Cradle

Integrations

Disconnecting FYI

How to disconnect the FYI integration, what happens to your existing notes, and what to expect if you reconnect later.

If you need to stop Cradle from logging calls and SMS to FYI, or you're moving to a different FYI account, you can disconnect the integration from the admin portal.

How to disconnect

  1. Sign in to the admin portal at admin.cradle.io.
  2. Open Integrations.
  3. Open the FYI integration and choose the disconnect option.

If you can't see a disconnect option, you may not have admin access to your Cradle account. Ask whoever set Cradle up for your organisation to do this for you.

What happens when you disconnect

  • Existing notes stay where they are. Call notes and SMS notes that Cradle already created on FYI clients aren't removed. They stay on the FYI client.
  • New calls stop logging to FYI. From the moment you disconnect, calls made or received in Cradle won't be written to FYI client records.
  • SMS conversations stop logging too. New Cradle SMS sent or received while disconnected won't be added to the FYI client note.
  • Client lookups stop using FYI. Cradle won't pull client details from FYI to show on incoming calls. If FYI was the only source for a particular client, the caller will come through as just a phone number until you reconnect or add them to another connected system.

If you reconnect later

You can reconnect any time from the same admin portal page. After reconnecting:

  • New calls and SMS log to FYI again from that point forward.
  • Cradle starts syncing clients from FYI again. FYI sync runs once a day, so it can take up to 24 hours for newly added FYI clients to appear in Cradle, unless an admin triggers a resync from the integration settings.
  • Calls and messages that happened during the disconnected period won't be backfilled. They stayed in your Cradle call log but won't appear on the FYI client retroactively.

If your integration was knocked offline by a permissions change on the FYI side (rather than you choosing to disconnect), see Reconnecting after a permissions change.

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