Connect a CRM

Before you start

• You can manage integrations for the selected Concierge site.
• You know which CRM object or Airtable table should receive records.
• You know whether email, phone, or both identify an existing customer.
• You have a safe test contact that can be removed from the CRM later.

Choose the right connection

• Airtable: use a restricted Airtable token to connect one accessible base directly.
• CRM Webhook: use secure middleware when your CRM does not have a native Concierge connector.
• Routing custom app: use this for alerts only, not mapped CRM contact creation. See Handoffs.

Complete all five tabs

1. Connection: authorize Airtable or enter the CRM middleware endpoint and secrets.
2. Field mapping: discover the destination object and match Concierge fields to CRM fields.
3. Sync rules: select the visitor events, identity fields, and create-or-update behavior.
4. Inbound updates: enable only when the connector supports returning approved fields to Concierge.
5. Test & health: check access and send one isolated test record before activating live delivery.

Map fields deliberately

• Choose Discover objects, then select the CRM object or Airtable table.
• Map only fields your team will use. A smaller correct record is better than a crowded one.
• Use email or phone as an identity field only when it is reliable in your CRM.
• Activate the mapping after every required destination field has a valid source.

Choose when records move

1. Select the Concierge moments that should send data, such as a submitted lead, inquiry, ticket, or handoff request.
2. Choose what happens when the identity already exists: update it, create another record, or skip it.
3. Choose whether a missing record should be created or skipped.
4. Keep contact consent required unless your approved business process says otherwise.
5. Save and enable the rule.

Test, confirm, then activate

1. Open Test & health and run the health check.
2. Send a test with a recognizable email such as concierge-test+date@yourcompany.com.
3. Open the CRM and confirm the correct object, field values, and external link.
4. Correct any mapping or rule, then test again.
5. Activate live delivery only after the record is correct.

When a test fails

• Connection unhealthy: replace expired access or ask the middleware owner to check the endpoint.
• No object or fields: confirm the token can read the destination schema.
• Record not created: activate the mapping and verify the sync rule allows creation.
• Wrong record updated: review the selected identity fields.
• Wrong site data: pause immediately and confirm you configured the intended Concierge site.