How to Integrate Zoho CRM with Zonka Feedback
Connect Zoho CRM to your Zonka Feedback account to automatically create or update Contact records in Zoho CRM every time a new survey response is captured — keeping your CRM data in sync with real-time feedback.
What This Integration Does
The Zoho CRM integration lets Zonka Feedback push survey response data directly into Zoho CRM. Here's what is currently supported:
Create new Contacts in Zoho CRM when a new survey response is received and no matching contact exists.
Update existing Contacts in Zoho CRM when a response is received from a contact already in your CRM (matched by Email).
Map survey questions, scores, and attributes to Zoho CRM fields — including NPS, CES, CSAT scores, response metadata, survey attributes, and contact attributes.
Note: Currently, the integration supports syncing responses to the Contacts module in Zoho CRM. Support for other modules (Leads, Deals, etc.) is coming soon.
Before You Begin
Make sure you have the following ready before setting up the integration:
An active Zoho CRM account with admin or integration access.
A Zonka Feedback survey that is already created and collecting responses.
The survey should include fields you want to sync (e.g., Email, Name, NPS score, etc.).
Setting up Zoho CRM Integration with Zonka Feedback
Step 1 — Go to Integrations in your survey
Open the survey you want to integrate. In the top navigation, click Integrations. Find and select Zoho CRM from the list of available integrations.
Step 2 — Connect your Zoho CRM account
Click Connect to Zoho CRM. You'll be redirected to Zoho's login page to authorise the connection via OAuth. Once authorised, the page will show "Connected to {{account email address}}".
Step 3 — Enable "Create/Update Records to Zoho CRM"
Toggle on the Create/Update Records to Zoho CRM option. This enables the sync to fire automatically on every new survey response.
Creating/Updating Records in Zoho CRM (Mappings)
Mappings define how survey response data flows into Zoho CRM — which module receives the data, what action to take, and which fields get populated. You can create multiple mappings per survey.
Adding a Mapping
Click Add Mapping on the Zoho CRM integration page to open the mapping panel. Give your mapping a name (e.g., "NPS Sync" or "Contact Update") in the Mapping Name field so you can identify it easily in the mappings list. Then select Contacts as the Module.
Select an Action
Choose what Zonka Feedback should do in Zoho CRM when a new response is received:
Create a new one — Creates a new Contact record. Skips if a matching record already exists.
Update fields — Updates the matching Contact record only. Never creates a new one.
Create or update — Updates the matching record if it exists, or creates a new one if it doesn't. This is the recommended option for most use cases.
Select a Mapping Condition
Choose when the mapping should trigger:
Everytime — Syncs on every new survey response, regardless of the answer.
Conditional — Syncs only when specific conditions are met (e.g., NPS score is below 7, or a specific answer is selected).
Mapping Attributes (Questions, Survey, Response, Contact)
Under Map Fields, match each data source on the left to a Zoho CRM field on the right. See the Field Mapping Reference section below for all supported attribute types and their recommended Zoho CRM field types.
Tip: The Last Name field is required by Zoho CRM's Contacts module. Make sure it is mapped for the sync to work successfully.
Editing your Mappings
To edit an existing mapping, go to Integrations → Zoho CRM, click View All Mappings, and select the mapping you want to update. Make your changes and click Save. Changes apply to all responses submitted after saving — previously synced responses are not affected.
Step 4 — Save your settings
Once your field mappings are configured, click Save. The integration is now live — every new survey response will automatically sync to Zoho CRM.
Field Mapping Reference
When setting up your mapping, use the table below to match Zonka Feedback question types to the correct Zoho CRM field types.
