How to Integrate Voice360 with Your CRM

Integration Options

Voice360 offers multiple ways to connect with your CRM and external systems:

Native Integrations - Direct OAuth connections with HubSpot and Salesforce
Custom Webhooks - Send real-time event data to any URL endpoint
AI Agent Integration - Let AI agents create leads and update CRM records during conversations
Zapier & Make - Use webhooks to trigger automations in Zapier or Make

Native Integrations (HubSpot & Salesforce)

Voice360 offers native integrations with HubSpot and Salesforce. These integrations use OAuth for secure authentication and provide deep connectivity with your CRM.

Setting Up HubSpot Integration

Navigate to Settings → Integrations in your Voice360 dashboard
Find HubSpot in the CRM section and click Connect
You'll be redirected to HubSpot to authorize the connection
Grant the requested permissions (contacts, deals, companies)
Once authorized, you'll be redirected back to Voice360

Setting Up Salesforce Integration

Navigate to Settings → Integrations in your Voice360 dashboard
Find Salesforce in the CRM section and click Connect
You'll be redirected to Salesforce to authorize the connection
Grant the requested permissions
Once authorized, configure your field mappings

AI Agent + CRM

Once connected, AI Agents can automatically create and update records in your CRM during voice or SMS conversations. Configure this in your AI Agent settings.

Custom Webhooks

Webhooks let you send real-time event data from Voice360 to any URL endpoint. This is perfect for integrating with custom systems, internal tools, or CRMs that don't have a native integration.

Available Webhook Events

Voice360 can send webhooks for the following events:

USER_DIAL - Triggered when a user initiates a call
USER_ANSWER - Triggered when a user answers an incoming call
USER_HANGUP - Triggered when a call ends
SMS_RECEIVED - Triggered when an SMS message is received
SMS_SENT - Triggered when an SMS message is sent
QUEUE_NO_ANSWER - Triggered when a queued call goes unanswered
CONTACT_CREATED - Triggered when a new contact is created
CONTACT_UPDATED - Triggered when a contact is updated

Creating a Webhook

Navigate to Settings → Webhooks in your Voice360 dashboard
Click Add Webhook
Fill in the webhook details:
- Name - A descriptive name (e.g., "CRM Call Logger")
- URL - Your endpoint URL (must be https://)
- HTTP Method - GET or POST
- Event Type - Select which event triggers this webhook
- Retries - Number of retry attempts (1-10) if the request fails
Click Save

Example: Creating Leads from Incoming Calls

To automatically create leads in your CRM when calls come in, set up a webhook for the USER_ANSWER event pointing to your CRM's API or a middleware service.

The webhook payload includes call details like:

{
  "event": "USER_ANSWER",
  "caller_number": "+15551234567",
  "called_number": "+15559876543",
  "timestamp": "2026-01-06T14:30:00Z",
  "call_id": "abc123",
  "account_id": "12345"
}

Webhook Security

Make sure your webhook endpoint validates incoming requests and uses HTTPS. Consider implementing signature verification if your receiving system supports it.

AI Agents & CRM Integration

Voice360's AI Agents can interact with your CRM during conversations. When connected to HubSpot or Salesforce, AI agents can:

Create new leads/contacts - Automatically create records based on conversation data
Update existing records - Add notes, update fields, or change deal stages
Look up information - Retrieve customer data to personalize conversations
Schedule follow-ups - Create tasks or calendar events in your CRM

How It Works

AI Agents use natural language to understand when CRM actions are needed. For example, if a caller provides their email address and asks about pricing, the AI can:

Create a new lead in your CRM with the caller's information
Tag the lead with relevant interests (e.g., "Pricing Inquiry")
Continue the conversation naturally

Configure CRM actions in your AI Agent's prompt and settings. The AI agent can handle both voice calls and SMS conversations.

AI Agent Flexibility

AI Agents are highly customizable through prompts. You can instruct the agent to collect specific information, qualify leads based on criteria, and take different actions depending on the conversation.

Using Webhooks with Zapier & Make

You can use Voice360 webhooks to trigger automations in Zapier or Make (formerly Integromat). This lets you connect to thousands of apps without writing code.

Setting Up with Zapier

In Zapier, create a new Zap and select "Webhooks by Zapier" as your trigger
Choose "Catch Hook" as the trigger event
Copy the webhook URL that Zapier provides
In Voice360, go to Settings → Webhooks and create a new webhook
Paste the Zapier webhook URL and select your desired event (e.g., USER_HANGUP)
Back in Zapier, test the trigger by making a call in Voice360
Add your action (e.g., create a HubSpot contact, send a Slack message)

Setting Up with Make

In Make, create a new scenario and add a "Webhooks" module
Select "Custom webhook" and create a new webhook
Copy the webhook URL that Make provides
In Voice360, go to Settings → Webhooks and create a new webhook
Paste the Make webhook URL and select your desired event
Back in Make, run the scenario once and trigger an event in Voice360 to define the data structure
Add your action modules to build your automation

Example Use Cases

Create a HubSpot contact when a call ends, then send a follow-up email
Add callers to a Google Sheet for reporting
Send a Slack notification when a high-priority call comes in
Create a Trello card for each missed call
Update a customer record in Airtable after an SMS conversation

Next Steps

Now that you understand your integration options:

Set up the Click2Dial Chrome extension to dial from your CRM
Configure your AI Agents to handle lead qualification automatically
Explore the Integrations page in your Voice360 dashboard for all available connections

Questions? Visit our Support Center or contact our team for help setting up your integrations.