The CRM integration automatically logs your calls, SMS and voicemails in your CRM. Your team no longer has to enter anything manually and keeps a full history of every conversation. This article covers HubSpot, Pipedrive, Salesforce and Zoho CRM.
Before you start
- Plan: Advanced (up to 2 CRM integrations) or Max (unlimited). Salesforce is available on the Max plan only. See the plans page.
- Onoff role: Owner or Admin.
- CRM side: admin access, or the email address of your CRM admin so they can authorize the connection.
Install the integration
- In the admin console, open Integrations & API.
- Choose your CRM (a search bar is available) and click Integrate.
- You're redirected to your CRM: select the account, grant the requested permissions and confirm. If you're not a CRM admin, enter the email of the person who is: you'll be notified once they've granted access.
- Back in Onoff, choose which numbers to sync: all, by department or one by one.
The integration is active as soon as you confirm.
Configure the integration
All settings are under Integrations & API > [your CRM] > Settings.
| Setting | Effect |
|---|---|
| Manage (numbers) | Add or remove synced numbers. |
| Automatically integrate new numbers | Automatically add new or reassigned numbers. |
| Time zone | Time zone used to date activities in the CRM. |
| Call and SMS sync | Inbound and outbound calls, missed calls, voicemails, notes, tags, summaries and SMS. |
| Send call recordings | Send call recordings (recording must be turned on in Onoff). |
| Send call action items | Create a CRM task for each action item detected by transcription. |
| Tickets | Attach conversations to CRM tickets. |
| Create contacts automatically | During a call or SMS, create in Onoff the contact found in the CRM. |
| Export Onoff contacts automatically | During a call or SMS, create in the CRM a contact that only exists in Onoff. Off by default. |
| Create unknown contacts | During a call or SMS, create a CRM contact for a number unknown to both Onoff and the CRM. Off by default. |
Calls to numbers not in the CRM
An activity can only be logged on a CRM contact. With the default settings, a call or SMS to a number that doesn't exist in the CRM isn't logged there: this is often the case for prospecting calls. To log them:
- turn on Export Onoff contacts automatically for numbers saved in your Onoff contacts;
- also turn on Create unknown contacts for numbers unknown on both sides.
In both cases, a contact is created in the CRM.
HubSpot: if the integration was installed before November 13, 2023, uninstall and reinstall it to send recordings; before October 16, 2024, reinstall it to attach tickets.
Remove the integration
- Open Integrations & API > [your CRM] > Settings.
- Click Remove and confirm.
Data already sent to the CRM (calls, SMS, voicemails, recordings, notes, tasks) is kept. You can reinstall the integration at any time.
Access by role
| Role | Access |
|---|---|
| Owner and Admin | Install, configure and remove integrations. |
| Team Lead | View integrations and API keys, without configuring them. |
| User | See the list of integrations. |
Related articles
- HubSpot: calls, SMS and contacts
- Pipedrive: calls, SMS and contacts
- Salesforce: calls, SMS and contacts
- Zoho CRM: calls, SMS and contacts
- CRM integration: troubleshooting
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