> ## Documentation Index
> Fetch the complete documentation index at: https://docs.retellai.com/llms.txt
> Use this file to discover all available pages before exploring further.
# Trigger Retell calls from Zoho CRM workflows
> Install the Retell AI Zoho CRM extension to trigger outbound voice agent calls from workflow rules and write summaries, results, and recordings back.
This guide provides instructions for setting up and using the **Retell AI** extension within **Zoho CRM** to automate outbound phone calls using voice agents.
This extension lets Zoho CRM trigger calls. If you want the reverse, Zoho contacts synced into Retell and call activity written back to the record, set up the [Zoho CRM integration](/integrations/zoho) instead. The two are independent and can be used together.
## Overview
The Retell AI Application adds a **RetellOutboundCall** function action to Zoho CRM workflow rules. This action creates an outbound call using your AI agents when a workflow rule fires.
Once a call is completed, Zoho CRM is automatically updated with a **Note** on the triggering record containing:
* **Summary**: The AI-generated call summary
* **Default call results**: Duration, direction, disconnect reason, user sentiment, voicemail detection, and call success
* **Recording**: A link to the call recording
## Installing the Application
From the Zoho Marketplace, open the Retell listing and select **Install Now**. Accept the terms of service and authorize Retell to access and process your data.
On the **Retell - Settings** page, select **Connect** under step 1, **Connect Zoho CRM**. A pop-up window opens for Zoho login and consent.
Review the requested permissions and check **I allow Retell to access the above data from my Zoho account**, then select **Accept**.
When you finish, the page updates to **Connected** automatically.
Sign up on the Retell AI website to access your dashboard if you don't already have an account.
Navigate to **Settings → API Keys** in the Retell AI Dashboard and copy the **Secret Key (Webhook)**.
Back in Zoho, paste the key into **Retell API Key** under step 2 and select **Save API key**.
Select **Copy webhook URL**. Copy the full URL without changing its token or query string.
Once the API key is saved, the page shows the key status as **Saved** and a **Webhook** section with a **Copy URL** button. Paste this URL into the [Retell dashboard](https://dashboard.retellai.com) under your agent's webhook settings (see the next section).
## Using the Application
Zoho CRM workflow rules let you automatically trigger outbound calls based on record events. Common use cases include:
* **New lead qualification**: Call leads immediately after they're created to qualify interest
* **New contact created**: Reach out to new contacts added to your CRM
* **Deal stage changes**: Follow up when a deal moves to a specific stage
* **Re-engagement**: Call contacts who haven't been active for a set period
* **Appointment reminders**: Confirm upcoming meetings or demos
You must have a Retell AI account and an agent with a connected phone number.
### Step 1: Create the Zoho CRM workflow rule
In Zoho CRM, go to **Setup → Automation → Workflow Rules**. Select **Create Rule**, choose the module that should trigger calls (such as **Leads** or **Contacts**), and name the rule.
Choose when the rule runs, for example **On a record action → Create**. Add a condition such as **Mobile is not empty** to prevent calls without a destination number.
Under **Instant Actions**, select **RetellOutboundCall(retell)** from the action list.
Map the fields Retell needs to place the call and write the result back to the correct record:
| Field | Typical value | Purpose |
| ---------------------------------- | --------------------------------------------- | ------------------------------------------- |
| CRM module | Leads, Contacts | The module the triggering record belongs to |
| To number | `#Leads.Mobile` (merge field) | Destination number in E.164 format |
| From number (Retell) | Your Retell phone number | The Retell number the call places from |
| Dynamic variables (JSON, optional) | `{"customer_name":"${!Contacts.First_Name}"}` | Optional context passed to the agent |
| Override agent id (optional) | Retell agent ID | Optional override for the default agent |
Select **Save**, then save and activate the workflow rule.
### Step 2: Test the outbound-call workflow
Open the module you selected in the workflow rule (such as **Leads**), and create a record that meets the rule's conditions. Populate the mapped Mobile or Phone field with a valid E.164 number, then save the record.
After the call finishes, open the record and check **Notes**. The Retell AI note includes the call summary, duration, direction, disconnect reason, user sentiment, voicemail detection, call success, and a recording link.
## Uninstalling the Application
On the **Retell - Settings** page in Zoho CRM, select **Uninstall app**.
Your data will be deleted from Retell AI records and the extension will be removed from Zoho CRM.