--- title: "Make" slug: "make-integrations" description: "Use the Make automation platform to integrate third-party applications from Make, such as CRMs, Helpdesks, and Google apps, with Voiso features such as live Dialer campaigns, SMS, and WhatsApp." tags: ["calling list", "leads", "integration", "automation", "WhatsApp", "contacts", "CRM", "SMS", "zapier"] updated: 2025-09-23T13:38:42Z published: 2025-09-23T13:38:42Z canonical: "docs.voiso.com/make-integrations" --- > ## Documentation Index > Fetch the complete documentation index at: https://docs.voiso.com/llms.txt > Use this file to discover all available pages before exploring further. # Make.com integrations **Who should read this article**: Administrators, Supervisors Use the Make automation platform to integrate third-party applications from Make, such as CRMs, Helpdesks, and Google apps, with Voiso features such as live Dialer campaigns, SMS, and WhatsApp. ## Benefits of using the Voiso Make integration app Most businesses have processes and workflows that involve multiple applications. It takes a lot of time and know-how to develop in-house applications that leverage the APIs of different apps to accomplish business goals. Make already has integrations for thousands of applications. That means you can integrate many Voiso features into your business workflow without knowing how to write code. While Voiso has native integrations with many popular and niche CRM and HelpDesk applications, you might use an app that does not yet have a native integration. If your favorite app is available on Make, you can easily integrate Voiso with the app by creating a new Scenario. Tip Search Make.com for a list of supported CRMs here: [Verified Apps](https://www.make.com/en/integrations?community=1&verified=1&search=crm) ## Make Scenarios The [Make automation platform](https://www.make.com/en/product) takes advantage of applications that have application programming interfaces (APIs) to let Make users connect applications and make them work together. For example, you can use Make to monitor your CRM and add new leads to your Voiso [Dialer campaign](/v1/docs/outbound-dialer-campaigns-overview). Automations that you create in Make are called **Scenarios**. A Scenario is created using a simple click and menu driven interface. Click to choose the apps you want to integrate, make menu selections based on the content available from the apps and link them into a string of triggers and actions. Scenario are easy to create on the [Make website](https://www.make.com): 1. Login to make.com. 2. Navigate to your organization, then click **Create a new scenario**. 3. Specify a **trigger** from another application. 4. Select a Voiso **action**. 5. Configure the input and output parameters for the Voiso trigger. For example, when a new lead is added to your CRM (the trigger) or Google spreadsheet, the Voiso Integration app on Make can add the lead to a live Dialer campaign. You can also monitor Voiso triggers, such as **Call Answered** or **Call Ended**, and create an action in your CRM. ![Make Voiso App Types](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Make%20Voiso%20App%20Types.png) The following Voiso features are available to create **triggers** in Scenarios: - [Trigger an action when a call is answered](/v1/docs/make-integrations#trigger-an-action-when-a-call-is-answered) - [Trigger an action when a call ends](/v1/docs/make-integrations#trigger-an-action-when-a-call-ends) The following Voiso features are available to create **actions** in Scenarios: - [Send an SMS to a contact](/v1/docs/make-integrations#send-an-sms-message) - [Send a WhatsApp template to a contact](/v1/docs/make-integrations#send-a-whatsapp-message) - [Add a contact to a live Dialer campaign](/v1/docs/make-integrations#creating-a-calling-list-integration-scenario) ## Voiso Integration app To access the Voiso Integration app on Make, login to your [https://www.make.com](https://www.make.com) account, then click this [link](https://www.make.com/en/hq/app-invitation/bde91e24baef03c254210118460341ef) or paste it into your browser. ## Trigger an action when a call is answered Use the Voiso **Call answered** integration to trigger actions when a call is answered. It functions the same as the Voiso [Call Notify webhook](https://developers.voiso.com/#/rest/webhooks/call-notify/call-notify). This integration provides the following data that you can use in your action: | Name | Parameter | Description | | --- | --- | --- | | Callcenter