Connect

Allow CRM updates into Concierge

Allow supported CRM middleware to return a small, approved set of changes to records that are already linked to Concierge.

Inbound is advanced and off by default. Airtable does not support it. Enable it only after outbound CRM delivery and record linking are working correctly.

Before enabling inbound

  • The CRM Webhook connection is active and healthy.
  • Outbound tests created or found the correct CRM record.
  • Your middleware developer has the installation-specific inbound URL.
  • The developer can sign the exact request body and prevent duplicate delivery.

Choose only approved changes

  1. Open the CRM connection, then choose Inbound updates.
  2. Enter the exact CRM source object used by the middleware.
  3. Map each external field to contact name, contact email, contact phone, or inquiry priority.
  4. Do not map a field simply because it exists; map only values the CRM is allowed to control.

Choose the conflict policy

  • Keep Concierge: preserve the newer value already in Concierge.
  • Apply CRM: accept the valid mapped value from the CRM.
  • Ask for review: hold the conflict so a person can compare both values.

Enable and run a controlled test

  1. Save the inbound mapping and enable the policy.
  2. Give the displayed inbound URL to the middleware developer; do not edit the installation ID.
  3. Change one approved field on a test CRM record that is already linked.
  4. Confirm recent inbound evidence shows the event as applied or held for review.
  5. Confirm a repeated provider event does not apply twice.

Resolve review items

When the policy asks for review, compare the CRM and Concierge values, choose the correct source, and resolve the item. Sensitive values stay protected in operational evidence.

When inbound does not apply

  • Confirm the connection and inbound policy are both active.
  • Confirm the CRM record was previously linked through this same installation.
  • Confirm the external field name exactly matches the saved inbound mapping.
  • Ask the developer to check the signature timestamp, delivery ID, body digest, and event ID.
  • Review conflicts before sending the same business change again.