To make this article easier to read, we use standardized terminology throughout the document. However, CRM objects have different names depending on the platform you use. We will use the terms: Contact, Account, Opportunity, and Lead.
How does Modjo find relevant CRM information for a call and manage to display it next to it? (Account, Deal, Contact or Lead)
We will guide you through the process of linking a call to your CRM. Let's get started!
Synchronizing external participants to your Meeting/Call with your CRM
Modjo receives information about call or meeting participants from your telephony providers (Aircall, Ringover, etc.) or video conferencing platforms (Google Meet, Microsoft Teams, Zoom, etc.).
This information allows for searching participants in your CRM using two methods:
By email address for video conferencing: Modjo performs a search in the CRM to find a Contact matching the participant's email address.
By phone number for a phone call: Modjo performs a search in the CRM to find a Contact with that phone number and/or a variant (for example: 0033, +33, 06, etc.).
Participants without email or phone: If a participant doesn't use an email address or phone number registered in the CRM, Modjo won't be able to identify them.
Once done, Modjo can associate your call/meeting to an account or opportunity in different ways depending on what already exists in your CRM.
Association logic - How does Modjo choose an opportunity and an account?
Case 1: Modjo finds an existing CRM Activity with associations to one or more objects
When a call or meeting takes place, Modjo first checks whether a CRM activity (Call Task or Event) corresponding to this call already exists in your CRM AND is already associated with one or more objects.
If so, Modjo will rely on this activity to associate your call with the various objects in your CRM.
Advantage: This method is the fastest and most reliable, as it comes directly from your CRM.
Scenario A: The CRM activity is associated with an opportunity
Modjo uses this opportunity as the main reference.
Modjo automatically retrieves the account associated with this opportunity.
Scenario B: The CRM activity is associated with an account (but not with an opportunity)
Modjo automatically retrieves the account associated with this activity.
Modjo establishes a list of all opportunities associated with this account in your CRM.
Modjo then applies priority criteria (see below) to select the most relevant opportunity.
Scenario C: The CRM activity is associated with a contact (but not with an opportunity or account)
Modjo establishes a list of all opportunities linked to this contact in your CRM.
Modjo then applies priority criteria (see below) to select the most relevant opportunity.
The displayed account will be the one linked to the selected opportunity.
Case 2 : Modjo does not find a CRM Activity with associations to at least one object
In this case, Modjo automatically switches to its intelligent association logic:
Searching for an opportunity
Based on all contacts synchronized between your CRM and the call or meeting participants, Modjo establishes a list of opportunities associated with these contacts.
Important: The list of selected opportunities is based on all your contacts who participated in the meeting or call AND were found in your CRM.
This list therefore includes all employees in your organization who do not have a Modjo account as well as your partners.
Since multiple opportunities may be found, Modjo will choose the most relevant opportunity according to these priority criteria:
Opportunity that was open during the conversation.
If we don't find an opportunity: the one that was created within 30 days after the conversation.
If no opportunity is found: the one that was closed within 30 days before the conversation.
If we still don't find an appropriate opportunity: the one that was closed after the call date.
Finally, if no opportunity is found: the one that was closed within a maximum interval of 90 days before the call date.
If multiple opportunities are found, we prioritize the open opportunity with the creation date closest to the call or meeting date.
Opportunity filtering option by owner
Available for Salesforce and HubSpot only
When this option is enabled, Modjo will only establish the list of appropriate opportunities from opportunities where the meeting organizer on Modjo is the owner in your CRM.
Use case: This option is particularly useful when multiple sales reps work with the same account and each has their own opportunity.
To enable this option (requires Admin or Manager role):
From the Settings menu > Integrations, click on your CRM Integration
Go to the Configuration tab
Enable the option "Only associate deals where the owner participated"
Click Save in the top right corner of the screen
Important: This option only applies in the scenario where no CRM activity with associations is found.
