Overview
The ServiceM8 integration connects your CallRail account to ServiceM8, so every tracked call, form submission, and text message automatically creates or updates a client record in ServiceM8, complete with marketing attribution. This means you no longer have to manually copy caller information into ServiceM8, and you can see exactly which marketing source brought in each new client. If you use Voice Assist, it can also recognize returning callers by looking up their existing ServiceM8 record during the call.
Before You Begin
Before setting up the ServiceM8 integration, make sure you have the following:
- An active Call Tracking number or source set up in your CallRail account. The integration only sends information for calls, forms, and texts that are being tracked.
- Conversation Intelligence (Premium tier) enabled, if you want AI generated call summaries sent to ServiceM8. Without it, no call summary is created or sent.
- An active ServiceM8 account.
Connect ServiceM8
- In CallRail, go to Integrations.
- Find ServiceM8 and select it.
- You'll be taken to ServiceM8 to log in and approve access for CallRail.
- Once you approve access, you're returned to CallRail and the integration is connected.
CallRail automatically sets up everything it needs inside ServiceM8 at this point. Five fields are created on your ServiceM8 company records (CallRail Source, CallRail Medium, CallRail Campaign, CallRail Landing Page, and CallRail Call Summary) so attribution data has somewhere to go. You don't need to create anything yourself in ServiceM8.
- Back in CallRail, confirm the integration is enabled.
- To test the connection, place a tracked call, submit a tracked form, or send a tracked text, then check ServiceM8 for the new or updated client.
Data
Once connected, the ServiceM8 integration works automatically in the background. Here's what happens with your data:
What gets sent to ServiceM8
| CallRail data | Where it appears in ServiceM8 |
|---|---|
| Caller or lead's name | Contact's first and last name |
| Phone number | Contact's phone number |
| Email address | Contact's email address |
| Marketing source, medium, campaign, and landing page | CallRail Source, CallRail Medium, CallRail Campaign, and CallRail Landing Page fields on the client's company record |
| AI generated call summary (requires Conversation Intelligence) | CallRail Call Summary field on the client's company record |
What does not get sent
- Call recording audio or a link to the recording.
- The full call transcript. Only the AI generated summary is sent.
How syncing works
CallRail sends information to ServiceM8 in real time, as soon as a tracked call recording finishes, a tracked form is submitted, or a tracked text comes in. This is a one way connection: CallRail sends data to ServiceM8, but nothing is sent back from ServiceM8 to CallRail.
CallRail checks for an existing client in ServiceM8 first by phone number, then by email address, to avoid creating duplicates. If a match is found, only the marketing attribution fields are updated. Your client's existing name, phone number, and email address in ServiceM8 are never changed. If no match is found, CallRail creates a new client record.
Because matching relies on an exact phone number or email match, a differently formatted phone number or a typo in ServiceM8 can result in a new client being created instead of the existing one being updated.
Troubleshooting
| Issue | Possible cause | What to do |
|---|---|---|
| No client shows up in ServiceM8 after a tracked call, form, or text | The integration isn't connected, isn't turned on, or the connection has expired | Check that the integration is turned on in CallRail, and reconnect ServiceM8 if needed. |
| You approved access, but the connection doesn't seem to work | Not all requested permissions were approved during setup | Reconnect the integration and make sure to approve all requested permissions when prompted by ServiceM8. |
| A new client is created, but the CallRail attribution fields are empty | The custom fields in ServiceM8 weren't set up properly when you first connected | Disconnect and reconnect the integration. CallRail will recreate the fields without creating duplicates. |
| A duplicate client was created for someone already in ServiceM8 | The phone number or email on file in ServiceM8 didn't exactly match the caller's information | This can happen if the existing record uses a different phone number format or has a typo. New clients created by CallRail going forward will match correctly. |
| An existing client's name, phone number, or email didn't update | This is expected behavior | CallRail only updates marketing attribution fields on existing clients. It never overwrites a client's name, phone number, or email, so any edits you've made in ServiceM8 are preserved. |
| Voice Assist doesn't mention any open jobs for a known caller | This is a known current limitation | Voice Assist can currently share the caller's contact and company details, but job information isn't yet included. This is expected to be added in a future update. |