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Connect your CRM

Connect your company's CRM so people can see an incoming caller's identity and open their CRM record in one click. Phonovo is adding popular CRMs such as HubSpot, Salesforce and Pipedrive; the CRM tab lists the ones you can connect today.

CRM integration is switched on per company. If you are a company admin and do not see the CRM tab described below, ask Phonovo support to turn it on for your company.

Before you start

  • Only company admins in Phonovo can connect, disconnect or request a CRM.
  • For HubSpot and Salesforce, someone who can approve apps for your CRM account needs to sign in during the connection. For Pipedrive, you need an API key from your Pipedrive settings.
  • Your company connects one CRM at a time.

Connect a CRM

  1. Go to Settings, then Integrations, then CRM.
  2. Find your CRM and click Connect.
  3. For HubSpot or Salesforce, complete any details requested and click Continue if a connection form appears. Sign in to your CRM and approve access. You are brought back to Phonovo, which says Your CRM is connected.
  4. For a CRM that uses a key, paste the key and click Connect. Phonovo checks the key with your CRM before saving it.

If Phonovo cannot confirm whether your CRM connected, refresh the CRM tab to check before trying again.

Request a CRM we do not support yet

On Settings, Integrations, CRM, click Don't see your CRM? Request it below the available CRMs. Company admins can enter the CRM name, an optional HTTPS docs link and a note, then click Send request. We log a low-priority support ticket and show its number; we will update you there. Your company can request up to five CRMs per UK calendar day. If we cannot confirm whether the request was logged, check your support tickets before submitting again.

What gets matched

When a call comes in from an outside number, Phonovo looks the number up in your CRM. If it finds a contact, the people whose phones are ringing see a card with the contact's name, their company and an Open in CRM button. Calls between extensions are never looked up.

Phonovo also keeps a read-only copy of CRM contacts for the webphone directory and, when enabled, the Yealink CRM phonebook. Company users and admins can search the directory and use its Call buttons. See Find and call a CRM contact.

Refresh CRM contacts

Go to Settings, then Integrations, then CRM. The connected CRM shows the contact count and Last refreshed date and time. Before the first completed refresh, it says Contacts have not finished refreshing yet.

Contacts start refreshing when you connect your CRM. Phonovo checks for refreshes every 15 minutes. HubSpot uses a full refresh about once an hour. Other CRMs use a full refresh about once an hour unless they support updates since the last refresh. Those CRMs check for updates about every 15 minutes and do a full refresh daily. Changes are not immediate. A full refresh also removes contacts that are no longer in your CRM.

Only a company admin can click Refresh contacts to request a full refresh. Your company can request one refresh every five minutes. The button is unavailable while a refresh is running or the CRM connection is not active. The page checks contact status every 15 seconds while the connection is active.

  • Contact refresh requested. means the request was accepted. It does not mean it finished.
  • Refreshing contacts... means a refresh is running. Wait for the contact count and Last refreshed time to update.
  • The previous refresh stopped. Check contact status before requesting a new refresh. means the previous refresh did not finish. Check the latest status before requesting another.
  • Contacts could not be refreshed from the CRM. means the latest refresh failed. Check the connection status and Recent activity. Reconnect if asked.
  • Your CRM has more than 100,000 contacts, so contact refresh has stopped. means the contact limit was reached. Contact Phonovo support. The directory may be incomplete.

If you see Wait five minutes before refreshing contacts again., wait before requesting another refresh. If you see Connect your CRM and wait for the current refresh to finish., check the connection and wait. Contact refresh is temporarily unavailable. means a refresh cannot be requested right now.

If the page says Refresh the connection status before trying again., check the latest status first. The same applies to We could not confirm the refresh request. Check contact status before trying again. and We could not load contact status. Check contact status before requesting another refresh. Phonovo does not automatically retry an unconfirmed request. Check whether a refresh has started before you request another.

The page also shows CRM phonebook: Enabled or CRM phonebook: Disabled. This is a status, not a setting you can change here. Ask Phonovo support if you want the desk-phone phonebook enabled for your company.

Call logs in your CRM

External calls matching a CRM contact are added to that contact's activity: answered calls, missed calls and voicemail. Internal calls and unknown callers are not added. If several contacts match, the first is used. The answering or dialling user owns the activity when their email matches a CRM user. A missed incoming call or voicemail has no answering owner.

An incoming external call to an extension, ring group or call queue is logged as answered when someone answers it. The activity can be assigned to the person who answered. Answered outgoing calls are logged too. An outgoing call that is not answered is logged as missed. Activities appear after the call ends and may take a little time to arrive.

A company admin can choose Include a link to the call recording and Include the transcript and AI summary under Call logs in your CRM in Settings, Integrations, CRM. Both sharing options start off. A recording link needs Phonovo login and permission to view the call and recording. A summary arrives after ordinary-call analysis finishes. Voicemail calls include their outcome without a transcript or AI summary. Unsupported options are disabled. Both options are supported for HubSpot. Options are also unavailable when your CRM connection is not active.

If an activity says Phonovo could not confirm a call was added, check the contact's CRM activity first. It was not retried automatically. A company admin can check recent activity and reconnect when needed. Disconnecting stops new CRM writes and removes Phonovo's copy of your company's CRM contacts.

If it stops working

If the tab says Needs reconnecting, your CRM has stopped accepting Phonovo's access, for example because the person who connected it left or their password changed. Click the reconnect button for your CRM, for example Reconnect HubSpot, and sign in again. Company admins are also emailed when this happens.

The Recent activity list shows recent connection changes and any problems Phonovo had reaching your CRM.

Disconnect

Click Disconnect, then Yes, disconnect. Disconnecting stops calls showing CRM contacts, removes the CRM directory contacts and removes Phonovo's access to your CRM. New desk-phone phonebook downloads will be empty. It does not delete the original contacts in your CRM. To cancel, click Keep it connected.

Receptionist calls

Your connected CRM can also receive finished receptionist calls, with caller number, start time and duration. Calls from numbers with no matching contact are skipped, just like ordinary calls. Call logs keep the usual inbound call title. When your CRM sharing settings allow summaries, the call notes include "AI receptionist:" and the call outcome, followed by the summary. Receptionist transcripts are never sent. You can switch receptionist call logging off in AI Receptionist, Setup, then Save Changes. See Set up AI Receptionist. Erasing a caller in Phonovo does not delete records already copied to your CRM; manage those records in your CRM.