> ## Documentation Index
> Fetch the complete documentation index at: https://docs.brilo.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Update your CRM

> Have your Brilo agent create and update records in your CRM from what happened on a call, so leads reach your team automatically.

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.

## Before you start

* A CRM Brilo connects to. HubSpot connects from the app store. See
  [Supported integrations](/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.

## Steps

<Steps>
  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>
</Steps>

## 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.

## 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.

## What else you can do here

* [Look something up in your own system mid call](/actions/build-a-custom-action) if your CRM is not in the
  app store.
* [Send call details to your systems after every call](/actions/send-data-to-your-systems) with a webhook.
* [Qualify leads before writing them to the CRM](/recipes/lead-qualification).
* [Add your own contact fields in Brilo](/contacts/add-your-own-contact-fields).

## 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](/actions/an-action-didnt-run).

## FAQ

<AccordionGroup>
  <Accordion title="Which CRMs does Brilo work with?">
    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.
  </Accordion>

  <Accordion title="Does Brilo create a new contact or update an existing one?">
    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.
  </Accordion>

  <Accordion title="Can I choose which fields it fills?">
    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.
  </Accordion>

  <Accordion title="Does the call summary go into the CRM?">
    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.
  </Accordion>

  <Accordion title="Do I need a developer to connect my CRM?">
    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](/start/do-i-need-a-developer).
  </Accordion>

  <Accordion title="Can my agent read from my CRM during a call?">
    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](/actions/build-a-custom-action).
  </Accordion>

  <Accordion title="Why are new calls not appearing in my CRM?">
    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.
  </Accordion>
</AccordionGroup>

## Related

* [Connect your tools](/actions/connect-your-tools) to make the connection
* [Lead qualification recipe](/recipes/lead-qualification) for the complete setup
* [Build a custom action](/actions/build-a-custom-action) when your CRM is not listed
* [Send data to your systems](/actions/send-data-to-your-systems) for after call delivery
* [An action did not run](/actions/an-action-didnt-run) when records do not appear