Telephony Options in Zoho Bigin

Telephony in Zoho Bigin

Zoho Bigin offers two distinct paths for telephony, and the range of supported providers has grown considerably since this was first documented.

Built-In Telephony

Powered by Zoho's own telephony infrastructure (running on a Twilio backend), built-in telephony is available on every paid plan (Express, Premier, Bigin 360), with the Free plan including a basic built-in phone line for simple calling. It supports:

  • Click-to-call from any phone number field in Bigin
  • Incoming call pop-ups showing the caller's contact details
  • Call recording, IVR, and call routing
  • Automatic call logging under Activities, then All Calls

To set it up, go to Settings, then Channels, then Phone, purchase phone numbers, and assign them to your users.

Third-Party Providers via PhoneBridge

If you need more advanced telephony capability, or already use a specific provider, Zoho Bigin integrates with a wide range of third-party cloud telephony services through PhoneBridge, including Twilio, RingCentral, Aircall, Dialpad, Exotel, JustCall, Ringover, MyOperator, CloudTalk, Ozonetel, Knowlarity, 8x8, and Amazon Connect.

Zoho Voice for More Advanced Features

Integrating Bigin with Zoho Voice adds IVR menus, call queues, call whispering, call barging, three-way calling, and more detailed call analytics beyond what built-in telephony alone offers. To set it up, install Zoho Voice from the PhoneBridge marketplace within Bigin, import your Bigin users as telephony agents in Zoho Voice, then purchase and assign numbers from Zoho Voice's Call Config page.

Call Transcription

Both built-in telephony and Zoho Voice now support call transcription powered by Zia AI, available as an add-on or usage-based feature. Alternatively, several PhoneBridge providers, including Ringover, Aircall, and CloudTalk, offer their own AI transcription, summarisation, and call analysis, syncing the results directly back to Bigin contact records.

Note: PhoneBridge integration is only available in Zoho Voice's Enterprise Telephony edition, not the Business Phone edition, if you're specifically integrating via Zoho Voice's telephony layer.
Need help? 1 Cloud Consultants can help you choose and set up the right telephony option for Zoho Bigin, whether built-in, a PhoneBridge provider, or Zoho Voice. Book a discovery call with 1 Cloud Consultants.