Smokeball integration

Overview

Smokeball is practice management software that many law firms use to keep track of contacts, cases, and billing. Connecting Smokeball to CallRail saves your front-office staff from typing in caller details by hand: every time someone calls your tracked number, submits a form, or texts your business, CallRail automatically creates or updates that person's contact record in Smokeball for you. If you also use Voice Assist, CallRail's AI-powered call answering feature, it can recognize returning callers by looking up their Smokeball contact information in real time, so your firm doesn't treat an existing client like a stranger.

Before You Begin

Before you connect Smokeball, make sure you have the following:

• Call Tracking active on your CallRail account. Calls, form submissions, and text messages are what trigger a sync to Smokeball, so Call Tracking needs to be turned on first.
• An active Smokeball account for your firm, with API access (called the Developer Console in Smokeball) turned on. This is what allows Smokeball to accept a connection request from CallRail.
• Permission to approve third-party app access in Smokeball. You will need to log in to Smokeball during setup and approve CallRail's request to connect, so you may need an administrator on your Smokeball account to complete this step.

If you also want Voice Assist to recognize returning callers using their Smokeball information, make sure Voice Assist is set up on your account. The contact sync described below works with or without Voice Assist, but the live caller lookup during calls only applies if Voice Assist is active.

Connect Smokeball

1. In CallRail, go to Integrations.
2. Find Smokeball in the list of available integrations.
3. Click Connect.
4. You'll be taken to Smokeball to log in (if you aren't already) and approve CallRail's request to access your account.
5. Once you approve the request, you'll be returned to CallRail, and the integration will confirm the connection automatically. If something goes wrong, you'll see a clear error message instead of a silent failure.

After Smokeball is connected, there's nothing else to configure. New calls, form submissions, and text messages will start syncing to Smokeball automatically.

Data

Here's what happens every time a tracked call, form submission, or text message comes in, once Smokeball is connected:

1. CallRail checks Smokeball for a contact that matches the caller, first by phone number, and if there's no phone match, by email address.
2. If a matching contact is found, CallRail fills in only the fields that are currently blank on that Smokeball contact. CallRail will never overwrite information you already have in Smokeball.
3. If no matching contact is found, CallRail creates a brand-new contact in Smokeball using the caller's name, email, and phone number.

The table below shows exactly which fields are affected:

A few important things to know about how this integration handles your data:

• Sync speed: Syncing happens in real time. There's no waiting for a scheduled batch update: as soon as a call finishes, a form is submitted, or a text comes in, CallRail checks and updates Smokeball right away.
• One-way sync: Information flows from CallRail to Smokeball, not the other way around. If you edit a contact directly in Smokeball, that change won't be sent back to CallRail.
• What's not sent: Call recordings, transcripts, and AI-generated call summaries are not sent to Smokeball. Only basic contact information (name, email, and phone) syncs.
• Voice Assist lookups: If you use Voice Assist, it can look up a caller's name, email, phone, and address from Smokeball in real time during a call, so it can greet returning clients by name. This is a live lookup, not a data sync, and it doesn't change or add any information in Smokeball.

Troubleshooting