Connector Setup Guide

PILLAR connects to your revenue stack to build a unified scoring and intelligence layer. This guide walks you through connecting every supported data source.

How Data Gets Into PILLAR

PILLAR ingests data through three mechanisms:

OAuth Connectors — For CRMs, email/calendar, and select tools. You authorize PILLAR once, and data flows automatically on a recurring schedule.
API Key Connectors — For product analytics, support ticketing, and NPS tools. You provide an API key or token, and PILLAR pulls data on a schedule.
CSV Import — For data not available via API (e.g., seat counts, utilization metrics). Upload a file and PILLAR maps columns to fields.

Sync Cadence

Connector Type	Default Cadence	Configurable
CRM (Salesforce, HubSpot, Dynamics 365)	Every 15 minutes (incremental)	Yes — can be set to 5, 15, 30, or 60 minutes
Email & Calendar (Google Workspace, Microsoft 365)	Every 5 minutes	No
Product Usage Tools	Every 60 minutes	Yes — can be set to 15, 30, or 60 minutes
Support Ticketing	Every 30 minutes	Yes
NPS / Sentiment	Every 60 minutes	Yes
Call Intelligence (Gong)	Every 4 hours	No
CSV Import	Manual upload	N/A

The Field Mapping UI

After connecting any data source, PILLAR auto-discovers the available fields and maps them to PILLAR’s canonical data model. You can review and customize mappings via Settings > Integrations > Field Mapping on any connector card.

Field Mapping Reference

See all 126+ fields PILLAR can ingest, with default CRM field names for Salesforce and HubSpot

CRM Connectors

CRM connectors are the foundation of PILLAR. They provide the core data for accounts, contacts, opportunities, leads, and contracts.

Salesforce
HubSpot
Dynamics 365

What You’ll Need

A Salesforce org with API access enabled
A Salesforce user with at least Read access to Account, Contact, Opportunity, Lead, and (optionally) Contract and Case objects
Admin permissions in PILLAR to configure connectors

PILLAR uses OAuth 2.0 with the Salesforce Connected App flow. No passwords or security tokens are stored — only the OAuth refresh token. Your Salesforce admin may need to pre-authorize the PILLAR Connected App in Setup > App Manager.

Steps to Connect

In PILLAR, navigate to Settings > Integrations.
Click Connect on the Salesforce card.
You will be redirected to Salesforce’s OAuth consent screen. Log in with your Salesforce credentials and click Allow.
PILLAR auto-discovers your org’s schema and maps fields. The initial sync begins immediately.
Review the auto-mapped fields by clicking Field Mapping on the connector card. Fix any unmapped required fields.

What Syncs

CRM Object	PILLAR Table	Key Fields
Account	`accounts`	Name, ARR, Segment, Industry, State, Owner
Contact	`contacts`	Name, Email, Title, Account ID, Buying Role
Opportunity	`opportunities`	Name, Amount, Stage, Close Date, Account ID
Lead	`leads`	Name, Email, Company, Status, Lead Score
Contract	`contracts`	Account ID, Start Date, End Date, Value, Status
Case	`support_ticket_snapshots`	Account ID, Subject, Status, Priority, Severity

Score Write-Back

PILLAR pushes computed scores back to Salesforce as custom fields on the Account object:

PILLAR Score	Salesforce Field	Type
Health Score (0-100)	`PILLAR_Health_Score__c`	Number
Risk Score (0-100)	`PILLAR_Risk_Score__c`	Number
Priority Score (0-100)	`PILLAR_Priority_Score__c`	Number

You must create these three custom Number fields on the Account object in Salesforce before enabling write-back. Go to Setup > Object Manager > Account > Fields & Relationships > New to create each field.

How It Feeds Scoring

Account Health Score — Uses ARR, engagement signals, support burden, product usage, and NPS data from the account
Pipeline Hygiene — Evaluates opportunities for missing next steps, stale deals, close date pushes, and unidentified economic buyers
Renewal Risk — Uses contract end dates, support ticket severity, NPS trends, and engagement decay
ICP Fit — Scores accounts against your ideal customer profile using segment, industry, student count, budget, and other firmographic data
Lead Score — Combines fit signals (title, segment, enrollment) with engagement signals (email opens, content downloads, website visits, demo requests)

Common Salesforce CPQ Patterns

Many organizations using Salesforce CPQ or custom quoting workflows store deal values on custom Opportunity fields rather than the standard Amount field. PILLAR’s field mapping UI handles these patterns natively — you just map your CPQ-derived amount field to PILLAR’s canonical amount field during implementation.

