CRM Field Mapping Guide (SmartAdvocate + LawRuler)

CRM Field Mapping sends campaign answers between Kayse and your CRM so your team does not have to copy the same intake data by hand.

Purpose

During a Kayse campaign call, a client answers intake questions.

Those answers can be mapped to CRM fields so they are written into the case automatically.

If your CRM updates a mapped field later, Kayse can also sync that value back into the case.

What CRM Field Mapping Does

Field mapping connects a Kayse custom field to a specific SmartAdvocate UDF or LawRuler field.

Once the mapping is saved:

• Kayse can send campaign answers to the mapped CRM field
• Kayse can receive CRM updates for the same mapped field
• Your firm can keep company-wide defaults and override them only when a campaign needs something different

Common Use Cases

Intake answers go to your CRM automatically

A client answers intake questions during a Kayse campaign call.

Examples include:

• address
• date of injury
• insurance information

When those Kayse fields are mapped, the answers are written to the correct CRM fields automatically.

CRM updates sync back into Kayse

A staff member updates a mapped field in SmartAdvocate or LawRuler.

Kayse receives that update and keeps the case aligned without manual re-entry.

One campaign needs different CRM fields

Your firm may have company-wide default mappings for one case type, but a specific campaign may need different destination fields.

In that case, you can keep the company default and add campaign-level overrides only where needed.

No CRM connected

If no CRM is connected, Kayse still stores the answers as Kayse custom fields for reporting and case management.

Where to Set It Up

A) Connect your CRM

Go to:

Settings -> Integrations -> SmartAdvocate

or

Settings -> Integrations -> LawRuler

Turn on:

• Enable integration
• Receive data from CRM
• Send mapped fields to CRM

If these settings are off, field syncing will not run.

B) Set your firm's default field mappings

Go to:

Settings -> Integrations -> SmartAdvocate (or LawRuler), then select the CRM Mappings tab.

Then:

1. Select your case type
2. Match each Kayse custom field to the correct CRM field
3. Click Save

In SmartAdvocate, these destination fields are called UDFs (User Defined Fields).

When SmartAdvocate provides a Short Name for a UDF, Kayse shows that label first in the mapping picker so the field list more closely matches what your team sees in SmartAdvocate.

These mappings apply to all campaigns by default.

Auto-Map suggestions

Kayse can suggest default mappings for the selected CRM and case type.

Use Auto-Map after the CRM fields finish loading on the CRM Mappings tab.

Kayse compares:

• Kayse custom field keys assigned to that case type
• live SmartAdvocate UDF names or LawRuler question labels

This is especially useful when the CRM field text is written as a full prompt or sentence instead of a short field key.

Kayse only auto-adds high-confidence suggestions. If a field is ambiguous, Kayse leaves it unmapped so your team can review it manually.

C) Select CRM scope on a campaign

Go to:

AI Campaigns -> Create/Edit -> Step 1 (Settings)

Select:

• CRM type
• case type

These values determine which mapping rules the campaign uses.

D) Map each task question

Go to:

Campaigns -> Create/Edit -> Step 2 (Tasks)

Open a task and use Map to this field to connect the task question to a Kayse custom field.

Kayse will show the CRM field that matches your saved default mapping.

If the campaign needs a different destination, you can add a campaign-specific override.

If the selected field does not match the campaign case type, Kayse clears it and shows a warning.

E) Set post-call outcomes

Go to:

Campaigns -> Workflows

Set the outcomes you want to trigger after the call, such as successful, unsuccessful, converted, or disqualified.

Those outcomes can trigger workflows, CRM status updates, and other follow-up actions.

How It Works Day to Day

1. A client receives a call and answers intake questions.
2. Kayse stores each answer in a Kayse custom field.
3. If that field is mapped, Kayse sends the answer to the matching CRM field.
4. After the call, workflows and outcomes continue to run.
5. If the CRM later updates a mapped field, Kayse syncs that update back into the case.

Built-In Safeguards

• Only mapped fields are synced
• unchanged values are ignored
• update loops are prevented
• incompatible campaign overrides are cleared automatically

Troubleshooting

Task answers are not appearing in my CRM

Check that:

• Send mapped fields to CRM is enabled
• the campaign has a CRM type and case type selected
• the task question maps to a Kayse field that has a saved CRM mapping

CRM updates are not showing up in Kayse

Check that:

• Receive data from CRM is enabled
• the CRM field is part of a saved mapping

For LawRuler, also confirm the inbound payload includes the mapped field.

I see "No custom fields available for this case type"

This refers to Kayse custom fields, not CRM fields.

Assign at least one custom field to that case type, then return to CRM Mappings.

My campaign overrides disappeared

This is expected if you changed the campaign case type.

Overrides for the old case type are removed automatically, and you can re-add them after selecting the final case type.

I cannot see CRM fields on a task

Make sure:

• the CRM integration is connected
• CRM type and case type are selected in Step 1
• default mappings are saved in CRM Mappings

Summary

CRM Field Mapping keeps Kayse and your CRM aligned automatically.

It helps your team avoid manual data entry, keeps updates in sync, and now supports high-confidence Auto-Map suggestions for CRM fields that use longer labels or sentence-style prompts.