Who has access to Insights?

• All users with the permission Insights can view and edit the settings.

• Insights is a additional service which can be purchased.

Open Insights

1. Click on gear icon.

2. Choose yours organization.

3. Expand the list Insights.

Integrations via Insights

With Insights, you can connect integrations that provide more information on incoming calls.

• Prioritize multiple integrations with drag-and-drop icon.

• With Conversation Intelligence call summaries are automatically logged in your CRM.

Connect an integration

Custom webhook

• Used to perform number lookups against other systems or to manage call recordings externally.

  Contact us to add a custom webhook.

HubSpot

Once you've connected HubSpot, calls are automatically logged and you can:

• See information about the caller.

• Open and expand the person in HubSpot.

• Add note, task, meeting or call.

• Show activities directly in the app.

With Conversation Intelligence call summaries can be automatically logged in HubSpot.

Here's how:

1. Click on the plus sign.

2. Select HubSpot.

3. Name the integration → click Connect.

4. Log in to your browser and select account.

5. Click on Connect.

6. Open the integration in the app → activate Log calls automatically.

7. If CI is used → also activate Sync CI Summary.

Requires App Marketplace permission or Super Admin permission in HubSpot. The email address in the app must match the HubSpot account.

Zoho

Once you connect to Zoho, you can:

• Log calls automatically.

• See information about the caller.

• Open the person in Zoho.

• Add notes, tasks, and appointments.

• See activities directly in the app.

With Conversation Intelligence summaries can be logged in Zoho.

Here's how:

1. Click on the plus sign.

2. Select Zoho.

3. Name the integration → click Connect.

4. Log in to the browser and accept data sharing.

5. Open the integration in the app → activate Log calls automatically.

6. If CI is used → also activate Sync CI Summary.

Lime CRM

Once you have connected Lime, calls are automatically logged and you can:

• See information about the caller.

• Open the person in Lime.

• Add deal, history or to-do.

• See activities in the app.

With Conversation Intelligence summaries can be logged in Lime.

Here's how:

1. Click on the plus sign.

2. Select Lime CRM.

3. Name the integration.

4. Enter your details Client URL (found under Profile → API Documentation).

5. Generate and paste a API key from Lime.

6. Click on Connect.

7. Open the integration → activate Log calls automatically (+ CI summary if available).

Requires administrator privileges in Lime.

Salesforce

Once you've connected Salesforce, calls are automatically logged and you can:

• See information about the caller.

• Open the person in Salesforce.

• Add notes, tasks, meetings, and calls.

• See activities in the app.

With Conversation Intelligence summaries can be logged in Salesforce.

Here's how:

1. Click on the plus sign.

2. Select Salesforce.

3. Name the integration.

4. Enter your My domain name (from Company Settings → Company Information).

5. Log in to your browser and click Connect.

6. Open the integration → activate Log calls automatically (+ CI summary if available).

7. Choose whether the default should be Lightning Experience or Classic.

Upsales

Integration with Upsales can be used in two ways:

1. CTI connection via Upsales E-phone (call directly from CRM).

2. App integration (view information, open contact, deals & activities in the app).

With Conversation Intelligence summaries can be automatically logged as calls or todos.

1. Connect Upsales via Insights (for CTI)

1. Click on the plus sign.

2. Select Upsales.

3. Name the integration (e.g. “Upsales”).

4. Get one API key in Upsales.

5. Enter the key in the app.

6. Click on Connect.

7. Open the integration → activate Log calls automatically (+ CI summary if available).

2. Connect Upsales CTI as admin

1. During Insights, click on Keys for Insights.

2. Click on Install app in Upsales.

3. Click on Activate top right.

4. In the app → create a organization token.

5. Paste the token into Upsales → click Save.

3. Connect Upsales CTI as a user

If you have another CTI connection active, it must be disconnected first.

1. Click on Personal settings.

2. Expand Integrations → Insights Keys.

3. Click on Install app in Upsales.

4. Click on Activate in Upsales.

5. Create one user token in the app and paste into Upsales.

6. Copy your session key and paste into Upsales.

7. Click on Save.

If you log out of the app, the session key must be updated in Upsales.