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CRM Integration Guide

This guide outlines the integration workflow between a client’s CRM system and Lucep’s Automated Lead Qualification (ALQ) platform. It is intended for both technical and business teams to clearly understand the integration touchpoints, data exchange formats, dependencies, and responsibilities.

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Overview of Integration Workflow

1

Lead Ingestion from CRM to Lucep

Leads from various sources are ingested into the CRM and sent to Lucep via API.

2

Multichannel Qualification Campaign by ALQ

Multichannel qualification campaign triggers via IVR, WhatsApp, SMS, or Email.

3

Lead Status Update from Lucep to CRM

Lucep updates the CRM with lead qualification status, notes, and attempt history.

Optional
4

Callback Execution via Cloud Telephony

CRM initiates an automated call to the prospect via Cloud Telephony at a scheduled time.

1. Lead Ingestion from CRM to Lucep

Leads from these sources are ingested into the client’s CRM system then sent to Lucep via API. Lucep can alternatively integrate directly with these lead sources without needing CRM mediation. This allows for faster lead ingestion and qualification.

Typical Lead Sources

  • Facebook / Instagram Lead Ads
  • Zapier
  • 3rd Party Lead Aggregators (direct API calls)
  • Website Lead Forms
  • Google Lead Forms
  • CSV (from Excel spreadsheet, etc.)

Fields to Be Shared with Lucep

Mandatory Fields

Name of the prospect Phone Number (with country code prefix)

Optional fields

Email Address Product Name (e.g., Project name, Car/Bike model)

Popular custom fields

Product Category City PIN Code (numerical only) State Country Enquiry ID (unique identifier in the client’s CRM) Others – Custom fields as required and agreed upon

Validation & De-duplication

Lucep API validates phone numbers & PIN formats. Optional de-dupe logic rejects leads currently in process to avoid duplicate engagement.

2. Multichannel Qualification Campaign by ALQ

Once successfully received, Lucep triggers a pre-configured campaign across multiple channels to validate intent and schedule callbacks.

The objective of the campaign is to:

  • Validate phone number
  • Confirm intent
  • Schedule a callback (if qualified)
  • Flag lead for sales follow-up or discard (if invalid/unresponsive)

IVR

Automated voice routing and intent confirmation.

WhatsApp

Conversational qualification via popular messaging.

SMS

Direct text-based follow-ups and links.

Email

Detailed qualification forms and information sharing.

3.

Lead Qualification Status Update to CRM

Upon completion of the ALQ workflow, Lucep will update the CRM system using the client’s Lead Update API.

Fields to Be Pushed by Lucep

  • Enquiry ID To match with CRM record
  • Lead Qualification Status
    Qualified Unqualified (Unsubscribed) No Response
  • Qualification Date and Time UTC or IST – to be agreed upon
  • Callback Date and Time If applicable
  • Qualification Channel e.g., WhatsApp, IVR
  • Qualification Attempt e.g., 2nd Attempt - WhatsApp
  • Custom fields Inserted at the lead ingestion

API Response Handling

CRM system should respond with:

Success Record updated.
Failure With a detailed reason (e.g., Enquiry ID not found, field format issue).
4. Optional Extension

Callback Execution via Cloud Telephony

Objective:

To enable the CRM system to initiate a call to the prospect through a cloud telephony service at the exact callback date and time provided by Lucep.

Workflow Steps

1. Lucep updates the CRM with:

  • Qualification Status = "Qualified"
  • Callback Date and Time
  • Other lead details (Enquiry ID, Phone Number, etc.)

2. The CRM system uses its automation logic (e.g., scheduled flow, Apex job, webhook trigger) to:

  • Detect leads where qualification status = "Qualified" and callback time is set
  • At the defined callback date and time, call the cloud telephony provider's API to initiate a call to the prospect

3. The Cloud Telephony Provider:

  • Receives the API request from the CRM
  • Initiates the outbound call to the prospect
  • Optionally, sends call status updates back to the CRM for visibility and logging

Key Dependencies

Area Responsibility
API Specs Provided by Lucep and Client respectively
Authentication Tokens Managed securely by both parties
Field Mapping & Value Formatting To be finalized collaboratively
Error Logging & Retry Mechanism Client’s responsibility (for lead ingestion), Lucep’s responsibility (for CRM updates)
Test Environment Both parties to provision staging/test APIs for UAT
Go-Live Sign-off Joint responsibility post successful UAT and signoff

Additional Notes

  • Additional fields (e.g., lead source attribution, campaign ID) are free of charge and this does not require you to ask us for support.
  • Custom logic can be supported upon request.
  • Any customization requests on the ALQ side or additional field mappings will be effort-estimated and may incur additional costs.
  • API documentation and sample payloads will be provided by Lucep during the onboarding process.

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