Enhance business communication with KrispCall and CRM integration

Take your business communication and sales pipeline to the next level with the powerful integration of KrispCall and Pepper Cloud CRM. This seamless collaboration combines KrispCall’s cutting-edge cloud telephony with Pepper Cloud’s AI-driven sales CRM, ensuring a more efficient and streamlined workflow.

With this integration, you can make and receive calls directly from Pepper Cloud CRM without switching between multiple applications. Effortlessly access your contacts, log call details automatically, and keep track of interactions—all from a single interface. This guide offers an overview of the KrispCall and Pepper Cloud integration, along with a detailed step-by-step setup process.

What is KrispCall?

KrispCall is a cloud-based telephony platform that streamlines business communication by integrating voice calls, SMS, and AI-driven transcription into a single system. It offers virtual phone numbers, including toll-free, local, and vanity options, helping businesses establish a strong presence. Designed for various industries like e-commerce, healthcare, and BPOs, KrispCall provides scalable, user-friendly solutions to enhance productivity and customer interactions.

Integration of KrispCall and Pepper Cloud CRM

The integration of KrispCall with Pepper Cloud CRM is built to boost efficiency and streamline sales operations. By automating call data entry, this integration eliminates the hassle of manual logging after every call. Call notes, tags, and recordings are automatically synced, providing valuable insights for sales training, performance analysis, and customer issue resolution.

Additionally, KrispCall’s click-to-dial feature enhances outbound calling efficiency, allowing sales teams to connect with leads faster. In the next section, we will walk you through the steps to integrate KrispCall with Pepper Cloud CRM.

How to integrate KrispCall with Pepper Cloud CRM?

Before diving into the integration process, it's important to first review the necessary prerequisites for connecting KrispCall.

Prerequisites

1. A KrispCall account
2. A Pepper Cloud CRM admin account

Steps to integrate KrispCall with Pepper Cloud CRM

1. Log in to Pepper Cloud CRM and go to the "Settings" section.
2. Click on the “Integration” tab.
3. From the Integration menu, choose the  “Voice calls” option.

4. Click on the “Integrate” button next to KrispCall. 
5. Sign in to your KrispCall account by adding your credentials and complete the authentication process by entering the received OTP.
6. Enter one or multiple phone numbers and select the “Add Numbers” button to proceed.

Once your KrispCall account is integrated with Pepper Cloud CRM, you can make and receive calls directly from within the CRM platform.

Note: Pepper Cloud CRM also allows you to disconnect the KrispCall integration. 

How to use KrispCall features in Pepper Cloud CRM?

Dialing numbers within your CRM

1. To use KrispCall, click on the “Call” button in the top right corner of the CRM screen, then choose “KrispCall” from the dropdown menu.

2. Sign in to your KrispCall account using your credentials. Once signed in, dial in the number you would like to call. 

Dialing to records

1. Click on the blue phone icon under the Mobile field in CRM records. Select KrispCall from the dropdown menu. The phone number will be automatically fetched into KrispCall dialer and you can call with a click of a button.

2. Alternatively, open the record details page. Click the blue phone icon on the left side of the screen. From there, select KrispCall.

3. Click the call button to initiate the call using KrispCall.

Other functionalities of KrispCall and Pepper Cloud integration

Once the call is answered, relevant information about the call is automatically recorded in the CRM. These details include:

• Log: The call log is automatically fetched by the CRM within seconds after the call ends.
• Subject: The subject is automatically populated based on whether the call is inbound or outbound.
• Answered by: The name of the agent who answered the call is displayed.
• Assigned to: This information is pulled from the KrispCall account and indicates the person assigned during the call.
• Call recording: A link to the full call recording is provided for future reference, allowing the team to review it later.
• Duration: The duration of the call is visible.
• Outcome: The CRM shows whether the call was inbound, outbound, or missed, as well as the call's status.
• Provider: The service provider for the call is displayed.
• Tag: Any tags added during the call are automatically fetched from the KrispCall account.

You can effortlessly view all call-related details, along with additional information, in the log tab of the record detail page, ensuring quick and easy access whenever required.

Receiving calls from unfamiliar numbers

You can also access the call history in the “Activity Stream” and track the unknown numbers.

Frequently asked questions: KrispCall+CRM

1. What are the requirements for integrating KrispCall with Pepper Cloud CRM?

You will need your KrispCall account credentials along with the Pepper Cloud CRM (Admin) credentials to integrate.

2. Can a user integrate KrispCall with Pepper Cloud CRM?

Only an admin can set up the integration, and users need to be logged into their KrispCall accounts to initiate calls.

3. If I have only viewing privileges, can I still initiate a phone call?

No, view access doesn’t grant permission to make phone calls to any leads or contacts.

4. I can view the actions performed on the records, but I am unable to click on a calling icon. What is the reason?

You might not have access to create activities in the module. Please request the admin to grant you the necessary access.

5. We are using two numbers for our reps to call customers. Can we use both numbers with CRM integration?

Yes, while integrating , you can select and add multiple numbers for use.

6. I have two different email IDs for the CRM and KrispCall, can I still integrate KrispCall with the CRM?

Yes, you can integrate KrispCall with the CRM even if the email IDs are different.

7. Despite having all the necessary permissions in the CRM, why is one of my reps unable to view the KrispCall dialer and initiate a call?

The rep must have an active KrispCall account and should be logged in to make calls from the CRM.

8. One of the numbers is added twice in leads; if I am calling from one of them, where will the call logs get pasted?

The call logs will automatically be added to the most recent lead created with the number.

9. If a lead calls back, will all the members receive a call on their respective systems?

No, the call distribution logic will route the incoming call according to the flow set up in your KrispCall account.

10. How can I remove the integration?

You can disconnect the integration from Pepper Cloud, or permanently delete it.