If your team uses Salesforce CPQ or a custom quoting workflow, confirm which field holds the deal value before the PILLAR implementation kicks off. Mapping the wrong field will cause weighted pipeline, forecast, and ARR calculations to be incorrect across every dashboard.

Common variants we’ve seen in EdTech organizations:

Pattern	Typical Field API Name	When You’ll See This
Standard Amount	`Amount`	Most Salesforce orgs without CPQ. PILLAR’s default mapping.
Selected Quote Amount	`Amount - Selected Quote` / `SBQQ__SelectedQuoteAmount__c`	Salesforce CPQ with multi-quote workflows. Opportunity.Amount is auto-synced from the active quote.
Proposal Amount	`Proposal_Amount__c` / `Total_Proposal_Value__c`	Orgs with a proposal-approval step separate from the quote.
Quote Amount (Custom)	`Quote_Amount__c` / `Custom_Quote_Amount__c`	Custom-built quoting tools or migrations from legacy CPQ systems.
Annual Contract Value	`Annual_Contract_Value__c` / `ACV__c`	Orgs that want ACV (not TCV) to drive pipeline calculations.
Total Contract Value	`Total_Contract_Value__c` / `TCV__c`	Orgs with multi-year deals where the full contract value lives on Opp.

How to Decide Which Field to Map

Ask your Salesforce admin these three questions:

“When a rep creates a quote with the standard CPQ flow, does Opportunity.Amount get updated automatically?” If yes, map Amount. If the team instead works off a custom field that drives pipeline reports, map that field.
“Which field do your Salesforce pipeline reports pull for the ‘deal value’ column?” Whatever that field is, map it to PILLAR’s amount. This ensures PILLAR’s pipeline numbers match what your team sees in Salesforce.
“Do your leadership dashboards show ACV or TCV?” Map the field that matches what your exec team reviews. PILLAR’s pipeline and forecast calculations will then speak the same language as your board reports.

Mapping in PILLAR

Once you know the correct field:

Navigate to Settings → Integrations → Salesforce → Field Mapping
Find the amount row under the Opportunity section
Change the CRM Field dropdown from Amount to your CPQ field (e.g. SBQQ__SelectedQuoteAmount__c or Amount - Selected Quote)
Click Save. The next sync will pull the correct values.

PILLAR also supports mapping different amount fields for different Opportunity record types if your org uses record types to distinguish New Business vs Renewal vs Expansion. Reach out to support@pillargtm.com if you need per-record-type amount mappings.

What You’ll Need

A HubSpot account with API access (Professional or Enterprise tier)
Admin permissions in both HubSpot and PILLAR

PILLAR uses HubSpot’s OAuth 2.0 flow. The integration requests scopes for CRM objects (companies, contacts, deals, tickets) and optionally the beta Leads object if your portal has it enabled.

Steps to Connect

In PILLAR, navigate to Settings > Integrations.
Click Connect on the HubSpot card.
You will be redirected to HubSpot’s OAuth consent screen. Select your HubSpot account and click Connect app.
PILLAR auto-discovers your portal’s schema and maps properties. The initial sync begins immediately.
Review the auto-mapped fields by clicking Field Mapping on the connector card.

What Syncs

CRM Object	PILLAR Table	Key Fields
Company	`accounts`	Name, ARR, Segment, Industry, Domain, Owner
Contact	`contacts`	Name (firstname + lastname), Email, Job Title, Associated Company
Deal	`opportunities`	Deal Name, Amount, Stage, Close Date, Associated Company
Contact (legacy lead path)	`leads`	Name, Email, Company, Lifecycle Stage, Lead Score
Leads (beta 0-136 object)	`leads`	Name, Email, Company, Status (if portal has beta enabled)
Ticket	`support_ticket_snapshots`	Account, Subject, Pipeline Stage, Priority

HubSpot does not have a native Contract object yet (it is in private beta as of early 2026). Once it goes GA, PILLAR will auto-discover and map contract properties. In the meantime, contract data can be imported via CSV.

Score Write-Back

PILLAR pushes computed scores back to HubSpot as custom properties on the Company object:

PILLAR Score	HubSpot Property	Type
Health Score (0-100)	`pillar_health_score`	Number
Risk Score (0-100)	`pillar_risk_score`	Number
Priority Score (0-100)	`pillar_priority_score`	Number

Create these three custom Number properties on the Company object in HubSpot before enabling write-back (Settings > Properties > Company properties > Create property).

How It Feeds Scoring

Same scoring pipeline as Salesforce — all CRM data flows into the same canonical PILLAR tables regardless of source CRM. See the Salesforce tab above for details on which scores use which data.

