How to Connect Binotel to Your CRM System

A CRM integration with Binotel allows you to receive and make calls, assign managers, and save and play back the recordings of your phone calls. All this will help you improve customer service and increase business efficiency.

We will talk about how to connect Binotel to your CRM system, make calls, and view your call details.

How to Integrate Binotel with CRM

In the "CRM" section, go to the "Integrations" tab, and select "Binotel Telephony."

You will see a dialog box where you need to fill in the following:

• secret;
• key;
• external ID;
• websocket key;
• websocket secret.

You will need to contact your Binotel manager to obtain this information.

Choose your assignee manager for unknown contacts (those who are not registered in CRM).

To call your customers, you also need to connect a SIP telephony system. To do this, download and set up a program for Internet calls, such as Zoiper, MicroSIP, or Mumble,and contact your Binotel manager.

In the "Name for new contacts" field, you can enter a name to be able to identify new contacts. To set a naming rule, click the curly brackets icon, and select variables from the list. For example, you can add a customer’s phone number {{phone}} and the date and time when their call came in {{date}}.

Assign tags to new contacts to be able to identify them easily. To do this, fill in the "Tag" field. For example, you can assign the "New" tag to all contacts who call you for the first time.

Click Save.

You can also install the Binotel plugin for Google Chrome.

How to Work with the Telephony System

How to Call a Client

You can call a client using the "Contacts" and "Call Center" CRM sections or call them directly in a deal.

In the "Contacts" section

In the contact card, find contact information, click on the phone number, and select "Call from Binotel."

In the "Call Center" section

In the contact card on the left, find contact information, click the phone icon, and select "Call from Binotel."

In a Deal

Click on a deal. In the contact card on the left, find contact information, click the phone icon, and select "Call from Binotel."

How to View Your Call and Contact Details

You can view all the information about your contacts, calls, statuses, and transactions in the "Contacts," "Deals," and "Call Center" sections. They contain the following data: call date, time, duration, type (incoming, outgoing, missed), recording, and assignee manager.

In the "Contacts" section

Go to the "Contacts" tab, and click a contact from the list. In the "Calls" tab, you can view all of the client activity and listen to the recording of your call.

In the "Call Center" section

The "Call Center" tab contains all of your calls and the information about them:

• date, time, duration, and status of the call;
• contact name and phone number;
• transactions made during the conversation;
• the name assignee name.

You can filter your calls by date, type (incoming or outgoing), and status (accepted or rejected).

To view contact details, go to the "Call Center" tab, click a contact, and open their card. In the "Calls" tab, you can view the date, time, and duration of each call, and the manager who communicated with the client.

If a deal is made during a conversation, a link to it will be in the conversation.

Each call has a status.

In a Deal

Go to the necessary pipeline, and click on a deal from the list. In the "Calls" tab, you can view all the information on the calls in this deal: call time and type, the contact who was called, and the assignee manager.

To listen to the call, click on the link.

How to Delete the Integration

In the "CRM" section, go to the "Integration" tab, and select "Binotel Telephony." At the bottom of the form, click Remove Integration.

Check the "Yes, I'm sure" checkbox, and click Delete.

Last Updated: 22.09.2023