If you run a Call Tracking campaign, you can automatically send call records to your CRM. This guide shows you how to connect Call Tracking to your CRM so call and text message records populate in a contact’s profile.

For a contact profile to sync with call records, they must:

• Be an existing contact in your CRM.

• Have a matching phone number with only numbers (no hyphens, parentheses, or other special characters).
  

Step 1: Set Up a New Contact Source

1. Create a new Manual Source by following steps 1–6 in this guide: Connect a Third-Party Platform to Your CRM.

2. Once you have the BCC email address copied, continue to Step 2 below.

Step 2: Set Up Notifications

Now, you'll add the new contact source to your Call Tracking settings. This links your Call Tracking phone calls with your CRM contacts.

1. Select the app bar drop-down menu in the top-left corner and go to the Intelligence dashboard.

2. At the top of the Intelligence dashboard, select Settings.

3. On the left-hand side, select Call Tracking. Then, under Email Notifications, click Add Person to Notify.
   

4. In the Email Address field, paste the BCC form notification email you copied in Step 1.

5. To make sure this works, call one of your tracking numbers and leave a message. This will populate the email notification for the next step.

Step 3: Map the Contact Source to the CRM

This is the final step to connecting your call data to your CRM.

1. From the app bar drop-down menu, select CRM.

2. At the top of the CRM dashboard, select Settings, then choose Contact Sources from the left-hand sidebar.

3. Edit the contact source you created in Step 1.

4. At the top of the page, select the Field Mapping tab. On the left, you should see a copy of the email notification from the test call you made in Step 2.

5. Click + New Mapping in the top-right corner.
   

6. Select the field you use to store phone numbers in the CRM, which is usually Phone.
   

7. Check the box for Do not create new contact if the value of this field matches an existing contact. This ensures the system updates an existing contact instead of creating a new one.

8. To make sure the phone number is read correctly, you'll need to define where the system should look for it. Under Scrape content between Beginning, enter the text just before the phone number. Under and End, enter the text that immediately follows it.

Example: If the phone number is located between "- +1" and "- Call Received", your field mapping would look like this:

• Beginning: "- +1"

• End: "- Call Received"

9. If you want to save other information from the call to your CRM, click + New Mapping again. You can map this to a general notes field or a custom field like "Most Recent Call".
   Note: If you did not already create custom fields, then you will need to add it in your CRM Settings under Fields. How to create new Contact Fields.

10. Once you've mapped all your fields, click Submit.

11. To test your connection, click Test Email Processing in the Contact Preview section on the right. This ensures the phone number and other information populate correctly.

(Optional) Test Your New Connection

Once you've mapped your notifications, your connection is ready! To test it, call one of your tracking numbers again. Make sure you are already in your CRM as a "Test" contact with your phone number saved without any special characters.