CRM · Setup & configuration · 7 min read

Connect e-mail, calendar and telephony to CRM

Authorise a connector, give its key to the source system, and handle events that CRM could not match to a deal.

Before you begin

You need crm.configure. Know which source will send events: e-mail, calendar or telephony. The administrator of that system needs to be able to post to a web address with a key.

Authorise a connector

1. Open CRM > Configuration > Connectors.
2. Press Authorise connector.
3. Enter a Code (up to 32 letters, digits, - or _, for example MAIL), a Name (for example Sales mailbox) and the Source: E-mail, Calendar or Telephony.
4. Confirm.
5. Copy the key shown on the card. It reads 'Copy this key now - it is not shown again'.
6. Give the key to the source system. It posts events to POST /api/v1/crm-hooks/<key>.

The list shows each connector's Authorised person and time, Last event and State.

What the source sends

Each event needs the source's own event id, the type (an e-mail connector sends e-mail events, a calendar connector meeting events, a telephony connector call events), the time it occurred, the participants and a subject. A duration is whole seconds up to a day.

What happens next

• If an open deal has a participant's e-mail or phone, the event is logged as one completed activity on that deal (for example "Logged from Sales mailbox (in)"). It shows on the deal's Communication tab and in the timeline. Only deals in a reader's scope are shown to them.
• Sending the same event id again is answered "duplicate" and writes nothing.
• An event that matches no deal is kept as unmatched.

Link an unmatched event

1. Open CRM > Communications and switch to Not matched. Only people with crm.configure, and administrators, see this list.
2. Press Link to a record on the event.
3. Enter the reference, for example CRM-000012.

The completed activity is created on that record and the event leaves the list. If it is already linked: 'This communication is already on a record.'

The Logged on records list shows what has been attached to deals you may see.

Switch off and rotate

• Switch off stops a connector. Its key then answers 'Unknown or switched-off connector.' and nothing is written.
• Switch on records you as the authoriser again.
• New key shows a new key once and the old key stops working.

Each of these is recorded in the audit trail with who and when.

Good to know

• 'Send the source's event id.' means the event had no id.
• 'A calendar connector sends meeting events.' means the type does not match the connector's source.
• 'Duration is whole seconds up to a day.' means the duration value is invalid.
• 'Another connector already has that code.' means choose a different code.
• The web address works only with a valid key. All wrong keys get the same answer.