SETUP
Administrator screens
Zoho OAuth
Connect this Zoho CRM organisation to ZE Messenger from Admin, then OAuth Setup.
GUIDETwilio settings
Connect your Twilio account from Admin, then Twilio, and then connect each number for text and voice. Twilio charges are separate from the Messenger subscription.
GUIDEUser settings
Choose which Zoho CRM users can use ZE Messenger from Admin, then Settings, then Users. Changes save automatically.
GUIDESystem settings
Set organisation defaults for the inbox, merge tags, scheduled messages, and browser calls from Admin, then Settings, then System. Save settings writes the form.
GUIDEAI settings
Opt the organisation in to messaging, bots, calls, and voicenotes from Admin, then Settings, then AI. Usage counts against the plan’s monthly AI allowance.
GUIDEAppearance settings
Choose the organisation theme from Admin, then Settings, then Appearance. Light and dark mode still follow each person’s own preference.
GUIDECommunication hours settings
Set separate windows for SMS and for calling from Admin, then Settings, then Communication Hours. Times use the CRM organisation time zone. Outside the window, Messenger schedules the action for the next open window unless the permission below allows it through.
GUIDEInbound calls settings
Set behaviour shared by every number from Admin, then Settings, then Inbound Calls. The steps for a single number are set on Twilio, in that number’s call routing.
GUIDECall recordings settings
Record both sides of inbound and outbound calls from Admin, then Settings, then Call Recording. When the call ends, the recording is attached to the ZE Message record as an MP3.
GUIDEAutomation settings
Webhooks, connections, organisation rules, and API keys live under Admin, then Automation. The four areas are Webhooks, Connections, Automations, and APIs.