The Multi CRM Contact Selection feature allows you to precisely choose on which CRM record your calls will be logged when multiple contacts share the same phone number.
Without this option, activity is sometimes automatically linked to the “wrong” contact in the CRM. With Multi CRM Contact Selection, you maintain control over the contact(s) to synchronise, before or during the call.
Prerequisites:
Have at least one active CRM integration with call log creation.
Have the necessary rights on your Ringover account (administrator role or equivalent for activation).
The feature is activated on request and rolled out progressively. If you do not see it in your interface, contact your Ringover representative or support.
For more information on CRM integrations compatible with Ringover, see the Ringover Integrations section.
General operation
Contact selection before the call from the extension (unchanged)
When you click on a number directly from a web page with the Ringover extension:
The extension automatically retrieves the contact ID in the CRM.
The call is launched and the log will be created on this contact.
👉 The existing behaviour does not change with Multi CRM Contact Selection.
Pre-call selection from the Ringover Webapp and click-to-dial
When you initiate a call from app.ringover.com (or the desktop application):
You dial a number or click on a detected number.
If this number appears on multiple CRM records, a menu appears above the dialler with all matching contacts.
You freely select the contact(s) to associate.
A validation icon confirms that the call log will be created on the chosen contact(s).
This selection is made before the call is launched, which ensures that the correct contact will be used for logging in your CRM.
Selection during the call for incoming calls
For incoming calls:
If multiple CRM contacts share the same number, a “+” icon with a counter appears in the dialler during the call.
Clicking on this icon opens a list of all matching contacts. Depending on your CRM, you can filter by object type (contact, prospect, candidate, account, etc.).
You select the contact(s) to synchronise and confirm your choice.
Once the selection is confirmed, the chosen contact is displayed in the dialler, and at the end of the call, the log will be linked to this/these contact(s) in the CRM.
Activating the feature (administrator)
Exact wording may vary slightly depending on the language of your interface.
Authorise the feature at the team level
Open your administrator Dashboard.
Go to the Team / Users page, then to the Permissions of the relevant team.
Enable the team permission related to manual CRM contact selection (
is_multicrm_sync).
Enable the option in the CRM integration
In the Dashboard, open the configuration of the relevant CRM integration.
Once the team permission is enabled, an option “Select contact manually” appears.
Enable this option to allow users to choose the CRM contact before or during the call.
Save and inform the teams
Save the configuration.
Explain to your teams how to select the contact in the dialler.
Important points & FAQ
What exactly does Multi CRM Contact Selection do?
The feature allows you to choose the CRM contact(s) to which an (incoming or outgoing) call will be linked when multiple records share the same number.
What the feature does not do
It does not change how the contact is displayed in the Ringover call history.
The contact displayed in Ringover remains the one automatically found by number search.
It can therefore be different from the contact selected for the CRM log.
Example: in Ringover, you see “Jean Martin” on the log, but in the CRM, the activity was intentionally linked to “Company ABC”.
How many contacts can I synchronise per call?
You can associate one contact per object type, depending on your CRM’s capabilities (single contact, contact + candidate, contact + lead, etc.).
Why is the feature not enabled by default?
The feature is rolled out progressively to ensure good understanding of the user experience and to support teams.