CRM-integrated phone system: what data should reach your CRM?
A phone system linked to a CRM may log only the date and length of a call. See which call data a sales team needs and what Heilo sends to your CRM.
A phone system's CRM integration may log nothing more than the date and length of a call. A salesperson who has to prepare an offer also needs the content of the inquiry, the terms and the next step. Before you buy, find out which data actually reaches the CRM and how the system finds the right contact. We show how phone-to-CRM integration works in Heilo on a separate page.
What should a sales call leave behind?
| Information | What is it for in the CRM? |
|---|---|
| Date, direction and call ID | Contact history and recognising repeated deliveries |
| Phone number and matched contact | A record on the right customer |
| Summary of needs and agreements | Preparing an offer and continuing the conversation |
| Deadline and next step | A task for the responsible employee |
| Reference to the recording | Verification by someone with the right permissions |
This is a list of requirements to check, not a guarantee of what every integration covers. A field can exist in the CRM and still never be filled by the telephony provider.
How does it work in Heilo?
Heilo records calls and prepares a transcript and a summary. The scope depends on the plan:
- Heilo Line: every salesperson has their own +48 company number. Incoming calls and outgoing calls started in the panel with the "Call via Heilo" button (+48 numbers only) are recorded automatically. By default a new number plays the "Announcement before the call" to the other person. After a two-sided call with a transcript, the call coach points out what went well and what to improve.
- Heilo Select: you keep your own number and add Heilo to a chosen call through a conference call, which your carrier must support. Heilo records the call from the moment it joins, and you inform the other person yourself.
- Heilo Voicemail: Heilo saves the messages left after missed calls once you set up forwarding with your carrier.
Plans and prices are on the pricing page. Heilo is not a PBX: it has no queues, IVR or extensions.
Once the recording is processed, the API and signed webhooks make the data available to your integration. You can connect them to your CRM directly or use Zapier or Make. The setup covers field mapping, contact matching and task-creation rules. Heilo does not require your sales team to give up its CRM.
See how Heilo sends calls to your CRM. You will find the details in the setup guide.
What does Heilo send to your CRM?
Once the integration is set up, the event sent after a call contains, among other things, the call ID, the direction, the customer's number and your company number, the date, the duration, and links to the recording and to the call in the Heilo panel. It also carries the transcript and the processed call: a summary, a subject and the details mentioned in the call, such as the service needed or the preferred date. Every webhook is signed, so the receiver can check that Heilo sent it. Tasks suggested in the Heilo panel do not appear in the CRM on their own: a rule that you set up in the integration creates the task in the CRM. The full list of events and fields is in the API documentation.
Three tests worth running before rollout
An existing customer. Call from a number saved in the CRM. Check that the note lands on the right person instead of creating a new contact. Decide what happens when the same number has several records.
A new customer. Test the rules for creating a contact and assigning an employee. Do not let the automation fill in missing data with guesses. When you add Heilo to a call in the Heilo Select plan, the customer's number may need to be assigned by hand.
Repeated delivery. Check that a retry does not create a second note or task. The integration should recognise the same call by its ID. Also test a failure on the CRM side and how synchronisation resumes. The missing call in CRM checklist helps you find the cause.
What stays with the team?
An automatic summary can contain a mistake. Verify important amounts, deadlines and commitments in the recording. Decide who checks the note before an offer goes out, and what information CRM users may see.
The copy in the CRM has its own retention cycle. Deleting a call in Heilo does not confirm that this copy is deleted. Read how call recordings reach the CRM, and plan access, export and deletion together with the integration. In Heilo a recording is kept for 365 days by default and then deleted; the transcript stays.
FAQ
Does Heilo have a ready-made integration with every CRM?
No. Heilo provides an API, signed webhooks, connections through Zapier or Make, and setup guides for Pipedrive, HubSpot and Zoho CRM, among others. Heilo has no native apps inside CRMs yet. The scope of the connection depends on what your CRM and the integration platform you use can do.
Will the integration create a task automatically?
It can, once the rules are set up, if the available data lets it work out the wording, the deadline and the responsible person. Also test a call with no agreed next step: it should not lead to a task with invented content.
Do I need Heilo if I already have a PBX?
It depends on the missing function and on how calls are captured. Check whether your current system delivers the agreements you need to the CRM. Heilo does not replace a PBX with queues, IVR and extensions; whether a particular way of connecting works has to be confirmed before you buy. We describe how such systems differ in the article on cloud PBX vs traditional.
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