CRM Integrations
CRM in the platform — or any CRM you already run.
Use the included tenant-scoped CRM, connect the CRM your customer already uses, or use both. Thirdlane Connect supports caller lookup, screen pop, click-to-call, and call logging through configurable contact sources.
Built-in CRM
When CRM is enabled for a tenant, it provides contacts, accounts, leads, lists, custom fields, activities, tasks, imports, and contact timelines.
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.
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, and Activities. OpenAPI 3.1 specs and interactive documentation.
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
Use Salesforce as a configurable contact source for caller lookup and communications workflows in Thirdlane Connect.
HubSpot
Use HubSpot contact data in Thirdlane Connect when it is the customer’s existing system of record.
Zoho CRM
Look up Zoho contacts, leads, and accounts from the Thirdlane Connect contact-source integration.
Additional contact sources
Pipedrive, Google, Microsoft, and Dynamics 365 Sales are available as configurable contact sources.
Custom systems
Use Thirdlane interfaces to connect another CRM or an internal customer-data system.
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
Supported integrations can add call disposition, duration, and recording information to the matched record.
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 — use it for tenants without an existing CRM, or when the provider wants customer records and communications tools on one platform.
- Third-party contact source — use it when the customer already maintains contacts in Salesforce, HubSpot, Zoho, Pipedrive, Google, Microsoft, or Dynamics 365 Sales.
- Both at once — use the built-in CRM for operational records while a third-party CRM remains the source of truth for customer and revenue data.
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.