Which CRMs can I connect, and what do I get?
- Audience: Admins
Last updated
Connecting your CRM to CallSprout puts your phone calls and your customer records in the same place. Calls can be written to the CRM as activities, your team can see the caller's record in CallSprout Communicator NEXT or Communicator for the web while they talk, and incoming calls can be routed based on what the CRM knows about the caller.
Connected-system features work through your existing CRM or business system and depend on that system offering a compatible API. Availability varies by provider.
CRM integration is an add-on, priced on your quote. It works with every plan. See plans and pricing.
Some labels in your portal or apps may look slightly different from this guide.
CRMs supported today
| How it connects | CRMs |
|---|---|
| Sign in with the CRM's own login page | HubSpot, Microsoft Dynamics 365, Pipedrive, Salesforce, Zendesk Sell and Zoho CRM |
| Your CRM's web address plus a CRM username and password | Odoo CRM, SugarCRM, SuiteCRM and Vtiger Cloud |
| Your own connector service | A CRM that isn't listed, through a service your developers build. Contact support to discuss it. |
The Zendesk Sell connection is scheduled to end on August 31, 2027, and it doesn't support custom fields. The list of supported CRMs can change, so check with support that yours is on it before you buy a CRM or start setup.
What the integration does
| Feature | What it means for you |
|---|---|
| Call logging | Choose which calls become CRM activities: incoming or outgoing, answered or unanswered. You can rename the activity subjects, for example to add a team tag. |
| Link back to the call | Each logged activity can carry a link that opens the call in your call history, where anyone with access can play the recording. |
| Caller's record in Communicator | During calls with outside contacts, a CRM panel shows the matched record. People can link, create or edit records if their permissions allow it. |
| Routing by CRM data | Send callers to a person, team or message based on fields in their CRM record. |
| Chat activity (Contact Center Pro) | On Contact Center Pro, chat conversations can be logged too, with a link to the transcript. |
How setup works
CallSprout sets up your CRM integration with you and tests the routing rules before you go live. Here's what the setup covers, so you know what to expect.
- Your account. The CRM gets connected once in the admin portal. That's also where you choose what gets logged, which users can use it, and what each group of users may see, create or edit. See set up a CRM integration.
- Each person. Every user you add signs in to the CRM from Communicator, so the integration can work in the CRM on their behalf. See the CRM panel in Communicator.
What you need first
- An admin account in your CRM, or an account set aside for the integration that has full rights. The integration acts through it.
- A CRM account for each person who'll use it, with rights to view, create and edit the records they work with. If the CRM doesn't allow an action, the integration can't do it for them.
- The Communicator apps add-on for anyone who needs the CRM panel in Communicator.
Don't see this option? Contact support and we'll set it up for you.
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