Help Center/Zoho CRM

What happens in Zoho CRM when a new client sends a message

Updated: 2026-10-19

When a client sends a message to a connected channel, AnyLinga searches Zoho CRM for a contact or lead with the same phone number. If it finds a record, it links the message to it. If not, AnyLinga creates a lead, adds a note about the message, and marks the client as waiting for a reply.

What appears after the first message

1. Check the new record

• If no record has the same phone number, AnyLinga creates a lead.
• The new record includes the name, mobile phone number, and source channel in the description.

2. Open the “Notes” related list

• The Notes related list contains a note that says “New inquiry in <channel>: <message text>”.
• For Telegram, the note contains the text “New inquiry in Telegram: …”.

3. Check the waiting-for-reply status

• The record is marked Waiting for reply.
• The Last inbound message field shows the time of the incoming message.

4. Check the notification to the record owner

• The record owner receives a notification under the Zoho bell icon if the record has an email address.
• If tasks for new messages are enabled, the record owner receives a task.

If the client is already in Zoho CRM

If AnyLinga finds a contact or lead with the same phone number, it links the message to that record. No new record is created.

You can view the conversation in the AnyLinga block in the record and in the AnyLinga Inbox tab.

Related questions

Which clients need a reply · Task for a new message · Where to view client messages