CRM Integrations

A CRM integration turns customer conversations into visible follow-up work. Agents can capture contact details, create or update records, place opportunities in the right pipeline, and attach useful conversation context so sales, support, or fulfillment teams know what to do next.

Navigation: Open General → Integrations, then expand CRM.

Connect a CRM

Select Connect CRM or Add integration.
Choose the CRM shown in the connection dialog.
Follow the on-screen authorization or account-detail steps.
Give the connection a recognizable name when asked.
Save and run Test Connection.

The dialog may vary by CRM. Use an account that can access the pipelines, stages, fields, and contacts the agents need. Never paste connection secrets into agent prompts or Knowledge Base documents.

Connect a CRM to an agent

Connecting CRM to a specific agent defines where that agent’s leads, requests, or orders should go. For example, a Voice Agent can place qualified callers into the sales pipeline, while an Email Agent routes support categories to a service stage. Open the agent and select its CRM tab. Then:

Choose the connected CRM account.
Enable the connection for that agent.
Select a pipeline and stage when required.
Configure category, channel, or action-specific routing.
Review customer-information capture settings.
Save and test.

Voice, email, and messaging agents can present different CRM controls because their customer workflows differ.

Email Agent routing

Email routing lets the message category determine the team’s next step—for example, a qualified lead enters Sales while a support request enters Customer Care. Email Agents can map classifications to CRM stages. Make sure each active reply category has the intended mapping or deliberately choose no mapping. Review the mapping summary before saving.

Messaging Agent routing

Messaging routing preserves customer context when a chat becomes a human sales or service task. Messaging Agents can route by connected channel, control when a session creates an opportunity, handle returning visitors, and optionally mirror supported conversations into CRM chat.

Contacts excluded from automation can use a separate pipeline or stage so human-only conversations remain visible to the right team.

Voice Agent routing

Voice routing keeps valuable call outcomes from remaining only in recordings or transcripts. Voice Agents can use a selected pipeline and stage for captured customer activity. Enable only the CRM tools needed during calls and test the minimum information required for a useful record.

CRM and delivery

CRM completes the delivery handoff: after an agent takes and confirms an order, the responsible team can receive the customer, order, and shipment context needed for fulfillment. Agent delivery features therefore require a working CRM connection. Configure and test CRM first, then open the agent’s Delivery tab.

Test before activation

Use an obvious test customer and confirm:

the record appears in the correct account, pipeline, and stage;
customer identity fields are placed correctly;
the conversation or call is linked as expected;
repeated testing does not create unnecessary duplicates;
the handover or worker note is understandable.

Clean up test records according to your CRM process.

Troubleshoot a CRM integration

Pipelines or stages do not load

Run the connection test and confirm the connected account can view them. Refresh the agent editor after fixing external access.

The wrong record or stage is used

Review the agent’s CRM tab, including category or channel-specific mappings and returning-visitor rules.

A conversation is not linked

Confirm the customer identity was captured, CRM is enabled for that agent, and the selected channel supports the configured link or mirroring behavior.

Duplicate records appear

Review identity capture and session policy before further testing. Use consistent phone and email formats and avoid repeating manual create actions while a result is pending.