Searching for an account
If an opportunity has already been found : The call or meeting on Modjo will be associated with the account linked to the previously chosen deal.
If no opportunity is found :
In the case where no opportunity can be identified (neither via a CRM activity nor via contacts), Modjo applies a final fallback logic:
Modjo looks at all accounts associated with the contacts identified during the call.
Modjo selects the account that is most frequently referenced (i.e., the one that appears most often in the list of participating contacts).
If multiple accounts are referenced the same number of times, Modjo chooses one randomly.
Important: The list of selected accounts is based on all your contacts who participated in the meeting or call AND were found in your CRM.
This list therefore includes all employees in your organization who do not have a Modjo account as well as your partners.
Result : The call will be displayed with this account, but without an associated deal.
Best practices
Associate the right objects : For reliable automatic association, associate the right objects (Contact, Account, Opportunity) to your CRM activity before the call or meeting in your CRM. Modjo will automatically retrieve this information.
Verify email addresses : Ensure that participants use their professional email address in meeting invitations and that they match their email address in your CRM.
Keep your CRM data up to date: Clean and up-to-date CRM data improves the accuracy of automatic association.
Enable filtering by owner (Salesforce/HubSpot): If you work with multiple opportunities per Account, enable the owner filtering option to reduce incorrect associations.
Troubleshooting
One or more objects are not associated with my call
One or more objects are not associated with my call
Several possible reasons :
The various objects were not present in your CRM at the time of the call.
The email address used in the meeting invitation does not match the one recorded in the CRM.
The phone number is not recorded in the CRM or the variants are not recognized.
The contact exists in the CRM but is not linked to any account or opportunity.
Manually associate a contact
Manually associate a contact
Click on "Associate contact" next to the phone number, email address, or username/name displayed on Modjo. A modal window will appear.
Search for your contact using the search bar
Enter the first name, last name, address, or phone number of your contact in the search bar (minimum 3 characters) and select them.
Then click on 'Associate'
If the contact does not exist in your CRM:
Click on "Create a contact"
You will be redirected to your CRM's contact creation form.
Fill out and submit the form with your contact's information.
Then return to Modjo, perform a new search and select the contact that is now visible or click on the refresh button
Manually associate an account or create an opportunity
Manually associate an account or create an opportunity
It may happen that a contact is properly associated with the call, but the account or opportunity is not yet.
From the call details page, you can:
Link the call to an existing account
Or create a new opportunity
Refresh your associations after creating or modifying in your CRM
Refresh your associations after creating or modifying in your CRM
Once the CRM object (contact, account, or opportunity) is linked or created, return to Modjo and click on the "Refresh" button to update the connection.
Good to know
The "Refresh" button updates the contact and account if there was not yet an association between the call and the CRM (always according to the association logic explained above).
If an opportunity has just been created or modified, it will be refreshed.
However, if an association to an account or contact has already been made, Modjo will not be able to update this association on the call.
The associated account is incorrect
The associated account is incorrect
Several possible reasons:
The call or meeting included multiple contacts linked to different accounts and Modjo did not choose the right one.
The account is the most frequent among the contacts present.
Solution - Contact Modjo support with:
the link to the relevant call
a screenshot of the account in your CRM that you wish to associate with the call
The associated opportunity is incorrect
The associated opportunity is incorrect
Only in cases where the account is correctly associated. Otherwise, please refer to the section "The associated account is incorrect".
Several possible reasons :
Multiple opportunities exist for the same account
In cases where filtering by owner is enabled, the meeting organizer is not the owner of the opportunity in the CRM
For Salesforce and Hubspot users
You have the ability to manually change the opportunity from the call page:
To the right of the opportunity, click on "Change", a dropdown list with all opportunities linked to the account will be offered.
Click on the desired opportunity. The call will update automatically.
For users of other CRMs
Contact Modjo support with:
the link to the relevant call
a screenshot of the opportunity in your CRM that you wish to associate with the call