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CRM sync

Add every enquiry, call back and booking to HubSpot, Pipedrive, Capsule, Close, Freshsales, Copper or Square, or new leads to Salesforce or Clio Grow.

CRM sync puts what your receptionist takes down straight into your customer records, so nobody has to type it in again.

What it does

For HubSpot, Pipedrive, Capsule, Close, Freshsales, Copper and Square:

  • It looks the person up by phone number. If they're already there, it uses that record; if not, it adds them, with their name.
  • It adds a note saying what happened, such as "Callback requested: Sam Patel, 07700 900123 would like a call back: boiler service."
  • With Square, everything goes in the customer's single note field, newest first. Older entries drop off once the note is full.

For Salesforce and Clio Grow it works differently. These can't look people up or take notes from CallsCovered, so each new enquiry, call back, urgent message or booking becomes a new lead (in Salesforce's Leads, or in your Clio Grow Lead Inbox), with a description of what happened. To avoid duplicates, the same phone number makes at most one lead an hour.

Under What to add you can choose:

  • Enquiries, call backs and bookings (the default): new enquiries, call back requests, bookings, cancellations, urgent calls and unhappy customers.
  • Everything, including call summaries: also call summaries and other customer feedback. (Salesforce and Clio Grow still only get new leads.)

What you need

Choose Your CRM, then you'll need:

  • HubSpot: Settings, then Integrations, then Private apps, then Create, with the scopes crm.objects.contacts.read and crm.objects.contacts.write. Copy its access token.
  • Pipedrive: Settings, then Personal preferences, then API: your personal API token.
  • Capsule: My preferences, then API authentication tokens.
  • Close: Settings, then Developer, then API keys.
  • Freshsales: your avatar, then Settings, then API settings. Also fill in Freshsales address, the address you sign in at (like yourbusiness.myfreshworks.com).
  • Copper: Settings, then Integrations, then API keys. Also fill in Copper account email, the email of the user the key belongs to.
  • Square (customer directory): developer.squareup.com, then your app, then Credentials, then the Production access token.
  • Salesforce (new leads): no token. Fill in Salesforce organisation ID (starting 00D): Setup, then Company Information, then Salesforce.com Organization ID. Web-to-Lead must be switched on in Setup, then Web-to-Lead.
  • Clio Grow (new leads): Settings, then Integrations, then Lead capture token, then Copy. Choose your Clio Grow region: UK firms are usually on UK and Europe.

The token or key goes in Access token.

Setting it up

  1. Open Plugins, choose CRM sync and click Switch on.
  2. Choose Your CRM and fill in the boxes for it.
  3. Choose What to add.
  4. Click Save and test. CallsCovered checks it can connect, without adding anything.

Salesforce's Web-to-Lead can't confirm a test without making a real lead, so for Salesforce the test just says it's ready. Check your Leads after your next enquiry.

Cost

Free. Your CRM's own subscription is between you and them.

Privacy

Your CRM receives the person's name, phone number and a note of what happened: the reason for a call back, the booking time and reference, a call summary, or (for urgent calls) what they said. From then on it's held in your CRM under its rules.

Limits

  • People are matched by phone number. Callers without a number (some website chats) aren't added.
  • It adds people and notes. It doesn't change or delete anything already in your CRM.
  • Call backs marked done on the dashboard aren't sent.
  • If your CRM refuses something, the plugin shows Needs attention with the reason. That item isn't sent again.

Still stuck? Write to hello@callscovered.ai with your business name and what you were trying to do, and a person will reply.