🔁 Two-Way Sync Between CxC and Your CRM

CxC and your CRM stay in sync automatically. When something changes in your CRM, CxC reflects it immediately. When something happens in CxC, it flows back to the customer record in your CRM. Your team always has the most current information — no double entry, no orphaned data, no chasing updates across two systems.

⬇ What Syncs from Your CRM into CxC

Everything that happens in your CRM that affects a job or customer flows into CxC automatically.

Jobs

• New job created → job channel opened in CxC immediately

• Job status changes (Scheduled, Dispatched, In Progress, Completed, Canceled, On Hold) → channel status and sidebar placement update automatically

• Job details updated (address, job type, appointment time) → reflected in the job channel header and details panel

• Job reopened → archived channel restored with all members intact

Technician Assignments

• Technician assigned to a job → added to the job channel automatically

• Technician reassigned → new tech added to the channel, previous tech remains

Customer Data

• Customer name, address, and contact details → visible in the job channel details panel

• Customer history — previous jobs, notes, completed revenue, open estimates, membership status → all visible in the panel and Pre-Job Summary

Estimates and Invoices

• Estimate marked Sold → sold estimate notification posted in the job channel and Sales channel

• Invoice details → visible in the job channel details panel

Appointments

• New appointment added to a job → system message posted in the job channel with date, time, arrival window, and assigned technician

Notes and Pins

• When a note is added in your CRM, it is sent as a message to the corresponding CxC job channel in real time

• If the note is pinned in your CRM, the corresponding message is also pinned in the job channel automatically

Photos

• When a photo is uploaded to a job in your CRM, it is sent to the corresponding CxC job channel as a message with the photo attached

⬆ What Syncs from CxC Back to Your CRM

Everything your team creates or captures in CxC that belongs on the customer record flows back to your CRM automatically.

Photos and Videos
Photos and videos sent in a job channel are pushed to the customer record in your CRM automatically. No separate upload, no extra steps — whatever is sent in the chat lands in the CRM.

Pinned Messages
When a message is pinned in a CxC job channel, the message content is sent to your CRM as a job note. That note is also pinned in your CRM so nothing important gets lost between the two systems.

Invoice Summaries
When a job is complete, an invoice summary is automatically generated and sent back to the job's invoice in your CRM. Your office gets accurate job details without anyone typing them up manually.

Pre-Job Summary
If the Pre-Job Summary bot is enabled, the pre-job summary generated before the technician arrives is automatically sent back to your CRM as a job note. This keeps the full job context — customer background, intent, concerns flagged from the booking call — on the CRM record alongside everything else.

⚡ How Fast Does Sync Happen?

Sync between CxC and your CRM is real time. Job channels open within seconds of a job being created. Status changes reflect immediately. Notes, pins, and photos sync in real time or on the next sync cycle. Customer data updates as soon as the CRM record changes.

If something isn't appearing as expected, check that your CRM integration is active in Settings → External Integrations. A broken connection will pause sync until it's restored.

❓ FAQ

Do I need to manually sync anything? No. Everything syncs automatically in both directions. The only exception is if your CRM integration becomes disconnected — restore the connection in Settings → External Integrations and sync will resume.

What if I update something in CxC — does it update in my CRM? CxC syncs specific data types back to your CRM — photos, pinned messages, invoice summaries, and pre-job summaries. General messages and channel conversations stay in CxC and are not pushed to your CRM.

What if a job changes in the CRM after the channel is created? Any changes to job status, technician assignment, appointment details, notes, or customer information sync to CxC automatically and are reflected in the job channel immediately.