Connecting to Your CRM

Automatically sync all call data with your CRM system. This eliminates manual data entry, ensures every interaction is logged, and gives your sales and support teams complete visibility into caller history and intent.

🎯 What You Will Learn

How to connect HubSpot, Salesforce, Zoho, and other popular CRMs
Mapping FORAI call fields to your CRM's contact and activity records
Configuring auto-create rules for new contacts from first-time callers
Setting up automated task creation and pipeline updates based on call outcomes

⚠️ Prerequisites

Admin or integration-level access to your CRM platform
An understanding of your CRM's contact and deal/opportunity structure
A list of custom fields you want to populate from call data
FORAI account with call history (at least a few test calls recommended)

🚀 Step-by-Step Guide

Navigate to CRM Integration

Go to Integrations > CRM from the dashboard. Select your CRM from the list of supported platforms: HubSpot, Salesforce, Zoho, Pipedrive, and more. Custom CRMs can connect via our REST API or Zapier.

Integrations - CRM Connection Panel

Authenticate and grant access

Click 'Connect' and sign in to your CRM with admin credentials. Grant FORAI the necessary permissions: read contacts, create contacts, create activities, and update records. The connection uses OAuth 2.0 for enterprise-grade security.

Map call data fields to CRM fields

The field mapper shows FORAI data on the left and your CRM fields on the right. Map: caller phone number to Contact Phone, call transcript to Activity Notes, caller name to Contact Name, and call outcome to a custom field.

Field Mapper Interface

Configure auto-create rules

When a first-time caller dials in, should the system create a new CRM contact automatically? Toggle this on and configure which fields are required before creation. Set duplicate-detection rules to prevent creating duplicate contacts.

Set up task and deal automation

Create automation rules: 'If call outcome = interested, create a Deal in the Sales Pipeline' or 'If caller requested callback, create a Task assigned to the account owner'. These rules turn passive call logs into actionable items.

Configure sync frequency and direction

Choose between real-time sync (recommended for sales teams) or batch sync (every 15 minutes, lower API usage). Set the sync direction: one-way (FORAI to CRM) or two-way (changes in CRM update FORAI contact records too).

Test the data flow end-to-end

Make a test call, then immediately check your CRM. Verify: a new contact was created (or existing one updated), an activity was logged with the full transcript, and any automation rules fired correctly. Check for field mapping accuracy.

Monitor sync health and error logs

Go to Integrations > CRM > Sync Status for a real-time view of sync health. The error log shows any failed syncs with details. Set up email alerts for sync failures so you can fix issues before they pile up.

Sync Health Dashboard

🔗 Code Example

Webhook payload for custom CRM integration

{
  "event": "call.completed",
  "call_id": "call_abc123",
  "caller": {
    "phone": "+1-555-0123",
    "name": "Jane Smith",
    "is_new": true
  },
  "transcript": "Full call transcript here...",
  "outcome": "appointment_booked",
  "duration_seconds": 142,
  "sentiment": "positive",
  "tags": ["sales", "new-lead", "appointment"],
  "metadata": {
    "appointment_date": "2026-02-15T10:00:00Z",
    "service_requested": "Initial Consultation"
  }
}

💡 Pro Tips

Start with one-way sync (FORAI to CRM) and switch to two-way only after you've verified field mappings are correct. Two-way sync with wrong mappings can overwrite CRM data.

Map the AI-generated call summary to your CRM's notes field rather than the full transcript. Sales reps prefer a 2-3 sentence summary over a wall of text.

Use custom CRM fields for AI-specific data like 'Caller Sentiment', 'Call Intent', and 'AI Confidence Score'. These power reporting dashboards your team will actually use.

Schedule a weekly review of sync errors for the first month. Most integration issues surface within the first two weeks and are easy to fix once identified.

⚠️ Important Warning

Always test your configuration with the built-in simulator before deploying to live callers. Changes to voice settings, routing rules, and workflows take effect within 60 seconds. Monitor the first 5-10 live calls after any change and revert immediately if you notice issues.

⚙️ Troubleshooting