Zoho WorkDrive | Enhanced media storage and control

Zoho WorkDrive is a cloud-based file storage and collaboration platform from Zoho, tightly integrated across the Zoho ecosystem including Zoho CRM. Sinch Engage SMS for Zoho CRM now supports Zoho WorkDrive as the recommended storage destination for media files and documents exchanged via MMS.

Zoho WorkDrive

Zoho WorkDrive is Zoho's native cloud storage solution and enables:

• Centralized file storage: Store all media files and documents in one place within your Zoho account
• Team collaboration: Share files across teams within Zoho CRM and other Zoho apps
• Access control: Manage who can view or edit files using Zoho's built-in permission system
• Native Zoho integration: Files stored in WorkDrive are accessible directly from Zoho CRM records
• Compliance and data ownership: Customer retains full ownership; data stays within their Zoho environment

When connecting Zoho WorkDrive to your Sinch Engage extension, all media files/documents sent or received as MMS are automatically stored in a dedicated folder within their Zoho WorkDrive Break account.

Connecting Zoho WorkDrive

An administrator-level Zoho account can connect Zoho WorkDrive Teams account directly from within the Sinch Engage extension settings inside Zoho CRM. 

Prerequisites

• Sinch Engage SMS for Zoho CRM extension installed (minimum version: 2392+)

• Zoho CRM Administrator access

• Zoho WorkDrive Teams available on the customer's Zoho WorkDrive STARTER+ plan (included with  Zoho One)

• Active Zoho WorkDrive account for the connecting user

Connecting WorkDrive

1. In Zoho CRM, navigate to the Sinch Engage SMS extension. Open the Settings or Configuration panel from the extension widget or CRM settings menu. This is also visible in the onboarding wizard.

2. Within the extension settings, find the MMS Settings - this is where WorkDrive integration is configured.

   

3. Click Connect Zoho WorkDrive which will redirect you to a Zoho OAuth authorisation screen.

4. Log in with your Zoho account (if not already logged in) and grant the Sinch extension permission to access Zoho WorkDrive on your behalf.

   

5. Save and confirm connection. Once authorised, return to the extension settings. You should see a confirmation that WorkDrive is now connected. 

   All new outbound and inbound media files are automatically saved to and stored in the WorkDrive folder. A dedicated folder will be created in WorkDrive (e.g. Sinch Conversational Assets).

   Note: Existing MMS Templates and workflows using attachments such as PDF, images, videos may need to be updated to work after connecting to WorkDrive.

Disconnecting Zoho WorkDrive

You can disconnect Zoho WorkDrive from within the extension settings at any time. 

Before doing so, please check the implications for your stored media:

• Files already stored in Zoho WorkDrive will not be deleted when the integration is disconnected - they remain in your WorkDrive account.

• If the extension is also uninstalled without WorkDrive connected, media files may be permanently lost.

Disconnecting WorkDrive

1. In Zoho CRM, navigate to the Sinch Engage SMS extension settings.

2. Find the MMS Settings section in the settings panel.

   

3. Click the Disconnect or Remove button next to the WorkDrive connection status.

   

4. A confirmation prompt will appear explaining the impact on future media storage. Confirm to proceed.

5. Media storage will revert to Sinch-managed interim storage. Files stored in WorkDrive are not affected and remain accessible in the customer's Zoho account.

   

   Note: Existing MMS Templates and workflows using attachments such as PDF, images, videos may need to be updated to work after connecting to WorkDrive.

After disconnection - storage behaviour

• Previously stored files in WorkDrive: Remain accessible and are not deleted.

• New media (post-disconnection): Stored by Sinch with a 90-day retention policy.

• To reconnect: Follow the connecting steps again at any time.