Sync data between CallHub and PDI

Want to know what actually lands back in PDI once your agents start working a campaign? Here's what syncs automatically, and how to turn on texting-activity flags for a Peer-to-Peer campaign. This article is for campaign managers with PDI connected. 

Before you start

• Connect PDI to CallHub first, and make sure your survey questions have an Answer ID Flag and Code (see Use PDI survey questions in a Call Center campaign).
• A contact's canvasser name only syncs to PDI when the agent's email address is identical in both CallHub and PDI. 

Turn on texting-activity sync for a P2P campaign

1. In your Peer-to-Peer Texting campaign setup, select Sync Text History in PDI.

2. Check Add "Text sent" when a text is sent to a contact and Add "Text Reply" when a reply is received, as needed. 

   

Both are recorded as Flags in the contact field section in PDI.

What syncs back to PDI

After your agents save calls, PDI shows each contact's Flag ID (their response), the survey question, the acquisition type, the agent's name, and the date.

Notes & limits

⚠ If a survey question is deleted in PDI, responses already collected against it are not synced, and there's no way to push them manually afterward. Confirm your selected questions and acquisition type still exist in PDI before you launch a campaign.

ⓘ The canvasser's name syncs only when the agent's email address is identical in CallHub and PDI. Set agents up with matching emails in both systems if you want their names to appear on synced responses.

ⓘ PDI doesn't support tags, so any CallHub tags stay in CallHub only.

ⓘ Agents can update contact information only for contacts in the People Universe. Updates made in CallHub overwrite the existing information in PDI.

FAQs

Why is the agent's name missing on a synced response in PDI? 
The agent's email in CallHub doesn't match their email in PDI. The emails must be identical for the canvasser name to sync.

What happens if I delete a survey question in PDI after collecting responses? 
Those responses stop syncing, and you can't push them to PDI manually afterward. Keep the question in PDI if you still need its data to sync.

Can I sync my CallHub tags to PDI? 
No. PDI doesn't support tags, so they remain CallHub-only.

If an agent updates a contact's info in CallHub, does it change in PDI too? 
Yes, but only for contacts in the People Universe, and the CallHub version overwrites what's in PDI.