Zoho CRM's social configuration settings let you connect Facebook Pages and X (Twitter) handles to your account so your team can view customer interactions from those platforms directly in contact records. This setup must be completed by a user with Social Administrator permissions before anyone can use the Social tab.
Why this matters
If your sales team needs to see what customers are saying about your brand on social media, or if you want to track customer sentiment across platforms, you'll need to configure these social connections first. Without proper setup, team members won't have access to the Social tab, and you'll miss valuable context about your customers' public conversations and interests.
Step-by-step
Step 1. Verify your user role and permissions
Only a user with Social Administrator permissions can configure social settings in Zoho CRM. If you don't have this role, ask your administrator to grant it to your profile. Your administrator can do this by navigating to Setup > Security Control > Profiles and updating your profile's module-level permissions for Social.[6]
Step 2. Access the Setup menu
Click the Setup icon (gear symbol) in the top right of your Zoho CRM screen.[4] This opens the configuration area where all social settings live.
Step 3. Locate the Social configuration section
From the Setup home screen, find the Social settings area. The setup interface now displays options organized by category, making it easier to locate social-related configurations.[3] Look for a section labeled "Social" or "Social Profiles."
Step 4. Connect your Facebook Pages and X handles
Your Zoho CRM account must be configured with your organization's Facebook Pages or X (Twitter) handles.[6] During this step, you'll authorize Zoho CRM to access these accounts. Follow the prompts to authenticate each social account you want to integrate. This connection allows Zoho CRM to pull in customer interactions from those platforms.
Step 5. Grant module-level permissions to team members
Once social configuration is complete, your team members need permission to view the Social tab. Return to Setup > Security Control > Profiles and ensure each user's profile has the module-level permission for Social enabled.[6] Without this permission, users will be unable to view the Social tab even though it's configured.
Step 6. Verify the Social tab is visible
Have team members log in and check that the Social tab now appears in their interface. They should be able to see customer interactions from Facebook and X on individual contact detail pages.[1]
Common pitfalls
If team members report they cannot see the Social tab, the most common cause is missing module-level permissions in their profile. Confirm that your administrator has granted Social access through the Profiles security settings.[6]
If social interactions aren't appearing on contact records after setup, double-check that the Facebook Pages and X handles are correctly authenticated and that your organization's accounts are actively posting or receiving interactions on those platforms.
What to check
- Confirm your user account has the Social Administrator role assigned
- Verify that all Facebook Pages and X handles your organization uses are connected in the Social configuration area
- Check that team members' profiles have module-level Social permissions enabled in Setup > Security Control > Profiles
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*Beam Help — independent expert support for Zoho. This article is not official Zoho support.*