> ## Documentation Index
> Fetch the complete documentation index at: https://docs.myfundingmachine.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Retention across Zoho and CRM

> Link a legacy Zoho owner and review activity without requiring a CRM sub-account.

Retention includes owners using **Zoho**, **CRM**, or **Both · CRM + Zoho**.
Platform links describe the accounts available to this view; they do not prove
current billing eligibility or that migration is finished. A confirmed Zoho owner
can leave **Sub-Account Location ID** blank. A Zoho record ID belongs in its own
link, never in the CRM Location field.

## Link a Zoho owner

1. Open the owner in **Admin → Retention**.
2. In **Platform & Zoho activity**, enter the central **Funding Machines** record ID.
   Use the owner record, not an applicant, credit report, or Zoho organization ID.
3. Choose **Review Zoho record** and compare the name and email with the owner.
   Confirm any partner or alternate email before proceeding.
4. Check the ownership confirmation and choose **Confirm Zoho link**.

This confirmation is a staff decision. The app does not link owners by similar
names or email domains. A record already linked to another owner must be resolved
at its existing link first. Existing CRM account verification remains separate.

## Read activity correctly

The roster shows the latest known application date and its source. Zoho supplies
a calendar date without a time; the workspace preserves that date. CRM applicant
counts and retrieval outcomes describe CRM activity only. They are not added to
Zoho counts or treated as complete activity across both platforms.

Choose **Refresh Zoho activity** to fetch the current date. Roster refreshes read
the saved snapshot; this initial integration does not schedule Zoho polling.
The **Zoho checked** time tells you when the provider was read successfully.
A snapshot older than 48 hours stays visible with its **Zoho checked** date and
is marked **usage unknown** in the roster. It does not place an owner in Needs
attention by itself. Snapshots older than 48 hours, missing dates, failed identity checks, and unavailable
CRM activity cannot establish inactivity across both platforms. Usage tags wait
for current evidence. A recent Zoho application can clear an inactivity tag even
when there are no recent CRM applications.

For Zoho-only owners, attention tags are shown in Retention. CRM tag syncing is
skipped until the CRM account mapping is verified; existing CRM contact tags are
preserved. A Slack channel is needed only for Slack issue tags. A deliberately blank CRM account is not a sync failure.

After onboarding, a known latest application that is seven calendar days old adds
**Usage slowing**; fourteen adds **No recent applications**. CRM-only owners measure
elapsed time from the later of the Onboarding Completed Date and the latest real
application attempt; with neither recorded, usage is unknown and the owner shows
**Usage baseline unknown**. An unreadable completion date also leaves usage unknown. Onboarding and historical
owners do not receive usage tags. Zoho does not provide time-of-day precision, so
a Zoho report on the same date a snooze started does not automatically cancel it;
a later report date does.

## Correct or remove a link

Use **Remove Zoho link**, then review and confirm the correct record. Removal
disconnects the view; it does not delete records, change CRM fields or stages,
cancel service, modify billing, or send messages. It leaves a removal revision so
concurrent edits cannot silently overwrite the correction.

If the Operations contact changes or Zoho returns a changed identity, the link
needs review. Activity stays unknown until the link is corrected. A changed Operations
contact also hides the previous owner’s Zoho identity. A failed request does not make historical data current; refresh details
and read the outcome before retrying.

Legacy Zoho payment labels are not used to determine churn. Continue using the
separate subscription verification flow for billing decisions.


This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.