What You’ll Need

A Microsoft Dynamics 365 online org (Sales or Customer Service)
Your Dynamics org URL — typically https://yourorg.crm.dynamics.com
A user with the System Administrator or System Customizer security role (needed for the initial field discovery)
Admin permissions in PILLAR to configure connectors

PILLAR uses Azure AD OAuth 2.0 (multi-tenant) for Dynamics. You will be redirected to Microsoft’s consent screen and asked to authorize PILLAR to access your Dynamics org. No passwords are stored — only the OAuth refresh token.

Steps to Connect

In PILLAR, navigate to Settings > Integrations.
Click Connect on the Dynamics 365 card.
Enter your Dynamics org URL (e.g. https://yourorg.crm.dynamics.com) and click Continue.
You will be redirected to Microsoft’s OAuth consent screen. Log in with your Dynamics credentials and click Accept.
PILLAR auto-discovers your org’s entity schema and maps fields. The initial sync begins immediately.
Review the auto-mapped fields by clicking Field Mapping on the connector card.

What Syncs

Dynamics Entity	PILLAR Table	Key Fields
Account	`accounts`	Name, ARR (`revenue`), Segment, Industry, Owner
Contact	`contacts`	Full Name, Email, Job Title, Account ID
Opportunity	`opportunities`	Name, Est. Revenue, Status, Close Date, Account ID
Lead	`leads`	Full Name, Email, Company Name, Status, Lead Source
Incident (Case)	`support_ticket_snapshots`	Account ID, Title, Status, Priority

Score Write-Back

PILLAR pushes computed scores back to Dynamics as custom fields on the Account entity:

PILLAR Score	Dynamics Field	Type
Health Score (0-100)	`pillar_healthscore`	Integer
Risk Score (0-100)	`pillar_riskscore`	Integer
Priority Score (0-100)	`pillar_priorityscore`	Integer

You must create these three custom Integer fields on the Account entity in Dynamics before enabling write-back. Go to Settings > Customizations > Customize the System > Entities > Account > Fields > New and create each field with the schema name above.

How It Feeds Scoring

Same scoring pipeline as Salesforce and HubSpot — all CRM data normalizes into PILLAR’s canonical tables regardless of source. See the Salesforce tab above for score component details.

Email & Calendar

Email and calendar connectors provide activity-level engagement data that powers the engagement component of Account Health scoring and contact-level engagement scores.

Google Workspace
Microsoft 365 (Outlook)

What You’ll Need

A Google Workspace account (personal Gmail is not supported)
Each user must authorize individually — this is a per-user OAuth flow

PILLAR never reads email body content. Only metadata is captured: sender, recipient, timestamp, and subject line. This data is stored as activities linked to contacts and accounts.

Steps to Connect

Navigate to Settings > Integrations > Email & Calendar.
Click Connect Google Workspace.
Each team member will see a prompt to authorize their individual Google account.
After authorization, email metadata and calendar events begin syncing every 5 minutes.

What Syncs

Data Type	Fields Captured	Used For
Email metadata	Sender, recipient, timestamp, subject line	Contact engagement scoring, activity tracking
Calendar events	Attendees, time, duration	Meeting activity signals, last-meeting-date on opportunities

How It Feeds Scoring

Account Health — Email and meeting frequency contribute to the engagement component. Accounts with declining email/meeting activity trigger engagement decay signals.
Contact Engagement Score — Individual contact engagement scores factor in email response rates and meeting attendance.
Pipeline Hygiene — The last_meeting_date field on opportunities is updated from calendar data, and deals without recent meetings are flagged.

What You’ll Need

A Microsoft 365 (formerly Office 365) account with Outlook enabled
Each user must authorize individually — this is a per-user OAuth flow
Admin permissions in PILLAR to configure connectors

PILLAR never reads email body content. Only metadata is captured: sender, recipient list, timestamp, and subject line. Calendar events capture attendees, time, and duration. No message bodies, attachments, or calendar descriptions are stored.

Steps to Connect

Navigate to Settings > Integrations > Email & Calendar.
Click Connect Microsoft 365.
Each team member will see a prompt to authorize their individual Microsoft account via Azure AD OAuth.
After authorization, Outlook email metadata and calendar events begin syncing every 5 minutes.

What Syncs

Data Type	Fields Captured	Used For
Outlook email metadata	Sender, recipients, timestamp, subject line	Contact engagement scoring, activity tracking
Calendar events	Attendees, start/end time, organizer	Meeting activity signals, last-meeting-date on opportunities

Microsoft 365 and Google Workspace provide identical engagement signal coverage. If your team uses both, PILLAR will merge engagement signals from both sources per contact — whichever sync ran most recently wins.

