What does VICIdial CRM integration mean?
VICIdial CRM integration means VICIdial and your CRM share leads and call results automatically, so agents stop copying data between two screens.
In practice it is five pieces, and most call centers need two or three of them:
- Screen-pop - when a call connects, the matching CRM record opens in the agent's browser. On a predictive dialer the agent does not choose the next lead, so this is what puts the right record in front of them.
- Lead sync in - leads move from the CRM into VICIdial lists on a schedule or as they are created, deduplicated and mapped to the right fields.
- Outcomes back out - dispositions and call results are written back to the CRM contact record.
- Click-to-dial - an agent starts a VICIdial call from a number in the CRM, using VICIdial's agent API.
- Webhooks - events such as a call answered, a lead created or a disposition changed are sent to your systems as they happen.
Which CRMs has VICIfast integrated with VICIdial?
VICIfast has integrated VICIdial with Salesforce, HubSpot, Pipedrive, GoHighLevel and ServiceTitan, plus in-house CRMs through custom REST endpoints. Each CRM's page covers what moves in which direction and what the build involves.
If your CRM is not on that list but has an API for reading and writing contact records, the same patterns apply. The discovery call is where we confirm its authentication, its rate limits and how it handles duplicates.
What types of VICIdial CRM integration are there, and what do they cost?
VICIdial CRM integrations range from one webhook to a full real-time data pipeline, and VICIfast publishes a price range for each type.
| Integration type | What it covers | What drives the effort | Published range |
|---|---|---|---|
| Simple webhook | One VICIdial event sent to one CRM endpoint, such as a saved disposition | One event, one endpoint | $1,500-$3,000 |
| Two-way CRM sync | Leads in with dedup, custom field mapping and a TCPA scrub; outcomes back to the contact record | Two directions and two data models | $5,000-$12,000 |
| Event stream and BI pipeline | Every call, agent and campaign change streamed to dashboards, plus nightly exports to a data warehouse | Real-time stream plus warehouse schema | $10,000-$30,000 |
| Screen-pop, click-to-dial, custom routing | Tied to your CRM's URLs, APIs and agent workflow | Depends on the CRM | Quoted after discovery |
Every project is fixed-fee, quoted in writing within 48 hours of a 30 to 60 minute discovery call, built and tested against a sandbox on your side, and covered by a 30-day warranty. The full process is on custom integrations.
What can VICIdial do natively, without custom work?
VICIdial ships its own APIs, so some integrations need only configuration plus a developer on your side.
Its non-agent API can add and update leads from outside VICIdial. Its agent API can act on a logged-in agent's session, for example dialing a number from another screen. Campaigns can open a web form with the lead's details for the agent and call a URL when a call is dispositioned, and AGI scripts can run logic inside Asterisk during the call. Our VICIdial API and AGI overview explains what each one is for, and the lists and leads guide covers the fields a sync has to fill.
Custom work earns its fee when you need what VICIdial does not do alone: deduplication against the CRM, field mapping between two data models, retries when the CRM is down, signed webhooks, and outcomes written to the right record every time. For work beyond the CRM, such as dial-plan logic or custom reports, see VICIdial development.
How should a VICIdial CRM integration handle data and TCPA?
A VICIdial CRM integration should scrub, deduplicate and validate leads before they reach the dialer, and keep a record of what happened to each one.
- Scrub before load. A lead sync can run a TCPA scrub as leads come in, and VICIfast also offers TCPA scrubbing on the platform.
- Carry the fields calling hours need. VICIdial enforces calling hours by each lead's time zone, so the sync has to bring across the phone number and postal code cleanly.
- Keep outcomes in one place. When dispositions are written back to the CRM, a "do not call" decision made on a call is not lost between systems.
- Sign every event. Webhooks are signed with HMAC-SHA256 and idempotent on the call ID, so a retried event does not create a duplicate record.
Consent, and who you call and when, stay your decisions; a good integration makes them easier to enforce.
When is a CRM integration not worth building?
If your agents make a modest number of calls and your CRM can export a CSV, a scheduled export loaded with the lead loader may be all you need. Build an integration when manual imports are costing agent time or causing calls to leads who should not be called.
Where to start
Write down which CRM you use, which direction data needs to move and what an agent should see when a call connects, then book a discovery call through custom integrations. To test VICIdial against your CRM first, start a free trial; for a larger rollout, talk to us.