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, the 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 synchronize, 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 enabled upon request and progressively rolled out. If you don’t see it in your interface, contact your Ringover representative or support.
To learn more about 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 webpage with the Ringover extension:
The extension automatically retrieves the contact ID from the CRM.
The call is launched and the log will be created on this contact.
👉 The existing behavior 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 is present on multiple CRM records, a menu appears above the dialer with all matching contacts.
You freely select the contact(s) to associate.
A confirmation icon indicates that the call log will be created on the selected contact(s).
This selection is made before the call is launched, ensuring the correct contact is 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 dialer during the call.
By clicking on this icon, you open 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 synchronize and confirm your choice.
Once the selection is confirmed, the chosen contact is displayed in the dialer, and at the end of the call, the log will be linked to this/these contact(s) in the CRM.
Enable the feature (administrator)
Exact wording may vary slightly depending on your interface language.
Authorize the feature at the team level
Open your administrator Dashboard.
Go to the Team / Users page, then to the Permissions of the concerned team.
Enable the team permission related to manual CRM contact selection (
is_multicrm_sync).
Activate the option in the CRM integration
In the Dashboard, open the configuration of the concerned 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 dialer.
Important points & FAQ
What exactly does Multi CRM Contact Selection do?
The feature allows you to choose the CRM contact(s) to which a call (incoming or outgoing) 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 shown in Ringover remains the one automatically found by the 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 deliberately linked to “Company ABC.”
How many contacts can I synchronize per call?
You can associate one contact per object type, depending on your CRM’s capabilities (single contact, contact + candidate, contact + lead, etc.).
Why isn’t the feature enabled by default?
The feature is deployed progressively to ensure a good understanding of the user experience and to support teams.