CRM sync

CRM sync keeps your CRM up to date with the people who call your agents. After each analysed phone call, Tried creates or updates the caller's contact in every connected CRM and attaches a note with the call summary. Sync jobs push all contacts at once.

Supported CRMs: HubSpot, Salesforce, Dynamics 365, GoHighLevel and Zoho CRM.

Sync is push only. Changes made in the CRM are not pulled back into Tried contacts.

How it works#

1. A phone call ends and post-call analysis is stored.
2. Contact field mappings write values from the call onto the Tried contact.
3. Contact memory is updated.
4. For every enabled CRM connection with Sync after calls on, Tried upserts the contact and logs a call note.

Steps 2 to 4 run after the call_analyzed trigger and do not wait for your webhook. They do not run for silent analysis backfills. A failure in one CRM does not stop the others.

What is sent#

The contact:

The note:

Tried call call_3ffd3f3831b0d4e1a2c96f07

Mia Chen called to book a check-up and clean. The agent offered Tuesday 9am or Wednesday 2pm and booked Tuesday at 9am.
Duration: 94 s
Ended: user_hangup

The title is Tried call <call_id>. The body is the call summary, the duration in seconds and the disconnection reason, each on its own line when present.

Only calls with a contact are synced. Phone calls get a contact automatically from the caller's number. Web calls have no contact.

Connect a CRM#

On Settings, Integrations, CRM sync, each CRM has a card with a badge: Not connected, Mock or Connected.

• Connect (or Reconnect) starts OAuth. Needs keys
• Use API token (or Configure once connected) opens a dialog with the credential fields and Field mapping (JSON). Leave the credentials empty to keep mock mode.

Once connected, the card shows the last sync time and:

• Run full sync: start a sync job for every contact.
• Sync after calls: the switch for the after-call push (sync_calls).
• Disconnect: delete the connection and its credentials.

The Sync jobs table below the cards lists recent jobs with Status, Contacts, Notes and Failed counts, refreshing every few seconds.

Field mapping#

field_mapping maps a CRM field name to a Tried contact field:

{
  "lifecyclestage": "stage",
  "hs_lead_status": "lead_status",
  "description": "memory"
}

• Keys are CRM field API names (lifecyclestage, Description, telephone1).
• Values are first_name, last_name, email, phone_number, memory (the contact's memory text) or any custom contact field.
• Empty values are not sent.

GET /get-crm-schema/:provider lists the CRM's contact fields and your contact fields so you can build the mapping:

{
  "provider": "hubspot",
  "object": "contact",
  "mock": false,
  "fields": [
    { "name": "firstname", "label": "First name", "type": "string" },
    { "name": "lifecyclestage", "label": "Lifecycle stage", "type": "enumeration" }
  ],
  "contact_fields": ["first_name", "last_name", "email", "phone_number", "memory", "stage", "lead_status"]
}

In mock mode fields is a built-in default list for the CRM. With credentials it is read live from the CRM.

To fill custom contact fields from calls, set up contact field mappings first, then map those contact fields to CRM fields here.

Sync jobs#

A sync job pushes many contacts at once. Each contact is upserted, and when sync_calls is on, a note for that contact's latest ended call is logged too. Each run logs the note again, so running full sync repeatedly adds repeat notes in CRMs that do not de-duplicate them.

curl -X POST https://api.tried.com.au/run-crm-sync-job \
  -H "Authorization: Bearer $TRIED_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{"provider": "hubspot", "kind": "full"}'

{
  "job_id": "crm_sync_4f8b2e6a0c3d7f1b5e9a2c84",
  "provider": "hubspot",
  "kind": "full",
  "status": "pending",
  "stats": { "contact_ids": null },
  "error": null,
  "mock": false,
  "created_timestamp": 1760691000000,
  "completed_timestamp": null
}

The job runs in the background, up to 10,000 contacts, oldest first. Poll GET /get-crm-sync-job/:id:

{
  "job_id": "crm_sync_4f8b2e6a0c3d7f1b5e9a2c84",
  "provider": "hubspot",
  "kind": "full",
  "status": "complete",
  "stats": { "contacts": 412, "notes": 388, "failed": 2, "errors": ["+61400000000: POST /crm/v3/objects/contacts returned 400: {...}"] },
  "error": null,
  "mock": false,
  "created_timestamp": 1760691000000,
  "completed_timestamp": 1760691094000
}

A disabled connection returns 400 when you start a job.

CRM sync API#

update-crm-config and delete-crm-config need the admin or developer role.

curl -X PUT https://api.tried.com.au/update-crm-config/hubspot \
  -H "Authorization: Bearer $TRIED_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "credentials": { "access_token": "pat-ap1-..." },
    "enabled": true,
    "config": { "field_mapping": { "lifecyclestage": "stage" }, "sync_calls": true, "sync_contacts": true }
  }'

config is merged with the stored config, so you can send one key.

{
  "provider": "hubspot",
  "enabled": true,
  "mock": false,
  "credentials": { "access_token": "******3c1e" },
  "required_credentials": ["access_token"],
  "config": { "field_mapping": { "lifecyclestage": "stage" }, "sync_calls": true, "sync_contacts": true },
  "last_sync_timestamp": null,
  "last_modification_timestamp": 1760690800000
}

{ "ok": true, "mock": false, "message": "Authenticated." }

In mock mode the test returns {"ok": true, "mock": true, "message": "Mock mode: no credentials are set, operations are recorded instead of sent."}.

CRM actions during calls#

CRM sync runs after the call. To create a contact while the caller is still on the line, give the agent a <crm>.create_contact integration app tool.