telecrm Integrations

If your team uses Knowlarity for cloud telephony, this integration connects it with telecrm — so all your calling runs right from your CRM, and every call flows back into it on its own.

Once it's set up, your agents can call leads directly from telecrm with no manual dialing, receive inbound IVR calls routed to the right person, and have every call — incoming, outgoing, or missed — logged straight onto the correct lead, along with its duration, outcome, agent details, and timestamps. You can even create new leads from unknown incoming callers, so no enquiry gets missed.

Let's dive in.

Steps to Integrate Knowlarity with telecrm

Section 1 — Get Your Knowlarity Credentials

1. Log in to your Knowlarity dashboard and navigate to API Settings. Copy two credentials: the API Key and the Authorization Key / Secret Key. ( NOT TO SPEAK - Visual cue of Configuration page)
2. Open the telecrm web app, go to the Integration page, search for Knowlarity, and click on the Activate Now option. You will enter the Configuration page and now enter the API Key and Authorization Key in their respective fields. Keep both credentials secure and do not share them publicly.

Section 2 — Select Your Plan Type

1. Select the plan type that matches your Knowlarity subscription. Choose Prepaid if your account runs on prepaid calling credits that are deducted per call, or Postpaid if you're on monthly or usage-based billing. Selecting the correct plan helps telecrm interpret routing behavior and handle billing-related telephony logic correctly. If you're unsure, check your Knowlarity billing dashboard or contact your Knowlarity account manager.

Section 3 — Map Agents and Assign DID Numbers

1. telecrm will now display your Knowlarity agents alongside your telecrm team members. Map each Knowlarity agent to the correct telecrm user, so calls are logged under the right team member with accurate reporting and attribution.
2. In order to add a new member, click on the Add option and then, for every mapped agent, select the Outgoing DID Number used for their outbound calls. This ensures the correct caller ID is shown and calls are routed properly when triggered from telecrm.
3. Also, select the Incoming DID Number on which they'll receive inbound IVR calls. If your plan supports only incoming calling and there's no separate outgoing DID, select the same incoming number in the outgoing DID field as well — otherwise the mapping may fail to save.
4. Before proceeding, make sure the same agents exist in both Knowlarity and telecrm, and verify their names, phone numbers, and DID assignments to avoid incorrect call attribution.

Section 4 — Enable Incoming Call Lead Creation

1. If you want telecrm to automatically create a new lead whenever an unknown number contacts your IVR, enable "Create Lead on Incoming Call" — so no inbound enquiry is missed. Skip this if you only want call logging against existing leads.

Section 5 — Copy the Webhook URL

1. telecrm will now generate a unique Webhook URL. Copy it carefully — Knowlarity uses this to push Call Data Records (CDR) and sync inbound, outbound, answered, and missed calls into telecrm automatically. This URL is unique to your workspace, so don't use it for any other integration, and don't close the page before copying it.
2. Share the copied Webhook URL with your Knowlarity Account Management team, and request that they configure the push webhook for after-call and call-hangup events — covering answered, missed, inbound, and outbound calls.

Section 6 — Activate and Verify

1. Once all steps are complete, your Knowlarity IVR integration is active.
2. To verify, make a test call using a mapped agent, then open telecrm and navigate to the lead timeline. Within a few seconds of the call ending, you should see the call logs, agent details, call duration, feedback, call recording, which can also be downloaded if needed, and timestamps synced automatically.

And that's all you need to know to integrate Knowlarity with telecrm.

Once everything's in place, your team has a complete calling setup running through telecrm — with every conversation tracked, logged, and ready whenever you need it.