Name | `callcenter` | The [name](https://developers.voiso.com/#/rest/getting-started/base-url) of your contact center. | | Call type | `type` | The type of the interaction: `inbound`, `outbound`, or `dialer` | | Call UUID | `uuid` | The unique identifier of the interaction from the [Call Detail Record](/v1/docs/cdr-search-results). | | Agent extension | `agent_extension` | The contact center extension of the agent specified in the [user profile](/v1/docs/users-users). | | Agent name | `agent_name` | The name of the agent specified in the [user profile](/v1/docs/users-users). | | Agent email | `agent_email` | The agent's contact center sign-in email address specified in the [user profile](/v1/docs/users-users). | | Agent ID | `agent_id` | The optional **Employee ID** parameter specified in the [user profile](/v1/docs/users-users). | | Queue name | `queue_name` | For inbound interactions, the name of the [queue](/v1/docs/inbound-queues) that routed the call. | | Script name | `script_name` | For inbound interactions, the name of the script or [flow](/v1/docs/inbound-flows) that routed the call. | | Call start time | `call_start_time` | The timestamp of when the call started. | | Agent start time | `agent_start_time` | The timestamp of when the agent joined the call. | | ANI | `ani` | The phone number of the person who initiated the call. | | DNIS | `dnis` | The phone number that was dialed to initiate the call. | Here is an example of the data structure: ``` { "callcenter": "client_name", "type": "inbound", "uuid": "07771c38-c159-4965-a878-be0162118b2b", "agent_extension": "111", "agent_name": "John Smith", "agent_email": "john@gmail.com", "agent_id": 1, "queue_name": "Inbound queue name", "script_name": "Inbound script name", "call_start_time": 1630664544.661, "agent_start_time": 1630664545.123, "ani": "443336006114", "dnis": "18885658889" } ``` ### Call Answered Trigger Set up the Call Answered trigger Scenario by following these steps: 1. Log in to Make and navigate to your organization home. 2. Click **Create a new scenario**. 3. On the **New Scenario** page, click "**+**". 4. Use **Search applications** to find and select the Voiso Integration app. 5. Click **Call Answered**. 6. Create a new webhook by clicking **Add** in the **Webhook** panel. You need the webhook URL for your scenario, click **Copy address to clipboard**. ![Make Create Call Answered Add Webhook](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Make%20Create%20Call%20Answered%20Add%20Webhook.png) 7. Click **OK** to save the webhook. 8. In your contact center, navigate to **Administration > Webhooks**. 1. Enter a name for your webhook. 2. Paste the webhook URL into the **Endpoint URL** field. 3. Select **inbound.call.answered**. 4. Save your changes. 9. Return to Make and click **Add another module** to add the application that is triggered when a call is answered. For example, you could add your CRM or a Google Sheet. Use the parameters from the **Call Answered** webhook to populate your application. For example you can map the parameters to create or update a record in your CRM, spreadsheet, or database. ![Make Create Call Answered Associate Parameters](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Make%20Create%20Call%20Answered%20Associate%20Parameters.png) 10. Save and test your Scenario and then turn it on to begin automatically updating your CRM, Helpdesk, or spreadsheet with call information each time a call is answered. ## Trigger an action when a call ends Use the Voiso **Call ended** integration to trigger actions when a call ends. It functions the same as the Voiso [Call Outcome Logging webhook](https://developers.voiso.com/#/rest/webhooks/call-outcome-logging/call-outcome-logging). This integration provides the following data that you can use in your action: | Name | Parameter | Description | | --- | --- | --- | | Call UUID | `uuid` | The unique identifier of the interaction from the [Call Detail Record](/v1/docs/cdr-search-results). | | Agent extension | `agent_extension` | The contact center extension of the agent specified in the [user profile](/v1/docs/users-users). | | Call start time | `call_start_time` | The timestamp of when the call started. | | Call end time | `call_start_time` | The timestamp of when the call ended. | | Call duration in seconds | `duration` | The duration of the call in seconds. | | Call type | `type` | The type of the interaction: `inbound`, `outbound`, `dialer`, `callback`, or `outbound_sms` | | Call disposition | `disposition` | The [outcome](/v1/docs/disposition-codes) of the call: `answered`, `failed`, `busy`, `no_answer`, `missed`, `abandoned`, `rejected`, `dialer_abandoned`, `system_abandoned`, `answered_by_VM`, `system_reject`, or `machine_answered` | | ANI | `ani` | The phone number of the person who initiated the call. | | DNIS | `dnis` | The phone number that was dialed to initiate the call. | Here is an example of the data structure: ``` { "uuid": "07771c38-c159-4965-a878-be0162118b2b", "agent_extension": "111", "start_time": 1630664544.661, "end_time": 1630664575.994, "type": "callback", "duration": 31.333, "disposition": "answered", "ani": "443336006114", "dnis": "18885658889" } ``` ### Call Ended Trigger Set up the Call Ended trigger Scenario by following these steps: 1. Log in to Make and navigate to your organization home. 2. Click **Create a new scenario**. 3. On the **New Scenario** page, click "**+**". 4. Use **Search applications** to find and select the Voiso Integration app. 5. Click **Call Ended**. 6. Create a new webhook by clicking **Add** in the **Webhook** panel. You need the webhook URL for your scenario, click **Copy address to clipboard**. ![Make Create Call Ended Add Webhook](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Make%20Create%20Call%20Ended%20Add%20Webhook.png) 7. Click **OK** to save the webhook. 8. In your contact center, navigate to **Administration > System settings**. Scroll down to the **CALL OUTCOME LOGGIN** section and click **Enable**. Paste the webhook URL into the **URL** field. Save your changes. ![Make Create Call Ended Webhook CALL OUTCOME LOGGING](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Make%20Create%20Call%20Ended%20Webhook%20CALL%20OUTCOME%20LOGGING.png) 9. Return to Make and click **Add another module** to add the application that is triggered when a call is ended. For example, you could add your CRM or a Google Sheet. Use the parameters from the **Call Ended** webhook to populate your application. For example you can map the parameters to create or update a record in your CRM, spreadsheet, or database. ![Make Create Call Ended Associate Parameters](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Make%20Create%20Call%20Ended%20Associate%20Parameters.png) 10. Save and test your Scenario and then turn it on to begin automatically updating your CRM, Helpdesk, or spreadsheet with call information each time a call is ended. ## Send an SMS message Use the Voiso **Send SMS** integration to create a Scenario that automatically sends an SMS to a phone number. For example: - automatically send a welcome SMS every time you add a contact to your CRM - notify a contact about an order that is ready for pickup - confirm a scheduled event - send automatic appointment reminders - deliver a summary after a voice call ends Important You must have at least one [SenderID configured](/v1/docs/administration-sender-id-groups) for your contact center. Important You can send up to 20 SMS messages to a specific number per day. ### SMS Action Set up the Send SMS action by following these steps: 1. Log in to Make and navigate to your organization home. 2. Click **Create a new scenario**. 3. On the **New Scenario** page, click "**+**". 4. Use **Search applications** to find and select the Voiso Integration app. 5. Click **Send SMS**. 6. If you have not previously set up a connection to your contact center, the **Connection** panel is displayed. Click **Create a connection**. Provide the following parameters, then click **Save**: 1. Give your connection a name. 2. Specify your [cluster ID](https://developers.voiso.com/#/rest/getting-started/base-url). 3. Provide your [contact center API key](https://developers.voiso.com/#/rest/getting-started/authentication) 7. The **Send SMS** panel is displayed. You can change the connection by clicking **Add**. Add the following parameters: 1. **Agent Extension**: The phone extension of the agent or [user account](/v1/docs/users-users) who is sending the SMS. 2. **Phone Number**: The phone number of the recipient. This can be extracted from a CRM, a spreadsheet, a HelpDesk app, or another triggering source. 3. **SMS Text**: The body of the SMS. You can manually enter the text or extract it from the triggering source. 4. **Sender Identifier**: Select a [Sender ID](/v1/docs/administration-sender-id-groups) from your contact center; otherwise, a Sender ID from the **Default** group is used. 5. **Source**: The name of the sending application, such as the name of your CRM. 6. **Account ID**: The third-party application account ID of the contact associated with the recipient's phone number. You can manually enter the text or extract it from the triggering source. 