Adding PhoneBurner to Your CRM Detailed Walkthrough

Summary:

In this video, Jeff Osness, Principal Evangelist at PhoneBurner, explains how to integrate PhoneBurner’s power dialer with an existing CRM. He highlights two primary integration methods: pre-built apps for popular CRMs like Zoho and Salesforce and the use of PhoneBurner’s open API for custom integrations.

Jeff walks through the API documentation, explaining key steps such as user authentication, sending contact data, and handling callbacks. He demonstrates how a CRM can integrate a “Begin Dial Session” button, send a payload to PhoneBurner, and receive real-time updates on call activity.

Key API features include:

• User Authentication: Requires a bearer token via OAuth 2.0 or a personal access token.
• Data Transfer: Sends user and call-specific information to PhoneBurner.
• Callbacks & Webhooks: CRM receives updates on call status, including "Call Begin," "Call Done," and "Contact Displayed."
• API Response: PhoneBurner returns a redirect URL to launch the dial session.

By leveraging this integration, organizations can maintain up-to-date CRM records while enabling agents to efficiently power through calls. The goal is to maximize productivity and live answer rates with the industry’s leading power dialer.

Tags:

CRM integration, power dialer, PhoneBurner API, call automation, sales productivity, lead management, webhook, API authentication, call tracking, Zoho, Salesforce

Transcript:

Hello there, this is Jeff Osness, the Principal Evangelist at PhoneBurner. One of the questions I get asked quite often is: "How can I add PhoneBurner to my CRM?" Many users already have a CRM and simply want to power dial through their contacts without having to import all of their data into PhoneBurner.

The answer to that question depends on the CRM you are using. If you are using a CRM purchased from a provider like Zoho—where you didn’t build the CRM, don’t own the code, and can’t make significant changes—then in some cases, we’ve already created an app that you can install. This allows your organization to launch a dial session directly from your CRM, enabling you to power through calls at a rate of 60 to 80 calls per hour. The goal is to help you and your team get more done in less time.

For CRMs like Salesforce, we have an app available. However, it is not feasible for PhoneBurner to build an integration for every CRM. There are two main reasons for this:

1. Not every CRM provides API access that allows us to add this kind of functionality as an external provider.
2. We simply do not have the resources to build an integration for every single CRM on the market.

To address this, PhoneBurner has created an open API that allows you to add a "Begin Dial Session" button to your CRM. Whether or not this is possible depends on a few factors:

• Do you own the CRM’s code, or can you work with your development team to update it?
• Does your CRM have the capability to allow such modifications?

If you can update your CRM’s code, I want to show you how simple it can be. Let’s jump over to the integration section in PhoneBurner and take a look at the API documentation.

Setting Up API Integration

1. Authenticate Each User

   • A power dialing session cannot proceed without being linked to a PhoneBurner account.
   • Our API requires a Bearer Token, which can be obtained through OAuth 2.0 or a Personal Access Token.
   • Users can generate a Personal Access Token in their PhoneBurner account and copy-paste it into your system.

2. Send Custom Data

   • You may want to send user-specific or call-specific information to PhoneBurner so that it can be returned to your system after each call.
   • For example, you might send over a user ID and a call list name like "Hot Prospects."

3. Select Contacts

   • Your CRM needs a mechanism for users to select contacts they want to dial.
   • This could be individual contact selection or selecting an entire page of contacts.

4. Launch the Dial Session

   • The "Begin Dial Session" button triggers the API, sending selected contact details to PhoneBurner.
   • The API responds with a redirect URL, which should take users directly into a dial session.

Callback Webhooks for Real-Time Updates

PhoneBurner provides three key webhooks to keep your CRM updated:

1. Call Done: Triggers when a call is completed and a disposition is selected. The call details and contact information are sent back to your CRM.
2. Contact Displayed: Notifies your CRM when a contact appears on the screen, allowing you to log or update records in real time.
3. Call Begin: Triggers when a call starts. This can happen multiple times for a single contact if they have multiple phone numbers.

Each webhook provides:

• Full contact details, including custom fields
• Call status, duration, and timestamps
• Call recordings (if enabled)
• User information (who made the call, who owns the contact)

Keeping Your CRM Updated

With this information, your CRM can:

• Log all call activities
• Update contact records with the latest call outcomes
• Store call recordings and notes for future reference

Final Thoughts

Integrating PhoneBurner into your CRM can be a seamless experience. With our open API, your team can leverage power dialing without migrating data or leaving your CRM environment. There’s no reason why your customers shouldn’t be benefiting from the industry’s #1 power dialer with the highest live answer rates.

Let’s unlock your team’s potential and integrate PhoneBurner directly into your CRM.

Thanks for watching, and happy dialing!