How It Feeds Scoring

Same engagement signal pipeline as Google Workspace:

Account Health — Outlook and Teams meeting cadence contributes to the engagement component.
Contact Engagement Score — Email response rates and meeting attendance from Outlook.
Pipeline Hygiene — last_meeting_date updated from Outlook Calendar; deals without recent meetings are flagged.

Notifications & Collaboration

PILLAR can push signal alerts, daily digests, and play notifications to your team’s collaboration tools so CSMs and AEs see critical signals where they already work.

Microsoft Teams

What You’ll Need

A Microsoft Teams workspace
Option A (Webhook — simple): An incoming webhook URL configured in your target Teams channel
Option B (Graph API — full): Microsoft 365 admin consent to allow PILLAR to post to channels via Graph API

Option A (incoming webhook) requires no OAuth and can be set up by any Teams channel owner in under 2 minutes. Option B (Graph API) requires an Azure AD admin to grant consent but unlocks a channel picker UI so users can route different alerts to different channels from within PILLAR.

Option A: Incoming Webhook (Recommended for Quick Start)

In Microsoft Teams, open the channel where you want PILLAR alerts.
Click ··· next to the channel name > Connectors > Incoming Webhook > Configure.
Name the webhook (e.g. “PILLAR Alerts”) and click Create.
Copy the webhook URL.
In PILLAR, navigate to Settings > Integrations > Notifications.
Click Configure on the Microsoft Teams card and paste the webhook URL.
Click Test to post a sample Adaptive Card, then Save.

Option B: Graph API (Full Integration)

In PILLAR, navigate to Settings > Integrations > Notifications.
Click Connect Microsoft Teams.
You will be redirected to Microsoft’s OAuth consent screen. An Azure AD admin must accept the permissions (Channel.ReadBasic.All, ChannelMessage.Send, Team.ReadBasic.All).
After consent, PILLAR lists all teams and channels your account has access to.
Select the channels for each alert type: signal alerts, daily digest, and play notifications.
Click Save.

What Gets Sent

Notification Type	Trigger	Card Content
Signal Alert	New critical or high-severity signal	Account name, signal type, ARR at risk, recommended action, link to account
Daily Digest	8 AM (configurable)	Portfolio ARR, at-risk ARR, health score, critical signal count, top 3 actions
Play Activation	Play triggered on an account	Account name, play type, ARR protected, link to account
Renewal Risk Alert	Account crosses risk threshold	Account name, risk score, renewal date, primary risk driver

Adaptive Cards

All Teams notifications use Microsoft Adaptive Cards (v1.4) — they render natively in Teams with structured data, color-coded severity indicators, and View in PILLAR deep-link buttons. No plain-text messages are sent.

Product Usage Tools

Product usage data feeds the adoption and utilization components of Account Health scoring. PILLAR ingests feature usage, session data, and user activity metrics.

What You’ll Need

Pendo API key (found in Pendo > Settings > Subscriptions > App Details)
The Pendo account ID field that maps to your CRM account identifier

Steps to Connect

Navigate to Settings > Integrations > Product Usage.
Click Connect on the Pendo card.
Enter your Pendo API key.
Map the Pendo account identifier to PILLAR’s account lookup field.
Click Save & Test. PILLAR will validate the connection and begin the initial sync.

What Syncs

Data Point	Cadence	PILLAR Field
Feature adoption counts	Every 60 min	`accounts.product_usage_score`
Active user counts	Every 60 min	`accounts.active_users`
Session frequency	Every 60 min	Engagement signals
Feature usage trends	Every 60 min	Expansion readiness scoring

What You’ll Need

Mixpanel API key (Project Settings > Access Keys > API Secret)
Mixpanel API secret
The Mixpanel group key that maps to your CRM account identifier

Steps to Connect

Navigate to Settings > Integrations > Product Usage.
Click Connect on the Mixpanel card.
Enter your API key and API secret.
Map the Mixpanel group key (account-level identifier) to PILLAR’s account lookup field.
Click Save & Test.

What Syncs

Data Point	Cadence	Used For
Event counts by account	Every 60 min	Product usage scoring
Active user counts	Every 60 min	Adoption signals
Feature usage breakdown	Every 60 min	Expansion readiness

What You’ll Need

Amplitude API key (Settings > Projects > your project > API Key)
Amplitude API secret
Region: US or EU (determines the API endpoint)

Steps to Connect

Navigate to Settings > Integrations > Product Usage.
Click Connect on the Amplitude card.
Enter your API key, API secret, and select your region (US or EU).
Map the Amplitude account group to PILLAR’s account lookup field.
Click Save & Test.