8. Test your Scenario and then turn it on to begin automatically sending SMS to your contacts. [Video](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Make%20Create%20Send%20SMS%20Standalone%20Masked.mp4) ### Try it yourself! It's easy to create an SMS list in Google Sheets. 1. From your Google account, click the Apps icon, then select **Sheets**. ![Zapier Google Apps Google Sheets](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Zapier%20Google%20Apps%20Google%20Sheets.png) 2. Click **Blank** to create a new spreadsheet. Alternatively, you can import a spreadsheet or CSV from your computer. See below for a sample CSV file of contacts for a Google Sheet integration. 3. The Voiso Make integration requires SMS information in multiple columns: 1. **Agent Extension**: The contact center extension number of the agent who is the sender of the SMS. This can be obtained from the agent's [user page](/v1/docs/users-users). 2. **Phone Number**: The phone number in E.164 format of the SMS recipient. 3. **SMS Body**: The text to be sent as an SMS. 4. **Call center SenderID**: A valid sender ID from your contact center. 5. **Source**: (optional) The name of a CRM or other application that is the source of the contact or lead. 6. **Account ID** (optional) The account ID of the contact in the CRM or other application. 4. Log in to Make and navigate to your organization home. 5. Click **Create a new scenario**. 6. On the **New Scenario** page, click "**+**". 7. Use **Search applications** to find and select the **Google Sheets** app. 8. Choose a trigger, such as **Watch new rows**. 9. Connect the app to your Google drive then specify the parameters of your sheet. Set the **Limit** to **1** to process each new row individually. 10. Add the Voiso SMS action as described in [/v1/docs/make-integrations#sms-action](/v1/docs/make-integrations#sms-action) above. 11. When you activate the Voiso/Google Sheet Scenario, each time you update the spreadsheet, the Voiso Make **Send SMS** integration sends an SMS to the recipients you specify. [Video](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Make%20Create%20Send%20SMS%20Google%20Sheet.mp4) [Make Scenario SMS list - Sheet1.csv](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Make%20Scenario%20SMS%20list%20-%20Sheet1.csv) ## Send a WhatsApp template Use the Voiso Make **Send WhatsApp Template** integration to create a Scenario that automatically sends a WhatsApp template to a phone number. For example: - automatically send account updates or other sensitive information - send order confirmations, shipping updates, and delivery notifications - provide summaries of customer support inquiries - deliver special offers and promotions - provide appointment reminders - send transaction, balance, and security alerts - send special event invitations Important You can only send pre-approved [WhatsApp templates](/v1/docs/omnichannel-whatsapp#creating-a-whatsapp-message-template) that are available in your Voiso contact center. ### CRM Trigger This example demonstrates creating a Scenario that monitors a CRM for a specific trigger, such as the addition of a new contact. Start a new Scenario by clicking **Create a new scenario**. Set up a module to monitor your CRM for changes, such as adding a new contact or updating a record. ### WhatsApp Action With your [CRM trigger](/v1/docs/make-integrations#crm-trigger) prepared, add the Voiso app as a new module: 1. Set up or specify a connection to your Voiso contact center (See **[SMS action](/v1/docs/make-integrations#sms-action)**) in the **Connection** field. 2. In the **Recipient Phone Number** field specify the phone number field of the new contact created in your CRM. This number can be extracted from a CRM, a spreadsheet, a HelpDesk app, or other triggering source. 3. In the **Template** field select the name of an approved WhatsApp template. You can use the [List Temaplate API](https://developers.voiso.com/#/rest/api-endpoints/whats-app/list-templates) to obtain the template names. 4. In the **From number** field, enter the [WhatsApp channel name](/v1/docs/administration-system-settings#digital-channels). 5. In the **Agent Extension** enter the extension of the agent or [user account](/v1/docs/users-users) who is handling the message response. Leave empty to automatically archive the message after sending. 