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Connect BuildBetter with Zoho Voice to import your phone call recordings, enabling you to analyze customer conversations, support calls, and sales interactions with BuildBetter’s AI.

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Overview

The Zoho Voice integration enables you to:
  • Import call recordings from Zoho Voice
  • Analyze customer support and sales calls
  • Track call patterns and trends
  • Extract insights from voice conversations
  • Maintain automatic sync of new calls
Integration Type: One-way import (Zoho Voice → BuildBetter) Authentication: OAuth 2.0 Sync Frequency: Automatic polling for new calls

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Features

  • Call Recording Import: Import phone call audio files
  • Call Metadata: Duration, timestamps, and call details
  • Date Range Filtering: Control which calls to import by date
  • Automatic Polling: New calls are automatically detected and imported
  • Secure Authentication: OAuth 2.0 authorization

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Setup Guide

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Prerequisites

  1. Zoho Voice Requirements:
    • Active Zoho Voice account
    • OAuth authorization (handled by BuildBetter)
    • Call recording enabled in Zoho Voice
  2. BuildBetter Requirements:
    • Active BuildBetter account
    • Admin privileges for integration setup

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Quick Setup

  1. Initiate Connection
    • Go to Settings > Integrations in BuildBetter
    • Select “Zoho Voice” from recording import integrations
    • Click “Connect to Zoho Voice”
  2. Authorize OAuth
    • You’ll be redirected to Zoho Voice authorization
    • Log in to your Zoho Voice account
    • Review and approve the requested permissions:
      • Read access to call logs and recordings
      • Create access for batch downloads
    • Click “Authorize”
  3. Configure Import Settings
    • Set date range for initial import
    • Review import configuration
    • Save settings
  4. Start Import
    • Click “Import” to begin importing calls
    • Monitor import progress in the dashboard
    • BuildBetter will automatically check for new calls

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OAuth Permissions

The integration requests the following Zoho Voice scopes:
  • ZohoVoice.call.READ - Read access to call logs and recordings
  • ZohoVoice.call.CREATE - Create access for batch operations
  • ZohoVoice.call.DELETE - Delete access for transcription management
All permissions are managed securely through BuildBetter’s OAuth integration.

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Imported Data

When calls are imported from Zoho Voice, the following data is preserved:

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Call Recordings

  • Audio Files: Call recording audio downloaded and stored
  • Filename: Recording filename from Zoho Voice
  • Format: Audio format as provided by Zoho Voice

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Call Metadata

  • Call ID: Unique log ID from Zoho Voice
  • Call Name: Recording filename or log ID
  • Recorded At: Call answer timestamp
  • Duration: Call duration in seconds
  • Platform: Zoho Voice attribution

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Import Settings

  • Interaction Type: Set to external
  • Visibility: Set to public within workspace
  • Owner: User who created the integration

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Available Call Data (Not Currently Imported)

The Zoho Voice API provides additional data that is not currently imported:
  • Call Type: Incoming, outgoing, missed, bridged, or forward calls
  • Participants: Agent numbers, caller ID, destination numbers
  • Caller Information: Caller ID name and number
  • Department: Department associations
  • DID Numbers: Direct inward dial numbers
  • Transcripts: Call transcriptions (API supports but not imported)

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Filtering Options

Currently Supported:
  • Date range filtering (start date and end date)
Available in API (Not Yet Implemented):
  • Agent filtering
  • Call type filtering (incoming/outgoing/missed)
  • Department filtering
  • Number ID filtering
  • Voicemail filtering
  • Recording-only filtering

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Usage

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Viewing Imported Calls

  1. Navigate to the Calls section in BuildBetter
  2. Calls imported from Zoho Voice will show “Zoho Voice” as the source
  3. Filter by source to view only Zoho Voice calls
  4. Access all standard BuildBetter features:
    • Listen to recordings
    • Extract signals
    • Generate summaries
    • Share with team

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Analysis Features

Once imported, Zoho Voice calls are analyzed by BuildBetter:
  • Signal Extraction: Detect customer issues, requests, and sentiment
  • AI Summaries: Generate summaries of calls
  • Trend Analysis: Identify patterns across calls
  • Call Organization: Organize calls into folders and collections
  • Document Generation: Create reports and insights from calls

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Automatic Updates

After initial setup, BuildBetter automatically:
  • Polls for new Zoho Voice calls
  • Imports new recordings
  • Processes audio files
  • Updates your call library

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Use Cases

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Customer Support

  • Analyze support call quality
  • Identify common customer issues
  • Track issue resolution patterns
  • Generate support insights

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Sales Analysis

  • Review sales call effectiveness
  • Identify successful approaches
  • Track call outcomes
  • Analyze sales conversations

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Quality Monitoring

  • Monitor call quality
  • Review agent performance
  • Identify training needs
  • Track compliance

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Product Feedback

  • Extract feature requests from calls
  • Identify product issues
  • Understand customer needs
  • Inform product decisions

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Limitations

  • One-Way Import Only: Calls are imported from Zoho Voice to BuildBetter. No data flows back to Zoho Voice.
  • Recordings Only: Currently only imports call recordings, not transcripts.
  • No Participant Data: Caller and agent information is not imported.
  • Basic Filtering: Only date range filtering is currently supported.
  • No Call Type Distinction: Doesn’t differentiate between incoming/outgoing/missed calls.
  • Limited Metadata: Many available fields (department, call type, etc.) are not imported.
  • OAuth Authentication: Managed through BuildBetter’s secure integration system.

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Troubleshooting

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Connection Issues

  • Verify OAuth authorization completed successfully
  • Check that you approved all requested permissions
  • Ensure your Zoho Voice account is active
  • Try disconnecting and reconnecting
  • Check integration status in Settings > Integrations

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No Calls Being Imported

  • Check your date range settings
  • Verify calls exist in Zoho Voice for the specified period
  • Ensure calls have recordings available
  • Confirm call recording is enabled in Zoho Voice settings
  • Check that calls have completed (not in progress)

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Import Errors

  • Verify sufficient storage space in BuildBetter
  • Check network connectivity
  • Ensure Zoho Voice API is accessible
  • Review import logs for specific errors
  • Contact support if errors persist

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OAuth Expiry

  • OAuth tokens are refreshed automatically
  • If authorization fails, reconnect the integration
  • Check integration status in Settings > Integrations

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Technical Details

Authentication Flow:
  • OAuth 2.0 authorization code flow
  • Tokens stored securely and refreshed automatically
  • Managed through BuildBetter’s integration system
API Base URL: https://voice.zoho.com/api/v1 Pagination: 50 calls per page Date Format: yyyy-MM-dd (e.g., “2024-01-15”)

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Future Enhancements

Potential future improvements to this integration:
  • Transcript import from Zoho Voice transcription API
  • Participant and caller information mapping
  • Advanced filtering (agent, call type, department)
  • Call type classification (incoming/outbound/missed)
  • Voicemail support
  • Department and team associations

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Security & Compliance

  • OAuth 2.0 secure authentication
  • Encrypted credential storage
  • Secure API communication over HTTPS
  • SOC 2 compliant infrastructure
  • GDPR compliant data handling
  • Audio files securely stored and transmitted

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Support

Need help? Contact us: