{"id":19894,"date":"2026-04-07T14:55:21","date_gmt":"2026-04-07T18:55:21","guid":{"rendered":"https:\/\/alix.ai\/documentation\/?post_type=docs&#038;p=19894"},"modified":"2026-04-08T08:52:35","modified_gmt":"2026-04-08T12:52:35","password":"","slug":"customer-synchronization-with-zoho-crm","status":"publish","type":"docs","link":"https:\/\/alix.ai\/documentation\/en\/doc\/integrations-en\/customer-synchronization-with-zoho-crm\/","title":{"rendered":"Customer Synchronization with Zoho CRM"},"content":{"rendered":"<div class=\"pdfprnt-buttons pdfprnt-buttons-docs pdfprnt-top-right\"><a href=\"https:\/\/alix.ai\/documentation\/wp-json\/wp\/v2\/docs\/19894?print=print\" class=\"pdfprnt-button pdfprnt-button-print\" target=\"_blank\" ><img decoding=\"async\" src=\"https:\/\/alix.ai\/documentation\/wp-content\/plugins\/pdf-print\/images\/print.png\" alt=\"image_print\" title=\"Print Content\" \/><\/a><\/div><p><em><strong>-&gt; Integration coming soon<\/strong><\/em><\/p>\n<p>Once the Zoho CRM integration is connected and configured, customers are automatically synchronized between both systems. This page describes the synchronization behaviors for customers, contact persons and addresses.<\/p>\n<blockquote><p><strong><em>Note: <\/em><\/strong>For the initial connection and module configuration, see the <a href=\"https:\/\/alix.ai\/documentation\/en\/doc\/integrations-en\/zoho-crm-integration\/\" target=\"_blank\" rel=\"noopener\">Zoho CRM integration page<\/a>.<\/p><\/blockquote>\n<h2 id=\"general-behavior\">General behavior<\/h2>\n<p>Synchronization between ALIX and Zoho CRM is bidirectional and operates in real time. When a customer is created, modified or deleted in one system, the change is automatically propagated to the other.<\/p>\n<p>The synchronized elements are:<\/p>\n<ul>\n<li>Customers (accounts in CRM)<\/li>\n<li>Contact persons associated with customers<\/li>\n<li>Billing and shipping addresses (main and additional)<\/li>\n<li>Active\/inactive status<\/li>\n<\/ul>\n<blockquote><p><strong><em>Note: <\/em><\/strong>Only fields mapped in the integration configuration are synchronized. Unmapped fields are not affected.<\/p><\/blockquote>\n<h2 id=\"customers\">Customers<\/h2>\n<h3 id=\"customers-crm-alix\">From Zoho CRM to ALIX<\/h3>\n<table width=\"624\">\n<tbody>\n<tr>\n<td width=\"120\"><strong>Creation<\/strong><\/td>\n<td width=\"504\">When an account (Account) is created in Zoho CRM, a customer is automatically created in ALIX with the mapped fields.<\/td>\n<\/tr>\n<tr>\n<td width=\"120\"><strong>Modification<\/strong><\/td>\n<td width=\"504\">When an account is modified in Zoho CRM, the mapped field changes are automatically propagated to the corresponding customer in ALIX.<\/td>\n<\/tr>\n<tr>\n<td width=\"120\"><strong>Deletion<\/strong><\/td>\n<td width=\"504\">When an account is deleted in Zoho CRM, the corresponding customer is also deleted in ALIX.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>&nbsp;<\/p>\n<h3 id=\"customers-alix-crm\">From ALIX to Zoho CRM<\/h3>\n<table width=\"624\">\n<tbody>\n<tr>\n<td width=\"120\"><strong>Creation<\/strong><\/td>\n<td width=\"504\">When a customer is created in ALIX, an account is automatically created in Zoho CRM. A CRM ID is assigned to the customer and displayed in the external services section of the customer record.<\/td>\n<\/tr>\n<tr>\n<td width=\"120\"><strong>Modification<\/strong><\/td>\n<td width=\"504\">When a customer is modified in ALIX, the mapped field changes are automatically propagated to the corresponding account in Zoho CRM.<\/td>\n<\/tr>\n<tr>\n<td width=\"120\"><strong>Deletion<\/strong><\/td>\n<td width=\"504\">When a customer is deleted in ALIX, the customer is deleted in ALIX but the account in Zoho CRM is not deleted. The deletion must be done manually in CRM if necessary.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>&nbsp;<\/p>\n<h2 id=\"contact-persons\">Contact persons<\/h2>\n<h3 id=\"contact-crm-alix\">From Zoho CRM to ALIX<\/h3>\n<table width=\"624\">\n<tbody>\n<tr>\n<td width=\"120\"><strong>Creation<\/strong><\/td>\n<td width=\"504\">When a contact is created in Zoho CRM and associated with an account, a contact person is automatically created in ALIX on the corresponding customer.<\/td>\n<\/tr>\n<tr>\n<td width=\"120\"><strong>Modification<\/strong><\/td>\n<td width=\"504\">Mapped field changes are propagated to the corresponding contact person in ALIX.<\/td>\n<\/tr>\n<tr>\n<td width=\"120\"><strong>Deletion<\/strong><\/td>\n<td width=\"504\">When a contact is deleted in Zoho CRM, the contact person is also deleted in ALIX.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>&nbsp;<\/p>\n<h3 id=\"contact-alix-crm\">From ALIX to Zoho CRM<\/h3>\n<table width=\"624\">\n<tbody>\n<tr>\n<td width=\"120\"><strong>Creation<\/strong><\/td>\n<td width=\"504\">When a contact person is added to a customer in ALIX, a contact is automatically created in Zoho CRM, associated with the correct account.<\/td>\n<\/tr>\n<tr>\n<td width=\"120\"><strong>Modification<\/strong><\/td>\n<td width=\"504\">Mapped field changes are propagated to the corresponding contact in Zoho CRM.<\/td>\n<\/tr>\n<tr>\n<td width=\"120\"><strong>Deletion<\/strong><\/td>\n<td width=\"504\">When a contact person is deleted in ALIX, the contact is also deleted in Zoho CRM.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>&nbsp;<\/p>\n<h2 id=\"addresses\">Addresses<\/h2>\n<p>Address synchronization behavior depends on the address module configuration in the integration (see the <a href=\"https:\/\/alix.ai\/documentation\/en\/doc\/integrations-en\/zoho-crm-integration\/\" target=\"_blank\" rel=\"noopener\">Zoho CRM integration page<\/a>).<\/p>\n<h3 id=\"main-addresses\">Main addresses<\/h3>\n<p>When the <strong>Main billing address<\/strong> and <strong>Main shipping address<\/strong> modules are activated, the standard address fields of the CRM account (Billing Street, Shipping City, etc.) are synchronized with the customer\u2019s default address in ALIX.<\/p>\n<table width=\"624\">\n<tbody>\n<tr>\n<td width=\"187\"><strong>From CRM to ALIX<\/strong><\/td>\n<td width=\"437\">When address fields are defined or modified on an account in CRM, a default address is created or updated in ALIX.<\/td>\n<\/tr>\n<tr>\n<td width=\"187\"><strong>From ALIX to CRM<\/strong><\/td>\n<td width=\"437\">When a customer\u2019s default address is modified in ALIX, the standard address fields of the CRM account are updated.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<blockquote><p><strong><em>Note: <\/em><\/strong>Main address modules take priority over additional address modules to determine which address is considered the default in ALIX. If the main address module is active, additional addresses will never be marked as default, even if they are set as Default in CRM.<\/p><\/blockquote>\n<h3 id=\"additional-addresses\">Additional addresses<\/h3>\n<p>When the <strong>Billing addresses<\/strong> and <strong>Shipping addresses<\/strong> modules are activated, addresses stored in custom CRM modules are synchronized with the customer\u2019s addresses in ALIX.<\/p>\n<table width=\"624\">\n<tbody>\n<tr>\n<td width=\"187\"><strong>From CRM to ALIX<\/strong><\/td>\n<td width=\"437\">Addresses created, modified or deleted in the custom CRM module are propagated in ALIX.<\/td>\n<\/tr>\n<tr>\n<td width=\"187\"><strong>From ALIX to CRM<\/strong><\/td>\n<td width=\"437\">Additional addresses (non-default) created, modified or deleted in ALIX are propagated to the corresponding custom module in CRM.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<blockquote><p><strong><em>Note: <\/em><\/strong>Deletion of a main address is not propagated. ALIX must always keep at least one default address.<\/p><\/blockquote>\n<h3 id=\"default-address\">Default address (Default)<\/h3>\n<p>When the <strong>Is main address<\/strong> field is mapped to <strong>Default<\/strong> in the additional address configuration, the following behavior applies:<\/p>\n<ul>\n<li>If an address is set as <strong>Default<\/strong> in CRM and the main address module is active, the standard fields take priority. The additional address is created in ALIX but is not marked as default.<\/li>\n<li>If the main address module is <strong>deactivated<\/strong>, the address marked as Default in the custom CRM module becomes the default address in ALIX.<\/li>\n<li>If no address is marked as Default in CRM, ALIX still keeps a default address (there must always be one).<\/li>\n<li>When the Default address is changed in CRM, the change is reflected in ALIX.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h2 id=\"activate-inactivate-customer\">Activate and inactivate a customer<\/h2>\n<p>A customer\u2019s active\/inactive status can be propagated to Zoho CRM if the status field is mapped in the integration configuration. For the activation and inactivation procedure, see the Activate\/deactivate a customer\/vendor page.<\/p>\n<table width=\"624\">\n<tbody>\n<tr>\n<td width=\"120\"><strong>Inactivation<\/strong><\/td>\n<td width=\"504\">When a customer with a CRM ID is inactivated in ALIX, the Account_Status field of the CRM account changes to \u201cInactive\u201d.<\/td>\n<\/tr>\n<tr>\n<td width=\"120\"><strong>Activation<\/strong><\/td>\n<td width=\"504\">When an inactive customer with a CRM ID is reactivated in ALIX, the Account_Status field of the CRM account is cleared.<\/td>\n<\/tr>\n<tr>\n<td width=\"120\"><strong>Batch<\/strong><\/td>\n<td width=\"504\">During a batch activation or inactivation, only customers with a CRM ID and a mapped status field are updated in CRM. Others are processed in ALIX only.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<blockquote><p><strong><em>Note: <\/em><\/strong>If the customer does not have a CRM ID (never synchronized with CRM), the operation is performed in ALIX only, without error. No call to CRM is made.<\/p>\n<p><strong><em>Note: <\/em><\/strong>If the status field is not mapped in the integration, the customer is activated or inactivated in ALIX but the CRM account is not modified.<\/p><\/blockquote>\n<h2 id=\"merge-customers\">Merge customers<\/h2>\n<p>When two customers are merged and one or both have a CRM ID, the merge can also be performed in Zoho CRM. For the general merge procedure, see the <a href=\"https:\/\/alix.ai\/documentation\/en\/doc\/customers-and-vendors\/merge-duplicates\/\" target=\"_blank\" rel=\"noopener\">Merge duplicates page<\/a>.<\/p>\n<p><strong>Merge rules based on CRM identifiers:<\/strong><\/p>\n<table width=\"624\">\n<tbody>\n<tr>\n<td width=\"120\"><strong>Both have a CRM ID<\/strong><\/td>\n<td width=\"504\">The merge is performed in ALIX and in CRM. The master account keeps its identifier and the secondary account\u2019s data is transferred to it. The secondary account is deleted in CRM. The customer with a CRM identifier is suggested as the preferred master candidate.<\/td>\n<\/tr>\n<tr>\n<td width=\"120\"><strong>Only one has a CRM ID<\/strong><\/td>\n<td width=\"504\">Only the customer with a CRM identifier can be selected as master. The merge is performed in ALIX, but no merge is executed in CRM.<\/td>\n<\/tr>\n<tr>\n<td width=\"120\"><strong>Neither has a CRM ID<\/strong><\/td>\n<td width=\"504\">The merge is performed in ALIX only. No CRM operation is executed.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>&nbsp;<\/p>\n<h2 id=\"resync\">Resynchronize from Zoho CRM<\/h2>\n<p>It is possible to force the resynchronization of an individual customer from Zoho CRM.<\/p>\n<ol>\n<li>Open the customer in <strong>Sales -&gt; Customers<\/strong>, then click on the desired customer.<\/li>\n<li>Click <strong>More actions<\/strong> in the top right, then select <strong>Resynchronize from Zoho CRM<\/strong>.<br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-large wp-image-19895\" src=\"https:\/\/alix.ai\/documentation\/wp-content\/uploads\/2026\/04\/2026-04-07_14h53_30-1024x407.png\" alt=\"\" width=\"1024\" height=\"407\" srcset=\"https:\/\/alix.ai\/documentation\/wp-content\/uploads\/2026\/04\/2026-04-07_14h53_30-1024x407.png 1024w, https:\/\/alix.ai\/documentation\/wp-content\/uploads\/2026\/04\/2026-04-07_14h53_30-300x119.png 300w, https:\/\/alix.ai\/documentation\/wp-content\/uploads\/2026\/04\/2026-04-07_14h53_30-768x305.png 768w, https:\/\/alix.ai\/documentation\/wp-content\/uploads\/2026\/04\/2026-04-07_14h53_30-1536x610.png 1536w, https:\/\/alix.ai\/documentation\/wp-content\/uploads\/2026\/04\/2026-04-07_14h53_30.png 1774w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/li>\n<li>Refresh the page to see the updated data.<\/li>\n<\/ol>\n<blockquote><p><strong><em>Note: <\/em><\/strong>This action is useful to force an update if you suspect the data is not up to date, or after modifying the address module configuration.