Skip to content
Submit a Support Ticket
  • There are no suggestions because the search field is empty.

How do I connect ServiceM8 to Sophiie?

Connect from the ServiceM8 card under Settings → Integrations → Job management, then set your sync direction and options in the Manage drawer. ServiceM8 is the only job-management system you can connect today — Simpro is shown as coming soon.

Steps

  1. Go to Settings → Integrations. It's a card grid with category tabs — click Job management and find the ServiceM8 card.
  2. Click Connect on the card. You'll be redirected to ServiceM8's consent screen — click Allow. Not every account can self-serve the first connection: if you see a message that ServiceM8 connections are set up via a quick call, follow that prompt and the connection is done on the call with you. Once connected, reconnecting later is self-serve.
  3. Back in Sophiie, open the card's Manage drawer. It has three sections: Sync direction, Objects & fields and Inquiry forwarding.
  4. Pick one of the four sync directions:

- Two-way sync — customers and jobs created or updated in either system appear in the other. This imports your existing ServiceM8 data as well. - Sophiie to ServiceM8 — data flows one way, out of Sophiie. - ServiceM8 to Sophiie — data flows one way, into Sophiie. Choosing this runs a full import of your existing ServiceM8 data. Large accounts import over several minutes — the pace is deliberate, to stay inside ServiceM8's rate limits. - Don't sync — pauses the data sync. Nothing is pushed or pulled until you pick another option. This doesn't stop inquiry forwarding to your ServiceM8 Inbox — that's a separate setting and keeps running.

  1. Fine-tune what syncs in Objects & fields (see below).
  2. Optionally switch on Send inquiries to the ServiceM8 Inbox in the Inquiry forwarding section. You must enter your inbox address ending in @inbox.servicem8.com — the form won't save without it. (ServiceM8 Inbox is a paid ServiceM8 add-on.)

What syncs

The sync covers your customers, jobs and team members, plus quotes and invoices when you have those switched on — the Objects & fields section of your Manage drawer shows the exact list for your account. For most accounts that list looks like this:

  • Leads (Clients) and Contacts — Sophiie reads a company's full contact list and merges phone and email details from it. When Sophiie writes back to ServiceM8, she updates the company's primary contact only.
  • Appointments (Jobs) and Appointment Activities (Scheduled Bookings) — a ServiceM8 job with two bookings comes across as two separate appointments.
  • Quotes and Invoices — sync when those capabilities are switched on.
  • Line Items (Materials).
  • Team Members (Staff) — brought across as part of the connection so jobs can be assigned and availability stays accurate.

Notes and attachments do not sync.

What's excluded: unscheduled ServiceM8 jobs (no start/end time), jobs with no customer attached, and customers whose ServiceM8 address is incomplete or can't be verified — Sophiie verifies addresses and flags them rather than guessing.

Job status mapping: ServiceM8's Work Order shows as Confirmed in Sophiie, Completed as Complete, Unsuccessful as Cancelled, and Quote as Pending. A job stays Confirmed in Sophiie until someone marks it Completed in ServiceM8 — so a finished job showing "Confirmed" usually just hasn't been completed in ServiceM8 yet.

Also connecting Xero? Invoice sync must be owned by one system — Xero or ServiceM8, never both at once. See the warning in our Xero article before you switch invoice syncing on here.

What to expect on first sync

A few things about the first import surprise people but are normal — check these before raising a ticket:

  • No new job categories. Sophiie doesn't create job categories in ServiceM8. Your ServiceM8 categories are left exactly as they are — a first sync won't add one per Sophiie service.
  • Some customers arrive as "Unknown", and a few can be duplicated. Both are real, for two different reasons:

- "Unknown" comes from ServiceM8 into Sophiie, not the other way. When a ServiceM8 customer record has no contact first name, Sophiie stores that customer as Unknown Lead. Sophiie never sends an "Unknown" customer the other way — a Sophiie customer with no business name and no contact name is held back and not created in ServiceM8 at all. - Duplicates happen because ServiceM8 requires every customer name to be unique. When a Sophiie customer has no business name, Sophiie names the ServiceM8 customer after the person — Jane Smith becomes Jane Smith's Company. If two different people share a name, the second one is created with the Sophiie customer's ID added on the end, so the two aren't merged into a single record. Sophiie also tries to match an existing ServiceM8 customer before creating a new one: if she has an email address or a phone number she matches on that alone, and with neither she matches on an exact business name. A customer whose details differ between the two systems won't match, so a second record is created. - The fix: add the missing name, email address or phone number in Sophiie so the two records match, then tidy up the extra ServiceM8 record by hand. Sophiie has no control that merges two customer records.

