CRM and ERP
How are calls linked to a CRM or ERP?
An incoming call opens the customer card, every conversation is logged together with the recording and history, and an outgoing call starts from that same card.
Customer card on screen
The agent sees who is calling before picking up the phone.
Calls are logged
Every conversation is written into the customer history automatically.
Universal module
One module fits your system: HubSpot, Salesforce, Dynamics 365, Zoho, Zendesk, Pipedrive and others.
Events, history and recording
Call events, history and the option to download the recording.
Call control
What can be controlled over the call API?
A call can be started, answered, transferred, put on hold and ended from your system. Call events plus active call and agent status information are passed along with it.
Starting a call
An outgoing call starts from the CRM or ERP with a single request; the request sets the caller ID shown.
Control during the call
Answer, transfer, hold and end.
Events in both directions
Incoming and outgoing call events are passed to your system through webhooks.
Active calls and agents
See the calls in progress and agent statuses.
SMS
What does the SMS API allow?
Messages are sent and received over the same API: single, recurring or bulk from Excel or CSV with variables. The delivery report comes back.
Sending and receiving
Outgoing SMS is initiated; incoming messages are passed to your system.
Bulk sending
A list from Excel or CSV with variables for each recipient.
Recurring messages
The message goes out on a schedule set in advance.
Delivery reports
See which messages reached the recipient and which did not.
Automation
What can be automated over the API?
Automated calls and SMS from your list or schedule, post-call surveys, and their scores passed into your system together with reports. The same path can control equipment: gates, barriers and door phones open on command, with access confirmed by QR code.
Automated calls and SMS
Notifications go out by project and planned schedule.
Post-call surveys
Service quality rating by call or SMS; results passed to your system.
Recording to the CRM
When the call ends, the recording and history attach to the customer record.
Equipment and access
Barriers, gates and doors controlled from an app or a browser; events through webhooks.
FAQ
API — frequently asked questions
Which API does Plus1CX use?
REST API: HTTPS, JSON and Bearer authentication. Webhooks are used for events, so data arrives at once rather than on a polling schedule.
Can a call be started straight from the CRM?
Yes. An outgoing call is initiated with a single API request from a CRM, ERP or another system, and the call can be answered, transferred, held and ended the same way.
What happens when a customer calls?
The call is linked to the customer record automatically and the card appears on the agent’s screen, while the call itself is logged in your system.
Which CRM systems do you connect to?
HubSpot, Salesforce, Microsoft Dynamics 365, Microsoft 365, Zoho, Zendesk, Pipedrive, Freshdesk and others. If your system is not on the list, the integration is built on its API.
Can SMS be sent over the API?
Yes: single, recurring and bulk messages from Excel or CSV with variables. Incoming SMS is passed to your system and delivery reports come back.
Is there documentation and a sandbox?
Yes. Ask us and we will send the API documentation and test credentials for your developers.
What else runs on this API
Let’s look at your case
Write to us which system you are connecting and what data you need from it — we will tell you what can really be done.
Ask about the API
Tell us which system you are connecting and what data you need. Only the email address is required.