<\/p><\/blockquote>\n<h2 id=\"crm-id\">Zoho CRM identifier on the customer record<\/h2>\n<p>When a customer is synchronized with Zoho CRM, a <strong>CRM ID<\/strong> is displayed in the external services section of the customer record header.<\/p>\n<ul>\n<li>The identifier is a clickable link that opens the account directly in Zoho CRM.<\/li>\n<li>This field is read-only and cannot be manually modified.<\/li>\n<li>If the customer has never been synchronized with CRM, the CRM section does not appear on the record.<\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-large wp-image-19896\" src=\"https:\/\/alix.ai\/documentation\/wp-content\/uploads\/2026\/04\/2026-04-07_14h54_21-1024x510.png\" alt=\"\" width=\"1024\" height=\"510\" srcset=\"https:\/\/alix.ai\/documentation\/wp-content\/uploads\/2026\/04\/2026-04-07_14h54_21-1024x510.png 1024w, https:\/\/alix.ai\/documentation\/wp-content\/uploads\/2026\/04\/2026-04-07_14h54_21-300x149.png 300w, https:\/\/alix.ai\/documentation\/wp-content\/uploads\/2026\/04\/2026-04-07_14h54_21-768x383.png 768w, https:\/\/alix.ai\/documentation\/wp-content\/uploads\/2026\/04\/2026-04-07_14h54_21.png 1333w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/p>\n<blockquote><p><strong><em>Note: <\/em><\/strong>If the customer also has a Zoho Books ID, it is displayed separately.<\/p><\/blockquote>\n<h2 id=\"books\">Interaction with the Zoho Books integration<\/h2>\n<p>When both the Zoho CRM and Zoho Books integrations are active, changes made in one system are propagated to the other two. The expected behavior is as follows:<\/p>\n<ul>\n<li>A creation or modification in CRM propagates to ALIX, then to Books.<\/li>\n<li>A creation or modification in ALIX propagates to CRM and to Books.<\/li>\n<li>A creation or modification in Books propagates to ALIX, then to CRM.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><strong>Exceptions to be aware of:<\/strong><\/p>\n<ul>\n<li>Deleting a customer in ALIX deletes the contact in Books, but <strong>does not delete<\/strong> the account in CRM.<\/li>\n<li>Deleting a customer in Books deletes the contact in ALIX, but <strong>does not delete<\/strong> the account in CRM.<\/li>\n<li>Deleting an account in CRM deletes the customer in ALIX (and by extension in Books).<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>-&gt; Integration coming soon Once the Zoho CRM integration is connected and configured, customers are automatically synchronized between both systems. [&hellip;]<\/p>\n","protected":false},"author":6,"featured_media":0,"comment_status":"open","ping_status":"closed","template":"","meta":{"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"set","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}}},"doc_category":[494],"doc_tag":[],"year_month":"2026-04","word_count":1354,"total_views":0,"reactions":{"happy":0,"normal":0,"sad":0},"author_info":{"name":"Genevi\u00e8ve Lamarche","author_nicename":"glamarche","author_url":"https:\/\/alix.ai\/documentation\/author\/glamarche\/"},"doc_category_info":[{"term_name":"Integrations","term_url":"https:\/\/alix.ai\/documentation\/en\/docs-category\/integrations-en\/"}],"doc_tag_info":[],"_links":{"self":[{"href":"https:\/\/alix.ai\/documentation\/wp-json\/wp\/v2\/docs\/19894"}],"collection":[{"href":"https:\/\/alix.ai\/documentation\/wp-json\/wp\/v2\/docs"}],"about":[{"href":"https:\/\/alix.ai\/documentation\/wp-json\/wp\/v2\/types\/docs"}],"author":[{"embeddable":true,"href":"https:\/\/alix.ai\/documentation\/wp-json\/wp\/v2\/users\/6"}],"replies":[{"embeddable":true,"href":"https:\/\/alix.ai\/documentation\/wp-json\/wp\/v2\/comments?post=19894"}],"version-history":[{"count":4,"href":"https:\/\/alix.ai\/documentation\/wp-json\/wp\/v2\/docs\/19894\/revisions"}],"predecessor-version":[{"id":19901,"href":"https:\/\/alix.ai\/documentation\/wp-json\/wp\/v2\/docs\/19894\/revisions\/19901"}],"wp:attachment":[{"href":"https:\/\/alix.ai\/documentation\/wp-json\/wp\/v2\/media?parent=19894"}],"wp:term":[{"taxonomy":"doc_category","embeddable":true,"href":"https:\/\/alix.ai\/documentation\/wp-json\/wp\/v2\/doc_category?post=19894"},{"taxonomy":"doc_tag","embeddable":true,"href":"https:\/\/alix.ai\/documentation\/wp-json\/wp\/v2\/doc_tag?post=19894"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}