In this article, we'll cover the basics of our integration with ServiceMonster. From what it does, to how to get started, and even frequently asked questions.
What does the integration do?
Pull Contacts: Each night at 3 am EST, Hatch will make sure that all contacts from ServiceMonster are pulled into your Hatch account and updated with the most recent information.
Push Communications: Anytime a communication such as a call, text, or email takes place within Hatch, we’ll send that information back to ServiceMonster's Account Record in the Activities Section.
This integration does not offer Edit your Contacts at this time. If you update the First and Last Name, Email, or Phone Number in Hatch, that change will not be reflected in your CRM. Update any contact information in the CRM, and wait for it to sync back to Hatch.
What information do you pull into Hatch?
We pull in any contact details such as Name, Phone Number, and Email from the Account Record. This is what we'll use to launch a contact into campaign.
We also pull in Jobs, Orders, and Leads. Those are added to the Contact Details in Hatch.
How often does the integration sync?
Our integration will sync every night at 3 AM EST. Any contacts that were updated or created within the previous day in ServiceMonster will be pulled into Hatch.
Where do Hatch communications show in ServiceMonster?
When communications are sent back to ServiceMonster, they will show up in the Acccount Record in the Activities Section.
Here you can see the communication type is shown in the Subject. The content of the message can be viewed by opening the activity.
We support the following activity types:
- Hatch Inbound Call
- Hatch Outbound Call
- Hatch Inbound SMS
- Hatch Outbound SMS
- Hatch Inbound MMS
- Hatch Outbound MMS
- Hatch Inbound Email
- Hatch Outbound Email
- Hatch Inbound Voicemail
- Hatch Inbound Missed Call
Setting Up the Integration
Here’s what we need to get started:
- Create an ServiceMonster user named “Hatch” that has Admin-level access.
- Send that information to your Customer Success Manager along with your account's ServiceMonster Link, Company ID, and what your Sold Status is.
- We’ll confirm with you the details of your integration, and then turn on the integration for you.
Creating Audiences to Add to Campaigns
After getting a CRM integration set up, the next step is to start working on creating custom audiences with your data, and then adding those contacts to campaigns.
Here’s a couple of examples of what we’ll talk about...
- Correctly defining contacts statuses in your CRM
- Identify any custom fields that could be used in Campaigns
- Deciding what contact details to use in campaign language
At this time, you can ask any outstanding questions you have about the CRM set-up.
Frequently Asked Questions
Will Hatch change contact’s statuses in ServiceMonster?
We do not update any status in ServiceMonster through the integration. However, if you change the status in ServiceMonster, Hatch will update that contact’s information next time we sync (manually or at 3am EST).
We recommend syncing before running campaigns just in case any status changes occurred during business hours.
How often is does the CRM sync?
We sync Hatch with your CRM every night. However, at any time, you can use the Sync Button on the contacts page to make sure you are up to date before launching contacts into the campaign.
What information is pushed back to ServiceMonster?
The only thing we push back to ServiceMonster is the communications that occurred in Hatch. This can include texts, emails, or calls. These will populate in ServiceMonster's Account Record in the Activities Section.
Does this integration offer Sold Auditing?
Sold Auditing allows Hatch to automatically record Sold Entries for you within Contacts. This is very handy for showing Sales in Reports. All we need to know what your Sold Status is in ServiceMonster. This can vary from customer to customer, so we always ask when we set up the integration.