd'
2023/09/05 15:14:56.579|26286|0029|Verb|CRM: Skipping request...
2023/09/05 15:14:56.579|26286|0029|Verb|CRM: Continue with empty matching.
2023/09/05 15:14:56.579|26286|0029|Verb|CRM: Processing scenario 'CreateCall'.
2023/09/05 15:14:56.579|26286|0029|Verb|CRM: Creating new HttpClient for Scenario authentication.
2023/09/05 15:14:56.579|26286|0029|Verb|CRM: Header 'Authorization' = 'Zoho-oauthtoken 1000.b7070ec20597c64bd6ebf006a37eaa43.764be61443048f89998b7b925ac4e1fd'
2023/09/05 15:14:56.579|26286|0029|Verb|CRM: Skipping request...
2023/09/05 15:14:56.579|26286|0029|Verb|CRM: No matchings found.

Any idea what is wrong ?

Thank you !

 

[edossantos]

Since 3CX v18 U8, contacts are not created automatically anymore in the CRM. You will need to create them manually from the Web Client / Desktop app. When you receive a call from a number that can't be matched to a CRM contact, you will see an "Add contact" link, which you can click to fill the details and create the contact.

 

[sachin.g]

For the automation process what we will do add contact we want if number not found in look up leads and contact add then to contacts

 

[TheodorosG_3CX]

For the automation process what we will do add contact we want if number not found in look up leads and contact add then to contacts

The order can be changed from the management console(Dashboard<<Settings<<CRM) as per below screenshot:

 

[sachin.g]

For the New number I have already selected this but any unknown caller not creating lead or contacts only logs are created

 

[TheodorosG_3CX]

Kindly check previous reply as this has been clarified:
"Since 3CX v18 U8, contacts are not created automatically anymore in the CRM. You will need to create them manually from the Web Client / Desktop app. When you receive a call from a number that can't be matched to a CRM contact, you will see an "Add contact" link, which you can click to fill the details and create the contact."

 

[58voip]

Can the existing contact of the Zoho CRM pop up automatically as previously if he calls in?

 

[TheodorosG_3CX]

Of course, since the contacts already exist in the CRM, there will a contact match returned and have the pop-up.

 

[greychain]

"Since 3CX v18 U8, contacts are not created automatically anymore in the CRM. You will need to create them manually from the Web Client / Desktop app. When you receive a call from a number that can't be matched to a CRM contact, you will see an "Add contact" link, which you can click to fill the details and create the contact."

What is the reason for this? Is this a change at Zoho end or can I modify the CRM integration to perform the automatic creation?

Also is there a video showing how to add contacts from unknown numbers using the webclient? Found it

 

[edossantos]

What is the reason for this? Is this a change at Zoho end or can I modify the CRM integration to perform the automatic creation?

With the previous implementation the CRM was being flooded with contacts with the same name (New 3CX Contact). Also, this was creating contacts for personal calls for example. Now agents can decide if the contact should be added or not on a per call basis, and set the correct name from the beginning.

If you need the old behavior, you will need to edit the template.

 

[greychain]

"If you need the old behavior, you will need to edit the template.", I see the settings are still there in the template

 

[greychain]

I worked out I was using the web client wrong and clicking on the + button before answering the call.

I have a customer that wants to go back to automatically creating leads and so would prefer the old function.

 

[edossantos]

I have a customer that wants to go back to automatically creating leads and so would prefer the old function.

You will need to edit the template for that, as the old functionality is not available anymore.

 

[2101]

Hello, @edossantos Are there any guides on how and what to edit in the template?

 

[edossantos]

Check this for an explanation for the HubSpot template, the same applies here:
https://www.3cx.com/community/threads/hubspot-not-showing-all-calls.122311/#post-573343