> ## Documentation Index
> Fetch the complete documentation index at: https://help.withallo.com/llms.txt
> Use this file to discover all available pages before exploring further.

# eWay-CRM

> Sync your eWay-CRM contacts to Allo and log every call and SMS as a journal on the contact and its company

## How to connect

Connect eWay-CRM with your eWay-CRM web service address and your eWay-CRM sign-in. Allo does not need an API key.

<Note>
  eWay-CRM opens its API on the **Contacts & Companies (Standard)** edition and above.
</Note>

<Steps>
  <Step title="Find your web service address">
    In Outlook, go to **eWay-CRM** > **About** and copy the **Web Service Address** (for example `free.eway-crm.com/31994`). If you don't see it, ask your eWay-CRM administrator.
  </Step>

  <Step title="Open integrations">
    Go to [**web.withallo.com**](https://web.withallo.com) and navigate to **Settings** > **Integrations**.
  </Step>

  <Step title="Connect eWay-CRM">
    Find **eWay-CRM** in the list and click **Connect**. Paste your web service address and click **Continue**.
  </Step>

  <Step title="Authorize">
    You'll be redirected to eWay-CRM. Sign in if needed, then grant Allo all requested permissions.
  </Step>

  <Step title="Done">
    Once authorized, you're redirected back to Allo. Your integration is now active.
  </Step>
</Steps>

## What syncs

**From eWay-CRM to Allo:**

* Contacts, with their company name and job title

**From Allo to eWay-CRM:**

* Calls and SMS, logged as journals on the matching contact and its company
* New contacts, only when **Create lead for unknown calls** is enabled

Allo only fills in empty fields on existing contacts. A name, email, or phone number already set in eWay-CRM is never overwritten.

Companies and deals are not synced as separate records.

## How calls are synced

After each call, Allo adds a **Call** journal on the matching contact in eWay-CRM, linked to the contact's company. The journal holds the call summary, tags, and a link to the recording.

The journal is dated to when the call happened. It is assigned to the eWay-CRM user whose email matches the Allo user, or to the user who connected the integration when no email matches.

## How SMS are synced

Allo logs each SMS as a journal on the matching contact and its company, with the message content. The journal uses your **SMS** journal type if your eWay-CRM has one, and **Note** otherwise.

## Click-to-call

Click-to-call is not available for this integration.

## Troubleshooting

Check the sync status of any call from the **call list on [web.withallo.com](https://web.withallo.com)**. Each call has an integration indicator showing its sync state.

<AccordionGroup>
  <Accordion title="I cannot connect my integration">
    Only **admins** and **managers** of an Allo workspace can connect integrations. If you don't see the option, ask your workspace admin or manager to set it up.

    On the eWay-CRM side, check that the web service address is the one shown in **eWay-CRM** > **About**, without `https://`. The eWay-CRM user who signs in must have access to the contacts you want in Allo.
  </Accordion>

  <Accordion title="Call not synced to my integration">
    Check the integration indicator on the call in the web app. The error will be one of these:

    * **Contact not found**: The contact doesn't exist in your CRM. By default, Allo only syncs calls to existing contacts. To auto-create contacts, go to your integration settings and enable **Create lead for unknown calls**.
    * **Contact deleted**: The contact was removed from your CRM. Allo is additive and won't sync calls for deleted contacts. Re-create the contact in your CRM, then retry the sync.
    * **Integration disconnected**: Allo's access was revoked in eWay-CRM, or the eWay-CRM user who connected it was deactivated. Allo still appears connected but requests fail. Disconnect and reconnect the integration in Allo.
    * **Call pending (spinner icon)**: Allo is still matching the contact. This can take up to 24 hours before being marked as an error. Once the contact exists in your CRM, you can retry manually.
  </Accordion>

  <Accordion title="Contacts not syncing">
    The first sync can take up to **15 minutes** for large contact databases. After that, contacts sync incrementally every **10 minutes**, not in real time.

    Allo only syncs contacts that have at least one number in one of the six eWay-CRM phone fields. Contacts without a phone number will not appear in Allo.

    If contacts still don't appear after 15 minutes, disconnect and reconnect the integration.
  </Accordion>

  <Accordion title="SMS not synced">
    If your SMS are not appearing, verify the integration is connected in **Settings** > **Integrations** and check the integration indicator on the call list at [web.withallo.com](https://web.withallo.com) for error details.

    If SMS still don't appear, disconnect and reconnect the integration.
  </Accordion>

  <Accordion title="Duplicate contacts">
    Allo mirrors your integration exactly. If your CRM has duplicate contacts with the same phone number, they appear as separate contacts in Allo.

    Clean up duplicates in your CRM. Allo will reflect the change on the next sync.
  </Accordion>

  <Accordion title="Call synced to the wrong contact">
    When multiple contacts share the same phone number, Allo logs the call on the first matching contact. Before reporting a missing sync, check all contacts that share that phone number, because the call may already be synced to another one. Click the integration indicator on any call in the web app to see exactly which contact it was synced to.
  </Accordion>
</AccordionGroup>