Contact & Identity Fields
Zonka Feedback Field | Zoho CRM Field Type |
First Name | Single Line |
Last Name | Single Line Required |
Full Name | Single Line |
Mobile Number | Phone |
External Id | Single Line |
Survey Response & Score Fields
Zonka Question Type | Zoho CRM Field Type | Notes |
NPS Score | Number (0–10) | Stored as numeric for filtering & reporting |
CES Score | Number | Stored as numeric |
CSAT / Heart Rating | Number | Stored as numeric |
Star Rating / Scale | Number | Stored as numeric |
Text Box | Single Line | Short text answers |
Comment Box | Multi-Line | Long text / open-ended answers |
Button Choice | Pick List | Single-select options |
Radio Buttons | Pick List | Single-select options |
Dropdown | Pick List | Single-select options |
Checkbox | Multi-Select | Multiple values supported |
Date | Date / Date & Time | Use Date/Time if timestamp needed |
Required Field: The Last Name field is marked as required by the Contacts module in Zoho CRM. Ensure this field is mapped in your configuration for the sync to work successfully.
How the Sync Works
Each time a survey response is submitted, Zonka Feedback checks for a matching Contact in Zoho CRM and acts based on the Action you selected in the mapping:
Action | Match found in Zoho CRM | No match found |
Create a new one | Skips — no changes made | Creates a new Contact |
Update fields | Updates the existing Contact | Skips — no new record created |
Create or update | Updates the existing Contact | Creates a new Contact |
Zoho CRM matches contacts using the Email address passed in the response. You can also match via Mobile Number or Zoho Contact Record ID — see the section below on how to pass these via prefill.
Updating contacts via prefill (Email, Mobile, or Record ID)
For the Update fields and Create or update actions to work correctly, Zoho CRM needs a way to identify which Contact to update. You can pass any of the following identifiers by prefilling them into the survey before it is sent:
Email — Prefill the respondent's email address into an Email field in the survey. Map it to the Email field in Zoho CRM.
Mobile / Phone — Prefill the respondent's phone number into a Phone field in the survey. Map it to the Mobile or Phone field in Zoho CRM.
Zoho Contact Record ID — Pass the Zoho Contact's Record ID as a hidden field using the parameter
zh_contact_idin the survey URL. Map it to the Zoho CRM Record ID field in your mapping.
How to prefill via survey URL: When distributing your survey via email or SMS, append the identifier as a URL parameter. For example:
{{yoursurveylink}}?zh_contact_id=ZOHO_RECORD_ID
Zonka Feedback will automatically populate the hidden field with the value, which then gets synced to Zoho CRM when the response is submitted.
Recommended: Always prefill at least one identifier (Email, Mobile, or zh_contact_id) when using the Update fields action — otherwise Zoho CRM won't be able to find the right Contact to update.
You can view the status and last sync timestamp for each mapping by clicking View All Mappings on the integration page.
Checking Your Sync Status
To verify your integration is working:
Go to your survey's Integrations → Zoho CRM page.
Click View All Mappings.
You'll see each mapping listed with its status (Active) and the Last Sync timestamp.
A successful sync will show a recent timestamp alongside the mapping name.
Frequently Asked Questions
Can I create multiple mappings?
Yes. Click Add Mapping to add more than one mapping, each with different field configurations or conditions.
Which action should I choose — Create, Update, or Create or update?
Use Create or update for most cases — it handles both new and returning respondents automatically. Use Create a new one if you only want to capture net-new contacts and never overwrite existing data. Use Update fields if you're running surveys to enrich existing CRM records and don't want any new contacts created.
What happens if a response doesn't include an email?
Without an identifier (Email, Mobile, or zh_contact_id), Zoho CRM won't be able to match the respondent to an existing Contact. If the action is Create or update or Create a new one, a new Contact will be created with the available data. We recommend always prefilling at least one identifier when distributing surveys.
Will historical responses be synced?
No. Only new responses submitted after the integration is set up and saved will be synced. Past responses are not retroactively pushed to Zoho CRM.
Which Zoho data center is supported?
The integration connects to zohoapis.in (Zoho India data centre). If your Zoho account is on a different data centre (e.g., .com or .eu), please contact our support team.
Can I sync responses to Leads or Deals?
Currently, only the Contacts module is supported. Syncing to Leads, Deals, and other modules is on the roadmap and will be available in a future update.
Need Help?
If you run into any issues setting up your Zoho CRM integration, our support team is here to help. Reach out via the chat widget or email us at support@zonkafeedback.com.
Last updated: April 2026 · Applies to: Zonka Feedback Zoho CRM Integration