ServiceM8

Connect a ServiceM8 account to a call flow and your agent can book jobs while it is on the phone. It finds the caller in ServiceM8, offers open times, books the job into your ServiceM8 diary, and reads the job number back to the caller.

You connect ServiceM8 per call flow. Each call flow that should book jobs needs its own connection.

What the agent can do

When ServiceM8 is connected, the agent has four abilities.

The agent always checks availability before it books. If someone else takes the time while the caller is deciding, the agent says the time was just taken and offers other times. It checks the time is still free when it books.

Before you start

• A ServiceM8 account that is active and has the staff members and job queues you want to use.
• A ServiceM8 API key. In ServiceM8, go to Settings > Account Settings > API Keys and copy the key. Keys start with smk-. Copy the key itself, not its name or ID.
• A saved call flow in Trillet. Save the call flow before you connect. ServiceM8 can't be connected to a flow that hasn't been saved yet.

Connect ServiceM8

You can connect from either call flow editor. The connection and its settings are the same in both.

Once connected, the panel shows Connected. Select Test at any time to check the connection still works.

Booking settings

These settings appear on the ServiceM8 panel after you connect.

New jobs are created in ServiceM8 with the status Work Order.

Timezone

ServiceM8 stores job times without a timezone, so Trillet needs to know which timezone your business works in.

• Set Business timezone to the timezone your ServiceM8 account uses. Jobs are booked, and times are offered to the caller, in that timezone.
• If you leave it blank, the panel shows Agent timezone and Trillet uses the call flow's own timezone (Settings > Advanced Settings > Locale). If that isn't set either, Trillet uses UTC.

Booking variables

After the agent books a job, Trillet fills in these variables for the call. You can copy them from Available in messages & workflows on the ServiceM8 panel.

If no job was booked on the call, these variables are not set. servicem8_staff_name holds whoever the job was assigned to, including a staff member picked automatically.

Where you can use them

• Webhooks. In the webhook's Custom Payload, insert a variable as {{servicem8_job_number}}. The post-call webhook also includes all six under call_metadata.extracted_variables.
• Workflows. Use them in workflow steps that run after the call as {{trigger.extractedVariables.servicem8_job_number}}, for example to create a follow-up task or send a message.
• Post-call SMS. If the call flow sends the caller a post-call SMS, it automatically includes "Your job number is 1042." when a job was booked. You don't need to set this up.

Webhook example

A payload designed in Custom Payload:

{
  "event": "servicem8_job_booked",
  "job_number": "{{servicem8_job_number}}",
  "job_start": "{{servicem8_job_start}}",
  "job_end": "{{servicem8_job_end}}",
  "technician": "{{servicem8_staff_name}}"
}

The same values in the post-call webhook:

{
  "call_metadata": {
    "extracted_variables": {
      "servicem8_job_number": "1042",
      "servicem8_job_uuid": "a1b2c3d4-...",
      "servicem8_client_uuid": "e5f6a7b8-...",
      "servicem8_job_start": "2026-11-03T10:00:00+11:00",
      "servicem8_job_end": "2026-11-03T11:00:00+11:00",
      "servicem8_staff_name": "Sam Taylor"
    }
  }
}

How customers are matched

When the agent looks up or books for a caller, Trillet searches ServiceM8 in this order:

1. Phone number. The caller's number is checked against your ServiceM8 contacts in common formats (with and without the country code).
2. Name. The name must match a ServiceM8 client exactly. Differences in capital letters and punctuation are ignored, and common nicknames for the first name count as the same person, so "Bob Smith" finds "Robert Smith".

Trillet doesn't guess. A name that is spelled differently, or only partly matches, is treated as a new customer. When no match is found, booking creates a new client in ServiceM8 with the caller's name, address, phone number and email.

Current limits

ServiceM8 support covers booking a new job. Be clear with customers about what it doesn't do yet.

• One queue, one staff rule. Every job goes to the Job queue you set. With a Default staff member, every job goes to that person. With Any available staff, each job goes to the first staff member who is free in that slot. The caller can't choose a technician.
• Availability comes from your booking hours. Open times are worked out from the Booking hours and Job duration on the panel, minus jobs already in the diary. They don't come from ServiceM8's own booking windows or staff schedules. Booking hours apply to every day of the week, including weekends.
• With Any available staff, a time is offered while at least one staff member is free in it.
• New bookings only. The agent can't reschedule a job, cancel a job, or tell a caller the status of an existing job.
• Notes only on jobs booked in the same call.

Coming later

These are planned and not available yet:

• Offering times from ServiceM8's real booking windows and staff schedules.
• Letting the caller choose a staff member.
• Rescheduling and cancelling jobs, and looking up the status of an existing job.

Troubleshooting