Integrations
Connect your CRM: screen-pop, contact sync and write-back
Connect HubSpot, Pipedrive, Salesforce, Zoho CRM, Zendesk or your own system, show the CRM record on every call, and write each call's outcome back.
Steps
Know what a connected CRM does
When a call or conversation opens, the platform looks the customer's number or e-mail address up here and, if nobody here has it, in each connected CRM; the agent sees a link to the record. Contacts sync both ways through a field mapping. After the work ends, the platform writes it back to the CRM: resolutions, call outcomes, survey answers and booked meetings, with notes, an AI summary and links if you choose. Agents can also start a call from a link in the CRM. The pages are CRM and CRM write-back, for administrators.
Prepare your CRM
HubSpot, Pipedrive, Salesforce and Zoho CRM connect through an app in your CRM account. When the console says the platform's app can be used, you only need a CRM user who may approve it. Otherwise create your own app and note its client id and secret: HubSpot (scopes oauth, crm.objects.contacts.read, crm.objects.contacts.write) or a HubSpot private app token; Pipedrive (Contacts full, Activities full, Deals read); a Salesforce connected app (api and refresh_token, offline_access, with PKCE); a Zoho server-based application in your data centre. For Zendesk, turn on token access in its Admin settings and create an API token.
Create the connector
Open CRM and go to Connect a CRM. Choose the Kind and give it a Name. Under Your app in the CRM, enter the Client id and Client secret of your app, or leave them empty when the console shows: Leave the client id and secret empty to use the platform's app for this CRM. Register the address shown after Redirect URI to register in the app: in your app before you connect. The secret is stored sealed and never shown again.
Fill in the fields for your CRM
Only the fields for the chosen kind appear. Salesforce: Salesforce login is Production (login.salesforce.com), Sandbox (test.salesforce.com) or My Domain with your host. Zoho CRM: Zoho data centre of the app. HubSpot: optionally Or a private app token instead of an app (stored sealed). Zendesk: Zendesk subdomain, E-mail address of the agent the API token belongs to, Zendesk API token and Status of the ticket a write-back creates.
Choose what is written back
Under Write back: tick Resolved conversations, Call outcomes, Survey answers and Booked meetings as you need. Tick Create contacts the CRM does not have yet before writing back about them to push unknown contacts first. Tick Add a link to the call recording to the CRM activity only if recordings may leave the platform. Choose Connect. A signing secret for your CRM's own pushes to the platform is shown once: copy it.
Connect and allow access
On the new connector card, choose Connect. Your browser goes to the CRM's consent screen; allow access and you come back to CRM with: Connected. The CRM granted access; contacts can be synced now. The card then shows Connected. Zendesk and token-based connectors need no consent screen.
Check the connection and sync contacts
On the card choose Check now: The CRM answered with the stored credentials. Choose Sync contacts to pull contacts from the CRM and Push contacts to send yours. The Field mapping (JSON) set when you created the connector says which CRM field each of our fields goes to; the defaults fit each CRM.
See the CRM record on calls and chats
In Workspace, a CRM panel beside the conversation shows a link to the matching record, such as Open in HubSpot, or No CRM record found. To check a number yourself, use Who is this? on the CRM page: enter a Phone number or e-mail, tick Ask the connected CRMs as well and choose Look up.
Choose what each call sends
Open CRM write-back. For each connector, under Send to this CRM, tick Disposition, Agent notes, AI call summary, Transcript link (a console login is needed), Recording link (signed, expires), Duration and Agent. Set the Recording link lifetime (days). For a vendor CRM, the Field map puts each value in a field of the CRM's own call or activity record. Choose Save.
Keep recording files in your CRM
This is off by default. On CRM write-back, tick Allow recording files to go to CRMs for this account, then tick Deliver the recording file to this CRM on each connector you choose. HubSpot stores a private file on the call, Salesforce a File on the call task, Zoho CRM an attachment on the Calls record, Pipedrive a file on the call activity and Zendesk a file in an internal note. HubSpot and Zoho CRM ask for extra access, so connect those connectors again after ticking the box.
Know the limits of recording files
The page shows the largest file for each CRM. A larger file, or a CRM that cannot take one, gets a signed link that expires. This has not been tried against a real CRM account yet, so try it on a test record first. A file in your CRM is your own copy: our retention periods, consent withdrawals and erasures do not reach it, so you delete it in the CRM. See Deliver call recordings to your CRM as files.
Watch and retry failed write-backs
A failed write-back is retried with backoff; after eight attempts it is Failed and listed under Dead letters on CRM write-back, with its Last error. Choose Retry on one, or Retry dead on a connector for all of them. The Write-back log on a connector card shows each write-back's Status and Attempts. Connector health shows each connector's state, rate limit and queue.
Call from a link in the CRM
Add a link to your CRM records made of your console's address, then /#/dial?number= and the record's phone number in international format. Opening it shows the Dial page with the number; nothing is dialled until the agent chooses Call. Their own phone rings first, then the customer. The agent must be signed in to the console in that browser.
Connect another system
Back office (REST) connects a back office through its REST API: enter the API base URL, the key and the paths from its API reference; only List contacts path is required. Your CRM (HTTP) connects a system you build to the platform's contract: see the CRM integration guide (/developers/crm-integration/).
Good to know
- If the card shows Needs connecting again, the CRM no longer accepts the platform's access because the grant was revoked or the app changed. Choose Connect again.
- If the connection fails with The CRM refused the authorisation code. Check the app's redirect URI and try again., the redirect URI in your app does not match the one the console shows.
- The consent link works for ten minutes, once, in the browser that started it. Start again from the same browser if it fails.
- A Zoho app belongs to one data centre. If your Zoho account is in another data centre, register your own app there and enter it on the connector.
- Disconnect forgets the CRM's tokens; the connector stays. Disable stops the connector writing back and taking pushes from the CRM until you choose Enable.
- A contact who withdrew recording consent gets no recording link, transcript link or AI summary. A recording link never outlives the recording's retention.
- Choose Revoke recording links on CRM write-back to stop every recording link a connector has received. The links stop working at once.
- When the CRM is down, the CRM panel is hidden and the call goes on; write-backs wait and are retried. When the CRM rate-limits the platform, the connector pauses until it allows calls again.
- Five failures in a row make a connector Failing on CRM connector health. Choose Check now there after you fix the cause.
- If CRM write-back says CRM write-back is switched off for this account: nothing is queued and queued write-backs wait., the feature is off on Feature access, or your package does not include it.
- Pipedrive must answer from a pipedrive.com address, or the connection is refused.
- Calls inside a CRM's own phone (such as HubSpot calling or Zendesk Talk) are not part of the connector. To put the platform's phone inside your CRM, see Put the phone inside your CRM.
Still stuck?
Write to hello@ringura.com, or use the contact page, and say which guide you were following.