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How it Works

Lime Connect makes it possible to send a conversation from Lime Connect to Lime CRM.

Sending a Conversation

The user decides when it is time to send a conversation to Lime CRM. In order to do that, a topic needs to be set for the conversation. The topic must correspond with the topic that is configured in Lime Connect. It is possible to configure a default topic for your Lime Connect widget under the widget's settings in Lime Connect.

Select topics

The conversation is dispatched immediately when the user send the conversation to Lime CRM and a direct link to the created object will be shown in the timeline. The operator in Lime Connect can then click on that link to open the object in Lime CRM. Once there, they can fill out more information if necessary.

Identify the Contact in Lime CRM

It is possible to identify the contact that the operator is chatting with as a person in Lime CRM. This person and the person's company can then be connected to the created limeobject. Two things is required to identify the person in Lime CRM:

  • The contact must submit his contact information (typically: email address) in Lime Connect.
  • Lime Connect must be properly configured. Read more about that here.

Send the Same Conversation Again

It is possible to send the same conversation again without creating a new limeobject. This might be desirable if new information has been added to the conversation after it has been sent to Lime CRM. A new complete history note will be created and connected to the existing limeobject. A direct link to the object that just has been updated will be shown in the timeline after the conversation has been sent to Lime CRM.

Send a New Conversation to Existing Limeobject

It is possible to connect a new conversation to an already existing limeobject. This might be desirable if the contact asks about an ongoing helpdesk ticket, or provides more information to it in a new chat later on. To achieve this, the user needs to create a conversation object via the relation tab on the limeobject in Lime CRM. The user will then be prompted to enter a conversation ID which can be retreived from the conversation in Lime Connect. The conversation is not automatically synchronized to Lime CRM when it is connected, it needs to be sent from Lime Connect afterwards.

Note

It is not possible to connect same conversation to several limeobjects.

Connect new conversation

Import Media Files in Lime Connect as Documents in Lime CRM

It is possible to import media files from the Lime Connect chat as documents in Lime CRM. This operation will run asynchronously in the Task handler.

Lime Connect must be properly configured for this to work:

Object Access

Lime Connect supports and utilizes object access.

Rules:

  • No one should fiddle with the object access permissions on the conversation objects.
  • The API user needs to have access to the object that is supposed to be updated.
  • If the API user doesn’t have access to the person or the coworker that should be identified or the person's company, these objects will not be attached to the created object.
  • If the API user doesn’t have access to the objects that should be default attached (these are configurable in Lime Admin) to the created object, these objects will not be attached to the created object.

Portal

The Portal is an embedded panel inside the Lime Connect Message Center that displays CRM data about the contact the operator is currently chatting with. This gives operators instant access to relevant CRM information without ever leaving the conversation.

What the Operator Sees

When the portal identifies the contact in Lime CRM, the operator sees:

  • A header showing the matched CRM object with its icon, descriptive text, and limetype. A "View in CRM" button lets the operator open the full record in Lime CRM's webclient.
  • A property overview displaying configured fields from the CRM record (e.g., name, email, phone number, related company). These are read-only.
  • Aggregation sections — collapsible panels showing related objects with counts. For example: see the contact's ongoing helpdesk tickets, recent deals, or other related objects — directly in the conversation, without switching to Lime CRM. Each aggregation section shows a count (e.g., "5 / 12") and a list of items. Use the provided actions to open an aggregation or specific item in Lime CRM.

Lookup Sequence

The portal identifies the contact through a configurable lookup sequence. This is how it works:

  1. The portal evaluates each configured lookup rule in order, from top to bottom.
  2. Each rule maps a Lime Connect contact property (e.g., email) to a CRM limetype and property (e.g., person.email).
  3. The first rule that finds a match wins — the remaining rules are skipped.
  4. If no rule produces a match, the portal displays an empty state.

Tip

Order your lookup rules from most specific to least specific for the best results. For example, try matching on email before falling back to phone number. Or create a lookup for Person first, then Company.

For details on how to configure the lookup rules, see Portal configuration.