CRM Import Documentation

Import and evaluate calls directly from your CRM to track real-world sales performance

Last updated: 12/14/2025

Import calls directly from your CRM to get AI-powered scoring and detailed feedback on your real sales conversations. This feature allows you to analyze actual customer calls from your CRM system without manual transcript uploads.

Overview

CRM Import enables you to:

Import Calls from CRM: Connect your CRM and import calls directly
Bulk Evaluation: Select multiple calls to evaluate at once
Automatic Deduplication: Already evaluated calls are automatically excluded
AI-Powered Analysis: Get detailed scoring and feedback on real customer conversations
Performance Tracking: Track improvement over time with your actual sales calls

Supported CRMs

HubSpot

HubSpot is currently the only supported CRM for call import. Support for additional CRMs is coming soon.

HubSpot Requirements

A connected HubSpot integration in Syrenn
HubSpot account with call records
Completed calls with recordings
Your HubSpot account email must match your Syrenn account email

ℹ️ Important: Only calls where your HubSpot account email matches your Syrenn account email will be available for import. This ensures you only see calls associated with your account.

Getting Started

Prerequisites

Connect HubSpot Integration: Ensure your HubSpot account is connected in Syrenn

Navigate to Integrations page
Connect your HubSpot account if not already connected
See HubSpot Integration Documentation for detailed setup instructions

Configure Default Scorecard: Set up a default scorecard for evaluating calls

Navigate to HubSpot Integration Settings
Select a default scorecard from your organization's available scorecards
This scorecard will be used for all imported calls unless changed
See Scorecards Documentation to learn about creating and managing scorecards

Importing Calls from HubSpot

Step 1: Access CRM Import

Navigate to Call Logs in the sidebar
Click the "Import & Evaluate" button
Click the "Import from CRM" button
The CRM Import dialog will open

Step 2: Select CRM Integration

If you have multiple CRM integrations, select HubSpot from the list
If you only have one CRM integration, it will be automatically selected
The system will fetch your available calls from HubSpot

Step 3: Review Available Calls

The calls table displays:

Call Title: The title or subject of the call
Duration: Length of the call
Date: When the call occurred
Contact: Associated contact information (if available)

💡 Tip: Already evaluated calls are automatically excluded from the list to prevent duplicates. You can see which calls have been evaluated by checking the status indicator.

Step 4: Select Calls to Import

Individual Selection: Click on individual calls to select them
Search: Use the search bar to filter calls by title, contact, or other criteria
Selected calls will be highlighted

Step 5: Evaluate Selected Calls

Review the number of selected calls
Click "Evaluate Selected Calls" button
The system will:
- Fetch transcripts for each selected call
- Parse and analyze the conversation
- Apply your default scorecard for evaluation
- Generate detailed feedback and scores
Wait for processing to complete (this may take a few moments)

Step 6: View Results

Once evaluation is complete:

The dialog will close automatically
Navigate to Call Logs to view your newly evaluated calls
Click on any call to see detailed feedback, scores, and transcript
Calls will appear in your Call Logs with the call title from HubSpot

Best Practices

1. Regular Imports

Import calls regularly to:

Track ongoing performance trends
Identify improvement areas quickly
Maintain up-to-date performance data
Catch issues before they become patterns

2. Appropriate Scorecard Selection

Choose the right default scorecard:

Match Your Sales Process: Use scorecards aligned with your methodology
Call Type Consideration: Different call types may need different scorecards
Update as Needed: Adjust your default scorecard based on your needs

3. Quality Over Quantity

Focus on meaningful calls:

Select Relevant Calls: Import calls that represent typical interactions
Review Results: Don't just import - review and learn from feedback
Action on Insights: Use feedback to improve future calls

4. Privacy and Security

Protect sensitive information:

Data Security: CRM calls may contain sensitive customer information
Compliance: Follow your organization's data handling policies
Access Control: Ensure appropriate access controls are in place
Review Before Sharing: Review calls before sharing with team members

Troubleshooting

Common Issues

No Calls Available:

Check Integration: Verify your HubSpot integration is connected
Email Match: Ensure your HubSpot account email matches your Syrenn account email
Call Status: Only completed calls are available for import
Permissions: Verify you have access to calls in your HubSpot account
API Access: Check that your HubSpot account has API access enabled

Evaluation Fails:

Transcript Availability: Some calls may not have transcripts available
Recording Required: Calls need transcripts or recordings to be evaluated
Scorecard Configuration: Ensure a default scorecard is configured
Network Issues: Check your internet connection and try again

Missing Scorecard:

Configure Default: Set a default scorecard in HubSpot integration settings
Create Scorecard: Create a scorecard if none exist in your organization
Permissions: Ensure you have access to scorecards

Connection Issues:

Reconnect Integration: Try disconnecting and reconnecting HubSpot
Token Refresh: The system automatically refreshes tokens, but you may need to reconnect
API Limits: Check if HubSpot API rate limits are affecting the connection
Browser Issues: Clear cache and cookies, or try a different browser

Getting Help

If you continue to experience issues:

Check Integration Status: Verify your HubSpot integration is active
Review Error Messages: Error messages provide specific guidance
Contact Support: Reach out to Syrenn support for assistance
Check HubSpot Status: Verify your HubSpot account is active and accessible

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