CRM Integrations
CRM in the platform — or any CRM you already run.
Thirdlane ships with a built-in CRM module — contacts, accounts, leads, deals, campaigns, tasks, and lists — provisioned automatically for every tenant. For customers already on Salesforce, Zoho, Zendesk, or HubSpot, contact-source plugins handle click-to-call, screen pop, and call logging without dragging your team into another database.
Built-in CRM
Every tenant gets a full-featured CRM out of the box. Tenant-scoped, fully API-driven, and wired into the contact center and AI features that already live on the platform.
Contacts, accounts, leads
Tenant-scoped, with full grid, form, filter, and CRUD. Custom fields with dynamic form injection so tenants can model their own data.
Lists & segmentation
Static lists with manual selection or dynamic lists with live-query criteria — by status, source, tag, account, opt-in flags, or date ranges.
Activities & tasks
Activities log every contact interaction. Tasks carry priorities, due dates, assignees, status workflow, and overdue detection.
Deals & pipeline
Track sales opportunities through Prospecting → Qualification → Proposal → Negotiation → Closed Won/Lost, with amounts, probability, and weighted values.
Campaigns
Bulk outbound messaging to lists via WhatsApp and SMS. Scheduled delivery, timezone-aware time picker, send-time windows, per-contact delivery tracking.
Contact Timeline
A single chronological view per contact — activities and contact-center interactions interleaved, accessible from the contacts grid badge.
CSV import wizard
Three-step import (Upload → Map fields → Review). Delimiter auto-detect, header alias mapping, dry-run preview, and reusable import templates.
CRM REST APIs
Full CRUD for Contacts, Accounts, Leads, Lists, Custom Fields, Activities, Tasks, Campaigns, and Deals. OpenAPI 3.1 specs and interactive Scalar docs.
Third-party CRMs
For tenants that already operate a CRM, Thirdlane Connect plugs in as a contact source. Click-to-call, screen pop, and call logging — without forcing reps off the system they already use.
Salesforce
Click-to-call from Salesforce records. Inbound screen pop with caller match. Activity logging back to leads, contacts, and accounts. Available via the Thirdlane Connect contact source plugin.
Zoho CRM
Native contact-source integration. Click-to-call, screen pop on inbound, lookup against Zoho leads/contacts/accounts.
Zendesk
Click-to-call and inbound match against Zendesk users. Useful when the contact source is your support stack rather than a sales CRM.
HubSpot
Contact lookup, click-to-call, and screen pop pattern via the same contact-source plugin model used for Salesforce and Zoho.
Generic / custom
The contact-source plugin supports custom CRMs and homegrown systems via configurable lookup endpoints — same screen-pop, click-to-call, and logging surface.
For the historical setup walkthrough, see Salesforce and other CRM integrations.
What agents and supervisors actually get
Click-to-call from the browser
Initiate calls from a CRM record with one click. Outbound CLI is set per tenant — Connect places the call, your CRM shows it as outgoing activity.
Screen pop on inbound
Match the inbound caller against your CRM and present the relevant record automatically — to the assigned agent or whoever picks up the queue.
Call logging
Disposition, duration, recording link, and AI-generated summary land back on the CRM record without manual entry.
Configurable lookup
Per-tenant lookup rules with multiple contact sources, fallback order, and minimum digits to trigger a CRM lookup.
When to pick which
- Built-in CRM — best for tenants without an existing CRM, or service providers who want to bundle CRM into their UCaaS offering. One platform, one upgrade path, one bill.
- Third-party CRM integration — best when the customer already has Salesforce / Zoho / Zendesk / HubSpot adoption. Thirdlane stays in its lane and feeds the existing system.
- Both at once — supported. The built-in CRM can hold operational data (call dispositions, agent notes, AI summaries) while a third-party CRM remains the source of truth for accounts and revenue.
See it on a tenant.
Walk through the built-in CRM, the third-party plugins, and how click-to-call and screen pop look in real day-to-day use.