Business Software Integrations
James Wilson
Business Solutions Manager
James specializes in helping businesses optimize their communication systems and integrate phone management with their existing software stack.
In this article
Introduction
PhoneShield's business integrations allow you to connect your AI-powered call management system with your existing business software. These integrations create a seamless flow of information between PhoneShield and your other tools, automating workflows and ensuring that important call data is available where you need it most.
Business Plan Feature
Most integrations are available on Business and Enterprise plans only. Some advanced integration capabilities may require an Enterprise subscription.
By integrating PhoneShield with your existing business systems, you can achieve several benefits:
Automate Workflows
Eliminate manual data entry and trigger automated actions based on call events.
360° Customer View
Maintain a complete record of all customer interactions across channels in a single platform.
Team Collaboration
Keep your entire team informed and aligned with real-time call notifications and shared data.
Supported Integrations
PhoneShield offers a wide range of pre-built integrations with popular business software:
CRM Systems
Connect customer interactions with your existing CRM:
Helpdesk Platforms
Automate ticket creation from calls:
Communication Platforms
Receive notifications and collaborate with your team:
Calendar Systems
Schedule meetings and manage availability:
Automation Platforms
Build custom workflows with no-code tools:
Advanced Options
For custom development and unique needs:
Integration Setup Overview
Most integrations follow a similar setup process:
- Connect accounts - Authorize PhoneShield to access your third-party service
- Configure data mapping - Define how information should flow between systems
- Set up automation rules - Establish when and how data should be shared
- Test the integration - Verify everything works as expected
- Monitor and refine - Adjust settings as needed based on real-world usage
Need Help?
Our integration specialists are available to assist Business and Enterprise customers with setting up complex integrations. Contact support to schedule an integration consultation.
CRM Integrations
Connecting PhoneShield with your Customer Relationship Management (CRM) system ensures that all call data becomes part of your customer records, providing valuable context for sales and support teams.
- Navigate to Integrations
Go to Dashboard {'>'} Integrations in your PhoneShield account.
- Select your CRM platform
Choose your CRM from the available options (Salesforce, HubSpot, etc.).
- Authorize the connection
Log in to your CRM account and grant PhoneShield the necessary permissions.
- Configure mapping settings
Match PhoneShield call data with your CRM fields.
- Contact matching: How to identify or create contacts
- Activity logging: What details to record for each call
- Lead creation: When to create new leads from calls
- Opportunity tracking: How to associate calls with opportunities
- Set up automation rules
Define when and how PhoneShield should update your CRM.
- Test the integration
Make a test call to verify that data appears correctly in your CRM.
CRM Integration Capabilities
What Gets Synced
- Call records - Date, time, duration, outcome
- Caller information - Phone number, name, company
- Conversation details - Transcripts, summaries, key topics
- AI insights - Detected sentiment, intent, action items
- Follow-up flags - Required actions and priority levels
Automation Options
- Contact creation - Create new contacts from first-time callers
- Lead qualification - Update lead status based on call content
- Opportunity tracking - Link calls to relevant opportunities
- Task creation - Generate follow-up tasks from call action items
- Activity logging - Record all calls as contact activities
Platform-Specific Notes
Salesforce
Our deepest CRM integration with bi-directional sync and custom object support.
Requires Salesforce Professional, Enterprise, or Unlimited edition. API access must be enabled.
HubSpot
Comprehensive integration with both Sales and Service Hub features.
Works with all paid HubSpot plans. Some features require Sales Professional or Enterprise.
Zoho CRM
Complete call tracking integration with Zoho's telephony framework.
Compatible with Professional, Enterprise, and Ultimate editions.
Helpdesk Integrations
Connecting PhoneShield to your helpdesk system automates support ticket creation and ensures that your support team has complete context for customer issues raised by phone.
Automatic Ticket Creation
Create support tickets directly from phone calls based on customizable rules and caller needs.
Context Transfer
Include call transcripts, summaries, and caller information in tickets for complete context.
Priority Assignment
Automatically assign priority levels to tickets based on call content and customer status.
Agent Assignment
Route tickets to specific agents or teams based on skills, availability, or caller history.
Example Workflow: Zendesk Integration
1. Call Received
A customer calls your PhoneShield number with a support issue.
2. AI Screening
Your AI assistant answers, identifies the caller, and determines they have a support question.
3. Ticket Creation
PhoneShield automatically creates a new Zendesk ticket with caller details and issue summary.
4. Call Handling
The AI collects relevant details about the issue and informs the caller a support agent will follow up.
5. Ticket Assignment
The ticket is automatically assigned to the appropriate support agent or queue based on topic and priority.
6. Resolution & Follow-up
Support agent resolves the issue and call details remain linked to the ticket for future reference.
Integration Setup Resources
For detailed setup guides for specific helpdesk platforms, please visit:
Communication Platforms
Integrating PhoneShield with team communication platforms like Slack or Microsoft Teams keeps your team informed and enables collaborative responses to incoming calls.
