Start with customer context
Look up people by phone number or email. For phone calls, Snakk can retrieve context before the conversation begins, including open tickets when there is a single person match. Matching a number does not verify identity.
Snakk + Lime CRM
Turn customer conversations into follow-up in Lime CRM.
Let Snakk answer phone calls and chat enquiries, find the customer and record what your team needs next. Connect contacts, tickets and conversation history to the way you already work in Lime CRM.
Give your service team a clear next step
Create and update Helpdesk tickets, and retrieve tickets for a specific customer. Choose whether every conversation or only enquiries that need further help should create a new ticket.
Keep the story in the history
Save a summary and available conversation details against a linked record in Lime CRM. Your team has somewhere to start when the customer gets in touch again.
Capture new sales enquiries
Create leads and deals through the actions you enable. Before creating people or leads, Snakk checks for existing people and open leads by phone or email to help reduce duplicates.
AFTER THE CONVERSATIONIllustrated example
When should a ticket be created?
Choose how the conversation is followed up in Lime CRM.
FROM ENQUIRY TO NEXT STEP
How Snakk fits with Lime CRM
EXAMPLE · DEPENDS ON YOUR SETUP
With caller recognition enabled, Snakk looks up the number against people, then leads if no person is found.
The agent establishes who the customer is and what they need, following your agreed procedures. Set the required checks before the agent shares customer information.
A summary can be saved in history. If the customer needs further help, a new Helpdesk ticket can be created when your configuration calls for it.
EXAMPLE · DEPENDS ON YOUR SETUP
Snakk clarifies the enquiry and collects the contact details your team needs to follow up.
With the lead action enabled, Snakk checks by phone or email before creating a lead. If an existing open lead matches, its description can be updated.
Your sales team follows up in Lime CRM. Creating or updating a deal can be configured as a separate action.
EXAMPLE · DEPENDS ON YOUR SETUP
Snakk answers using your business knowledge.
Choose history only if conversations should not create new tickets, or create tickets only for unresolved enquiries.
History needs a linked CRM record. An unknown caller without a linked record does not automatically receive a history entry.
PRODUCT VIEW
A closer look
A PRACTICAL START
Set up Snakk for Lime CRM
Decide which tasks Snakk should carry out. Ask your Lime administrator to check the objects, fields and permissions in your application.
Create a dedicated API user for the integration in Lime Admin or LISA. Assign the necessary permissions and generate the API key.
In Snakk, open Integrations and choose Lime CRM. Enter the API key, domain and application name from your Lime address. Snakk tests the connection when you save it.
Connect Lime CRM to the agent. Choose caller recognition for phone calls and your logging mode: tickets for all conversations, tickets for unresolved enquiries, or history only. Enable lead creation if needed.
Test using your own demo records: known and unknown numbers, a shared number, and resolved and unresolved enquiries. Check the results in Lime CRM before putting the workflow into use.
Lime CRM
Useful answers
Does this also cover Lime Go or Lime Connect?
This integration is built for Lime CRM and uses its REST API. Support for Lime Go or Lime Connect is not documented here.
Does every conversation automatically create a ticket?
You choose this on the agent. The setup can create tickets for every conversation, only unresolved enquiries needing follow-up, or no new tickets. History requires a linked CRM record. Connecting the account alone does not enable the entire workflow.
What happens when no customer is found?
The agent continues without recognised customer context. Your enabled actions can create a ticket or lead. History logging is skipped when there is no linked record.
Can we use custom fields and statuses?
Lime CRM data models vary between applications. Check fields and option values during setup. Some default option values may be omitted on creation if Lime rejects them, so check the resulting status and priority during testing.
Does a phone number confirm the caller’s identity?
No. A number may match a CRM record, but it does not prove who is speaking. Define what information the agent can use and which further checks are required before sharing customer information or making changes.
Can we connect an on-premises Lime CRM installation?
This may be possible with the REST API enabled and a compatible configuration. Snakk must be able to reach the API over HTTPS. Network access, permissions and the data model need to be checked before compatibility is confirmed for your installation.
YOUR NEXT STEP
Explore Lime CRM with Snakk
The Lime CRM integration is available in Snakk. Actions, permissions and agent settings need to be configured and tested for your Lime CRM application.
Snakk is an independent service. Lime CRM names and logos belong to their respective owners. Their use here identifies the platform and does not imply endorsement.