Who has access to Insights?

• All users with Insights permission can view and edit the settings.

• Insights is an additional service that can be purchased.

Open Insights

1. Click the gear icon .

2. Select your organization .

3. Expand the Insights list.

Integrations via Insights

With Insights, you can connect integrations that provide more information on incoming calls.

• Prioritize multiple integrations with the drag-and-drop icon .

• With Conversation Intelligence , conversation summaries are automatically logged in your CRM.

Connect an integration

Custom webhook

• Used to perform number lookups against other systems or to manage call recordings externally.

  Contact us to add a custom webhook.

HubSpot

Once you've connected HubSpot, calls are automatically logged and you can:

• See information about the caller.

• Open and expand the person in HubSpot.

• Add note, task, meeting or call.

• Show activities directly in the app.

With Conversation Intelligence , conversation summaries can be automatically logged in HubSpot.

Here's how:

1. Click the plus sign .

2. Select HubSpot .

3. Name the integration → click Connect .

4. Log in to your browser and select account.

5. Click Connect .

6. Open the integration in the app → enable Automatically log calls .

7. If CI is used → also enable Sync CI Summary .

Requires App Marketplace permission or Super Admin permission in HubSpot. The email address in the app must match the HubSpot account.

Zoho

Once you connect to Zoho, you can:

• Log calls automatically.

• See information about the caller.

• Open the person in Zoho.

• Add notes, tasks, and appointments.

• See activities directly in the app.

With Conversation Intelligence , summaries can be logged in Zoho.

Here's how:

1. Click the plus sign .

2. Select Zoho .

3. Name the integration → click Connect .

4. Log in to the browser and accept data sharing.

5. Open the integration in the app → enable Automatically log calls .

6. If CI is used → also enable Sync CI Summary .

Lime CRM

Once you have connected Lime, calls are automatically logged and you can:

• See information about the caller.

• Open the person in Lime.

• Add deal, history or to-do.

• See activities in the app.

With Conversation Intelligence , summaries can be logged in Lime.

Here's how:

1. Click the plus sign .

2. Select Lime CRM .

3. Name the integration.

4. Enter your Client URL (found under Profile → API documentation ).

5. Generate and paste an API key from Lime.

6. Click Connect .

7. Open the integration → enable Log calls automatically (+ CI summary if available).

Requires administrator privileges in Lime.

Salesforce

Once you've connected Salesforce, calls are automatically logged and you can:

• See information about the caller.

• Open the person in Salesforce.

• Add notes, tasks, meetings, and calls.

• See activities in the app.

With Conversation Intelligence , summaries can be logged in Salesforce.

Here's how:

1. Click the plus sign .

2. Select Salesforce .

3. Name the integration.

4. Enter your My Domain name (from Company Settings → Company Information ).

5. Log in to the browser and click Connect .

6. Open the integration → enable Log calls automatically (+ CI summary if available).

7. Choose whether the default should be Lightning Experience or Classic .

Upsales

Integration with Upsales can be used in two ways:

1. CTI connection via Upsales E-phone (call directly from CRM).

2. App integration (view information, open contact, deals & activities in the app).

With Conversation Intelligence , summaries can be automatically logged as conversations or todos.

1. Connect Upsales via Insights (for CTI)

1. Click the plus sign .

2. Select Upsales .

3. Name the integration (e.g. “Upsales”).

4. Get an API key in Upsales.

5. Enter the key in the app.

6. Click Connect .

7. Open the integration → enable Log calls automatically (+ CI summary if available).

2. Connect Upsales CTI as admin

1. Under Insights , click Insights Keys .

2. Click Install app in Upsales .

3. Click Activate at the top right.

4. In the app → create an organization token .

5. Paste the token into Upsales → click Save .

3. Connect Upsales CTI as a user

If you have another CTI connection active, it must be disconnected first.

1. Click Personal settings .

2. Expand Integrations → Insights Keys .

3. Click Install app in Upsales .

4. Click Activate in Upsales.

5. Create a user token in the app and paste it into Upsales.

6. Copy your session key and paste it into Upsales.

7. Click Save .

If you log out of the app, the session key must be updated in Upsales.