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CRMs

CRMs section allows you to manage various CRM and Help Desk applications integrations.

CRMs

Here you can add a CRM or Help Desk integration by clicking "Add CRM Integration" button.

Create/Edit CRM Integration​

CRM

When adding a CRM, you need to first select one of the supported CRM types. Once the type is selected, the appropriate fields for that CRM will be displayed, as shown in the next screen.

CRM / Help Desk Type. Select the type of CRM you are integrating.

Access​

CRM

Here you can specify settings required for using your CRM or Help Desk API. Note that the way to get Client ID and Client Secret varies for different CRMs, please refer to your CRM's documentation for details.

Client ID. Client ID as per CRM documentation.

Client Secret. Client Secret as per CRM documentation.

Redirect URL. Redirect URL generated by Thirdlane that will have to be entered in your CRM as per CRM documentation.

Domain. Your company subdomain if required for authentication by your CRM provider.

Call Processing​

CRM

Here you can specify how the different types of calls will be reflected in the CRM or Help Desk. Both the inbound and outbound external calls will be matched to the phone numbers of the records in CRM and then the corresponding action will be performed, as per the options below.

Translate phone numbers. Specify whether phone numbers should be translated using specified rules before the CRM lookup.

For inbound call processing:

Create Leads for unknown numbers. Specify whether to create Leads or Contacts for calls from phone numbers not found in CRM.

Create Tasks for missed calls. Specify whether to create Tasks for missed calls from known and unknown numbers.

Time to Complete Tasks (hours). Time to Complete created Task in hours. Use decimal point to specify fraction of an hour.

For outbound calls processing:

Create Leads for unknown numbers. Specify whether to create Leads or Contacts for calls to phone numbers not found in CRM.

Create Tasks for unanswered calls. Specify whether to create Tasks for unanswered calls.