Custom CRM integration
Adapt CRM matching and record updates to an agreed workflow through a Powerfront-managed custom integration.
What it is
Powerfront can customise supported CRM operations for your website. A custom integration can change how INSIDE finds a customer, prepares a record or saves a conversation activity. The behaviour depends on the integration agreed for your website.
Who uses it and why
- Administrators define the business outcome, such as matching against a separate customer reference.
- Developers work with Powerfront to define the exchanged data, destination system and expected result.
Where to find it
There is no general client menu for configuring these custom integrations. Ask Powerfront to review or change the custom CRM behaviour for your website.
Operators encounter the result through the normal customer, lead, case or conversation actions.
How it works
INSIDE provides customisation points around supported CRM actions. Depending on the provider and action, custom behaviour can:
- Change customer search, matching or retrieved profile details.
- Prepare or replace a contact or case save operation.
- Process a successful local contact-field edit.
- Replace or suppress a Dynamics contact write or conversation activity export.
- Process lead capture or an incoming Dynamics workflow notification.
A custom integration can exchange data with another service, but the request, response and follow-up actions belong to that website's agreed implementation. A Dynamics workflow notification is passed to the website's custom processing; it does not by itself define which customer or conversation should change.
Configure it
Give Powerfront the action that should trigger the integration, the matching rules, fields to exchange and the expected result. Agree what should happen when no match is found, a duplicate exists, or the destination refuses an update.
For incoming Dynamics workflow notifications, ask Powerfront to supply and validate the connection details and expected data. Do not assume that a general-purpose webhook configuration screen is available.
Review the result through the affected CRM action. Where the customisation suppresses a normal write, agree how operators can recognise the resulting outcome.
Limits and good to know
- Available customisation points differ between providers and operations.
- A custom integration may replace the standard action entirely. A normal form submission therefore does not guarantee the standard CRM record was written.
- Automatic retries, duplicate prevention and failure notifications depend on the specific integration. Agree them as part of its behaviour.
- A successful incoming notification does not establish that all later CRM or INSIDE actions completed.
- Custom integration details are separate from form layout and ordinary provider connection settings.
Depends on and works with
View all connections as a list
This feature uses
- Customer contact detailsEnhances
Successful local contact-field edits can invoke custom CRM processing.
- Salesforce connection and operator setupEnhances
Salesforce matching, profile lookup and case operations can use custom behaviour.
- Salesforce leads and Zendesk contact creationEnhances
Lead capture can invoke website-specific custom processing.
- Dynamics 365 connection and customer recordsEnhances
Dynamics contact matching and writes can use custom behaviour.
- Dynamics 365 casesEnhances
Dynamics case operations provide custom integration points.
- Dynamics 365 conversation activitiesEnhances
A custom Dynamics integration can replace or suppress a conversation activity export.
- Zendesk tickets and contactsEnhances
Zendesk ticket creation and updates can use custom behaviour.
- Custom scripts managed by PowerfrontRequires
Custom CRM behaviour uses the website's managed custom-script capability.
Used by
- Address book and contact actionsEnhances
A custom CRM integration can replace the standard address-book search.
- Salesforce contactsEnhances
Custom CRM integration behaviour can replace standard lookup or editing.
- Salesforce cases and conversation linksEnhances
Custom integration behaviour can adapt case creation and updates.
- Dynamics 365 connection and customer recordsEnhances
A custom CRM integration can change Dynamics customer matching and contact updates.
- Dynamics 365 casesEnhances
A custom CRM integration can change Dynamics case creation and updates.
- Dynamics 365 conversation activitiesEnhances
A custom CRM integration can replace or suppress the Dynamics conversation activity export.
- Custom integrationsRelated
Custom CRM integration describes the supported customer-matching, save and export customisations.
FAQ and troubleshooting
Why does our CRM matching differ from the standard description?
Your website may have a custom integration. Ask Powerfront to confirm the matching rules configured for it.
Can an outside system receive every CRM change automatically?
This release provides specific customisation points. Ask Powerfront to confirm coverage for each required action; there is no general CRM subscription screen described here.
Why did a save produce no new CRM record?
A custom integration can replace or suppress the normal write. Give Powerfront the affected conversation, action and time so they can check the agreed behaviour.
Are failed exchanges retried automatically?
There is no single retry promise across custom integrations. Confirm the retry and duplicate-handling behaviour for your website with Powerfront.