- Real-time Notifications
Receive instant alerts in your team channels when important calls come in.
- Collaborative Response
Allow your team to discuss and coordinate responses to customer inquiries.
- Call Transcripts & Summaries
Share call content directly in your communication platform for easy reference.
- Action Buttons
Take action on calls directly from Slack or Teams with interactive buttons.
- Channel Routing
Send different types of calls to specific channels based on department or priority.
Slack Integration
Call Notification Example
Incoming Call: Acme Corporation
Caller: John Smith (+1 555-123-4567)
Topic: Having trouble setting up their account
Sentiment: Concerned
Priority: Medium
Setting up the Slack integration:
- Go to Dashboard > Integrations > Communication > Slack
- Click "Connect with Slack" and authorize the PhoneShield app
- Select which channels should receive notifications
- Configure notification settings:
- Which call types trigger notifications
- What information is included in notifications
- Which action buttons to display
- Customize notification templates if needed
- Save your settings and test with a sample call
Microsoft Teams Integration
Microsoft Teams integration follows a similar setup process with additional support for Microsoft SSO, Teams Live Meeting creation, and Outlook calendar integration. See ourMicrosoft Teams integration guide for details.
Calendar & Scheduling
Calendar integrations allow PhoneShield to check your availability, schedule appointments from calls, and adjust call routing based on your calendar status.
Google Calendar Integration
Key Features:
- Schedule appointments from calls
- Check availability before offering meeting times
- Availability-based call routing
- Automatic calendar blocks during meetings
Microsoft Outlook Integration
Key Features:
- Enterprise-ready with Microsoft SSO
- Outlook meeting creation
- Teams meeting link generation
- Office 365 calendar status sync
Calendly Integration
Key Features:
- Send booking links via SMS after calls
- Specialized appointment types
- Round-robin team scheduling
- Confirmation and reminder workflows
Custom Scheduling Rules
Advanced Options:
- Buffer time configuration
- Meeting duration optimization
- Time zone intelligent scheduling
- Resource-based availability
AI-Enabled Scheduling
With calendar integrations enabled, your PhoneShield AI assistant can:
- Offer available time slots directly during calls based on your calendar
- Create meeting invites with all necessary details and send them to callers
- Reschedule appointments when callers need to change their meeting time
- Provide meeting reminders and handle pre-meeting confirmation calls
- Manage your availability by blocking off time when you're on calls
Scheduling Demo Script
To create specialized scheduling workflows for your AI assistant, visit theAI Profiles section in your dashboard and select a scheduling template from the script library.
Custom Integrations
For unique integration needs or connections with systems not covered by our pre-built integrations, PhoneShield offers several custom integration options:
Webhook Integration
Use webhooks to send real-time event notifications to any system that can receive HTTP requests. Learn more about webhook integration.
REST API Access
Access the PhoneShield API directly to build custom integrations with your internal systems or proprietary applications.
Zapier Integration
Connect PhoneShield with 5,000+ applications through Zapier's no-code automation platform.
Enterprise Solutions
Work with our integration specialists to develop custom solutions for complex enterprise requirements.
API Access
PhoneShield provides a comprehensive REST API that allows developers to:
- Retrieve call records, transcripts, and analytics
- Manage phone numbers and configuration settings
- Control AI profiles and screening rules
- Create and manage team members and permissions
- Build custom dashboards and reporting tools
Full API documentation is available in ourDeveloper Portal.
Need a Custom Integration?
Enterprise customers can request custom integration development:
- Contact your account manager to discuss your integration requirements
- Our solutions team will assess feasibility and develop an implementation plan
- We'll build and test a custom integration tailored to your specific needs
- Dedicated support for maintenance and future enhancements
Custom integration services are included in Enterprise plans or available as an add-on for Business plans.
Integration Best Practices
Follow these guidelines to ensure your PhoneShield integrations deliver maximum value:
- Start with a Clear Objective
Define exactly what you want to achieve with each integration before implementation.
- Map Data Fields Thoroughly
Take time to carefully map PhoneShield data fields to corresponding fields in your integrated systems.
- Implement Progressively
Start with one key integration, test thoroughly, then add additional integrations one by one.
- Create Clear Team Guidelines
Document how integrated systems should be used by your team to ensure consistency.
- Monitor and Refine
Regularly review your integration performance and refine settings as your needs evolve.
- Test All Scenarios
Test your integrations with various call types and scenarios to ensure robust functionality.
Data Flow Planning
Before implementing integrations, map out how data should flow between systems:
PhoneShield → CRM
Call records, customer info, transcripts, interaction history
CRM → PhoneShield
Customer details, account status, purchase history, support history
Bi-directional Sync
Contact updates, task completion status, appointment changes
Avoid Integration Overload
It's better to have a few well-configured integrations than many poorly implemented ones. Focus on the systems your team uses most frequently and ensure those integrations are robust before adding more connections.
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