If you make many phone calls and also use a customer relationship management (CRM) system, this web URL launch feature helps you work more efficiently. Instead of manually navigating CRM every time you have a call, the Cymbus app can open the page you want in your default browser, such as adding a new contact, or searching for a contact in your CRM.
When the app places or receives a call from a phone number with 7 digits or longer, the app opens the pre-configured URL of your choice in your default browser. For incoming calls, the URL opens when the call is established. For outgoing calls, the URL opens when a number is dialed (before the call is answered).
This feature is available only on the desktop apps, and works with the CRMs that support URL-based commands, such as HubSpot and Zendesk. It requires you to log into your CRM in your default browser before a call occurs. Otherwise, you will see the CRM login screen instead of the URL you configured.
Step 1: Configure a URL to Launch
The first step is to decide on what to launch. Log into your CRM and open the exact page you want when a call occurs with Cymbus. It could be searching your contact list, or it could be creating a new contact in your CRM. Copy the URL to a text editor. This URL typically includes a question mark (?) as well as some parameters. Use this URL as your base, and optionally add some variables for a tighter integration.
Variables are special placeholders that can be used in the launch URL. The Cymbus app replaces variables with real information when launching the URL. Supported variables are:
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{phoneNumber} — the phone number of the outgoing/incoming call.
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{firstName} — The first name of your Cymbus contacts. If the phone number is not in your Cymbus contacts, this variable will be replaced with an empty string.
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{lastName} — The last name of your Cymbus contacts. If the phone number is not in your Cymbus contacts, this variable will be replaced with an empty string.
Want to know more about variables? Click here to see an example.
Let's say you want to look up a phone number of an incoming call. Set this URL in your Cymbus Desktop app under the Inbound calls section. Note this URL has three variables.
https://www.google.com/search?q={phoneNumber}+{firstName}+{lastName}
When you receive a call, variables are replaced with the call information, and a Google page opens with search results for the incoming phone number. Contact names will be appended if the phone number is already saved in your Cymbus contacts. With this example, when you receive a call from Clara, the app opens the following URL in the browser.
https://www.google.com/search?q=7785553580+Clara+Oswald
The URL and parameters vary depending on your CRM platform, so talk with the CRM admin in your organization or your CRM provider if you need any assistance. The URL must be maximum 300 characters. Here are some examples to get started.
HubSpot
An example of searching a phone number in HubSpot contacts.
https://app.hubspot.com/contacts/<your-org-ID>/objects/0-1/views/all/list?query={phoneNumber}
Replace <your-org-ID> with the ID of your organization. Log into your HubSpot, and check the URL in browser to find out yours.
Zendesk
An example of searching Zendesk tickets with the customer name. This example assumes the customer is saved in Cymbus as well as Zendesk using the same first and last name.
https://<your-subdomain>.zendesk.com/agent/search/1?q={firstName}%20{lastName}
Replace <your-subdomain> with the subdomain of your organization.
Step 2: Enter the URL to the Cymbus App
Now you have the URLs to launch, perform the following steps to enter the URLs in the app. Note the integration settings will not be synced to other Cymbus devices. For example, if you use both Windows and Mac computers, you need to configure the URLs on both computers.
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Open the Cymbus desktop app, and click Cymbus > Settings > Integrations.
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Enable an event to launch a URL, and enter a URL in the field. You can enable only one event or both.
To stop launching a URL, disable the event by clicking the toggle. The URL will remain saved in the app so it is easier to enable again in the future.
Step 3: Log into your CRM in Browser
Make sure you are logged into your CRM in your default browser. Next time you receive or place a call in Cymbus, the URL you configured opens in the browser.