CRM Integrations
CRM integration is available for Standard and Enterprise workspaces that need lead and conversation data pushed into an external CRM workflow.
Overview
CRM integration helps move qualified leads and relevant conversation context from Witzo into your downstream sales or support process.
Implementation Model
CRM integration is handled as an implementation workflow rather than a one-click self-serve setup in every workspace.
That means teams should confirm:
- which CRM is in scope
- what lead fields must be mapped
- who owns the receiving pipeline
- whether the integration is one-way or includes any return sync behavior
Field Mapping
Common mapped fields include:
- name
- phone
- lead source
- message summary
- created timestamp
Duplicate Handling
Before go-live, define how duplicate records should be treated:
- overwrite
- merge
- ignore
The right choice depends on your CRM rules and sales process.
Ownership and Routing
Also define:
- which pipeline or queue receives new records
- which team or user owns first follow-up
- which lifecycle stage or status is applied by default
Sync Direction
The default integration goal is usually to push lead and conversation summary data from Witzo into the CRM.
If your team needs a more advanced sync model, document that scope explicitly during onboarding so expectations are clear.
Rollout Guidance
Before enabling CRM integration:
- confirm plan eligibility
- confirm the target CRM and field mapping
- test duplicate handling and ownership rules
- review the first live records with the sales team