Overview
Unify can sync a call to your CRM after you log its outcome. The call sync rule controls whether the activity is written, and the Phone call mapping controls its fields. This keeps the call’s outcome and notes alongside the person’s CRM record.Configure call sync
Choose when calls sync
In your CRM integration settings, enable bidirectional syncs and open Sync rules.
Choose the behavior for When a call outcome is logged, then click Save.
What syncs
The available call values include the time, duration, direction, disposition, notes, and transcript text. Recordings and transcripts can also be attached when available and permitted by the CRM connection. Their availability depends on call recording settings and processing.
The associated person must exist in the CRM or the sync behavior must allow
Unify to create the related record. A logged outcome on an inbound call can also
trigger a sync.
Troubleshooting
Why is a call missing from my CRM?
Why is a call missing from my CRM?
Confirm that the outcome was logged, bidirectional syncs are enabled, and
the call sync rule allows writing. If the rule requires an existing person,
check that a matching contact or lead exists.Review the attempt in Sync log, including its connection and error.
Resolve missing authorization, permissions, or required field values, then
retry when the log offers that action.
Why is the call present without its recording or transcript?
Why is the call present without its recording or transcript?
Check that recording was enabled and that processing has completed in Unify.
Also review the CRM connection’s access to recordings and transcripts. In
HubSpot, missing optional app permissions can prevent those attachments
while the call activity itself still syncs.
Integration guides
Salesforce
Connect Salesforce and configure your syncs.
HubSpot
Connect HubSpot and configure your syncs.