Why CRM Integration Matters for Modern Communication
For developers building customer-facing applications, integrating communication data directly into a CRM isn’t just a convenience — it’s a competitive edge. When call logs, SMS interactions, customer details, and automation all live in the same place, businesses operate smarter, resolve issues faster, and deliver a seamless customer experience.
That’s exactly where Opentact shines.
Opentact gives developers a clean, API-driven environment to unify voice, SMS, call tracking, and SIP data inside any CRM — whether it’s Salesforce, HubSpot, Zoho, Microsoft Dynamics, or a custom-built internal system. With real-time event handling, Webhooks, SIP provisioning APIs, and call analytics, Opentact becomes the communication engine behind your CRM.
This guide breaks down how developers can integrate Opentact with any CRM smoothly, efficiently, and at scale.
1️⃣ Understanding How Opentact Fits Into the CRM Workflow
Before building the integration, it's crucial to understand what Opentact brings to the CRM ecosystem:
Opentact provides:
Voice calls (SIP / WebRTC)
SMS sending & receiving
Call tracking & analytics
Call recordings and transcription
Real-time event notifications
API provisioning for numbers, SIP accounts, and flows
When integrated into your CRM, these capabilities can:
Automatically log calls and SMS conversations
Trigger workflows (lead scoring, follow-ups, ticket creation)
Attach recordings and analytics to customer profiles
Provide agents with caller context before answering
Enable AI-based suggestions and routing logic
Opentact essentially becomes the telecom backend for your CRM.
2️⃣ Choosing the Right Integration Method
Developers typically integrate Opentact with CRMs using one or more of these methods:
A. REST APIs (Most Common)
You can push or pull data from Opentact into your CRM using SDKs or custom API calls.
You might use APIs for:
Creating numbers
Fetching call history
Sending SMS
Retrieving recordings
Managing SIP users
Querying analytics
Perfect for backend automation, custom dashboards, and syncing historical data.
B. Webhooks (Real-Time Event Sync)
Use Opentact’s event system to receive instant notifications for:
Incoming calls
Call completed
SMS received
SMS delivery status
Failed calls
Agent status updates
Call recordings ready
Webhook listeners allow your CRM to automatically:
Create new contact records
Append call logs
Trigger follow-up tasks
Alert teams in real time
Enrich customer profiles
This is the backbone of a real-time communication workflow.
C. WebSocket API (Live Call Controls)
Ideal for advanced applications like:
Live dashboards
Agent monitoring
Real-time call status
Interactive voice bots
This is particularly useful for call centers integrating Opentact with CRM-based agent UI.
3️⃣ Step-by-Step Guide: Integrating Opentact with Any CRM
Step 1: Generate Your API Keys
Inside your Opentact dashboard:
Navigate to Developer Settings
Create an API key with appropriate permissions
Secure the key using IP-level restrictions
This key enables your CRM or middleware to authenticate with the Opentact API.
Step 2: Map CRM Fields to Opentact Data
Determine what data should sync between systems:
Common mappings:
Caller ID → CRM Contact
Call recording URL → CRM Activity
SMS message body → Conversation thread
Call duration → Lead scoring
Call status → Task creation
Agent ID → Assigned owner
This ensures the CRM remains the single source of truth.
Step 3: Set Up Webhooks
Configure Webhooks for events such as:
call.incoming
call.completed
sms.received
sms.delivered
recording.ready
Your CRM (or middleware like Zapier, Make, n8n, or AWS Lambda) will receive real-time JSON payloads and update records instantly.
Step 4: Sync Call Logs & Recordings
Using Opentact’s analytics + media API, developers can:
Fetch call history
Pull recordings & transcripts
Store URLs or files inside CRM
Display them in customer timelines
This enables agents to see exactly what happened during past conversations.
Step 5: Integrate SMS Workflows
Opentact’s SMS APIs let you:
Send automated SMS from CRM workflows
Enable two-way messaging
Build marketing or transactional flows
Log SMS chats inside CRM timelines
This turns the CRM into a unified messaging hub.
Step 6: Enable Click-to-Call and WebRTC Dialing
Opentact supports browser-based calling (WebRTC), enabling developers to add:
A “Call” button inside CRM profiles
Embedded softphone widgets
Auto-dialing for sales teams
Preview dialing inside ticketing systems
Agents can call customers instantly without leaving the CRM.
Step 7: Add AI for Smart Automation
With Opentact’s ASR, TTS, and ChatGPT support, you can build intelligent workflows such as:
Automated call summaries
Sentiment analysis
AI-generated task notes
AI routing based on caller intent
Intelligent follow-up recommendations
This takes CRM automation to an entirely new level.
4️⃣ Integration Examples
For Salesforce
Log all calls in Activity History
Show SMS threads in Customer Profile
Trigger flows when an incoming call arrives
Use WebRTC dialer inside Salesforce UI
For HubSpot
Auto-create leads from missed calls
Add recordings to ticket conversations
Trigger sequences based on SMS replies
For Zoho CRM
Enable click-to-call
Populate communication fields automatically
Use bots to assign leads based on call type
For Custom CRMs
Opentact’s API-first architecture makes it ideal for custom SaaS apps or internal CRMs.
5️⃣ Security, Compliance & Data Protection
Opentact is built for industries that require strong security, including healthcare, finance, and enterprise SaaS.
You get:
TLS + SRTP encryption
HIPAA-compliant voice flows
FCC/10DLC compliance for SMS
Fraud-prevention tools
IP whitelisting & access controls
This ensures all CRM-synced communication data remains protected.
Conclusion: Build CRM Integrations That Scale With Your Business
With Opentact’s API-powered communication tools, developers can build CRM integrations that are:
Fast
Scalable
Secure
Real-time
Deeply automated
AI-enhanced
From logging calls to powering AI bots to enabling real-time dashboards, Opentact is the ideal backbone for modern CRM communication workflows.
The result? A fully connected customer ecosystem where communication and data work together — not separately.
š Start integrating Opentact with your CRM today and unlock next-level automation.
š Explore more at www.opentact.org