Documentation & Help Center

GoDesk Telephony is a Zoho CRM PhoneBridge extension that gives your team a fully functional softphone inside the CRM. No desktop app, no hardware desk phone — just a browser.

GoDesk Telephony uses WebRTC audio delivered over a secure connection, so calls run entirely in the browser. When a call connects:

1. The widget detects the call and displays the caller's number.
2. If the number matches a Zoho CRM contact, that record is surfaced automatically.
3. When the call ends, a call log is written to Zoho CRM against the matched record.

Everything happens within the CRM — agents never need to open another application.

• Zoho CRM Professional plan or above (PhoneBridge requires CRM access)
• A modern browser: Chrome 90+, Edge 90+, or Firefox 88+
• A microphone (built-in or USB headset recommended)
• Internet connection with stable upload/download speeds
• An active GoDesk Telephony subscription with extensions assigned by your administrator

1. Go to the Zoho Marketplace and search for GoDesk Telephony.
2. Click Install.
3. Select the CRM organisation to install into and accept the permissions.
4. Zoho will redirect you back to CRM when installation is complete.

1. Visit omni.godesk.co.ke to sign up or log in.
2. Select the Telephony product and choose a plan.
3. You will receive your organisation credentials by email — keep these safe.

GoDesk needs read access to Zoho CRM so it can match incoming call numbers to contact records and write call logs.

1. In Zoho CRM, go to Setup → PhoneBridge → GoDesk Telephony.
2. Click Connect to Zoho.
3. Review the permissions and click Accept.
4. You will be redirected back to GoDesk. You should see a green Connected status.

Each agent who will make or receive calls needs an extension assigned.

1. Log in to the GoDesk Admin Portal at omni.godesk.co.ke.
2. Navigate to Telephony → Extensions.
3. For each agent, click Assign Extension and enter their Zoho CRM email address and extension number.
4. Click Save.

1. Ask one of your agents to open Zoho CRM.
2. The GoDesk phone icon should appear in the bottom toolbar (the PhoneBridge panel).
3. Clicking it opens the GoDesk Telephony widget.
4. The status should show Ready with the agent's extension number.

If the widget shows Extension not found, confirm the agent's Zoho CRM email matches exactly what was entered in the admin portal.

Go to Zoho CRM → Setup → Marketplace → Installed Extensions, find GoDesk Telephony, and click Uninstall. This removes the widget from all users in the organisation.

1. Log in to Zoho CRM.
2. Click the phone icon in the bottom toolbar to open the PhoneBridge panel.
3. The GoDesk widget loads and shows your extension number and a Ready status (green dot).

If you see Initialising... for more than 10 seconds, try refreshing the CRM page.

1. Open any Contact, Lead, or Deal record in Zoho CRM.
2. Click the phone number field — a dial icon appears next to it.
3. Click the dial icon. The GoDesk widget opens automatically and dials the number.

1. Open the GoDesk widget.
2. Type the number in the dial pad input field (include the country code, e.g. +254712345678).
3. Press Enter or click the green Call button.

1. The GoDesk widget expands automatically and shows the caller's number.
2. If the number matches a CRM contact, their name is displayed.
3. Click the green Answer button to pick up.
4. Click the red Hang up button to end the call.

Make sure your browser has microphone permission granted for Zoho CRM. On first use, the browser will ask — click Allow.

Once a call ends, GoDesk automatically logs the call to Zoho CRM:

• Direction — Inbound or Outbound
• Duration — total talk time
• Date & time — when the call occurred
• Contact match — linked to the CRM record if the number was recognised

You can view call logs in the Activities section of any contact or lead record.

If you miss an inbound call:

• The widget shows a Missed indicator.
• The call is logged in Zoho CRM as a missed call activity.
• When you call that number back, the missed call is automatically marked as returned.

If your administrator has not yet linked your Zoho CRM account to an extension:

1. Enter the extension number provided by your administrator (e.g. 1001).
2. Click Connect.
3. The widget will register and show Ready.

Your extension is saved in this browser. To change your extension, click the Change extension link at the bottom of the setup screen.

Cause: The browser is waiting for microphone permission, or the CRM page did not fully load.

Fix:

1. Refresh the Zoho CRM page.
2. When the browser prompts for microphone access, click Allow.
3. If no prompt appears, check your browser's site permissions: go to Settings → Privacy & Security → Site Settings → Microphone and make sure crm.zoho.com is allowed.

Cause: Your Zoho CRM email address is not linked to an extension in the GoDesk admin portal.

Fix: Contact your CRM administrator and ask them to assign an extension to your email address. Alternatively, enter your extension number manually when the setup screen appears.

Cause: The widget could not establish a connection to the GoDesk phone system.

Fix:

1. Check your internet connection.
2. Refresh the Zoho CRM page.
3. If the issue persists, contact support@godesk.co.ke and include your extension number and the approximate time the error occurred.

Cause: Browser audio output settings, or microphone permission not granted.

Fix:

1. Confirm your headset or speakers are selected as the default audio output.
2. Check that the CRM tab has microphone permission.
3. Try a different browser (Chrome is recommended).

Cause: The GoDesk Telephony extension may not be set as the default PhoneBridge provider.

Fix: In Zoho CRM, go to Setup → PhoneBridge. Ensure GoDesk Telephony is selected as the active provider. Save and refresh the CRM.

Cause: The OAuth connection between GoDesk and Zoho CRM may have expired.

Fix (administrator):

1. Go to Zoho CRM → Setup → PhoneBridge → GoDesk Telephony.
2. Click Reconnect and complete the OAuth flow again.
3. Confirm the status shows Connected.

GoDesk Telephony runs in a desktop browser. Mobile browser support is not available at this time. For mobile calling, contact support@godesk.co.ke to ask about the GoDesk mobile app roadmap.

No. Each extension is assigned to one agent. If two agents share an extension, only one can be registered at a time and inbound calls will only ring for the registered agent. Contact your administrator to request additional extensions.

Yes. All signalling and audio is encrypted in transit using TLS/SRTP. GoDesk does not store raw audio recordings unless the call recording feature is explicitly enabled on your account.