Configuring Your First CRM Integration

Modified on Fri, 09 Feb 2024 at 07:21 AM

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To get the most out of CallSights you will want to add an integration to your business database or CRM (Customer Relationship Management) system. This is the place where you store contact or customer data that you share with your colleagues. You may also want to add an integration to your own personal contacts store such as Outlook or Google Contacts. Sometimes you might even want to add multiple integrations of the same type. For instance, your company might use one database for "Leads" and another for "Customer". This is possible for most CRMs. 

All CallSights license types support integration to at least one CRM. The Plus and Pro licenses types support integration up to four simultaneous connections (if the CRM permits it).

This guide will take you through the principles of setting up your first integration. Each CRM integration within CallSights has a specific configuration screen to make the process easier. But this makes it more difficult to document. So for the purpose of this guide, we've chosen to do an integration to Google Contacts. This is a fairly typical installation and will demonstrate many of the main points.

Adding a integration

Integrations are added at the Configuration window. To get to Configuration, right-click on the CallSights tray icon and choose "Configuration" from the Tray Menu that appears. In the Configuration window, on the left-hand side under "INTEGRATIONS" click on the "(Add new)" option. In the white pane to the right, you will see a combo box where you can select from the list of integrations. Either click there and start typing the name of the integration to search, or just use the arrow to the right and select your CRM from the list. 

When you've selected the CRM you will see the features that it supports. In the case of Google Contacts, the integration supports all features except "Call activity logging". This means that records about your call interactions are not able to be stored in Google Contacts. This is ok. It's here to tell you what to expect from the integration. Press the "Set" button to proceed.

Configuring the integration

After selecting the integration you will see the relevant contact page for it. At the top of the configuration page you will see the name of the integration in a textbox, ie "Google Contact". You will probably want to leave this name as-is, but it is editable. It is the visible name of the CRM that's used when displaying results in CallSights. Generally you would want this to be a short name, so perhaps only edit it if you think the original name is a bit long.

Underneath this you will see the specific configuration for the CRM. The Google Contacts integration has a "Sign in with Google" button. When you click this button then you are taking to a browser page where you can enter your Google credentials. Google have chosen to do it this way to protect your security. As a result, you don't even need to enter your password directly into CallSights. Instead, CallSights receives a security token that grants access to your contacts. You can revoke this token at any future time from your "Google Account" page. After you've completed the security step then CallSights should show a count of how many contacts that you have.

In the configuration page, you have further choices below. You are likely not to need them at this time, but here is a brief description for future reference:

  • Caching - If you find that database searching is slow or unreliable then caching may help. But it is not always the best answer, you might need to address the root cause instead. See our help page on Caching for more information.
  • Activities - This section allows you to either manually or automatically perform actions with your CRM as calls are made and received. See our help page on Activities for more information.

Testing the integration

After configuring your integration it's nice to test that it's working ok. Here are some ways that you can do this. None of them are technically necessary, but it's fun to test it anyway.

  1. Press the "Check" button, in the "Integration test" section. This performs basic tests on connectivity to the CRM. If an error is detected then you will need to deal with it or the integration won't work.
  2. For a telephone number search, use the "Test..." button in the "Integration test" section. Then, when the "Test search" window appears, enter a valid telephone number that is in your database and press "Search". If it's working then one or more records should show below. Note: this is a basic telephone number search using valid numbers only. Use the step below if you want to do more advanced searching.
  3. Once you're happy with your configuration, then use the "Save" button to store it. With the configuration done, you can now test the integration using CallSights. In the Tray Menu, select the "Address Book" option. The Address Book will appear and you can use more advanced searches here. Again you can search using telephone numbers plus you can search with names or text from other fields such as Notes.
  4. Finally, you might want to make or receive a call to/from someone in your database. When you call them, then you should see the Preview window appear. All being well, the caller's name will show in the Preview window and you will have a button there that you can use to "pop" their contact record.

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