What Syncs

Data Point	Cadence	Used For
Active users per account	Every 60 min	Adoption scoring
Event volume trends	Every 60 min	Usage health signals
Feature flag usage	Every 60 min	Expansion readiness

What You’ll Need

Segment API token (Settings > Workspace > Tokens > Create token)
Segment workspace slug

Steps to Connect

Navigate to Settings > Integrations > Product Usage.
Click Connect on the Segment card.
Enter your API token and workspace slug.
Configure which Segment sources PILLAR should read from.
Click Save & Test.

What Syncs

PILLAR reads group-level (account) traits and track events from Segment. Event data is aggregated into usage metrics per account.

Data Point	Cadence	Used For
Group traits (account properties)	Every 60 min	Account enrichment
Track events (aggregated by account)	Every 60 min	Usage scoring
Identify events (user properties)	Every 60 min	Contact enrichment

What You’ll Need

Heap API key (Account > Manage > API Keys)

Steps to Connect

Navigate to Settings > Integrations > Product Usage.
Click Connect on the Heap card.
Enter your Heap API key.
Map the Heap account identifier to PILLAR’s account lookup field.
Click Save & Test.

What Syncs

Data Point	Cadence	Used For
Session counts by account	Every 60 min	Engagement scoring
Event counts by account	Every 60 min	Usage health
User activity metrics	Every 60 min	Adoption signals

What You’ll Need

Mode API token (your Mode profile > API Tokens)
Mode API secret
Mode workspace name
Mode report token (the token from the URL of the report you want PILLAR to read)

Steps to Connect

Navigate to Settings > Integrations > Product Usage.
Click Connect on the Mode card.
Enter your API token, API secret, workspace name, and report token.
Click Save & Test. PILLAR will query the specified report and extract account-level metrics.

What Syncs

Mode is used as a product analytics data warehouse connector. PILLAR runs the specified Mode report and extracts account-level usage metrics from the results.

Data Point	Cadence	Used For
Report query results (account-level)	Every 60 min	Custom usage metrics

Mode is best suited for teams that centralize product analytics in a SQL-based reporting layer rather than a dedicated product analytics tool.

Support Ticketing

Support ticket data feeds the support burden component of Renewal Risk scoring. Accounts with high ticket volume, escalations, or low CSAT are flagged as at-risk.

Intercom
Zendesk
Freshdesk

What You’ll Need

Intercom admin access to authorize the OAuth flow

Steps to Connect

Navigate to Settings > Integrations > Support Ticketing.
Click Connect on the Intercom card.
You will be redirected to Intercom’s OAuth consent screen. Click Authorize.
Map the Intercom company identifier to PILLAR’s account lookup field.
Click Save & Test.

What Syncs

Data Point	Cadence	PILLAR Field
Conversation count (per company)	Every 30 min	Support burden scoring
Conversation state (open/closed)	Every 30 min	`support_ticket_snapshots.status`
SLA breach status	Every 30 min	Escalation signals
CSAT ratings	Every 30 min	`support_ticket_snapshots.csat_score`
Tags and categories	Every 30 min	Ticket type classification

What You’ll Need

Zendesk subdomain (e.g., yourcompany from yourcompany.zendesk.com)
Zendesk API token (Admin Center > Apps and integrations > APIs > Zendesk API > Add API token)
The email address associated with the API token

Steps to Connect

Navigate to Settings > Integrations > Support Ticketing.
Click Connect on the Zendesk card.
Enter your subdomain, API token, and associated email.
Map the Zendesk organization field to PILLAR’s account lookup field.
Click Save & Test.

What Syncs

Data Point	Cadence	PILLAR Field
Ticket count (per organization)	Every 30 min	Support burden scoring
Ticket status and priority	Every 30 min	`support_ticket_snapshots.status`, `priority`
Ticket satisfaction ratings	Every 30 min	`support_ticket_snapshots.csat_score`
Escalation status	Every 30 min	`support_ticket_snapshots.is_escalated`
First response time	Every 30 min	`support_ticket_snapshots.first_response_at`

What You’ll Need

Freshdesk subdomain (e.g., yourcompany from yourcompany.freshdesk.com)
Freshdesk API key (Profile > Your API Key)

Steps to Connect

Navigate to Settings > Integrations > Support Ticketing.
Click Connect on the Freshdesk card.
Enter your subdomain and API key.
Map the Freshdesk company field to PILLAR’s account lookup field.
Click Save & Test.

