Retrieving entity scores in Zoho CRM is most commonly achieved by pushing contact engagement scores from Zoho Campaigns into CRM fields via an active sync configuration. Here is how our team at Beam Help — independent expert support for Zoho, not official Zoho support — recommends setting this up.
Why this matters
If your sales team relies on lead prioritisation, having up-to-date contact scores visible directly inside Zoho CRM records removes the need to switch between tools. Scores calculated from email opens, clicks, and other Campaigns activities become actionable data your reps can filter and sort on. Without this sync, scores live only in Zoho Campaigns and are invisible to CRM users.
Step-by-step
Step 1. Sign in to your Zoho Campaigns account. From the Navigation toolbar at the top, click Contacts and then select Sync Services from the dropdown menu. [1]
Step 2. Locate the Zoho CRM tile in the list of sync services. Hover over it and click Active Syncs to open the syncs panel. [1]
Step 3. In the top-right corner of the Active Syncs panel, click the Setup button to open the sync configuration screen. [1]
Step 4. Scroll down until you find the section labelled Update Zoho CRM records with Zoho Campaigns Activities. This is where you configure what Campaigns data gets written back to CRM. [1]
Step 5. Click the Add New drop-down within that section, then choose the Update Contact Scores option from the list that appears. [1]
Step 6. A field-mapping interface will appear. Map the relevant Zoho Campaigns score field to the corresponding field in your Zoho CRM layout — for example, a custom numeric field you have created on the Contacts module to hold the score value. [1]
Step 7. Click Save to commit the mapping. From this point forward, contact scores will be pushed from Campaigns into the mapped CRM field according to your sync schedule. [1]
Step 8. Navigate to Zoho CRM and open a Contact record that has been through a Campaigns journey. Verify that the score field now displays the expected value. [1]
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If you need to retrieve or filter records programmatically based on score values once they are stored in CRM, Zoho CRM's COQL API or Bulk Read API can be used to query records against specific field conditions — for instance, pulling all contacts whose score exceeds a defined threshold. [3]
Common pitfalls
- Sync not running: If scores are not appearing in CRM, confirm the Active Sync between Zoho Campaigns and Zoho CRM is in an active (not paused) state before checking field mappings. [1]
- Missing target field in CRM: The mapping step requires a pre-existing field on the CRM Contacts layout to receive the score. If no suitable field exists, you must create a custom numeric field in Zoho CRM's layout editor before returning to the Campaigns setup. [1]
- Stale data in Zoho Desk: If your workflow also involves Zoho Desk, note that contact details sync on a schedule; you can trigger an immediate refresh using the Update from Zoho CRM option on a Contact record, but this applies to standard mapped fields and may not include custom score fields unless they are part of the configured field map. [8]
- COQL query scope: When using the COQL API to retrieve records filtered by score, remember that queries run against the linking or standard module where the score field resides — ensure your query targets the correct module name. [3]
What to check
- Confirm the Update Contact Scores mapping is saved and the Active Sync status shows as active in Zoho Campaigns under Contacts > Sync Services > Zoho CRM. [1]
- Open a sample Contact in Zoho CRM and verify the mapped score field is populated with a non-null value after the next sync cycle completes. [1]
- If querying scores via API, validate that your COQL or Bulk Read request references the exact API name of the custom score field as it appears in Zoho CRM's field settings. [3]