--- title: Assign Zoho CRM calls and texts to the agent who handled them description: Set the 800.com agent who answered a call or sent a text as its owner in Zoho CRM, matched by email, with no manual user ID mapping. --- [Skip to content](https://support.800.com/en-us/hc/assign-zoho-crm-calls-and-texts-to-the-agent-who-handled-them#main-content) [![800.com Help Center](https://support.800.com/hs-fs/hubfs/800%20Logo%20Blue.png?width=150&height=26&name=800%20Logo%20Blue.png)](https://www.800.com/) - [Call us (800) 800-4321](tel:+18008004321) - [Sign in](https://support.800.com/hc/en-us/signin) Open main navigation Close main navigation - [Call us (800) 800-4321](tel:+18008004321) - [Sign in](https://support.800.com/hc/en-us/signin) - [Submit a request](mailto:support@800.com) [Submit a request](mailto:support@800.com) 800.com Help Center - There are no suggestions because the search field is empty. 1. [800 Support Center](https://support.800.com/en-us/hc?hsLang=en-us) 2. [Call Tracking](https://support.800.com/en-us/hc/call-tracking?hsLang=en-us) 3. [Integrations](https://support.800.com/en-us/hc/call-tracking?hsLang=en-us#integrations) November 10, 2026 # Assign Zoho CRM calls and texts to the agent who handled them If your team uses Zoho CRM, each call and text that 800.com syncs can now be owned in Zoho by the person who handled it. When an agent answers a call or sends a text, 800.com matches their email address to a Zoho user and sets that user as the record's **Owner**. This makes it easy to see who handled each conversation, report on activity by agent, and keep follow-up with the right person. You no longer need to build a manual Value Map of Zoho user IDs. You'll find this setting under **Settings \> Integrations \> Zoho CRM \> Configure Field Mapping**. ### Before you start - **Connect the Zoho CRM integration.** See How to Integrate 800.com with Zoho CRM. - **Renew your credentials if you see a notice.** If you connected Zoho before this update, your Zoho integration page shows a notice asking you to renew. Click **Renew Credentials** and approve access in Zoho. This lets 800.com read your list of Zoho users. New connections don't need this step. - **Use the same email in both places.** Each agent's 800.com email must match their Zoho CRM user email for the owner to be set. ### Set the owner for calls New Zoho CRM connections set this up for you. If you connected Zoho before this update, your saved field mapping stays the same until you change it. To add the owner: 1. Go to **Settings \> Integrations** and open **Zoho CRM**. 2. Click **Configure Field Mapping** and select the **Calls** tab. 3. Do one of the following: - Click **Restore Defaults** to add the new default owner row. - Or add a mapping yourself: choose **Call › Agent e-mail** as the source, **Owner** as the Zoho field, and **Match CRM owner by email** as the transform. 4. Click **Save**. **Call › Agent e-mail** is the email of the 800.com user who answered the call. If nobody answered it, the call's assigned user is used instead. ### Set the owner for texts Texts synced to Zoho are logged as notes on the contact. To set their owner: 1. In **Configure Field Mapping**, select the **SMS** tab. 2. Map **Message › Agent e-mail** to **Owner**, with the **Match CRM owner by email** transform. 3. Click **Save**. If you've never saved changes on the SMS tab, the owner row is added for you automatically. ### How owner matching works When a call or text syncs, 800.com takes the agent's email address and looks for a Zoho CRM user with the same email. - **If a match is found,** that Zoho user is set as the Owner. - **If no match is found,** the owner is left out and the call or text still logs in Zoho with your default owner. Nothing is lost. ### Owner matching in other CRMs The same **Match CRM owner by email** option works with your other CRM integrations: | CRM | Where the agent can be set as owner | | --- | --- | | **HubSpot** | Calls, texts, follow-up tasks and deals | | **Salesforce** | Calls, texts and follow-up tasks | | **Zoho CRM** | Calls, texts and follow-up tasks | | **GoHighLevel** | Follow-up tasks only. GoHighLevel messages don't have an owner field. | ### Frequently asked questions **Do I still need to map Zoho user IDs by hand?** No. Match CRM owner by email finds the right Zoho user automatically, so a manual Value Map isn't needed. **Why are my calls still owned by the default user?** Check that: - You clicked **Renew Credentials** if a notice appeared on your Zoho integration page. - Your Calls tab has a row mapping **Call › Agent e-mail** to **Owner** with **Match CRM owner by email**, or click **Restore Defaults** to add it. - The agent's 800.com email matches their Zoho user email exactly. **What happens if an agent doesn't have a Zoho account?** The call or text still logs in Zoho with your default owner. **Can I set the owner of contacts and leads this way?** Not yet in Zoho CRM. 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