Skip to main content

Integration Points

Uniconnect workflows are designed to integrate with multiple systems and services, allowing automation to span across CRM records, call handling platforms, email delivery, and external APIs. This section outlines the key integration points and how they enhance workflow capabilities.

CRM Integration​

Uniconnect integrates directly with CRM modules to automate record updates, assignments, tagging, and notifications.

Supported Modules​

  • Organizations: Create, update, assign, and tag organizations based on triggers.
  • Contacts: Auto-create contacts from calls, tag VIPs, and send re-engagement messages.
  • Leads: Assign leads, update statuses, and trigger follow-ups based on activity.
  • Opportunities: Manage deal stages, trigger approvals, and sync with sales pipelines.
  • Tickets: Automate ticket creation, escalation, resolution tracking, and follow-up workflows.
  • Any Custom Module: Automate any required customer scenarios using custom modules and fields

Example Use Case​

  • Trigger: New lead created via website form
  • Action: Assign to Inside Sales → Send welcome email → Tag source as “Web”

Call Management System Integration​

Uniconnect integrates with platforms like 3CX and other VoIP systems to automate workflows based on call events.

Supported Call Triggers​

  • Call Started / Ended
  • Disposition Submitted
  • Call Campaign Started

Example Use Case​

  • Trigger: Call ended
  • Condition: Lead exists in CRM
  • Action: Update last activity → Attach call notes → Send follow-up email

Benefits​

  • Real-time call data sync with CRM
  • Automated lead engagement based on call outcomes
  • Reduced manual logging for agents

User and Group Integration​

Uniconnect supports automation around user accounts and group management, enabling workflows that respond to organizational changes.

Example Use Case

  • Trigger: User added to “Sales Team” group
  • Action: Assign onboarding tasks → Send welcome email → Update CRM permissions

Benefits

  • Automates onboarding and offboarding processes
  • Ensures group membership changes trigger relevant workflows
  • Keeps user roles aligned with CRM and call system permissions

Email and Notification Templates​

Workflows can send emails and SMS using predefined templates stored in the system.

Supported Channels​

  • Email: Transactional, follow-up, survey, escalation alerts
  • SMS: Appointment reminders, alerts, birthday greetings

Template Features​

  • Dynamic fields (e.g., {{Contact.Name}}, {{Ticket.ID}})
  • Trigger-based delivery

Example Use Case​

  • Trigger: Ticket resolved
  • Condition: Resolution code = Hardware Issue
  • Action: Send warranty follow-up email using “Hardware Support” template

Best Practices for Integration​

  • Use templates for consistency: Centralize email/SMS templates to ensure brand alignment.
  • Test external syncs: Validate API responses and webhook payloads before activating workflows.
  • Monitor delivery logs: Use Workflow Monitoring to track email/SMS success and failures.
  • Secure credentials: Store API keys in encrypted vaults and rotate periodically.
  • Modularize integrations: Keep external syncs in separate workflows for easier debugging.

Key Takeaway​

Uniconnect’s integration points allow workflows to operate across CRM records, call systems, messaging platforms, and external APIs . By leveraging these connections, organizations can build powerful automations that reduce manual effort, improve responsiveness, and maintain data consistency across systems.

Last updated on