The article describes how to integrate a Zendesk Sell CRM account with your Reply account.

Set up integration

To integrate your Reply account with Zendesk Sell CRM:

  1. Log into Reply.
  2. Open the Integrations page, select Zendesk Sell and click Connect.
  3. Enter your Zendesk Sell CRM API key* and click Authenticate.

Note: you can find the Zendesk Sell CRM API key under Settings - OAuth - Access Tokens.

Configure field mapping between Reply and Zendesk Sell CRM

After you have set up integration, you must decide which fields in Zendesk Sell CRM should correspond to the fields in Reply. To do this:

  1. Open the Mapping tab of the Zendesk Sell CRM integration. The First Name and Email fields in Reply are mandatory and cannot be changed.
  2. Click Add field mapping, for example Industry - Indusrty.
  3. Click Save.

Select integration options

Reply offers several options for integration with Zendesk Sell CRM:

  • Create people from leads. The option lets you fetch your Zendesk Sell CRM leads to Reply.
  • Update people from leads. When you update a lead in Zendesk Sell CRM, Reply also updates it.
  • Auto-update statuses in CRM. The option lets you update a lead status in Zendesk Sell CRM depending on the contact status in a Reply sequence.
  • Push to Sequence. The option lets you add a contact from Zendesk Sell CRM to an ongoing Reply sequence.

Create people from contacts

To fetch your Zendesk Sell CRM leads to Reply:

  1. Toggle the Create people from leads slider.
  2. Click Sync now.

Your Zendesk Sell CRM leads appear on the People page of your Reply account. After the first time all new leads will be automatically fetched by Reply.

Update people from leads

Use this option if you want to update contacts in Reply after updating leads in Zendesk Sell CRM. To do this:

  1. Toggle the Update people from leads slider.
  2. Click Sync now for manual update. Otherwise Reply will sync changes during the next automatic synchronization.

Push to sequence.

When you enable this option, Zendesk Sell CRM pushes leads to a specified sequence in Reply. To use the option:

In your Zendesk Sell CRM account

  1. Change the lead status in Zendesk Sell CRM to the name of your sequence in Reply for each lead you want to push to Reply.

In your Reply account

  1. Make sure the sequence name in coincides with the lead status name in Zendesk Sell CRM.
  2. Toggle the Push to Sequence slider.
  3. Click Sync now for manual update. Otherwise Reply will sync changes during the next automatic synchronization.

Auto-update statuses in Zendesk Sell CRM

This feature enables synchronization between a Reply sequence and the Zendesk Sell Lead information. You can choose whether you want all the sequences to be synced or only specific ones.
Synchronization works in a way that all replies received within Reply sequence(s) update the value of the Lead Status field of Zendesk Sell CRM Lead.

In your Zendesk Sell CRM account

  1. Create lead statuses with the same names as inbox statuses in Reply.
  2. Make sure your leads are synchronized with contacts in Reply.

In your Reply account

  1. Toggle the Auto-update statuses in CRM slider.
  2. Click Sync now for manual update. Otherwise Reply will sync changes during the next automatic synchronization.

After the contact changes their inbox status in a Reply sequence, they also change their lead status in Zendesk Sell CRM.

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