How Dialer Calls Reach Your CRM
Last updated: October 21, 2026
When a rep finishes a call in your dialer, Airspeed can turn it into a transcript, a summary and structured insights, then put that context on the right contact, company and deal in your CRM. This article follows one call the whole way and shows what you control at each stage.
Quick overview
Stage | What happens |
|---|---|
Dialer | The rep makes the call. The dialer records it and logs the outcome. |
Airspeed | Airspeed imports the call, transcribes it and extracts your frameworks, custom insights and action items. |
CRM | Airspeed finds the matching records and writes the outputs you have switched on. |
Note: The steps after import are the same for every call source, specific instructions can be found in the Integration Hub.
The journey of one call
1. The rep makes the call
Airspeed only imports calls that count as real conversations. A call is imported when:
It has a recording.
Its disposition is Connected, which is the usual dialer default for answered calls.
It lasts at least 30 seconds. This leaves out voicemails and hang-ups.
If your team uses a different disposition for answered calls, let us know.
2. Airspeed imports the call
Airspeed checks the dialer for new completed calls on a schedule. It pulls in the recording and the call details: who called, who answered, and when.
The rep's dialer email must match a user in Airspeed, and that user must have recording turned on. This is how a call is attributed to a rep.
Only new calls are imported. Earlier calls are not back-filled automatically.
Important: Each rep who should be recorded needs their own Airspeed user. A shared login cannot attribute calls to individual reps.
3. Airspeed processes the call
Dialer calls go through the same processing as your video meetings, so the output looks the same:
A transcript and a call summary.
Framework sections, such as SPICED or MEDDPICC, with the evidence for each.
Custom insights, the questions you define yourself. See Custom Insights.
Action items, assigned to a rep where one is clear.
4. Airspeed finds the right CRM records
Airspeed takes the email addresses of the people outside your company on the call and looks them up in your CRM. Each match gives:
The contact.
The contact's company.
Any open deals linked to them.
A call can be synced before a deal exists. The contact and company are enough.
Note: If the prospect has no email on the dialer record, or no matching contact in the CRM, there is nothing to attach the call to.
5. The call lands in the CRM
Airspeed writes only the outputs you have switched on. Each one is a separate setting, so you can use one, several or all of them.
Output | What it is | Where it goes | Good to know |
|---|---|---|---|
Notes | One note per call with the title, summary, custom insights, framework sections and a link back to the call. | Every matched contact, company and open deal. | Needs at least one matched contact. Works with no deal. |
Tasks | One task per action item from the call. | Assigned to the rep and linked to the same contact, company and deal. | The rep must be an Airspeed user whose email matches a CRM owner. Items with no matching owner are skipped. |
Fields | Values from custom insights and frameworks, written into mapped CRM properties. | Mapped properties on the deal, and on the company or contact where you map them. | Framework fields such as SPICED are written to the deal, so a deal must exist. |
Call activity | The call logged on the record's timeline. | The matched records. | Available for HubSpot and Salesforce. |
What you control
Per workspace. The CRM settings above apply to a whole Airspeed workspace. Dialer calls and meeting calls in the same workspace follow the same rules.
Per rep. Each rep needs their own Airspeed user with the email they use in the dialer. Reps can also choose not to sync their tasks to the CRM.
Note: If dialer calls need different treatment from your meetings, for example notes only with no field updates, use a separate workspace for the dialer calls.
Setting it up
Decide which workspace the dialer calls belong to.
Go to Settings → Integrations and connect your dialer with an admin API key.
Add each rep as an Airspeed user with their dialer email, and turn recording on.
Choose which CRM outputs to switch on: notes, tasks, fields and call activity.
Set up your frameworks and custom insights, and map any fields you want filled.
Make a short test call and check the contact, company and deal in your CRM.
FAQ
Will calls from before I connected the dialer appear?
No. Airspeed imports new calls only. Earlier calls are not back-filled automatically.
Can a call sync when there is no deal yet?
Yes, for notes. The note is attached to the contact and company. Framework fields are written to the deal, so those wait until a deal exists.
Why did a call not reach my CRM?
The most common causes are a call under 30 seconds, a disposition other than Connected, a rep whose dialer email does not match an Airspeed user with recording on, or a prospect with no matching CRM contact.
Still need help? Reach out to us with the dialer you use, the CRM you use, and an example call, and we'll investigate and get it sorted for you.