CRM integrations: HubSpot, Salesforce and Zendesk

Connect your CRM and Dialstitch shows the caller's record on every call and logs calls and texts to it. Admins set this up under Admin, then Integrations. CRM sync is part of the Pro and Contact Centre plans.

Connect a CRM

1. 1

   Open Integrations

   Go to Admin, then Integrations.

2. 2

   Connect

   Select Connect on HubSpot, Salesforce or Zendesk. For Zendesk, enter your Subdomain first, such as acme for acme.zendesk.com.

3. 3

   Approve access

   Sign in to the CRM and approve access. You come back to Dialstitch with the status Connected.

4. 4

   Choose what to log

   Pick the events, how to match numbers and what to do when there's no match, then select Save settings.

If the status shows Needs reconnect, select Reconnect. Disconnect stops all syncing.

Settings

• Log to your CRM: call.ended logs each call when it ends, with direction, duration, outcome and a recording link. call.recapped adds the AI summary once it's ready. sms.received and sms.sent log texts.
• Match numbers on: HubSpot phone number or mobile phone number. Salesforce contacts or leads that haven't been converted. Zendesk user phone number.
• No match: tick Create the contact in your CRM before logging. Otherwise calls from unknown numbers are skipped.

What you'll see

• The caller's CRM record (name, company, owner and a link) shows in the live call panel, on the contact page and on the call page.
• In HubSpot, calls are logged as calls and texts as communications on the contact.
• In Salesforce, calls and texts are logged as completed tasks on the contact or lead.
• In Zendesk, each call is a solved ticket with a private comment. Texts go into one ticket per conversation.
• On a contact's page, anyone can select Create in your CRM to push that contact across.

Import contacts

Select Import contacts to bring CRM contacts into Dialstitch. An imported contact is linked to the Dialstitch contact with the same number, or created if there isn't one.

Sync log

Every write shows in the Sync log with the time, what was synced, status, attempts and the CRM record id. Failed writes are retried automatically, up to 6 attempts.