How it works
The CRM opens a matching customer record on an incoming call; unknown or ambiguous numbers need a separate workflow. Integration brings together customer records, telephony events and business workflows. Correct operation depends on consistent identifiers, synchronisation rules and permissions.
Business example
When a customer calls, the CRM opens their order history before the agent answers.
What to consider
Test API failures, duplicate events, mandatory fields and recovery after temporary outages. Avoid exposing customer data unintentionally.