Service Fusion

Outbound call possibilities CRM

• Click to dial from CRM
  Start an outgoing telephone call with one mouse click from your CRM application or any website.
• Hotkey dial from CRM
  Is a phone number not clickable in your CRM? With this function you can still make a call.
• Copy to dial
  Select a phone number and get a suggestion to call directly.

Integration features

• Activity Hub
  In the Activity Hub, you can view activities such as a call log with notes or a conversation transcription that still needs to be saved in the CRM. You can choose to do this automatically or manually. Notes and transcriptions can be edited before they are written to the CRM.
• Assign call log to search result
  The feature enables logging conversations in the CRM by selecting an entity from the search results. AI summaries and/or manual notes are directly linked to the correct record.
• Call control
  Provided your telephony platform supports it, full call control is available in the pop-up notification. This allows you to control your desk phone, softphone or other device from the notification.
• Call logging
  Call information can be recorded directly in your CRM under the customer card. Do you need this feature but is it not yet available for your integration? Please contact us.
• Call logging (+AI transcription)
  Call details, call notes, and an AI transcript of the conversation can be stored directly in your CRM under the customer record. To save AI transcripts, the connected telephony platform must support this feature.
• Call waiting
  If you receive a second call while already on the phone, the Bubble365 apps will display this second call at the bottom of the pop-up notification, allowing you to easily switch with a single mouse click. In other apps, a second notification will appear instead.
• Multi result pop-up
  Does a phone number occurs multiple times in your CRM application? Click directly to the next result. Do you need this feature but is it not yet available for your integration? Please contact us.
• SearchBar
  Search CRM contact information from the 'SearchBar' desktop toolbar. From here you can open the customer card, start a phone call directly, send an email/WhatsApp/Microsoft Teams message or view the call history. Do you need this feature but is it not yet available for your integration? Please contact us.

Deployment type

• Bubble Desktop
  Bubble is installed on each user/workstation and runs locally on the user's computer.
• Bubble Cloud
  Bubble is hosted in the cloud, so no local installation is required. Note: This option requires the Bubble Cloud add-on license. For cloud hosting, it is always necessary for our cloud IP addresses to have access to the CRM/telephony environment.

Integration type

• Realtime API (user based)
  Authentication with CRM application at user level. Please note, if you want to clone the profiles to other users in the organization, the user data will be copied also. To prevent this, you can request a clone template from us that does not copy these values.
• Clone template
  A template must be used when cloning profiles because user authorization takes place, which cannot be cloned.

Supported applications

• Bubble Desktop Pop-up
  Bubble Desktop Pop-up is a smart addition to your workspace. You can easily install the application on your Windows PC or Mac, after which you immediately benefit from handy pop-up notifications for both incoming and outgoing calls. This way, you not only know who’s calling at the right moment, but you can also take action straight away – open the customer card, send a WhatsApp message, or perform another action.
• Bubble Third-Party API
  With the Bubble Third Party API you can effortlessly connect your application to CRMs, telephony platforms and Bubble features — all through one smart interface. Less maintenance, more focus on what you really want to build. And the best part? This is the exact same technology we use at Red Cactus for our Bubble365 app series. You therefore get access to the very same powerful technology.
• Bubble365 Chrome Plug-in
  The Bubble365 Chrome Plug-in brings your telephony and CRM together in one clear, integrated browser experience. With compatibility for various CRM applications and telephony platforms, the plug-in fits seamlessly into your existing work environment. This way, you can work faster, more efficiently, and with greater customer focus — all without interrupting your workflow.
• Bubble365 Edge Plug-in
  The Bubble365 Edge Plug-in brings your telephony and CRM together in one clear, integrated browser experience. With compatibility for various CRM applications and telephony platforms, the plug-in fits seamlessly into your existing work environment. This way, you can work faster, more efficiently, and with greater customer focus — all without interrupting your workflow.
• Bubble365 Teams App
  With the Bubble365 Teams App you bring the power of Bubble directly into your Microsoft Teams environment. By smartly combining CRM, telephony and Teams functionalities in one app, you get a seamless user experience. Work more efficiently and boost productivity by bringing all communication and CRM tools together in a single central interface. You decide how the app looks: choose which widgets to activate, where to place them and in what size. You can even add your own applications, such as the video stream of your door intercom via the iFrame widget. This way, Teams becomes your ultimate communication hub.
• Bubble365 Embedded Phone App
  With the Bubble365 Embedded Phone App you bring CRM functionality directly into your softphone or contact center, provided your telephony platform supports it. On an incoming call, all relevant customer information appears instantly with convenient action buttons – fully integrated into your existing environment, without switching screens or programs. This allows you to search CRM contacts in real time and manage everything from one central place.
• Bubble365 Mobile App
  With the Bubble365 Mobile App you can take your CRM functionality everywhere, directly on your smartphone. For every phone call – incoming or outgoing – you immediately receive a notification showing the name as stored in your CRM. From that notification you can easily open the app to view customer information or perform actions. On Android we even show notifications for calls handled through the native dialer, and with a fixed-mobile integration this also applies to iOS. In all other cases, notifications are triggered based on the phone calls running through the connected telephony platform. You can also search your CRM contacts in real time via the app (if your CRM supports the SearchBar), ensuring you always have the right information at hand.
• Bubble365 iFrame
  With the Bubble365 iFrame you can easily integrate Bubble365 into your own application — for example within your telephony platform, CRM system or simply in the browser. Ideal for developers who do not want to build a complete telephony notification module like Bubble themselves, but still want to benefit from an integrated user experience that is compatible with CRM applications and telephony platforms.