6. **Account ID**: The third-party application account ID of the contact associated with the recipient's phone number. 7. Test your Scenario and then turn it on to begin automatically sending WhatApp messages to your contacts. ![Make Create Send WhatsApp Salesforce](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Make%20Create%20Send%20WhatsApp%20Salesforce.png) ## Creating a calling list integration Scenario The following is an example of creating a Scenario that adds leads (contacts) to a live Dialer campaign. Not all businesses use a CRM or HelpDesk to build a list of contacts. In this example, the list of contacts is maintained in a spreadsheet; however, if you use a CRM or HelpDesk to build a list of leads, the principles in this example still apply: whenever a new lead is added (the triggering event), the Voiso Integration app updates the calling list of a live Dialer campaign (the action). 1. Create a live Dialer campaign in Voiso. 1. From the Voiso main menu, navigate to **Outbound > Dialer campaigns**. 2. Click **Add Dialer campaign**. 3. Name your campaign and set up the [campaign parameters](/v1/docs/outbound-dialer-adding-a-new-campaign). 4. Click **Live Campaign**. 5. Click **Save**. ![Zapier Add Campaign Page Click Live Campaign](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Zapier%20Add%20Campaign%20Page%20Click%20Live%20Campaign.png) 2. Log in to Make and navigate to your organization home. 3. Click **Create a new scenario**. 4. On the **New Scenario** page, click "**+**". 5. Use **Search applications** to find and select the **Google Sheets** app. 6. Choose a trigger, such as **Watch new rows**. 7. Connect the app to your Google drive then specify the parameters of your sheet. Set the **Limit** between **1** and **1000**. 8. Click **Add another module**, then use the search to find the Voiso app. 9. Select **Add Contact to a Live Campaign**. 10. Enter the **Campaign ID** (this can be obtained from the **[Campaigns](/v1/docs/outbound-dialer-campaigns-view)** page. 11. For the other fields, specify the corresponding columns from your Google sheet or other contact source. 12. When you activate the Voiso/Google Sheet Scenario, each time you update the spreadsheet, the Voiso Make **Add Contact to a Live Campaign** integration adds up to 1000 contacts to your live campaign. [Video](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Make%20Create%20Live%20Campaign%20List%20Google%20Sheet.mp4) See below for a sample CSV file of contacts for a Google Sheet integration. [My Campaign list - Sheet1.csv](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/My%20Campaign%20list%20-%20Sheet1.csv) A Voiso tool that automatically dials numbers for outbound calling campaigns. You can choose different strategies to tune the dialing rate to accommodate the number of available agents or your real-time campaign metrics. Dialer enables you to either integrate your CRM to generate a calling list or to import one from a CSV. Use Dialer to ensure that contacts are called only at certain times of the day in their local timezone. Automatic Number Identification. A service that transmits the phone number of the caller for rapid contact identification. Also referred to as Calling Line Identification (CLID) or Caller ID (CID). Dialed Number Interaction Services. The dialed number associated with a call (the called number). Comma-Separated Values. A data file format where the content is structured in tabular form. Fields (data values) are separated by commas. Rows (records) are separated by line feeds. Voiso supports UTF-8 format for CSV files. CSV files allow interchange of data between spreadsheet applications, text files, and database. It is a common format for importing and exporting data. Each row represents a record. Each value represents an attribute. An international standard that specifies the format for phone numbers. In E.164 format, a phone number consists of a country code, a national destination code, and a subscriber number. The E.164 format eliminates additional characters or symbols like parentheses, dashes, or spaces, providing a globally recognized structure for telephone numbers. Refer to https://www.itu.int/rec/T-REC-E.164 ## Related - [How to start sending SMS](/how-to-start-sending-sms.md) - [WhatsApp](/omnichannel-whatsapp.md) - [CRM integration overview](/crm-integration-overview.md) - [Developer Portal and APIs](/developers-portal-and-apis.md)