CRM Integration #
Integrating your CRM with your telephony platform allows users to work more efficiently by connecting call activity directly to customer records. When a call is received or made, the CRM can automatically surface the relevant contact, log the interaction, and capture key call details — eliminating manual data entry and giving users the context they need before they even say hello. This is particularly valuable for sales and support teams where call volume is high and accurate record-keeping is critical.
~.Dimensions.~ supports two approaches to CRM integration:
- Client-side integration, delivered through the ~.UcClient.~ CRM add-on, runs directly in the user's CRM. It provides a rich, real-time experience including click-to-dial, automatic screen popping, call history, and task creation.
- Server-side integration connects ~.Dimensions.~ directly to the CRM at the platform level, requiring no add-on for the user. This makes it easier to deploy at scale and ensures call activity is logged consistently regardless of how or where users are working.
Supported CRMs #
| CRM | Integration | Click-to-Dial | Contact Match | Screen Pop | Call Activity/History |
|---|---|---|---|---|---|
| Clio | Client-side | ✔ | ✔ | ✔ | ✔ |
| Dynamics 365 | Client-side | ✔ | ✔ | ✔ | ✔ |
| Freshdesk | Client-side | ✔ | ✔ | ✔ | ✔ |
| HubSpot | Server-side | ✘ | ✔ | ✘ | ✔ |
| Salesforce | Client-side | ✔ | ✔ | ✔ | ✔ |
| Zendesk | Client-side | ✔ | ✔ | ✔ | ✔ |
| Zoho | Client-side | ✔ | ✔ | ✔ | ✔ |
Server-side Integration #
Server-side integrations are configured at the platform level within your account. Unlike the client-side add-on, there is nothing for end users to install — once set up, the integration runs automatically in the background for all users on the account.
The setup and configuration steps differ for each CRM. Please refer to the relevant guide below:
Client-side Integration #
If you are using one of the ~.UcClient.~ CRM User Add-Ons, there may be some additional configuration needed to ensure users can login into the plugin successfully.
In order to maintain a high level of security, ~.Dimensions.~ only supports login through an iFrame if it is from a known source. If using one of the CRM providers standard domains (e.g. https://Salesforce.com or https://freshdesk.com), no additional configuration is necessary.
If a custom domain name has been applied to the CRM package, it will need to be added here so that ~.Dimensions.~ knows it has a trusted source and will allow user logins to proceed.
tip
For more information on installing the ~.UcClient.~ CRM for each CRM type, please refer to the specific CRM docs.
Adding a Domain #
To add a new domain, press the '+ New' button and then populate the following parameters:
- CRM Provider - Select the CRM type the domain is for (e.g Salesforce, Freshdesk, Dynamics 365)
- Domain - Enter the domain including the 'https://' prefix
note
Custom domains cannot be edited directly. To edit a domain, delete it and create a new one.