DoubleTick – Zoho CRM Integration
The native integration between DoubleTick and Zoho CRM is designed to connect your CRM system with your WhatsApp communication platform.
In simple words:
If a lead is created in Zoho CRM, it automatically appears in DoubleTick.
If a new customer messages you on DoubleTick for the first time, a lead is automatically created in Zoho CRM.
If you update information in one system, it updates in the other system as well.
This article explains the complete setup process and clearly describes how the integration works using the same flow shown in the demo video.
What This Integration Helps You Do
Before integration, teams usually:
Create leads manually in Zoho.
Manually save WhatsApp contacts in CRM.
Update details separately in both systems.
After integration:
Leads sync automatically.
Customer details remain consistent.
There is no duplicate data entry.
Sales and WhatsApp teams work in sync.
Where to Find the Integration in DoubleTick
To start the integration:
Log in to DoubleTick.
Go to Settings.
Click on Integrations.
Select Zoho CRM.
Click on Connect Zoho.
Accept the authorization request.
Once connected, you will see the sync status. If required, you can click Restart Sync to configure everything from the beginning.
Step 1: Mapping Zoho Lead Owners to DoubleTick Team Members
After clicking Start Sync, the first screen is the user mapping step.
On this screen:
You will see Zoho Lead Owners on one side.
You will see DoubleTick team members on the other side.
For example:
Zoho may have lead owners like Yuga or Rajan.
You can map them to DoubleTick users such as Aaraj or Rhythm.
You can even map one Zoho user to multiple DoubleTick users if required.
Why this is important:
This ensures that when a lead syncs from Zoho to DoubleTick, it gets assigned to the correct team member.
After mapping users, click Proceed.
Step 2: Selecting Modules to Sync
Next, you will choose which Zoho module you want to sync.
Available modules may include:
Leads
Contacts
Accounts
In most cases, businesses choose Leads.
Select the module and continue.
Step 3: Field Mapping (Very Important Step)
Now you will see the field mapping screen.
On the left side: DoubleTick fields.
On the right side: Zoho CRM fields.
This step connects specific data fields between the two systems.
Mandatory Fields
Some fields are mandatory in Zoho CRM. These are already pre-mapped and cannot be removed.
A check mark indicates which fields are required.
These fields must remain mapped for the sync to function correctly.
Step 4: Start the Sync
After completing:
User mapping
Module selection
Field mapping
Click Start Now.
The sync process will begin.
Once completed:
All selected Zoho leads will be mapped into DoubleTick’s Customers data.
Future leads will continue syncing automatically.
Creating Custom Fields
You can also:
Delete unnecessary custom fields.
Create new custom fields in DoubleTick.
For example:
If you want to create a custom field called “Address” in DoubleTick and map it to the “City” field in Zoho:
Click Create Custom Field.
Name the field (e.g., Address).
Select the correct type.
Map it to Zoho’s City field.
Click Proceed.
Only mapped fields will sync between both platforms.
Important: Custom Field Type Must Match in Both Platforms
When creating or mapping custom fields during the integration setup, make sure the field type is the same in both Zoho CRM and DoubleTick.
If the field types are different, the sync may not work properly.
Example
If you have a custom field in Zoho CRM:
Field Name: Company Phone
Field Type: Number
Then in DoubleTick, you must also create:
Field Name: Company Phone
Field Type: Number
If you create it as Text in DoubleTick instead of Number, the data may not sync correctly.
Always ensure the field type matches exactly in both platforms for smooth and accurate synchronization.
Two-Way Sync
The integration does not work in one direction only. It works both ways.
Zoho → DoubleTick
New lead in Zoho = New customer in DoubleTick.
Updated field in Zoho = Updated field in DoubleTick.
DoubleTick → Zoho
If a new person messages you on WhatsApp for the first time:
A new lead is automatically created in Zoho CRM.
If you update a mapped field in DoubleTick (for example, Email ID):
That Email ID is automatically updated in Zoho CRM.
This applies to all mapped fields.
Example:
Change Email ID in Zoho → Updated in DoubleTick.
Change Email ID in DoubleTick → Updated in Zoho.
This keeps both systems perfectly synchronized at all times.
Real-Time Sync Example
Let us understand how it works using a practical example similar to the demo.
Example 1: Creating a Lead in Zoho
In Zoho CRM:
Create a new lead.
Enter a name.
Enter a company name.
Enter a phone number.
Enter City as Delhi.
Save the lead.
Now go to DoubleTick:
Open the Customers section.
Search for the same name.
You will see:
The customer is automatically created.
The custom field (City/Address) shows Delhi.
The data matches Zoho.
Example 2: Updating Information in Zoho
Suppose you edit the lead in Zoho and change:
City: Delhi → Mumbai
After saving the change:
Go back to DoubleTick.
Search for the same customer.
You will see that the City field has automatically updated to Mumbai.
This proves that updates made in Zoho reflect in DoubleTick.
What Happens in the Background?
Once sync is active:
Existing Zoho leads are pushed into DoubleTick.
New Zoho leads automatically create DoubleTick customers.
New DoubleTick conversations automatically create Zoho leads.
Any updates in mapped fields reflect instantly.
You do not need to manually trigger anything after setup.
If You Need to Change Settings Later
You can:
Go to Settings → Integrations → Zoho CRM.
Click Restart Sync.
From there, you can:
Re-map users.
Modify field mappings.
Add or remove custom fields.
Change modules.
Important Things to Remember
Only mapped fields will sync.
Mandatory fields cannot be removed.
Always test with one sample lead before using it fully.
Ensure phone numbers are entered correctly in Zoho.
Do not delete mapped fields after the sync has started.
Key Benefits of the Integration
Automatic lead creation in both systems.
No manual duplication of work.
Real-time two-way data updates.
Correct lead assignment.
Consistent customer information.
Better coordination between sales and WhatsApp teams.
Conclusion
The DoubleTick – Zoho CRM integration connects your CRM and WhatsApp system into one unified workflow.
Whether a lead is created in Zoho or a customer messages you on DoubleTick:
The data syncs automatically.
Updates reflect instantly.
Both platforms remain aligned.
This integration saves time, reduces errors, and ensures that no customer inquiry or update is ever missed.
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