Zoho permissions, call data and recordings

Understand which connection you are enabling

The PhoneBridge connection makes GoDesk the telephony provider for the documented Zoho setup. The GoDesk Phone CRM extension provides the browser phone panel. Optional GoDesk platform connections for CRM records, Desk tickets, Calendar, Meeting and Mail have separate configuration and permission scopes.

Agree which components you need. Authorising calling does not mean every GoDesk message, module or customer record is shared with Zoho.

PhoneBridge authorisation

A Zoho administrator authorises the connection using Zoho’s sign-in and consent screen. The documented calling connection requests:

• PhoneBridge.call.log for call reporting and logging.
• PhoneBridge.zohoone.search for the caller lookup used by the integration.

GoDesk receives authorisation tokens rather than your Zoho password. The connector also uses the Zoho user list and extension pairings to route call information to the right agent. Review the separate CRM extension installation permissions before installing it.

Official reference: Zoho PhoneBridge authorisation documentation.

Call information shared with Zoho

With reporting enabled, GoDesk sends call events and call details such as direction, start time, duration, the business number used and the mapped agent. Zoho matches the customer’s number with a contact or lead. Notes saved after the call form part of the Zoho call record.

When enabled, recording sharing adds a link to the GoDesk recording. The recording remains subject to GoDesk retention and access controls. Your organisation should decide which users may access recordings and provide any required recording notice.

Control sharing and disconnect

Administrators can turn call reporting and recording sharing off separately in the GoDesk Voice Zoho tab. Use the disconnect and uninstall guide to remove the calling connection and extension completely.

Deleting a GoDesk recording does not remove the existing Zoho call record. Removing the connector does not erase your whole GoDesk workspace. For retention, rights requests and other channels, read the GoDesk privacy policy.