When enabled, Abby can log call and chat activity into Clio as either Communications or Notes associated with the correct contact.
What Information Can Sync
The integration can sync several types of communication records from Abby Connect.
These records can be logged in Clio as either Communications or Notes, depending on your configuration.
Supported activity types include:
Incoming Call Records
Logs inbound call activity including:
start time
end time
caller name
caller phone number
transfer recipient name
transfer recipient number
call transcription
call summary
call sentiment
message body
Outgoing Call Records
Outgoing call syncing applies to Human Receptionist service only (AI receptionist does not place outbound calls)
Outgoing call records may include:
start time
end time
number dialed
caller phone number
transfer recipient name
transfer recipient number
message body
Live Chat Records
Chat interactions handled by Abby receptionists can also be synced to Clio, including:
chat transcripts
participant information
chat summaries
How Contact Matching Works
When Abby sends activity to Clio Manage, the integration attempts to match the interaction to an existing contact.
You can choose one of two matching rules:
Email Only
Abby searches Clio for a contact with a matching email address.
If no match is found, a new contact is created.
Email and Phone
Abby first searches for a contact with a matching email address.
If no match is found, Abby searches for a contact with a matching phone number.
If neither match exists, a new contact is created.
Updating Contact Information
When a matching contact is found, Abby can optionally update certain contact fields.
Fields are only updated if the field in Clio is currently blank.
Supported update fields include:
first name
last name
phone number
email address
This helps keep contact records up to date without overwriting existing data.
Controlling Which Calls Sync
Not every call needs to be logged in Clio. Abby allows you to control syncing based on call type.
For example, you may want to sync:
new client calls
existing client calls
but ignore:
spam calls
solicitors
Integration settings can be configured differently for each call type.
AI Receptionist Integration Rules
For AI Receptionist services, call syncing is configured within the AI call handling flow.
To configure syncing for an AI call type:
Navigate to AI Receptionist Flow
Open AI Receptionist Call Handling
Go to Advanced Setup
Select the call type you want to configure
Toggle the Clio Manage integration
Choose whether to log the activity as a Communication or Note
Select whether contacts should be:
Added
Updated
Added & Updated
This allows you to control which AI interactions are recorded in Clio.
Human Receptionist Integration Rules
For Human Receptionist services, integration rules are configured within the Message Form settings.
Because integrations rely on call types, your message form must include a Type of Call dropdown field.
Each dropdown value can be configured separately.
For example:
Type of Call
New Client
Current Client
Billing
General Inquiry
You can enable the Clio integration for specific dropdown values and choose whether the integration should:
log incoming calls
log outgoing calls
add contacts
update contacts
If you need help configuring message form integrations, the Abby Connect support team can assist.
Related Article
For step-by-step setup instructions, see: