For phone calls and WhatsApp conversations, diio identifies the contact in the CRM by phone number, not by email. The number format must exactly match the format required by each CRM.
How phone number lookup works
When diio analyzes a call or WhatsApp chat, it takes the phone number from the conversation and searches the phone field of your CRM contacts. If it finds an exact match, the conversation is associated with that contact.
Number format by CRM
Each CRM has an expected format for phone numbers. If the number in the CRM is not in the correct format, the search fails even if the number is the same:
Salesforce: without + prefix, no spaces or hyphens. Example: 56912345678.
Zoho: with or without + prefix, no spaces. Example: +56912345678 or 56912345678.
Pipedrive: with or without + prefix, no spaces. Example: +56912345678 or 56912345678.
HubSpot: with + prefix and in international format with hyphens. Example: +56-1-2345-6789.
Odoo: international format with + prefix. Example: +56912345678.
What to do if the association fails
Open the CRM and find the contact.
Verify the phone field has the number in the correct format for your CRM.
Correct it if necessary.
Return to the conversation in diio and open the Update CRM flow to resend.
Special note for WhatsApp in HubSpot
For WhatsApp notes to appear on the HubSpot contact, the CRM user must enable the WhatsApp activity view by clicking "Filter Activity" inside the contact record.