Connect External Customer Info Sources in Office

Connect External Customer Info Sources in Office

Connect an authorized customer lookup API, configure phone formatting and authentication, and map the response for incoming-call information.

Show useful customer information when a call comes in, without switching between systems. An administrator connects a lookup endpoint in Customer Info; users manage their own incoming-call information preferences separately.

Where to start

Open Settings → Customer Info. The sources page includes built-in Upcoming appointments and GoHighLevel CRM, and an Add custom source button for other systems that expose an authorized API.

Real Office: Add custom source. Credentials and the test number are hidden.

Configure the request

1. Select Add custom source. Enter a clear Name and an optional Description.
2. Choose the endpoint’s Method and Timeout (ms). GET is the usual choice for a read-only lookup; the correct method depends on the API. The form initially shows 6000 ms.
3. Enter the HTTPS URL. If the phone belongs in the URL path, use the {phone} placeholder.
4. Set Phone goes in to Query param, URL path or Body field. Enter the expected Field name and choose Country code, 10 digits or Raw format to match the endpoint.
5. Choose Authentication: Bearer token, API key, Basic, Custom header or None, as required. Enter only credentials authorized for this lookup.

Test and map the response

1. Use an authorized test phone number and click Run test. This sends a real request to the external system. POST, PUT and PATCH may change data: confirm the endpoint is safe before testing.
2. Review the returned data. Use Summary fields for information displayed outside and Navigable categories for details users can open. The form provides Add field and Add category; dragging fields lets you reorder or move them into a category.
3. Use Advanced (raw JSON) only when you understand the configuration. Save with Save source after checking the request and mapping.
4. Validate with an authorized incoming test call. Confirm the correct customer is matched and that only intended information appears.

Administrator sources versus personal preferences

Creating a source is not the same as selecting what a user sees. Review How to configure Inbound Call Info for personal source and alert-number preferences. Available choices depend on the account’s configured integrations and your access.

Security and troubleshooting

• Never publish API secrets, screenshots containing credentials or real customer test numbers. Limit API access to the data needed for lookup.
• No match: check phone format, placement, field name and whether that customer exists in the external system.
• Authentication error: check credential type and permissions with the API administrator; do not disable security as a workaround.
• Timeout or empty card: check endpoint availability and returned JSON, then review the mapping. A saved source alone does not prove the external lookup works.

Need help?

Call/Text/WhatsApp: (833) 966-4835
Email: info@zonitel.com