Jetpack CRM Integration

Introduction

3CX provides integration with Jetpack via the 3CX API for CRM with the following features:

Caller ID to Contact Name – inbound calls trigger a Jetpack contact lookup.
Contact Lookup in Jetpack based on Name, Number or Email if you search for a name in the 3CX Webclient
Call & Chat Journalling – calls and chats are logged in the Jetpack Contact Card as activities.
Create a new Jetpack contact from the 3CX client for calls from new numbers.
Click to Call – launch calls straight from Jetpack via 3CX, using the 3CX Click2Call Browser extensions for Google Chrome and Microsoft Edge.

Log in to your WordPress admin panel, navigate to ‘Plugins’ and click “Add new”.
Search for ‘Jetpack CRM’, click “Install” and then activate the plugin.
Once activated, navigate to “Core Modules > API” and click “Activate”.
Now navigate to “CRM Settings” and click to expand the API section.
Click to generate the API credentials and copy the API ‘Key’ and ‘Secret’.
Finally, navigate to “Settings > Permalinks”, select ‘Day and name’ and then click “Save Change

Log in to the 3CX Management Console, and navigate to “Settings > Integrations > CRM”.
Under the “Server Side” tab, use the drop-down selection to choose “Jetpack CRM” from the list.
Under “General Configuration” enter your domain which is your website URL, without the https protocol, for example “jetpack.example.com”.
Next paste your API ‘Key’ and ‘Secret’ previously obtained.
Proceed to configure “Call Journaling”, “Chat Journaling”, and/or “Contact Creation” as below, or click on “OK” to apply the configuration.

Check the “Enable Call Journaling” option to report external calls to the CRM, and configure these “Call Journaling” parameters:

Please note that you can use variables in the “Call Journaling” parameters, denoted as
[variable_name]
, e.g. the external number is specified as
[Number]
. The available variables to use are listed here.

If you want to report chats to the CRM, check the Enable Chat Journaling checkbox and configure the parameters below:

Please note that you can use variables in the “Chat Journaling” parameters, denoted as
[variable_name]
, e.g. the external number is specified as
[Number]
. The available variables to use are listed here.

To create new contacts in the CRM when a call is received from an unknown number, i.e. not found in either 3CX or CRM, check the “Allow contact creation directly to your CRM using 3CX Web Client” checkbox and configure the available parameters:

“Create Customer or Lead” - Choose your desired option for the contact to be created as a customer or a lead.

When the caller’s number can’t be matched to a contact, the 3CX client will let the user create the contact by filling the details in a dialog.