The Synchroteam integration automatically creates and updates your Synchroteam customer records whenever someone calls, fills out a form, or texts a tracked number, so you never have to enter that information by hand. Every new customer record is tagged with the marketing source that brought them in, and if you use Premium Conversation Intelligence, a summary of the call is also added to the record. During a live call, CallRail's Voice Assist can also look up the caller's existing Synchroteam customer record in real time, giving your AI agent helpful context right away.
Before You Begin
Before you connect Synchroteam, make sure you have the following:
- Call Tracking set up and active. The integration only runs when a call, form, or text comes in through a tracked number.
- Call Recording and Premium Conversation Intelligence enabled if you want call summaries added to your Synchroteam customer records. Without these, customer records are still created and updated, just without the call summary.
- An active Synchroteam account with API access enabled.
- A Synchroteam Domain Name and API Key. You will generate these directly in your Synchroteam account.
Connect Synchroteam
Step 1: Get Your Synchroteam Credentials
- Log in to your Synchroteam account.
- Go to Settings, then API.
- Generate an API key and note it down along with your Synchroteam account domain name. You will need both in the next step.
Step 2: Create Custom Fields in Synchroteam
CallRail uses custom fields in Synchroteam to store marketing attribution and call summary information on each customer record. Create the following five custom fields before connecting the integration:
- In Synchroteam, go to Settings, then Custom Fields.
- Create five new customer-type, text custom fields using these exact labels:
- CallRail - Lead Source
- CallRail - Lead Medium
- CallRail - Lead Campaign
- CallRail - Lead Landing Page
- CallRail - Call Summary (set this field to support long text, about 1,000 words)
The labels must match exactly. If a field is missing or labeled differently, CallRail will still create or update the customer record, but that particular piece of attribution or summary information will be left blank.
Step 3: Connect the Integration in CallRail
- In CallRail, go to the Synchroteam integration.
- Enter your Domain Name and API Key from Step 1.
- Click Enable. CallRail checks your credentials immediately, so if you see a connection error, double-check that both values were entered correctly.
Data
Once connected, CallRail sends the following information to Synchroteam. The integration works in one direction only: CallRail sends data to Synchroteam, and nothing in Synchroteam writes back to CallRail, aside from the live lookup Voice Assist performs during a call.
| What Happens | What's Sent | Notes |
|---|---|---|
| New customer created | Name, phone, email, and address (address is included for calls only) | Created when no matching customer is found in Synchroteam |
| Existing customer updated | Name, phone, email, and address | Only fills in fields that are currently blank. CallRail never overwrites a name, email, phone, or address you've already entered in Synchroteam. |
| Marketing attribution (always sent) | Lead source, lead medium, lead campaign, and lead landing page | Written to the custom fields you created in Step 2 |
| Call summary (when available) | AI-generated summary of the call | Requires Call Recording and Premium Conversation Intelligence. Only the text summary is sent, not the recording itself or a full transcript. |
| Voice Assist lookup (live calls only) | Name, email, phone, and address returned to the AI agent | Used only during the call for context; not stored anywhere in CallRail |
To find a matching customer, CallRail checks Synchroteam first by phone number, then by an exact email match. If no match is found, a new customer record is created.
Troubleshooting
| Issue | Likely Cause | What to Do |
|---|---|---|
| No customer appears in Synchroteam after a call, form, or text | The integration isn't enabled, or the Domain Name or API Key is incorrect | Confirm the integration is turned on, then re-enter your Domain Name and API Key |
| A customer is created, but the CallRail attribution fields are empty | The five required custom fields don't exist in Synchroteam, or a label doesn't match exactly | In Synchroteam, create the five custom fields listed in Step 2 using the exact labels shown |
| A duplicate customer was created for someone already in Synchroteam | The existing customer record was created directly in Synchroteam and doesn't have a matching or the same email on file | This is expected for records not originally created by CallRail. Customers that CallRail creates going forward will be matched reliably. |
| An existing customer's name, email, or phone didn't update | This is expected behavior: updates only fill in fields that are blank | No action needed. This protects information you've already entered from being overwritten. Attribution fields are always updated. |
| Connection fails when enabling the integration | Incorrect Domain Name or API Key | Double-check both values in Synchroteam, then re-enter them in CallRail |
Frequently Asked Questions
Does this integration sync information from Synchroteam back into CallRail?
No. The integration works in one direction: CallRail sends customer and attribution data to Synchroteam. The only exception is Voice Assist, which can look up a caller's Synchroteam record in real time during a live call, but that information isn't saved back into CallRail.
Can Voice Assist schedule jobs or appointments in Synchroteam?
No. Voice Assist can look up a caller's existing customer information in Synchroteam, but it can't create, view, or manage jobs or appointments.
Will this integration overwrite customer information I've already entered in Synchroteam?
No. When CallRail finds a matching customer, it only fills in fields that are currently blank. Any name, email, phone number, or address you've already entered stays as is. Marketing attribution fields are the only exception; those are always kept up to date.
Why was a duplicate customer created instead of updating the existing one?
This can happen if a customer record was created directly in Synchroteam rather than by CallRail, and it doesn't have a matching phone number on file or has a different email address. CallRail matches customers first by phone, then by an exact email match.