Action Buttons

• Quick search (clipboard copy)
  The CRM application you use is limited in telephony integration functionalities and does not support opening a customer card via a button in an external application such as Bubble. For this integration is the copy to clipboard functionality that directly copies the customer name or customer number to your clipboard so that you can use it to quickly search in your CRM application.

Standard Bubble pop-up functions

• Pop-up notification
  With an incoming, outgoing and forwarded call, an immediate notification with customer information.
• Content pop-up customization
  Determine the content of the pop-up per user, department or organization with info from your CRM application.
• Single sign-on
  No need to remember multiple passwords, login with your Microsoft, Google or Apple account.
• Multi-languages
  Determine the language of the content in the pop-up by adding the words in the language of your choice.
• Hide internal callers
  Don’t want to see a pop-up when a colleague calls you internally? Possibility to turn this function on or off.
• Sorting result
  Prefer to show contacts first instead of companies when using ‘multi-result’? Decide the order yourself.
• Click to dial
  Start an outgoing telephone call with one mouse click from any website.
• Recall conversations
  In one click, the completed conversation popups can be retrieved to show the information again.
• Call back
  You can recall the phone number again directly from a ‘retrieved pop-up’ with a simple mouse click.
• Talk duration timer
  During a phone call, a timer is visible in the pop-up where the duration is displayed in seconds.
• Call history
  Display the name of the colleague who last spoke or tried to call the caller in the past 3 months.
• Call notes
  Immediately record your conversation info in a note so that all information is visible to your colleagues.
• Latest features
  With a Bubble license you are always entitled to the latest functions that can be installed with one click.
• Number notation
  If you use different number notations in your CRM (already 20+ formats by default) you can add them yourself.

Buttons

Below is the list of available buttons. These are both CRM specific- and generic Bubble functions.

• Custom Action (standard button)
• Send E-mail (standard button)
• Callback request (standard button)
• Call Control (standard button)*
• Send WhatsApp message (standard button)
• Send Microsoft Teams message (standard button)
• Open SearchBar (standard button)
• Trigger Automations (standard button)

Parameters

Determine the content of the pop-up per user, department or organization with information from your CRM package. Below is the list of parameters available from your CRM software.

• service_fusion_id
• service_fusion_customer_name
• service_fusion_fully_qualified_name
• service_fusion_account_number
• service_fusion_account_balance
• service_fusion_private_notes
• service_fusion_public_notes
• service_fusion_payment_terms
• service_fusion_discount
• service_fusion_discount_type
• service_fusion_credit_rating
• service_fusion_labor_charge_type
• service_fusion_labor_charge_default_rate
• service_fusion_qbo_sync_token
• service_fusion_qbo_currency
• service_fusion_qbo_id
• service_fusion_qbd_id
• service_fusion_created_at
• service_fusion_updated_at
• service_fusion_last_serviced_date
• service_fusion_is_bill_for_drive_time
• service_fusion_is_vip
• service_fusion_is_taxable
• service_fusion_parent_customer
• service_fusion_referral_source
• service_fusion_agent
• service_fusion_assigned_contract
• service_fusion_payment_type
• service_fusion_tax_item_name
• service_fusion_industry
• service_fusion_type
• service_fusion_number
• service_fusion_check_number
• service_fusion_priority
• service_fusion_description
• service_fusion_tech_notes
• service_fusion_completion_notes
• service_fusion_payment_status
• service_fusion_taxes_fees_total
• service_fusion_drive_labor_total
• service_fusion_billable_expenses_total
• service_fusion_total
• service_fusion_payments_deposits_total
• service_fusion_due_total
• service_fusion_cost_total
• service_fusion_duration
• service_fusion_time_frame_promised_start
• service_fusion_time_frame_promised_end
• service_fusion_start_date
• service_fusion_end_date
• service_fusion_closed_at
• service_fusion_customer_id
• service_fusion_status
• service_fusion_sub_status
• service_fusion_contact_first_name
• service_fusion_contact_last_name
• service_fusion_street_1
• service_fusion_street_2
• service_fusion_city
• service_fusion_state_prov
• service_fusion_postal_code
• service_fusion_location_name
• service_fusion_is_gated
• service_fusion_gate_instructions
• service_fusion_category
• service_fusion_source
• service_fusion_customer_payment_terms
• service_fusion_project
• service_fusion_phase
• service_fusion_po_number
• service_fusion_contract
• service_fusion_note_to_customer
• service_fusion_called_in_by
• service_fusion_is_requires_follow_up