Connect Quo communications to OLT customer records

An organization administrator supplies a Quo API key, OLT validates it and discovers available provider numbers, CRM click-to-call records the attempt before opening the Quo dialer, completed-call and recording webhooks update call history, and outbound CRM SMS creates a linked customer activity.

Verified workflow

  1. Supply an organization API key A Customer Service administrator creates the organization connection and supplies a Quo API key.
  2. Validate credentials and discover numbers The connection test asks Quo to validate the saved key and returns the provider phone numbers available to the organization.
  3. Start CRM click-to-call OLT records the outbound call attempt against the customer, then opens the Quo dialer URL for the user to place the call.
  4. Update call history from completed events Completed-call and completed-recording webhooks update the organization call history with provider details that are available.
  5. Record outbound CRM SMS An SMS sent from an eligible CRM customer record is sent through the connected provider and creates a linked customer activity.

Prerequisites

  • Administration and module access are required Customer Service administration is required to configure Quo, and each user needs access to the relevant Customer Service or CRM module for the workflow they use.
  • Credentials and provider numbers must validate The saved API key and the Quo numbers used by the connection must pass provider validation before the related calling or messaging workflow is available.

Limitations

  • Guided webhook setup covers two call events The current guided setup subscribes to call.completed and call.recording.completed; it does not configure every Quo event.
  • Inbound SMS needs a separate webhook path Inbound SMS is not automatic through the guided call-webhook setup. Quo message events must be delivered separately to the SMS message-event webhook path at /api/erp/comms/webhooks/sms-event.
  • Recordings and transcripts depend on provider data Recording and transcript availability depends on the data Quo supplies and on the related recording or transcription settings being enabled.