When you make a call, send a text, or receive a fax, Call Connector will attempt to match the external phone number from the telephony event to a contact in your connected Customer Relationship Management (CRM) or Case Management System (CMS) app.
For most apps, this process is as simple as a direct phone number search. However, some apps, such as Clio Manage, require the use of Call Connector's unique Phone Number Harmonization feature. This feature automatically runs in the background with no configuration required, syncing your contact's phone numbers with Call Connector, enabling accurate and easy contact matching.
Phone Number Harmonization
When setting up Call Connector and connecting apps that require the use of this feature, you may encounter increased setup times as Call Connector performs this sync process for the first time.
Apps that use Phone Number Harmonization include:
- Clio Manage
- Clio Grow
- Hubspot
- Pipedrive
Call Connector may not be able to match your call, SMS, fax, or meeting if the phone number (or email address, for meeting events if you are using the Meeting Bot add-on) of the contact in your CRM or CMS is in an un-readable format. For example, if the phone number is invalid - such as, "437-555-1234567", or if there are words in the phone number field, such as "437-555-1234 (Jane's Number)". These phone numbers are not readable by Call Connector. If the contact does not have a phone number at all (or no email, in the case of meeting events), Call Connector will be unable to determine that this contact is associated with a particular telephony event.
If you have connected Clio Grow, note that contacts are not synced in real-time, as a limitation of the Clio Grow API. This means that the Clio Grow integration's contact matching capability is somewhat limited.