A mapping links one CRM user to the phone they answer calls on. Edesy uses it for three things:
| Use | What the mapping decides |
|---|---|
| Click-to-call | Whose phone rings first when that user clicks to call |
| Call ownership | Which CRM user owns the logged call (the phone that answered or placed it) |
| Lead-owner routing (LeadSquared) | Only mapped owners are rung first; an unmapped number is never dialled |
Add a mapping#
Open the connection in Settings → CRM integrations and go to the Users tab.
- Zoho CRM: pick a Zoho user and enter their phone.
- LeadSquared without API keys: add each user by their LeadSquared email and enter their phone.
- LeadSquared with API keys: pick users from a list of your LeadSquared users.
Rules#
- One phone belongs to one user. A phone already mapped to someone else can't be mapped again.
- Use Indian numbers (+91).
- Unmapped calls are still logged, just without an owner.
- Map everyone who clicks to call. If the click doesn't name a mapped user, Edesy can only ring the agent number the CRM sends, if any.
When someone leaves#
Unmap them on the Users tab, or map their phone to whoever takes over. Their past calls stay logged in the CRM.