Overview
Spoke Phone’s CRM integration syncs contacts and Leads into your Spoke Phone account, and logs all voice calls and text conversation details made on Spoke Phone against the customer record in your CRM.
If users have Spoke Phone pro licenses, they are able to dictate call notes and Submitted forms and follow up after calls, which are transcribed into text and also added to the customer call record in your CRM.
For assistance with your CRM integration, please send an email to Support@spokephone.com. The team will assist you in scheduling a time to set up your CRM integration.
Below is a list of CRMs we currently support:
Also See: https://spokephone.com/cloud-phone-system-integrations/#crm
Requirements
- Paid CRM account.
- Spoke Phone account.
- Administrator access/rights to your CRM.
- Administrator access/rights to Spoke Phone.
Connecting Your CRM
For assistance with your CRM integration, please send an email to Support@spokephone.com. The team will assist you in scheduling a time to set up your CRM integration.
Data syncing
It may take a while to initially sync your contacts to Spoke Phone. Plan for roughly 1 hour per 10,000 contacts.
Contact records
- To find CRM contacts in the Spoke Phone app, go to the external directory.
- Search CRM contacts from the Spoke Phone app using the search bar at the top of the app.
- When a call or text comes into Spoke Phone, if the corresponding phone number calling is found in CRM, Spoke Phone will display the customer's name.
- If more than one person is found having that number in CRM, Spoke Phone will pick the first person found, and let you know there are other potential matches.
- You cannot edit contact records in Spoke Phone (by design). You edit contact information in CRM and Spoke Phone will be updated within minutes. You can however update a record by using the Update CRM button in the Spoke App.
- Contacts that have multiple email addresses and phone numbers in CRM, will show and be searchable in Spoke Phone with/across all the email addresses and phone numbers.
Call records / logs
- If you have a call from a number found in CRM, Spoke Phone will add a call log to that person.
- If more than one person is found having that number in CRM, Spoke Phone will pick the first person found, and add a call log to that person.
- Call logs will usually be added to CRM a couple of minutes after the call.
- If the Spoke Phone user is also a CRM user, call logs will be recorded in CRM against their account. This requires that the email address for the user in both Spoke and CRM be the same.
- If the Spoke Phone user is not also a CRM user, call logs will be recorded against the default CRM user that you selected during the initial CRM integration setup.
Call notes and follow up
- If a Spoke Phone user dictated follow-up notes after a call, the notes will be transcribed into text and available in the call log for that customer in CRM.
- Transcribed call notes will usually be added to CRM a couple of minutes after the call.
Submitted Form Data
- If a Spoke Phone user submitted a Form, the form data will be available in the call log for that customer in CRM.
- The Form data will include the Form Name, Form Details & Payload Summary.
Text Messages
- Text Messages will be logged as Notes against the customer in CRM.
- The text message transcription will include the Day & Time, including the Spoke user and customer names to easily keep track of the conversation.
Formatting phone numbers
- Phone numbers in CRM need to be in the correct format.
- For numbers in other countries, ensure CRM users follow the best practice of adding international dialing code in the E164 format. Eg: +61, +1, etc.
- If phone numbers in CRM do not have an international dialing code, Spoke Phone will dial the number as though it is a local number to your Spoke Phone account. If your Spoke Phone account is based in Australia, Spoke Phone assumes that all non E164 format numbers in CRM are Australian numbers.
- Spoke Phone will attempt to fix bad formatting on phone numbers you have stored in CRM. For instance, adding country codes, inserting local dialing prefixes, etc. If Spoke Phone is unable to fix the formatting, you will need to fix the number in CRM.
Call reporting
- If you have CRM reporting enabled, you will see Spoke Phone calls correctly logged against your CRM users.
- This requires the Spoke Phone user to also be a CRM user, with the same email address used in both Spoke Phone and CRM.
- Calls with Spoke Phone users who are not CRM users will be logged against the default CRM user account that you selected during the initial setup.
Additional Information
- You can use the Add to CRM button during a call to add Contact records in CRM for Calls from unknown callers.
- If multiple CRM records have the same number, Spoke will select the first record found and provide you with a dropdown list to change the record if needed.