In this article, we'll cover the basics of our integration with CertaOne. From what it does, to how to get started, and even frequently asked questions.
Integration Basics
CertaOne is a custom CRM developed on Microsoft Dynamics for Certapro franchisees.
What does the integration do?
Pull Contacts: Every 15 minutes, Hatch will sync with CertaOne to retrieve recently modified jobs.
Push Communications: Anytime a communication such as a call, text, or email takes place within Hatch, we’ll send that information back to the CertaOne Job Activities automatically.
What information does the integration pull into Hatch?
The integration will pull in any contact details such as Name, Phone Number, and Email from the Contact Record. Additionally, the integration will pull in details from the Jobs, Accounts, and Appointments to create the Hatch opportunity details.
Where do Hatch communications show in CertaOne?
When communications are sent back to CertaOne, they will show up in Job Activities.
We support the following activity types:
- Hatch Inbound Call
- Hatch Outbound Call
- Hatch Inbound SMS
- Hatch Outbound SMS
- Hatch Inbound MMS
- Hatch Outbound MMS
- Hatch Inbound Email
- Hatch Outbound Email
- Hatch Inbound Voicemail
- Hatch Inbound Missed Call
Setting Up the Integration
Requirements
Before getting started, a Hatch specific user must be setup in the CertaOne instance. Only these users have the correct authorizations to allow access for the Hatch integration. Contact CertaPro support to get setup with a license.
Instructions
- Navigate to the Hatch app marketplace.
- Click "Configure" on the CertaPro integration
- The integration uses OAuth protocol to allow access to the Dynamics APIs, so all you need to do it click connect and then authorize on the CertaPro screen that will pop-up. Once authorized, return to the Hatch integration screen and the connection bubble should be blue.
- Adjust any configuration options.
- Don't forget to click Finish in order to save.
Creating Audiences to Add to Campaigns
After getting a CRM integration set up, the next step is to start working on creating custom audiences with your data, and then adding those contacts to campaigns.
Here’s a couple of examples of what we’ll talk about during onboarding...
- Correctly defining contacts statuses in your CRM
- Identifying your call type statues
- Deciding what contact details to use in campaign language
Frequently Asked Questions
Will Hatch change contact’s statuses in CertaOne?
Hatch does not not update any status in CertaOne through the integration. However, if you change the status in CertaOne, Hatch will update that contact’s information next time it syncs.
How often is does the CRM sync?
Hatch syncs with CertaOne every 15 minutes.
What information is pushed back to CertaOne?
The only thing pushed back to CertaOne is the communications that occurred in Hatch. This can include texts, emails, or calls.