Amplifyreach integration with Zoho


Integrating Zoho


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Please follow the below steps to integrate your Zoho account with AmplifyReach Catalyst Platform and create tickets for conversation

On Zoho:
  • Login to your Zoho account.
  • Click the Settings icon > Setup > Developer Space > APIs

  • Click the Settings icon and click the Authentication Token Generation link.

  • Now enter your Application Name for which you want to generate Auth Token.

  • Sample Response, Note the AUTHTOKEN from response #
    #Wed Dec 27 04:42:07 PST 2017
    AUTHTOKEN=a6ce90e5d8022cb08256d5257bf20bb5
    RESULT=TRUE
On AmplifyReach Catalyst Platform
  • Login to your AmplifyReach account
  • Go to "Bot Studio -> My Conversations -> Add New Conversation" to create a new conversation.

  • Go to "Bot Studio -> Deployment", click on "New Deployment"

  • Select Conversations you want to deploy and also select "Zoho" under Integration
  • Add Zoho "API key/AUTHTOKEN"
  • Click on the "Verify Connection" and test the connection with Zoho

  • Click on "Deploy Instance"
  • Copy the "Client Widget Code" for the deployed instance and paste that code into your website HTML

  • Click on the widget to start the conversation using AmplifyReach Chat Bot

You have now integrated your Zoho account with AmplifyReach Chat Bot.

Zoho Tickets & Conversations


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AmplifyReach Catalyst Platform integration with Zoho will create tickets for each conversation.

  • On Zoho Dashboard/Activities, you can see tickets created for the conversations

  • When Bot handles the conversation successfully a ticket is created with its priority as “Normal” and the complete conversation is captured as part of the ticket.
  • If the Bot is unable to handle the conversation it transfers the chat to a human agent if human agent support is enabled.

    Tip: To enable go to Bot Studio → My Conversations → Messages → System Messages Settings → Human Agent Supported

  • The Zoho ticket would have a "Start Chat" option in the ticket for conversations which are handover by Bot to the human agent.

    Tip: Human-Agent Support has to be enabled for the "Start Chat" option

  • Clicking on the "Start Chat" option with-in the ticket would open up an agent dashboard login terminal. Please use your AmplifyReach credentials for login. Please refer to Agent Terminal documentation for more details.

    Tip: Use your AmplifyReach Catalyst Platform account email address, without the domain name.

  • After login, you can check the handover chats under the PENDING of Home -> Chat Tabs. Please refer Accepting Handover Chats documentation.

  • Choose the pending chat and take over the conversation with your customer.