If your team is juggling live chat leads, follow-ups, and a messy spreadsheet, you know how easy it is for prospects to fall through the cracks. If you’re using Servicebell for live video and chat on your website, but your CRM is off in its own world, you’re not getting the whole picture—or the full value. This guide walks you through connecting the two, so every Servicebell conversation turns into a solid CRM record you can actually act on.
This isn’t just a “zap it and forget it” overview. I’ll show you what’s worth connecting, what’s not, and how to avoid the most common headaches when wiring up Servicebell to your CRM.
Why bother connecting Servicebell to your CRM?
Let’s get real: CRMs are only as useful as the data you put in them. If your sales team is having great conversations on Servicebell, but those chats, notes, and follow-up tasks never reach your CRM, you’re missing out:
- Lost leads: You chatted with someone hot, but nobody followed up. Oops.
- Wasted time: Re-entering data, chasing down notes, or guessing what was said.
- No context: Your CRM should show the whole story—not just half.
By connecting Servicebell to your CRM, you get one timeline, one source of truth, and one less thing to worry about. No more guessing where that prospect went.
Step 1: Decide what you actually want to sync
Don’t just connect everything because you can. Take five minutes to get clear on what you really need.
The basics to consider:
- New leads: Should every new Servicebell chat create a lead or contact in your CRM?
- Chat transcripts: Do you want the full conversation logged, or just a summary?
- Follow-up tasks: Should chats automatically add a to-do for your sales team?
- Custom fields: Are there bits of info (like “Product Interest”) you want mapped over?
Pro tip:
Start simple. Sync the basics—name, email, chat summary. You can always get fancier once you know what’s actually useful.
Step 2: Check what’s natively supported
Before you start duct-taping together integrations, see what’s built in.
- Servicebell Integrations Page: Log in to Servicebell and check the integrations section. Many popular CRMs (like HubSpot, Salesforce, Pipedrive) have direct connections.
- Your CRM’s App Store: Sometimes the CRM itself offers a Servicebell connector.
- Zapier & Other Connectors: If there’s no native support, see if you can use Zapier, Make (Integromat), or Tray.io.
What to ignore:
Don’t waste time on one-off scripts or shady browser extensions. If it’s not officially supported, it’s likely to break when either Servicebell or your CRM updates.
Step 3: Set up your Servicebell–CRM integration
Let’s walk through the most common methods, starting with the easy ones.
A. Native integration (the “it just works” method)
If Servicebell has a direct integration with your CRM, do this:
- Find the integration inside Servicebell
- Go to Settings → Integrations.
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Pick your CRM from the list.
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Authenticate your CRM
- You’ll be asked to log in to your CRM and grant permissions.
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Make sure you use an account with the right access (admin is usually safest).
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Configure what gets sent
- Most integrations let you pick which fields to sync.
- Map Servicebell fields (like “Name” or “Email”) to the right fields in your CRM.
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Decide if every chat creates a new lead, or only when you tag it as qualified.
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Test it out
- Start a test chat as a user.
- Make sure it shows up in your CRM as expected.
- Fix any mapping issues before going live.
Good to know:
Native integrations are usually the most reliable. If your CRM is supported, start here.
B. Zapier (the “works for most people” method)
If there’s no direct integration, Zapier is your friend.
- Create a Zapier account (if you don’t already have one).
- Set up a new Zap:
- Trigger: “New Servicebell conversation” (or whatever Servicebell calls it).
- Action: “Create lead/contact” in your CRM.
- Map your fields:
- Only sync what you need.
- Use Zapier’s built-in filters to avoid spamming your CRM with junk leads.
- Test your Zap:
- Run a test and check your CRM.
- Watch for duplicate records or missing info.
Heads up:
Zapier gets the job done, but can get expensive if you have a lot of chats. Also, if your workflows get complicated, you’ll hit limits fast.
C. Custom API integration (the “if you have to” method)
If your CRM is obscure or you want something crazy-specific, you’ll need to build it.
- Read Servicebell’s API docs and your CRM’s API docs.
- Write a small script (Node.js, Python, whatever you prefer) that:
- Listens for new Servicebell events (webhooks).
- Creates/updates leads in your CRM.
- Logs the chat transcript or summary.
- Host it somewhere reliable.
Would I recommend this?
Only if you have a real need and dev resources. Otherwise, stick to the methods above.
Step 4: Map your fields (don’t just “sync everything”)
Field mapping is where most integrations go off the rails. Take the time to do it right.
- Match fields deliberately:
Don’t just auto-map everything. “First Name” should go to “First Name.” “Chat Summary” should go to “Notes,” not “Job Title.” - Deal with missing info:
Not every chat will have an email or phone. Decide how you want to handle incomplete leads. - Custom fields:
If you track things like “Pain Point” or “Team Size,” make sure those fields exist in your CRM before syncing.
Tip:
Create a test contact and walk through the process end-to-end. It’s easier to fix now than after your CRM is full of garbage data.
Step 5: Set up notifications and follow-ups
Syncing data is just the start. If nobody follows up, what’s the point?
- Assign follow-ups automatically:
Many integrations let you assign new leads to a specific rep or round-robin pool. - Create tasks or reminders:
Use your CRM’s automation to add a “Follow Up” task every time a new Servicebell lead comes in. - Notifications:
Set up email or Slack notifications so reps know when a new chat is waiting in the CRM.
What to skip:
Don’t set up so many notifications that everyone tunes them out. Keep it to what actually drives action.
Step 6: Monitor, review, and tweak
No integration is “set it and forget it.” Check back after a week or two:
- Are leads coming through as expected?
- Is important info missing or in the wrong place?
- Are follow-ups actually happening, or is stuff getting ignored?
- Are you getting duplicates?
If you spot issues, tweak your mapping or filters. It’s normal to need a few rounds of fixes.
What usually goes wrong (and how to dodge it)
Here’s what I see most often:
- Duplicate leads:
If you don’t check for existing contacts before creating new ones, you’ll end up with three versions of “Jane Smith.” Most CRMs have settings or filters to help. - Garbage data:
Syncing every chat, even spam or super-low-quality stuff, just clogs up your CRM. Use filters to only sync what matters. - Integration breaks:
APIs change, authentication expires, or someone disables an account. Set a calendar reminder to check your integration health once a month. - Sales team doesn’t use it:
If your team isn’t trained or doesn’t trust the data, it’s all for nothing. Show them how it works, and make it dead simple.
Bonus: Keeping things simple (and why that’s smart)
You don’t need every single message or emoji from Servicebell in your CRM. Start small:
- Just sync the basics: name, email, chat summary.
- Only add custom fields if your team actually uses them.
- Review what’s working after a month, then adjust.
It’s way easier to add complexity later than to clean up a messy CRM.
Wrap-up
Connecting Servicebell to your CRM isn’t rocket science, but it’s not “set it and forget it” either. Focus on syncing just what your sales team needs to follow up and close deals. Test with real data, don’t go wild with custom fields, and keep an eye on things after launch. Iterate as you go. You’ll save time, close more deals, and (hopefully) never have to hunt for that one lost chat again.