In this session, you’ll see a complete walkthrough of our Zoho Voice SMS extension — a widget we created to allow full texting functionality directly inside Zoho CRM. Since Zoho Voice is a strong phone system but does not natively support sending or receiving text messages from CRM records, this extension fills that critical gap.
Zoho Voice has no native SMS inside CRM:
Zoho Voice is a solid phone system, but it doesn’t include the ability to send or receive SMS directly from Leads, Contacts, or Deals in CRM. Teams are forced to jump between apps or devices, losing the continuity and speed expected in customer communication.
Incoming messages get lost or delayed:
Without built-in SMS capture, Zoho Voice users often miss texts entirely. Even when a message arrives, there’s no automatic link to the right CRM record — causing confusion, follow-up delays, and gaps in customer history.
No automation for follow-ups or workflows:
Zoho Voice by itself cannot trigger SMS from CRM workflows, schedules, or conditions. There is no drip sequence, no automated text on lead creation, and no programmable logic — making texting inconsistent and manual.
No MMS support inside CRM:
Sending images or attachments isn’t possible natively. For industries that rely on photos (services, inspections, repairs, healthcare, real estate), this limitation breaks the communication flow.
Difficulty managing multiple numbers:
Teams using multiple Zoho Voice numbers have no way to choose which number to send from inside CRM. This leads to branding inconsistency, customer confusion, and mix-ups between departments (sales vs. support vs. operations).
No handling of unknown numbers:
When someone texts a Zoho Voice number, the CRM doesn’t know who they are. The message is disconnected from your system, and no Lead or Contact is created — causing missed opportunities and slow response times.
Team members aren’t notified when a text arrives:
Zoho Voice doesn’t alert users when SMS messages come in. Without proactive notifications, response times suffer, customers wait, and conversations fall through the cracks.
Manual, repetitive texting slows teams down:
Without templates, merge fields, or scheduling options, users must type every message manually, leading to slow outreach and inconsistent messaging.
1. Chat Screen Inside CRM Modules:
A dedicated messaging window appears inside Leads, Contacts, and Deals — letting you read and send SMS using Zoho Voice.
2. Full SMS Reception Inside Zoho CRM:
Incoming messages sync directly into the corresponding record
3. Smart Zoho Cliq Notifications:
Alerts go to the person who last texted the record; if none, the record owner receives the alert.
If no matching lead or contact exists, a Lead is automatically created (if you have the toggle enabled in settings).
4. Drip Campaigns for Leads, Contacts & Deals:
Create SMS drip campaigns based on CRM workflows.
5. STOP & UNSUB Handling:
If a contact replies with STOP, the system automatically unsubscribes them.
6. SMS Templates for Faster Communication:
Predefined templates can populate the chat window instantly — including merge fields for personalization.
7. Mass SMS Capabilities:
Send bulk text messages from list views using templates.
8. MMS Support:
Attach and send images (1.5mb file size limit).
9. Multiple Number Support:
Users can switch between Zoho Voice numbers inside the widget.
Yes — but we highly recommend letting our team install it free of charge, as Zoho Voice contains limitations we bypass using proprietary code.
No. It works entirely inside Zoho Voice + Zoho CRM.
Yes — PNG/JPEG files up to 1.5MB.
A new Lead is automatically created if the toggle is enabled in CRM.
Yes — based on CRM workflow rules
Yes — workflow-based SMS triggers are built in.
Yes — all numbers added in Zoho Voice appear for selection.
Yes, you can seamlessly integrate your Twilio phone number to send and receive texts, consolidating your communication channels.