SMS and CRM Integration: Log Conversations Automatically
SMS and CRM Integration: Log Conversations Automatically
When you connect JustCall to your CRM, every SMS conversation is automatically logged to the matching contact record. Your sales and support teams see the full communication history — calls, texts, and notes — in one place.
Available on: Team plan and above
Supported CRMs
JustCall logs SMS conversations to:
| CRM | What gets logged |
|---|---|
| HubSpot | SMS logged as timeline activity on the contact record |
| Salesforce | SMS logged as Task or Activity on the Lead/Contact |
| Pipedrive | SMS logged as note on the Person/Deal |
| Zoho CRM | SMS logged as note on the Lead/Contact |
| Freshsales | SMS logged as activity on the Lead/Contact |
| Copper | SMS logged as activity on the Person record |
| ActiveCampaign | SMS logged as note on the Contact |
For the full list of supported integrations, see your Settings → Integrations page.
What Gets Logged
For each SMS exchange, JustCall logs:
- Direction: Inbound or outbound
- Timestamp: Date and time of the message
- JustCall number: The number used to send or receive
- Contact number: The customer's phone number
- Message content: Full message text
- Attachments: MMS media files (where supported by CRM)
- Agent name: The team member who sent or was assigned the conversation
Contact Matching
JustCall matches SMS conversations to CRM contacts by phone number:
- When a message arrives, JustCall searches your CRM for a contact with a matching phone number.
- If found, the message is logged to that contact's record.
- If no match is found, behavior depends on your settings:
- Auto-create contact: JustCall creates a new contact in your CRM with the phone number.
- Skip logging: The message is only stored in JustCall (not pushed to CRM).
Configure auto-create under Settings → Integrations → [Your CRM] → SMS Logging.
Controlling What Gets Logged
Go to Settings → SMS Settings → Message Logging to choose:
| Option | Behavior |
|---|---|
| All messages | Both inbound and outbound logged |
| Outbound only | Only your replies are logged |
| Inbound only | Only customer messages are logged |
| Off | No SMS logging to CRM |
You can also configure logging per-number if you want different behavior on different JustCall numbers.
Viewing Logged Messages in Your CRM
HubSpot
Logged SMS appears in the contact's Activity Timeline as a "SMS" activity type. Filter the timeline by "SMS" to see only text conversations.
Salesforce
Logged SMS appears as a Task (or Activity, depending on your configuration) on the Lead or Contact record. The task subject includes the direction (Inbound/Outbound) and JustCall number.
Pipedrive
Logged SMS appears as a Note on the Person record, with the full conversation thread.
Troubleshooting
Messages not appearing in CRM
- Verify the integration is connected: Settings → Integrations → [Your CRM] should show "Connected."
- Check message logging is enabled: Settings → SMS Settings → Message Logging.
- Verify the contact exists in your CRM with a matching phone number (including country code).
- Check CRM permissions — the API user connected to JustCall needs write access to contact activities/notes.
Duplicate logs
If you see duplicate entries, check whether you have multiple JustCall-CRM sync rules active. Disable overlapping rules under Settings → Integrations → Sync Rules.