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Open the caller's CRM record when you answer

How-toFor everyoneReviewed Guides: Who's calling, from your CRM, Phone, Customer inbox

When your workspace has a CRM connected, calls and customer conversations show who the person is in it, with a button that opens their record. You can have the record open by itself instead.

Lucas Martin calling: his HubSpot card on the ringing call, with Open in HubSpot and Open by itself

Turn it on

Section titled “Turn it on”
  1. When a call rings or you open a customer conversation, find the CRM card with the person’s name.
  2. Tick Open by itself under it.

You can also turn it on in Preferences → Phone → Customer’s page. From then on, answering a call or opening a customer conversation opens the person’s record in a new tab, once each time.

If nothing opens

Section titled “If nothing opens”
  • No card shows. The CRM doesn’t know the person’s number or email address yet, or the CRM isn’t connected. Ask an admin to check Workspace settings → Integrations → CRM.
  • The card shows but nothing opens. In a browser tab, the browser’s pop-up blocker may have stopped it. Allow pop-ups for Freesbe in the browser’s site settings, or use the desktop app.
  • On a phone or tablet. Nothing opens by itself there. Tap Open in on the card instead.
  • On another computer. The setting is kept on each computer: turn it on there too.

See who’s calling, from your CRM for how people are found.