ZIWO Cloud Contact Center

Support and Feedback — ZIWO

ZIWO SERVICE SUPPORT — ZIWO (Aswat FZ-LLC)
For your ZIWO account, telephony service, numbers, call minutes, voice
quality, or billing:
Website: https://www.ziwo.io/contact-us/
Support: https://www.ziwo.io/

INTEGRATION SUPPORT — VortexWeb LLC (app publisher)
For installation, setup, call logging, recordings, screen-pop, or any
ZIWO integration issue:
Email: suppor@vortexweb.ae
Phone: +971 559037246 / +971 561009236
Website: www.vortexweb.cloud / www.vortexweb.ae
Support hours: Sunday–Friday, 09:00–18:00 GST
Response time: within 1 business day

How to Install and Set Up ZIWO Cloud Contact Center

Before you start: ZIWO Cloud Contact Center requires an active ZIWO account with at least one ZIWO agent to operate. ZIWO is a separate cloud telephony service and is not included with this application. Existing ZIWO customers can connect using their current account credentials. New customers can obtain a ZIWO account and agent licence by contacting the ZIWO team at sales@ziwo.io. ZIWO subscription and telephony usage are billed directly by ZIWO according to their pricing

1. Install the application

• Install ZIWO Cloud Contact Center fr om the Bitrix24 Market.
  
• On installation, the telephony line is registered automatically.
  
• "ZIWO Cloud Contact Center" appears in your left sidebar menu. Click it to open the application dashboard.
  

2. Administrator configuration (one-time)
Open the application and go to the Settings tab. Configure the portal-wide settings:

• ZIWO Account Name: enter your company's ZIWO account name in lowercase (for example, yourcompany).
  
• Unknown Number Action: choose what the CRM creates automatically when an unknown number calls:
  • Lead + Contact: creates a Lead and a Contact.
    
  • Deal + Contact: creates a Deal and a Contact. If you sel ect this, also choose the Deal Pipeline wh ere the deal should be placed.
    
• Click Save, then click Test Connection to verify the credentials.
  

3. Set ZIWO Cloud Contact Center as your telephony plugin
This prevents session conflicts and enables click-to-call across the CRM.

• In Bitrix24, go to Telephony, then Telephony Settings, then Plugin.
  
• Sel ect ZIWO Cloud Contact Center fr om the default telephony plugin dropdown and save.
  

4. Connect the ZIWO side (enables inbound pop-ups and call recordings)
To enable incoming-call pop-ups and automatic recording attachments, add a webhook on the ZIWO service side:

• Log in to your ZIWO Admin Panel (for example, app.ziwo.io).
  
• Go to Settings, then Integrations.
  
• In the CDR URL field, paste the Webhook URL shown at the bottom of the ZIWO Cloud Contact Center Settings page in Bitrix24 (under "Incoming Calls & Recordings Setup").
  
• Turn on both "Agent details in CDR" and "Customer details in CDR".
  
• Click Save.
  

5. Daily use for agents
For users to make and receive calls:

• Open ZIWO Cloud Contact Center fr om the Bitrix24 left menu.
  
• Go to the Settings tab and log in with your ZIWO agent email and password.
  
• Click the ACTIVE toggle in the top-right of the app header to start your session.