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Integration with Zendesk Sell (former Base CRM)
Integration with Zendesk Sell (former Base CRM)

Learn how to make the most of Reply integration with Zendesk Sell account: connect apps, sync data, map fields, and automate workflows.

Reply Team avatar
Written by Reply Team
Updated over a week ago

Set up integration

To integrate your Reply account with Zendesk Sell:

  1. Log in to Reply.

  2. Open the Integrations page, select Zendesk Sell, and click Connect.

  3. Enter your Zendesk Sell API key* and click Authenticate.

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

Configure field mapping between Reply and Zendesk Sell

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

  1. Open the Mapping tab of the Zendesk Sell integration. The First Name and Email fields in Reply are mandatory and cannot be changed.

  2. Click Add field mapping, and select, for example, Country - Country.

  3. Click Save.

Select integration options

Reply offers several options for integration with Zendesk Sell:

  • Create people from leads. The option lets you fetch your Zendesk Sell leads to Reply.

  • Update people from leads. When you update a lead in Zendesk Sell, Reply also updates it.

  • Auto-update statuses in CRM. The option lets you update a lead status in Zendesk Sell depending on the contact inbox category within a Reply sequence.

  • Push to Sequence. The option lets you add a contact from Zendesk Sell to an ongoing Reply sequence.

Create people from contacts

To fetch your Zendesk Sell leads to Reply:

  1. Toggle the Create people from leads slider.

  2. Click Sync now.

Your Zendesk Sell 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. To do this:

  1. Toggle the Update people from leads slider.

  2. Click Sync now for a manual update. Otherwise, Reply will sync changes during the next automatic synchronization.

Push to a sequence.

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

In your Zendesk Sell account:

  1. Change the lead status in Zendesk Sell 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 coincides with the lead status name in Zendesk Sell.

  2. Toggle the Push to Sequence slider.

  3. Click Sync now for a manual update. Otherwise, Reply will sync changes during the next automatic synchronization.

Auto-update statuses in Zendesk Sell

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 inbox categories within Reply sequence(s) update the value of the Lead Status field of Zendesk Sell Lead.

In your Zendesk Sell account:

  1. Create lead statuses with the same names as inbox categories 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 a manual update. Otherwise, Reply will sync changes during the next automatic synchronization.

After contacts change their inbox states in Reply sequences, they also change their lead statuses in Zendesk Sell.

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