Set up a CRM integration

This page covers how your CRM gets connected for the whole account. Once it's done, the users you pick can sign in to the CRM from CallSprout Communicator NEXT or Communicator for the web and start seeing records during calls.

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. See which CRMs you can connect before you start.

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

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.

Before you start

Have an admin account in your CRM, or an account set aside for the integration, with full rights. If your CRM signs in through its own login page (HubSpot, Salesforce and similar), it also needs an app made in that CRM's developer settings, and that app's client ID and secret.

Add an OAuth app (sign in CRMs only)

CallSprout may create this for you.

1. 1
   Step 1:

   Open OAuth apps

   In the admin portal, go to Settings, then OAuth, then Apps, and add an app.
2. 2
   Step 2:

   Fill it in

   Set Enable to Yes, give it a name, pick your CRM as the Provider, paste the client ID and secret, and choose Connector under Scopes. Save.

Connect the CRM

1. 1
   Step 1:

   Open the integration

   Go to CRM, then Integration. Under the inactive integrations, select your CRM.
2. 2
   Step 2:

   Fill in the connection

   On the Configuration tab, switch on Active. Some CRMs ask for more: Microsoft Dynamics 365 needs your organization's address, Odoo needs a database name, and CRMs that use a username and password need your CRM's web address. For a sign in CRM, choose the OAuth app you made as the Client Application. SugarCRM and SuiteCRM also ask for a client ID and secret. Save.
3. 3
   Step 3:

   Sign in

   Select Login and sign in with the CRM admin or integration account. A message confirms it worked.
4. 4
   Step 4:

   Test it

   Select Check Connection. If you see an error, check the details you entered and sign in again.

Choose what gets logged

Still on Configuration:

• Under Call & Messaging Logs, switch on the calls you want written to the CRM: incoming or outgoing, answered or unanswered.
• Under Write Record Link, switch on Call to add a link in each activity that opens the call in your call history.
• Under Call & Messaging Subjects, rename the activity titles if you want, for example to add a team tag or another language.

Add users

1. 1
   Step 1:

   Open the Users tab

   Select Users, then Add Users.
2. 2
   Step 2:

   Pick people

   Search for extensions, select them and add them. Anyone you add starts in the Default permission group.
3. 3
   Step 3:

   Set permissions

   Change a user's Permission if they need a different group.

Only users on this tab get CRM features in Communicator. Each one shows as Active after they connect from the app. Some CRMs don't show a status or login expiry here.

Decide what people can see and change

• Data Models. Each CRM record type, such as Contact or Lead, has its own tab. Tick whether each field can be viewed, created, edited or is required in Communicator. To show a custom field, add it with a field key that exactly matches the field's API name in your CRM.
• Permissions. Create permission groups that turn record types on or off and allow creating or editing. A group can also add a new record when the caller isn't found, in the record type you pick, which needs Create switched on for that type.

The Default group can't be deleted. The integration's admin account always uses it, and so does routing by CRM data. If routing should create records, allow that in Default.