Overview

Connect Salesforce or HubSpot once, subscribe records to the correct agent with an Agent Identifier, build CRM behavior in Workflow Builder, and inspect each execution in Run History. Everything on this page works the same way for either CRM.

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Connect

Open Integrations in 11x. Before a CRM is connected, Salesforce and HubSpot each display a Connect button. For HubSpot, follow the HubSpot setup guide. It covers the Super Admin requirement and contact subscription. To connect Salesforce: 1. Start the connection. Select Connect beside Salesforce. 2. Enter your Salesforce subdomain. Enter the part before .my.salesforce.com, then select Next. 3. Authorize Salesforce. Complete the Salesforce authorization flow. 4. Finish the installation. Return to Integrations and open Salesforce to configure the integration. After authorization, Salesforce displays Integration Not Installed until you map at least one Agent Identifier field or enable write permission for at least one CRM object. Complete the Agent Identifier and write-permission setup in the next section. Once the installation configuration is saved, Salesforce appears as connected on the Integrations page. A green status and a Connected button confirm the completed installation. The connection is shared across the organization rather than created separately for each agent.

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Subscribe

Use an Agent Identifier when CRM field changes should start a sequence for a specific 11x agent.

1. Open the connected CRM from Integrations.
2. Under Schedule, choose the CRM field that stores the Agent Identifier for each supported object.
3. Use the matching Agent Identifier value on the agent’s pre-sequence workflow.
4. Under Push, enable the CRM objects that 11x may write to.

The Agent Identifier belongs to subscription routing. Ordinary Search CRM and Write to CRM nodes do not require it. Within an organization, one Agent Identifier value routes to one workflow for each CRM provider and record type.

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Build your workflows

Open an agent, select Workflows, and compose CRM actions with conditions and other workflow steps.

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Read from CRM

Use Search CRM to look up one record by Record ID or field filters, choose the fields to return, and use found, recordId, and record.<field> in later nodes. This pre-sequence example starts when the mapped CRM field changes, fetches contact details, checks the result, and enrolls only records with the required fields. The Search CRM node below reads a Salesforce Lead by the Record ID from the workflow trigger and returns Phone and Status.

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Write to CRM

Use Write to CRM to create a record, update an existing record by Record ID, or log a supported activity. In a post-call workflow, a call activity can also include the recording. This post-call example searches for the Lead after analysis completes. When the Lead is found, it updates the CRM record and logs the call activity with its recording. A missing record follows the safe no-op branch. The Update CRM Record node below uses the Record ID returned by Search CRM and maps the call summary to the Salesforce Lead Description field.

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Observe your workflows

Open Workflows → Run History to confirm that a workflow ran and review its overall status, version, trigger, start time, finish time, and duration. The latest entry above is a completed Version 3 test run of the updated post-call workflow. No individual node is selected, so the page shows the run-level summary.