Auto-Initiate Voice Calls from Zoho CRM using Webhooks

This guide shows you how to integrate your Zoho CRM workflow with the CRM Messaging Voice Call API to automatically trigger outgoing calls based on a CRM event (e.g., Lead Creation).

Prerequisites

1. CRM Messaging Account: You must have an active account, a purchased phone number, and a calling plan.
2. API Credentials: You need your CRM Messaging API Key/Token, which can be obtained from the Developer Section of your CRM Messaging account.
3. Zoho CRM Access: You need administrative rights to create and modify Workflow Rules and Webhooks.

Step 1: Define the Zoho Workflow Rule

1. Navigate to Settings in Zoho CRM.
2. Go to Automation $\rightarrow$ Workflow Rules.
3. Click Create Rule.
4. Select Module: Choose the module (e.g., Leads) where you want the call to trigger.
5. Rule Name: Give it a descriptive name (e.g., “Welcome Call on New Lead”).
6. Execute On: Define the trigger condition. In the transcript example, the rule is set to trigger when a Lead is Created.

Step 2: Configure the Webhook Action

The action associated with the workflow rule will be a Webhook that calls the CRM Messaging API.

1. Under Instant Actions, select Webhook and click Create Webhook.
2. Webhook Name: Enter a name (e.g., “CRM Messaging Voice API Call”).
3. URL to Notify: This is the API endpoint.
   • Method: POST
   • URL: https://campaigns.crm-messaging.cloud/api/voice-call (as per the documentation)
4. Header: Select “Add custom parameters” to include the authorization token.
   • Key: Authorization
   • Value: Bearer YOUR_CRM_TOKEN (Replace YOUR_CRM_TOKEN with your actual token from the CRM Messaging Developer Section).

Step 3: Configure the JSON Request Body

The API requires a specific JSON payload. Zoho allows you to send this as Raw Data.

1. Under the Body section, select the Raw Data option (or equivalent JSON body type).
2. Paste the JSON structure, using Zoho Merge Fields to pull dynamic data like the mobile number.

Key	Value (Using Zoho Merge Field)	Description
"toNumber"	${Leads.Mobile} or ${Leads.Phone}	The recipient’s number, pulled dynamically from the Lead record.
"fromNumber"	"13024878460"	Your purchased sender ID (must be a static, valid number).
"content"	"Hello, this is a welcome call from CRM Messaging."	The text-to-speech message content.
"messageType"	"text"	Specifies the type of call.
"voice"	"Polly.Joanna"	The desired voice.

Example Raw JSON Payload (using Zoho Merge Fields):

JSON

{
  "toNumber": "${Leads.Mobile}",
  "fromNumber": "13024878460",
  "content": "Hello, this is a welcome call from CRM Messaging. We are glad to have you.",
  "messageType": "text",
  "voice": "Polly.Joanna"
}

3. Save and Associate the webhook with the workflow rule.

If you want pre-recorded audio to play, then update the payload to

{
  "toNumber": "${Leads.Mobile}",
  "fromNumber": "13024878460",
  "messageType": "audio",
  "audioUrl": "https://example.com/audio.mp3"
}

Step 4: Test the Automation

1. Go to the Leads module and click Create Lead.
2. Enter all required information, ensuring you provide a valid mobile number in the field used for the toNumber parameter.
3. Save the Lead.
4. The workflow rule will trigger, the webhook will execute, and the outgoing voice call should be initiated immediately to the mobile number you provided in the lead record.