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Your agent can write to your CRM from a call: create a contact, update an existing one, and log what was discussed. Connect the tool from the app store, add the action, and every qualified call lands where your team already works. The app store needs the Pro plan or above.

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Before you start

  • A CRM Brilo connects to. HubSpot connects from the app store. See Supported integrations.
  • The Pro plan or above for the app store.
  • An account in your CRM with permission to create and update records. Use a shared account rather than a personal one.
  • A decision about what you want written, because “everything” makes a CRM harder to use rather than easier.

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Steps

1

Connect your CRM

In the app store, choose your CRM and sign in to it. You are signing in to the tool, not handing Brilo a password.
2

Add the action to your agent

In your agent’s Actions tab, add the action for the thing you want to happen, for example creating a contact or logging a note.
3

Decide what goes in each field

Map what your agent collects to the fields in your CRM. A value can come from the conversation, or be a fixed value you set once, which is useful for things like the source of the lead.
4

Choose when it runs

Writing to a CRM is usually better after the call ends, so the caller never waits for it. Looking something up must happen during the call.
5

Tell your agent when to use it

In the Prompt tab, say when the action applies, for example after taking details from a new enquiry.
6

Make a test call and check the record

Call your agent as a new customer would, then look at what appeared in your CRM. Check the fields, not just that a record exists.

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You will know it worked when

  • A record appears in your CRM after a test call, with the fields you mapped.
  • Calling again as the same person updates that record rather than creating a second one.
  • The call record in Brilo shows the action ran.

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What is worth writing, and what is not

Write the things your team acts on: who called, what they wanted, what was agreed, and how to reach them. A call summary is usually the most useful single field, because it saves your team listening to the call. Do not write everything your agent heard. A CRM full of transcripts is a CRM nobody reads, and it makes finding the real detail harder.

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What else you can do here

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If it did not work

Nothing appeared in your CRM. Check whether the action ran at all on the call record. If it never ran, the cause is your instructions rather than the connection. A duplicate record was created. Your agent created a contact where it should have matched an existing one. Check what the action matches on, usually a phone number or an email address. The connection keeps needing reconnecting. Access has expired or been revoked, which happens when a password changes or somebody leaves. Reconnect, using a shared account. Anything else: An action did not run.

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FAQ

HubSpot connects from the app store, along with Jobber and Shopify for the jobs those tools do. Check the app store in your dashboard for the current list, since it changes more often than this page. Anything else needs a custom action.
It depends on what the action matches on, usually a phone number or email. Set that deliberately, because matching on nothing is what fills a CRM with duplicates.
Yes. Map each field to something from the conversation or to a fixed value you set once. Fixed values are useful for marking where the lead came from.
It can, and it is usually the most useful thing to write, because it saves your team listening to the call. Map the summary to a notes or activity field.
Not for anything in the app store: you sign in and choose what your agent may do. A CRM that is not there needs a custom action, which needs someone technical for about an hour. See Do I need a developer.
Reading back an existing record needs the action to run during the call, and for tools outside the app store that means a custom action. See Build a custom action.
Either the action never ran, which is an instructions problem, or it ran and was rejected, which is a connection or field mapping problem. The call record tells you which, and they have different fixes.