What Syncs

Data Point	Cadence	PILLAR Field
Ticket count (per company)	Every 30 min	Support burden scoring
Ticket status and priority	Every 30 min	`support_ticket_snapshots.status`, `priority`
CSAT survey responses	Every 30 min	`support_ticket_snapshots.csat_score`
SLA policy breaches	Every 30 min	Escalation signals
Resolution time	Every 30 min	`support_ticket_snapshots.resolved_at`

If your support ticketing runs inside your CRM (HubSpot Service Hub or Salesforce Service Cloud), PILLAR ingests tickets directly through the CRM connector — no separate support ticketing connector is needed. The CRM connector syncs Cases (Salesforce) or Tickets (HubSpot) into the same support_ticket_snapshots table.

Customer Sentiment & NPS

NPS and customer sentiment data feed the Satisfaction component of Account Health scoring. Accounts with declining NPS or negative survey responses are flagged for proactive outreach.

Wootric
Delighted
SurveyMonkey

What You’ll Need

Wootric account with OAuth access

Steps to Connect

Navigate to Settings > Integrations > Customer Sentiment.
Click Connect on the Wootric card.
You will be redirected to Wootric’s OAuth consent screen. Authorize the connection.
Map the Wootric account/end-user identifier to PILLAR’s account or contact lookup field.
Click Save & Test.

What Syncs

Data Point	Cadence	PILLAR Field
NPS score (per account)	Every 60 min	`accounts.nps_score`
NPS survey responses	Every 60 min	Satisfaction scoring
Response trends	Every 60 min	NPS trend signals

What You’ll Need

Delighted API key (Settings > API)

Steps to Connect

Navigate to Settings > Integrations > Customer Sentiment.
Click Connect on the Delighted card.
Enter your Delighted API key.
Map the Delighted person identifier to PILLAR’s contact or account lookup field.
Click Save & Test.

What Syncs

Data Point	Cadence	PILLAR Field
NPS / CSAT / CES scores	Every 60 min	`accounts.nps_score`
Survey response text	Every 60 min	Sentiment analysis signals
Score trends over time	Every 60 min	Satisfaction decay signals

What You’ll Need

SurveyMonkey account with OAuth access (Advantage plan or higher)

Steps to Connect

Navigate to Settings > Integrations > Customer Sentiment.
Click Connect on the SurveyMonkey card.
You will be redirected to SurveyMonkey’s OAuth consent screen. Authorize the connection.
Select which surveys contain NPS or CSAT questions.
Map the respondent identifier to PILLAR’s contact or account lookup field.
Click Save & Test.

What Syncs

Data Point	Cadence	PILLAR Field
Survey responses	Every 60 min	Satisfaction scoring
NPS question responses	Every 60 min	`accounts.nps_score`
Response completion rates	Every 60 min	Engagement signals

How NPS feeds scoring: NPS scores from any connected sentiment tool flow into accounts.nps_score, which is a component of the Account Health Score’s Satisfaction dimension. Declining NPS triggers the nps_decline signal, which in turn can fire save plays or risk alerts. See the Account Health scoring rules for weight details.

Call Intelligence

Call intelligence data powers the Call Intelligence scoring category — 7 rules that evaluate conversation quality, rep performance, competitive mentions, and stakeholder engagement from recorded sales and CS calls.

Gong

What You’ll Need

Gong workspace with API access enabled
A Gong user with admin permissions to authorize the OAuth connection
Admin permissions in PILLAR to configure connectors

PILLAR uses Gong’s OAuth 2.0 authorization flow. No API keys or passwords are stored — only the OAuth refresh token. Your Gong admin may need to approve the PILLAR app in Gong’s API settings.

Gong Plan Requirements

Full call analytics (sentiment, talk ratio, trackers, topics) require Gong Business or Enterprise plan. Basic call tracking (title, participants, duration, direction) works on all Gong plans. If your Gong workspace is on a lower-tier plan, PILLAR will sync call metadata but the Call Intelligence scoring rules will return neutral scores for analytics-dependent fields until your Gong plan includes the analytics API endpoints.

Gong Plan	What PILLAR Can Access
Essentials / Pro	Call list (title, participants, duration, direction, outcome). CI rules return neutral scores for missing analytics.
Business	Full analytics: talk ratios, interactivity, topics, trackers, next steps, call outcomes. All 7 CI rules fire with real data.
Enterprise	Everything in Business, plus transcript access for future keyword analysis features.

Steps to Connect

Navigate to Settings > Integrations > Call Intelligence.
Click Connect on the Gong card.
You will be redirected to Gong’s OAuth consent screen. Authorize the connection.
PILLAR begins an initial sync of the last 90 days of call data.
Ongoing syncs run every 4 hours automatically.

