What a call can send, and where
After every call, Sayelo has everything it needs to feed your tools: the call details (duration, number, outcome, agent), the caller's contact record (first name, surname, company), the conversation summary, the analysis (key points, actions to take, sentiment) and a link to the call record, where you will find the transcript and the recording. There are three ways to get them out.
| Sellsy (native) | monday.com (native) | Outbound webhooks | |
|---|---|---|---|
| Recognises the caller as soon as it answers | Yes | Yes | Not applicable |
| What is written | A “phone call” activity on the existing record | The call report in the case's update thread, if you switch it on | The call data, sent to the address of your choice |
| Creates or changes records | Never | Does not change your cases | Depends on your tool |
| Extra service | None | Telling the caller the stage of their case | None |
| Connection | Authorisation in Sellsy | monday API token | Receiving URL and signing secret |
Sellsy: recognise and log, nothing else
The Sellsy integration, approved by Sellsy, does two things.
- It recognises your customers. As soon as it answers, the agent looks up the caller's number in your Sellsy directory. If the person is listed, the agent greets them by name instead of asking who they are.
- It logs every call in the right record. At the end of the call, a “phone call” activity is added to the contact's or company's record: outcome, duration, conversation summary and a link to the Sayelo call record. It is added within minutes of the caller hanging up, once the call has been analysed.
The scope is deliberately narrow. Sayelo reads your contacts' names and numbers, and nothing else: quotes, invoices, orders, opportunities and documents are never accessed. No record is created on your behalf, and a caller who is not in Sellsy generates no entry.
The connection uses Sellsy's OAuth 2 protocol: you log in to Sellsy, with no password or technical key to copy across. Access can be revoked at any time, from Sayelo or from your Sellsy account, and access tokens are encrypted at rest. Two independent switches turn on recognition and logging, and the integration is included in the plans at no extra cost. To be recognised, a customer must have their number in the phone or mobile field of their record; a withheld number cannot be recognised, and an archived record is ignored. Everything is explained in detail on the Sellsy integration page.
monday.com: recognise, inform, record
The monday.com integration offers three services that you switch on separately.
- Recognising callers. If the number appears in a Phone column on one of your boards, the agent greets the caller by name.
- Giving the stage of a case. When asked “what stage is my case at?”, the agent finds the item and gives the current stage, with the sentence you have chosen. For a sensitive stage, such as a refusal, dispute or cancellation, you can ask it to take a message without saying anything about the status. If you switch it on, it also confirms the caller's identity before answering; faced with an unknown number, it asks for the case reference, or the name and town, and reveals nothing without a match.
- Writing the call report in the case's update thread. This service is off by default. The agent writes only this report: it does not change your cases.
The agent only reads the columns you authorise, board by board. Passwords, codes, amounts, bank details and attachments are never passed to it. Your API token is verified, then encrypted, and never displayed again. Before going live, a test with the number of your choice replays recognition and status. In an estate agency, this is what lets a vendor find out the stage of their case without waiting for a negotiator to call back. Details are on the monday.com integration page.
One limitation to be aware of: only one management software can be connected at a time, Sellsy or monday.com.
Webhooks: for all your other tools
Your CRM is neither Sellsy nor monday.com? Outbound webhooks send every handled call to your CRM, your ticketing tool, your scheduling tool or your business software.
Two events, which you choose webhook by webhook:
| Event | Sent when |
|---|---|
call.completed | A call has been handled by the agent, with its duration, outcome, summary and analysis |
message.taken | The agent has taken a message or a callback request |
The content. Each delivery contains the call details, the contact record from the directory, the summary, the structured analysis and a link to the call record. The audio and the transcript never go through the webhook: they remain available in the app.
Setting it up. You paste in your software's receiving URL and choose the events; the signing secret is generated automatically. A test checks the connection immediately, and a log shows the latest deliveries with their status. A switch in each agent's settings pauses the sending of that agent's calls without affecting the others.
Security and reliability. Each delivery is signed with HMAC-SHA256 using your secret: by recalculating the signature, your software checks that the delivery comes from Sayelo and has not been altered. If a delivery fails, the request is automatically resent with the same delivery ID, which avoids duplicates.
For an accountancy firm, this is the route into the practice management software. Webhooks are included in all plans; the webhook documentation gives the headers and an example delivery.
Contact, opportunity, callback task: who creates what?
The question comes up often, and the answer fits in one sentence: the agent passes on facts, and your tool decides what to do with them.
- The contact. The native integrations do not create any records. The webhook, however, carries the caller's first name, surname and company: if your tool is set up to do so, it can create or update a contact when it receives them.
- The opportunity. Neither native integration touches opportunities, and Sellsy does not even read them. If you want a call from a prospect to become an opportunity, this is set up on the side that receives the webhook, depending on what your tool allows: check its documentation.
- The callback task. The
message.takenevent is made for this: a “call me back” can become a task or a ticket in your follow-up tool, instead of sitting in an inbox.
This division of roles keeps control of your CRM on your side. And the better the questions the agent asks during the call, the more useful the data it sends: our guide to qualifying incoming calls helps you write them.
Choosing the right route
- Your customers are in Sellsy: the native integration, for caller recognition and call history in the record.
- Your cases are tracked in monday.com: the native integration, especially if your customers call to find out how things are progressing.
- You use another tool: webhooks, provided your tool can receive a webhook, directly or through a connector.
- Your tool is not covered: the Sayelo team looks at specific integrations case by case, so write to us.
The CRM does not replace the summary emailed after every call: it extends it. Our guide to calling customers back explains how to make the most of it. Appointments, on the other hand, do not go through the CRM: they are booked directly in Google Calendar, Microsoft 365 or Cal.com, as explained in our guide to Microsoft 365 and Cal.com calendars.
All the connections are brought together on the integrations page. To compare solutions on every criterion, see our comparison of AI voice agents for small businesses, and the pricing page for plan details.
