Lime CRM setup guide
Snakk for Lime CRM — Setup Guide
by phone number before the agent says a word, every conversation is logged in
the Lime history, tickets are created in Helpdesk when something needs a
human, and new prospects become leads. Everything runs on Snakk's platform in
the EU.
What the integration does
| Moment | What happens in Lime CRM |
|---|---|
| Before the call | The caller's number is looked up on Person (mobile and phone) and Lead. The agent greets the customer by name and knows about open tickets. Names are only used to confirm identity, never to search. |
| During the call | The agent can look up and create persons, leads, deals and tickets, list the customer's tickets, and add notes. It never lists records that do not belong to the recognised customer. |
| After the call | A history entry of type phone is written on the person (and company, lead or ticket) with summary, duration, outcome and a link to the recording. A Helpdesk ticket is created for every conversation, or only for unresolved ones, as you choose. Optionally a lead is created when a new prospect shows buying interest. |
more than 90 others. Supported Lime CRM: cloud and on-premise installations
with the REST API enabled.
Prerequisites
person, company, helpdesk, history, lead and deal.Create it in Lime Admin → API Keys. A key that only covers
helpdeskwill create tickets but cannot recognise callers.
Step 1: Connect Lime CRM in Snakk
1.
2.
yourcompany.lime-crm.com.example
yourcompany in https://yourcompany.lime-crm.com/yourcompany/.3.
GET /api/v1/ and shows theapplication name when the connection works.
Step 2: Set up an agent in one click
1.
Lime CRM.
2.
first word. Without a match the agent greets as usual.
every conversation, only unresolved and transferred ones, or none
(history entry only). Tick Create lead to register new prospects.
3.
Add integration and combined with your own webhooks and tools.
Step 3: Test
Lime CRM. The agent should greet you by name. After the call, open the person
in Lime CRM: the history shows the conversation, and Helpdesk shows the
ticket if the mode creates one.
What is written where
| Lime object | Fields set by Snakk |
|---|---|
history | note (summary, duration, outcome, phone, link to the conversation), type = phone (or comment for chat), relations person, company, lead, helpdesk |
helpdesk | subject, description, phone, email, person, company, source = phone/web, helpdeskstatus = new, priority |
lead | firstname, lastname, companyname, email, phone, description, source, leadstatus = new. An existing open lead with the same phone or e-mail is updated instead of duplicated. |
person | Created only when no match exists on phone or e-mail. |
deal | name, value, probability, person, company, dealstatus, source |
source, helpdeskstatus, priority, leadstatus,history.type) follow the Lime standard solution. If your application usesdifferent keys, Lime rejects the value and Snakk writes the record without
that field, so nothing is lost. Closed tickets are assumed to have the status
key
done.Security
written to logs.
processed outside the EU.
unverified caller. The caller's phone number is used for recognition only.
Troubleshooting
| Problem | Cause and fix |
|---|---|
| "API key lacks access to persons in Lime CRM" | The key is missing the person limetype. Add it in Lime Admin → API Keys. |
| Caller not recognised | The number is stored in a different format than E.164. Snakk searches +47…, 47…, 0047… and the national 8-digit form; other formats need to be normalised in Lime. |
| Ticket created without status or priority | Your application uses other option keys. Contact Snakk support with the keys and we map them. |
| Nothing is logged after the call | The "Log all conversations" preset is not applied to this agent, or the connection was removed. Open the agent's Lime CRM card and click Set up. |
Support
Modified at 2026-09-13 16:36:15