What Syncs

Data Point	Cadence	Used For
Call metadata (title, direction, duration, outcome)	Every 4 hours	Call frequency scoring (CI-006)
Participants (name, email, title, affiliation)	Every 4 hours	Exec participation detection (CI-005), account matching
Rep talk ratio	Every 4 hours	Rep talk ratio scoring (CI-001)
Customer talk ratio	Every 4 hours	Customer engagement scoring (CI-007)
Sentiment (overall, customer, rep)	Every 4 hours	Sentiment trend analysis (CI-002)
Topics discussed	Every 4 hours	Conversation topic tracking
Trackers (competitor mentions, pricing, next steps)	Every 4 hours	Competitive mention detection (CI-003), next steps scoring (CI-004)
Interactivity score	Every 4 hours	Engagement quality

How PILLAR Matches Calls to Accounts

PILLAR automatically resolves which account a call belongs to by:

Email domain matching — External participant email domains are matched against accounts.domain
Contact email matching — If domain matching fails, individual participant emails are matched against contacts.email

Calls that cannot be matched to an account are stored but do not contribute to scoring until a match is established.

How It Feeds Scoring

The Call Intelligence category includes 7 scoring rules:

Rule	What It Measures
CI-001: Rep Talk Ratio	Ideal reps talk 40-50% of the time. Over-talking (over 60%) or under-talking (under 30%) reduces the score.
CI-002: Customer Sentiment Trend	Average customer sentiment across the last 3 calls. Declining sentiment is an early churn signal.
CI-003: Competitive Mentions	Whether competitors were discussed in recent calls. Frequent mentions indicate active evaluation risk.
CI-004: Next Steps Commitment	Whether next steps were explicitly mentioned on the most recent call. Calls without next steps indicate stalled momentum.
CI-005: Exec Participation	Whether executive stakeholders (VP+, C-suite) have joined recent calls. Exec presence signals strategic buy-in.
CI-006: Call Frequency	Whether call volume is appropriate for the account’s deal stage and renewal proximity.
CI-007: Customer Engagement	Customer talk ratio in recent calls. Customers who talk more are more engaged; silent customers are at-risk.

When Gong is not connected, all 7 CI rules return a neutral score of 50 and are not counted as triggered. This means the Call Intelligence category does not drag down account health scores for organizations that do not use Gong.

CSV Import

For data that is not available through an API connector, PILLAR supports manual CSV upload. This is commonly used for:

Seat counts — Licensed seats vs. active seats per account (feeds utilization scoring)
Utilization metrics — Product usage percentages when no product analytics tool is connected
Financial data — P&L metrics for the Board Report (has its own dedicated upload at Settings > Financial Data)
Historical data — Backfilling account or contract data that predates your CRM

How to Upload

Navigate to Settings > Integrations > CSV Import.
Download the template CSV for the data type you want to import (Accounts, Contacts, Opportunities, Leads, or Contracts).
Fill in the template with your data. Each row should include a matching identifier (account name, CRM ID, or email) so PILLAR can link records.
Upload the completed CSV.
PILLAR shows a preview of the mapped columns and any validation errors. Fix any issues and confirm the import.

CSV Template Columns

Account Import Template

Column	Required	Maps To
`account_name` or `crm_id`	Yes (one of)	Record matching key
`arr`	No	`accounts.arr`
`segment`	No	`accounts.segment`
`status`	No	`accounts.status`
`student_count`	No	`accounts.student_count`
`licensed_seats`	No	Utilization scoring
`active_seats`	No	Utilization scoring
`nps_score`	No	`accounts.nps_score`

Any column that matches a PILLAR field name from the Field Mapping Reference will be auto-mapped.

Contract Import Template

Column	Required	Maps To
`account_name` or `crm_id`	Yes (one of)	Account lookup
`contract_number`	No	`contracts.contract_number`
`start_date`	Yes	`contracts.start_date`
`end_date`	Yes	`contracts.end_date`
`contract_value`	Yes	`contracts.contract_value`
`status`	No	`contracts.status`
`auto_renew`	No	`contracts.auto_renew`
`term_months`	No	`contracts.term_months`

CSV imports are additive by default — they update existing records or create new ones but never delete data. If you need to correct previously imported data, re-upload the CSV with the corrected values and the same matching identifiers.

Troubleshooting

My connector shows 'Disconnected' status

OAuth tokens can expire if your CRM admin revokes access or if the token refresh fails. Navigate to Settings > Integrations, click the connector card, and click Reconnect. You will be prompted to re-authorize.

Fields are not mapping correctly

Check the Field Mapping screen on the connector card. Look for fields marked as “Unmapped” in the Required section. If PILLAR’s auto-discovery couldn’t match a field, you may need to create a manual mapping. See the Field Mapping Reference for the expected CRM field names.

