Integrations
XPM integration FAQs
Frequently asked questions about our XPM integration.
FAQs
Can I connect two XPM Practices to Cradle?
At the moment we only integrate with one XPM Practice at a time.
How do I open XPM when I'm in a call?
Once you have answered a call, click on the caller's name to launch XPM directly to that client (Cradle desktop app only)
Can I see call information in XPM?
If call timesheets are switched on, Cradle logs each answered call as a time entry against an XPM job. Otherwise, we pull client phone number details from XPM into Cradle. An administrator can turn timesheets on from the integrations page.
Can I choose which client a call's time is logged against?
Yes, in the Cradle desktop app, when call timesheets are on. A call from someone matched to an XPM contact shows a Time control under the caller's name. Pick the caller's own client, another client in the same XPM client group, or No time. You can change it during the call and in wrap-up; after that it's fixed.
The call matched the wrong person, or nobody. Can I still log the time?
Turn on Log time against any XPM client in the desktop app's Contacts settings. It's off by default and only shows while XPM is connected. The Time control then offers Search for an XPM client, so you can find the right client yourself.
Can I log time to a client group?
Booking to a whole client group is switched on per organisation by Cradle. Ask our support team to turn it on.
Why don't I see my other contacts in the Time control?
Only XPM clients are offered there, because the time is logged in XPM.
What happens to calls that don't match a client?
If you've set a default client for internal work in your XPM timesheet settings, those calls are booked against that client. If you haven't, they're left unlogged. This covers internal calls and unrecognised numbers.
Can I choose which client a call's time goes to?
Yes. In the Cradle desktop app (26.10.1 and later), use the Time row on the call or at wrap-up to pick the client, or Don't book time. See Setting up the XPM integration for how the list works and how to search every XPM client.
The caller's client is in an XPM client group. Which client is the call booked to?
The caller's own client, unless an administrator has switched on Book to the group's billing client. Then it's booked to the client the group is invoiced through. Choosing a client in the app's Time row always wins.
How long will it take my contacts to go from XPM to Cradle?
When you first connect Cradle to XPM, you will need to manually sync your contacts to the desktop app by going to Settings ⚙> Sync Contacts.
After the first sync your contacts will sync every 24 hours or every time your start the Cradle app, whichever happens first.
How do I disconnect Cradle from XPM?
To disconnect, visit the integrations page in Cradle and click Disconnect. More information is available on our help site, including step by step instructions. You can also disconnect from within XPM.
If I disconnect XPM do you delete XPM contacts from Cradle?
Yes, client contact data is removed when you disconnect.