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.
The Lime CRM integration is available in Snakk. Actions, permissions and agent settings need to be configured and tested for your Lime CRM application.
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.
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.
FROM ENQUIRY TO NEXT STEP
How Snakk fits with Lime CRM
A PRACTICAL START
Set up Snakk for Lime CRM
1. Decide which tasks Snakk should carry out. Ask your Lime administrator to check the objects, fields and permissions in your application.
2. Create a dedicated API user for the integration in Lime Admin or LISA. Assign the necessary permissions and generate the API key.
3. 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.
4. 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.
5. 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.
Before you begin
A Snakk account with an agent and access to the Lime CRM integration.
A Lime CRM application with a REST API reachable from Snakk over HTTPS. For an on-premises installation, network access must be agreed.
The domain, application name and an API key with permissions for your chosen actions. Relevant objects are person, company, helpdesk, history, lead and deal.
Fields, relationships and option values compatible with your Lime CRM configuration. Custom fields and statuses need to be checked and tested.
A configuration for your phone or chat channel. Caller-number recognition applies to phone calls; it is not automatically available in browser voice conversations.
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
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.
