Choose the workflow you need to solve
The problem may be registering new contacts, updating information after a conversation or notifying someone that a lead needs attention. Choose one and describe what happens from the beginning to the next step. This lets you evaluate an integration against a specific need.
Define which data should move
Identify the CRM fields you need and the source for each one. Review how an existing contact is recognized to prevent duplicates. Distinguish the information needed for follow up from the entire conversation. The team should know what is available and where to find it.
- Contact identification.
- Relevant conversation information.
- Sales status and next action.
- Responsible person or team.
Check access and capabilities
APIs, permissions and tool capabilities shape the connection. Before confirming a solution, review which data can be read or updated and which actions the channel supports. Define what happens when an update fails or a tool does not respond.
Design human handover
If an assistant is involved, define which questions it can answer and when it should hand over. The person receiving the case needs useful context and a clear next action. Connecting two tools does not by itself establish who should act.
Test realistic situations
Check the workflow with a new contact, an existing contact and a case with incomplete information. Review duplicates, updates and handovers. Confirm that the team can continue support using the recorded information. This journey provides the foundation for extending the integration.
Common questions
Do all CRMs support the same integration?
No. Check the APIs, permissions, fields and available actions in each tool.
Must the entire conversation be saved?
That depends on the defined use. First identify the context the team needs and the information that should be stored in the CRM.
How can I prevent duplicates?
Define how a contact is identified and how matches are checked before records are created or updated.