Scores are not updating after connecting a new data source

Scores recalculate on every sync cycle (every 15 minutes for CRM data). If you just connected a new source, wait for at least one full sync cycle to complete. Check the connector card for “Last Synced” timestamp. If the sync completed but scores haven’t updated, check that the required fields for the relevant scoring rule are mapped.

I see 'INVALID_FIELD' errors in the sync log

This means PILLAR tried to fetch a field from your CRM that doesn’t exist in your org’s schema. This typically happens when a mapped field references a custom field that was deleted or renamed in your CRM. PILLAR’s Salesforce connector has fail-soft retry logic that automatically drops the invalid field and retries the query. Review your field mappings to remove or update the stale mapping.

How do I check what data PILLAR has synced?

Navigate to the Data Health dashboard (accessible from the main navigation). It shows coverage percentages for each data object, mapping coverage, picklist mapping warnings, and sync status across all connectors.

Connectors

Documentation Index

​Connector Setup Guide

​How Data Gets Into PILLAR

​Sync Cadence

​The Field Mapping UI

Field Mapping Reference

​CRM Connectors

​What You’ll Need

​Steps to Connect

​What Syncs

​Score Write-Back

​How It Feeds Scoring

​Common Salesforce CPQ Patterns

​How to Decide Which Field to Map

​Mapping in PILLAR

​What You’ll Need

​Steps to Connect

​What Syncs

​Score Write-Back

​How It Feeds Scoring

​What You’ll Need

​Steps to Connect

​What Syncs

​Score Write-Back

​How It Feeds Scoring

​Email & Calendar

​What You’ll Need

​Steps to Connect

​What Syncs

​How It Feeds Scoring

​What You’ll Need

​Steps to Connect

​What Syncs

​How It Feeds Scoring

​Notifications & Collaboration

​What You’ll Need

​Option A: Incoming Webhook (Recommended for Quick Start)

​Option B: Graph API (Full Integration)

​What Gets Sent

​Adaptive Cards

​Product Usage Tools

​What You’ll Need

​Steps to Connect

​What Syncs

​What You’ll Need

​Steps to Connect

​What Syncs

​What You’ll Need

​Steps to Connect

​What Syncs

​What You’ll Need

​Steps to Connect

​What Syncs

​What You’ll Need

​Steps to Connect

​What Syncs

​What You’ll Need

​Steps to Connect

​What Syncs

​Support Ticketing

​What You’ll Need

​Steps to Connect

​What Syncs

​What You’ll Need

​Steps to Connect

​What Syncs

​What You’ll Need

​Steps to Connect

​What Syncs

​Customer Sentiment & NPS

​What You’ll Need

​Steps to Connect

​What Syncs

​What You’ll Need

​Steps to Connect

​What Syncs

​What You’ll Need

​Steps to Connect

​What Syncs

Connector Setup Guide

How Data Gets Into PILLAR

Sync Cadence

The Field Mapping UI

CRM Connectors

What You’ll Need

Steps to Connect

What Syncs

Score Write-Back

How It Feeds Scoring

Common Salesforce CPQ Patterns

How to Decide Which Field to Map

Mapping in PILLAR

What You’ll Need

Steps to Connect

What Syncs

Score Write-Back

How It Feeds Scoring

What You’ll Need

Steps to Connect

What Syncs

Score Write-Back

How It Feeds Scoring

Email & Calendar

What You’ll Need

Steps to Connect

What Syncs

How It Feeds Scoring

What You’ll Need

Steps to Connect

What Syncs

How It Feeds Scoring

Notifications & Collaboration

What You’ll Need

Option A: Incoming Webhook (Recommended for Quick Start)

Option B: Graph API (Full Integration)

What Gets Sent

Adaptive Cards

Product Usage Tools

What You’ll Need

Steps to Connect

What Syncs

What You’ll Need

Steps to Connect

What Syncs

What You’ll Need

Steps to Connect

What Syncs

What You’ll Need

Steps to Connect

What Syncs

What You’ll Need

Steps to Connect

What Syncs

What You’ll Need

Steps to Connect

What Syncs

Support Ticketing

What You’ll Need

Steps to Connect

What Syncs

What You’ll Need

Steps to Connect

What Syncs

What You’ll Need

Steps to Connect

What Syncs

Customer Sentiment & NPS

What You’ll Need

Steps to Connect

What Syncs

What You’ll Need

Steps to Connect

What Syncs

What You’ll Need

Steps to Connect

What Syncs

Call Intelligence

What You’ll Need

Gong Plan Requirements