Capability · Systems & visibility
CRM integration
CRM integration keeps your CRM up to date with new enquiries and call outcomes, without manual updates from your team. Conversations with leads also start from what they've already told you.
At a glance
- What it does
- Records new leads and call outcomes in your CRM and uses lead details in conversations
- Channels
- Inbound and outbound calls, with additional channels available
- Integrations
- Your CRM, such as GoHighLevel
- What you can customise
- Which leads are included, which details are used and how outcomes are recorded
- What your team sees
- Updated contacts, pipeline stages, tags and notes in your CRM, plus tasks for your team
- Setup
- Done for you by our team, around how you manage leads
How it works
CRM integration is built around how your practice manages leads. Our team does the setup work: we agree with you what should be read from your CRM and written back after each conversation, and Intavia applies that to every conversation it handles.
- Plan: we agree with you which leads, pipelines and details matter, and how each outcome should appear in your CRM. Our team sets up the connection and the rules from that.
- Connect: your CRM is connected with the access agreed with you, such as contacts, pipelines and calendars, for the locations you choose.
- Read: when a lead is contacted, Intavia uses the details they already gave you, such as how they found you.
- Conversation: those details shape the conversation, so the lead confirms what they told you instead of repeating it. Details marked for your team only aren't read out.
- Write back: after the conversation, the contact is created or updated, and the outcome is recorded with a pipeline stage, tags and a note, as agreed with you.
- Next step: anything that needs a person becomes a task for your team, with the details already captured.
Options
These are the options we agree with you, not fixed settings. Each one can be shaped around how your practice works, and anything not listed here can be built into the plan.
| Option | What we agree with you |
|---|---|
| Lead sources | Which sources are included, such as website forms or adverts |
| Triggers | Which CRM events start contact, such as a new lead reaching a pipeline stage |
| Lead details | Which details are used to start the conversation, and which stay for your team only |
| Pipeline stages | Which stage each outcome moves a lead to |
| Tags and notes | The tags added and what each note records |
| New contacts | Whether new callers are added to your CRM as contacts or leads |
| Do-not-contact | How do-not-contact settings in your CRM are respected |
| Hand-over | The situations that become a task for your team |
What stays up to date
Which of these are kept up to date is agreed with you for your CRM.
- Contacts: new callers and leads are added, and existing contacts are matched and updated.
- Pipeline: each lead moves to the stage that matches the outcome of the conversation.
- Tags: outcome tags, such as booked or interested, make leads easy to filter.
- Notes: a short note records what was discussed and the next step.
- Appointments: where your CRM's calendar is used for bookings, appointments are booked, moved and cancelled in it directly.
Works together with
- Lead follow-up: New enquiries are contacted quickly and helped to book while they're still interested.
- PMS & booking system integration: Live information from your practice system and appointments handled directly in it.
- Outbound calling: The shared rules for every outbound call: who is contacted, when, and how often.
- Team hand-off, tasks & alerts: Clear tasks and alerts so your team knows exactly what to do next.
- Dashboard, recordings & analytics: Every call's summary and transcript, recordings where available, and analytics across calls and tasks.
- Appointment booking, changes & cancellations: Appointments booked, moved and cancelled during the call, directly in your system.
FAQs
Intavia works with GoHighLevel, Copilot CRM and Airtable, and can connect to other CRMs.
Only the access agreed for your integration, such as contacts, pipelines and calendars, for the locations you choose.
Only the details agreed for the conversation, as a starting point the lead can confirm or correct. Details marked for your team only stay out of the conversation.
Yes. Intavia can update your CRM and book in your practice system or calendar as part of the same conversation.
Connected plans (Essential, Growth, Scale and Enterprise). On Lite, lead details and CRM updates are captured as tasks for your team to complete.
Yes. Each outcome is recorded in your CRM, and the full summary, transcript and recording are in your Intavia dashboard.