Who Has Access to Insights?

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

Insights is an add-on service that can be purchased. Read more about how to do that here.

Open Insights

1. Click the gear icon
2. Select your organization
3. Expand the Insights list

With our Conversation Intelligence service, call summaries are automatically logged in your CRM.

Integrations

By connecting an integration to Insights, you can receive additional information on incoming calls.

If you have multiple integrations, you can also set their priority order via drag and drop.

Exclude Internal Data

You can choose to exclude internal calls from the data sent to integrations. You can also exclude summaries from Conversation Intelligence without affecting other logging.

To change this:

1. Click the integration you want to edit
2. Go to Organization Settings → Insights → Insights – Integrations → Edit Integration
3. Turn logging of internal calls off or on
4. Choose whether Conversation Intelligence summaries should be logged

Connect an Integration

Custom Webhook

A custom webhook can be used to perform a number lookup against a system, allowing you to get caller information directly in the app or to handle call recordings externally.

To add a custom webhook, please contact us for more information.

HubSpot

Once HubSpot is connected, calls will be logged automatically from the app directly into HubSpot. You can also:

• Get caller information during calls
• Open the person in HubSpot
• Add a new note, task, meeting, or call
• View and expand activities in the app

Conversation Intelligence

If you have the Conversation Intelligence service, you can:

• Enable automatic logging of call summaries directly to HubSpot

Integrate HubSpot

1. Click the plus icon
2. Select HubSpot
3. Name the integration and click Connect
4. A page will open in your browser
5. Log in with your details (if you aren’t already logged in)
6. Select an account
7. Click Connect
8. Open the integration and enable “Log calls automatically”. If Conversation Intelligence is enabled, also enable “Sync CI summary to…”.

To integrate HubSpot with the app, you need either App marketplace permission or Super Admin permission in HubSpot.

The email address in the app must match the email address registered for the user in HubSpot for the integration to work correctly.

Zoho

Once Zoho is connected, you can choose to log calls automatically. You can also:

• Get caller information during calls
• Open the person in Zoho
• Add a new note, task, meeting, or call
• View and expand activities in the app

Conversation Intelligence

If you have the Conversation Intelligence service, you can:

• Enable automatic logging of call summaries directly to Zoho

Integrate Zoho

1. Click the plus icon
2. Select Zoho
3. Name the integration and click Connect
4. A page will open in your browser
5. Log in with your details (if you aren’t already logged in)
6. Accept that the app can read and write data
7. Open the integration in the app and enable “Log calls automatically”. If Conversation Intelligence is enabled, also enable “Sync CI summary to…”.

Lime CRM

Once Lime CRM is connected, calls will be logged automatically from the app directly in Lime. You can also:

• Get caller information during calls
• Open the person in Lime
• Link to add deal, history, and to-dos
• View and expand activities in the app

Conversation Intelligence

If you have the Conversation Intelligence service, you can:

• Enable automatic logging of call summaries directly to Lime

Integrate Lime

1. Click the plus icon
2. Select Lime CRM
3. Name the integration
4. Enter your Client URL, which can be found under Profile → API Documentation
5. Generate an API key via Lime and paste it into the app
6. Click Connect
7. Open the integration in the app and enable “Log calls automatically”. If Conversation Intelligence is enabled, also enable “Sync CI summary to…”.

To integrate Lime CRM with the app, you must be an administrator in Lime.

Salesforce

Once Salesforce is connected, calls will be logged automatically from the app directly in Salesforce. You can also:

• Get caller information during calls
• Open the person in Salesforce
• Add a new note, task, meeting, or call
• View and expand activities in the app

Conversation Intelligence

If you have the Conversation Intelligence service, you can:

• Enable automatic logging of call summaries directly to Salesforce

Integrate Salesforce

1. Click the plus icon
2. Select Salesforce
3. Name the integration
4. Enter your “My Domain” name from Company Settings → Company Information in Salesforce
5. A page will open in your browser
6. Click Connect
7. Open the integration in the app and enable “Log calls automatically”. If Conversation Intelligence is enabled, also enable “Sync CI summary to…”.

Click the integration again to switch the default from Salesforce Lightning Experience to Salesforce Classic.

Connect Upsales

Upsales – General Information

Our Upsales integration can be used in two ways:

1. CTI connection where you use Upsales E-phone, meaning you don’t need to leave your CRM to make a call
2. In-app integration where we show who’s calling and let you open the contact directly in Upsales

These two ways can be combined, meaning some users can call via CTI and others via the app.

Features you can use:

• Place calls directly from Upsales (CTI)
• Get caller information in the app
• Open the person in Upsales
• View and expand deals, meetings, and activities in the app
• Direct link to the contact in Upsales

Conversation Intelligence

If you have the Conversation Intelligence service, you can:

• Enable automatic logging of call summaries directly to Upsales as a call or as a to-do

1. Connect Upsales via Insights (required for CTI)

1. Click the plus icon to connect a new integration
2. Select Upsales
3. Name the integration (any name, e.g., “Upsales”)
4. Retrieve an API key in Upsales
5. Enter it in the app
6. Click Connect
7. Open the integration in the app and enable “Log calls automatically”. If Conversation Intelligence is enabled, also enable “Sync CI summary to…”.

2. Connect Upsales CTI for the Organization (Admin)

1. Under Insights, click Insights Keys
2. Click Install app in Upsales
3. Click Activate
4. In the app, click “Create new organization token” and copy it
5. In Upsales, paste it and click Save

Upsales is now connected at the organization level. You can ask users to follow the guide below.

3. Connect Upsales CTI as a User

If you have an active CTI connection from another provider, please disconnect it.

1. Click Personal Settings
2. Expand Integrations and click Insights Keys
3. Click Install app in Upsales
4. In Upsales (top right), click Activate
5. In the app, click “Create new user token”
6. Copy it and paste it into Upsales
7. In the app, copy your session key and paste it into Upsales
8. Click Save

If you log out of the app, you’ll need to update your session key in Upsales to be able to make calls again.