  • Not every call becomes a job. A call only becomes a ServiceM8 job when it produces a booking. A service can end in one of five ways: Book it, Send an SMS, Send an email, Take a message (the default on a new service) or Transfer the call — and only Book it creates an appointment. The other four reach ServiceM8 only as a message in your ServiceM8 Inbox, and only when you've switched inquiry forwarding on.

Choosing objects and fields

The Objects & fields section of your Manage drawer shows what syncs for your account and lets you switch things on or off. A few rules apply:

  • Some records always sync and can't be switched off — in your Manage drawer these appear without a switch.
  • Some records sync together: where that applies, switching one on also switches on the record it depends on.
  • Required fields can't be unticked.

How inquiry forwarding works

With forwarding on, new inquiries from every channel — calls, SMS, web chat, web forms and email — are emailed into your ServiceM8 Inbox. Only the first message of each inquiry is forwarded; the rest of the conversation stays in Sophiie. For SMS and email, that means the message that starts a brand-new thread — including one your business or Sophiie starts. Each phone call, web chat or web form submission is its own inquiry and forwards once.

What lands in your Inbox is a summary of the inquiry rather than the raw message. The subject line reads New Inquiry for your business name, and the body lists one field per line:

  • First Name — always there
  • Last Name, Email, Phone, Job Address and Company Name — each included when Sophiie has it
  • Status: Quote — always there
  • Job Description — everything else on one line, separated by vertical bars: where the enquiry came from, the call or chat summary, any key points, the call recording link (on phone enquiries that have a recording) and a link back to the enquiry in Sophiie

Replies go straight back to the customer — the reply-to address on the forwarded email is their own email address.

Common Questions

Is the sync real-time?

Mostly. Jobs, companies, job activities and quote/invoice status changes arrive by webhook, and Sophiie processes them in batches — allow up to two minutes for a change to show. Team members and invoice payments are checked on a regular poll instead, and the initial import is paced deliberately.

Will my existing ServiceM8 data come across?

Yes — choosing ServiceM8 to Sophiie runs a full import of your existing data, respecting your per-object toggles. Large accounts take some minutes.

Can I sync multiple contacts per company?

Sophiie reads the company's full contact list from ServiceM8 and merges phone and email details from it. Writing back the other way updates the primary contact only.

Does completing a job in Sophiie close it in ServiceM8?

Yes — marking a job complete in Sophiie sets the matching ServiceM8 job's status to Completed, as long as all four of these are true:

  1. The job is already linked to a ServiceM8 job from an earlier sync.
  2. Your sync direction lets Sophiie write to ServiceM8 — that's Two-way sync or Sophiie to ServiceM8. With ServiceM8 to Sophiie, nothing is ever written back.
  3. Job syncing is switched on in Objects & fields.
  4. The Status field is switched on there too.

If any one of those is off, the ServiceM8 job keeps the status it already had.

Cancelling behaves differently from completing. A cancelled Sophiie job removes only its own booking from the ServiceM8 job, and the ServiceM8 job is marked Unsuccessful only when no other bookings are left on it. Completing has no such step — it sets the job status directly.

Approving an invoice in Sophiie is a separate path to the same place: it also moves the ServiceM8 job to Completed.

What happens when I disconnect?

Go to Settings → Integrations, find ServiceM8 and choose Disconnect. Syncing stops straight away, and everything already in Sophiie stays there.

Need More Help?

If you're not sure which sync direction or objects to choose, ask Sophiie Assistant in your dashboard first — she can guide you or make the change for you. Still stuck? Email support@sophiie.ai or call +61 7 5620 4640.