Zoho

Zoho CRM and Zoho Desk are cloud sales and customer service applications from Zoho Corporation, used by many warranty and service contract operators for sales, support tickets, and customer records alongside their claims systems. ProPay reads the context Zoho already holds and authorizes the claim against it, writing the decision, and everything that led to it, back as the record of what happened.

What ProPay does with Zoho

ProPay captures claim data 24/7 through web form, chat, SMS, and voice, and validates it against the coverage Zoho holds, customer records and support tickets, before authorizing repair versus replace, or approving inside your configured thresholds.

The context that reaches Zoho isn’t a call transcript, it’s a structured SMS conversation. ProPay triages the homeowner over text, with 80 to 83 percent responding, and that exchange is what populates the fields Zoho needs to authorize the claim correctly the first time.

From there, ProPay sources parts across suppliers, tracks the order, and validates the resulting invoice against the authorization record before payment releases, with every decision written back to Zoho alongside the confidence level it was made at.

How the Zoho connection works

Zoho CRM and Zoho Desk both expose documented APIs for contact, deal, and ticket data, which is where ProPay reads customer context and writes claim status.

Where Zoho doesn’t expose a field ProPay needs, a Forward Deployed Engineer builds the mapping during deployment rather than asking Zoho to change. Authorization, parts, and payment can go live against Zoho independently of each other.

What stays in Zoho

Sales pipeline, marketing, and support ticketing outside the claim stay inside Zoho.

What changes is how much of the authorization decision a person has to make by hand. ProPay applies your business rules against the context in Zoho and routes only the exceptions to a reviewer.

Data handling and security

The connection to Zoho runs on a company-specific ProPay instance, one carrier’s policy and claim data are never accessible to another. ProPay is SOC 2 compliant, with both Type I and Type II audits complete.

Every authorization decision carries a confidence level and the inputs it drew from Zoho, and is logged. Decisions above your configured value or confidence thresholds route to a person before anything executes.

Deploying the integration

A dedicated Forward Deployed Engineer works with your team to build and maintain the Zoho connection, mapping the specific fields and authorization rules your program already runs on.

Frequently asked questions about ProPay and Zoho

Does ProPay replace Zoho?

No. Zoho remains the system of record for the underlying policy and case data; ProPay executes the authorization decision and the work that follows it.

How does ProPay connect to Zoho?

Zoho CRM and Zoho Desk both expose documented APIs for contact, deal, and ticket data, which is where ProPay reads customer context and writes claim status. Where no interface exists, a Forward Deployed Engineer builds the connector during deployment.

Are authorization decisions against Zoho auditable?

Yes. Every decision carries a confidence level and the specific inputs from Zoho it was based on, and is logged for review.