Use the CRM panel during calls

When your company's CRM is connected, CallSprout Communicator NEXT and Communicator for the web can show the caller's CRM record beside the call. You can link the call to the right record, or create one, while you talk.

This feature needs the Communicator apps add-on on your account. See plans and pricing

Connected-system features work through your existing CRM or business system and depend on that system offering a compatible API. Availability varies by provider.

Some labels in your portal or apps may look slightly different from this guide.

Before you start

Your admin has to add you to your company's CRM integration first. You also need your own CRM login with rights to the records you work with.

Connect your CRM login

1. 1
   Step 1:

   Open CRM settings

   Select Settings at the bottom of the sidebar, then CRM. You'll see the CRMs your admin set up for you, each marked Connected or Disconnected.
2. 2
   Step 2:

   Connect

   Select Connect next to your CRM. A sign in window from the CRM opens. Sign in and allow access.
3. 3
   Step 3:

   Check the status

   The CRM now shows as Connected. To stop, select Disconnect. It takes effect right away.

See the record during a call

On calls and text conversations with outside contacts, a side panel shows the contact card and, below it, the CRM panel with the fields your admin chose. If more than one CRM is connected, scroll to see each one. If you haven't connected yet, the panel offers a link to the CRM settings.

Work with records

• Link a record. If exactly one record matches the caller, it links on its own. Otherwise, pick from the suggestions, or type at least a couple of characters to search the CRM.
• Create a record. For a caller who isn't in the CRM, choose to create a new record, pick the type, such as Contact or Lead, and fill in the required fields. The new record links to the call.
• Rematch. If the wrong record is linked, open the three-dot menu and choose Rematch. The old link stays until you confirm the new one.
• Edit. Open the three-dot menu, choose Edit, change the fields and apply.
• Unlink. Remove a link you don't want. The app asks you to confirm.

What you can do depends on your setup

Your admin decides which record types and fields you see and whether you can create or edit. Your rights in the CRM itself also apply. Depending on your admin's settings, calls may also be logged to the CRM on their own.

Troubleshooting

• The panel doesn't show. It appears only on calls and conversations with outside contacts, not with coworkers. Check that your CRM shows Connected in Settings.
• You can't create or edit. Your permission group may not allow it. Ask your admin.