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Set up your CRM integration

Kristie
  • Updated

Purpose: This article explains how to set up and configure the CRM integration in Sendcloud. You’ll learn how to connect your CRM, configure your connection, and define which shipment exceptions should be sent to your CRM.

The CRM integration is currently in beta. If you’d like to participate or need access, please contact Customer Support or reach out to your Customer Success Manager.

What is a CRM integration

With the CRM integration, you can send shipment exceptions from Sendcloud to your CRM. A CRM (Customer Relationship Management system) is the tool your support team uses to manage customer conversations and issues.

This allows your team to handle delivery issues in the same environment they already work in, without switching between platforms.

Sendcloud monitors shipment events and creates a CRM ticket when a shipment matches your configured conditions.

Important: CRM integrations send shipment issues to your CRM. They do not contact your customers directly. Any follow-up communication must be handled within your CRM.

 

Use the CRM integration

The CRM integration syncs shipment exceptions to your CRM, so your team can review and follow up on delivery issues from one central place. You can use this integration to:

  • Send shipment exceptions to your CRM
  • Help your support team work from their existing support tool
  • Reduce manual work by avoiding switching between systems
  • Support your internal workflows and follow-up processes in your CRM

The following CRM providers are currently supported:

  • Gorgias
  • Zendesk
  • Kustomer
  • Klaviyo
  • Webhook
  • Sendgrid V2
  • Freshdesk

→ Before you start

Before you set up the integration, make sure you have:

  • Admin access in Sendcloud to manage CRM settings
  • Admin or API access in your CRM to connect the integration
  • The required authentication credentials, such as OAuth permissions or an API key, depending on your CRM provider


How to set up your CRM integration

Step 1 Open your CRM settings

Go to the CRM settings page in your Sendcloud panel.

  1. In your Sendcloud panel, go to Settings > Support Automation > CRM Settings.
  2. From this page, you can connect your CRM provider and configure when CRM tickets should be created.
Step 2 Choose your CRM provider

Select the CRM you want to connect.

  1. Open the CRM provider dropdown.
  2. Select the CRM you want to connect.
Note: Supported CRM providers may differ depending on your setup and beta access.
Step 3 Connect your CRM

Connect your CRM using the authentication method available for your provider.

We try to simplify the connection process as much as possible. For certain integrations (such as Gorgias or Klaviyo), you only need to authorize Sendcloud by following the provided connection flow.

If this option is not available for your provider, you will need to enter the required API details manually instead.

Tip: The available connection method depends on your CRM provider.
Step 4 Set when tickets are created

Use the Filters (conditions) section to choose which shipment exceptions should be sent to your CRM.

You can configure filters based on the following conditions:

  • Exception types, such as Lost, Damaged, or Delayed
  • Phase types, such as In transit, Put for delivery, or Sorted
  • Carriers
  • Origin countries
  • Destination countries

Phase types describe the normal progress of a shipment. Exception types describe delivery issues. A shipment can match either a phase or an exception at a given time.

All filter fields are optional.

Note: Conditions within a single filter use AND logic. This means all selected conditions in that filter must match for a ticket to be created.
Step 5 Set up custom fields (if available)

Some CRM providers may support custom fields.

If this option is available, you can use it to define which Sendcloud data is added to the created CRM ticket.

If no custom field options are shown, the integration uses the default setup for that provider.

Step 6 Save your settings

After you configure your connection and filters, save your settings.

Once active, Sendcloud will create CRM tickets when a shipment matches the configured conditions.

Note: It can take up to 10–15 minutes for new or updated filters to take effect.

Manage your filters

You can create one or more filters to control when CRM tickets are created. Filters allow you to define which shipment exceptions should be sent to your CRM, based on the conditions you set.

For each filter, you can:

  • Enable or disable the filter
  • Update the selected conditions
  • Delete the filter if you no longer need it

Within a single filter, all selected conditions must match before a ticket is created. If you create multiple filters, they use OR logic. This means a shipment only needs to match one active filter to be sent to your CRM.

By adjusting your filters, you can control which shipment exceptions are shared with your CRM and make sure your team only receives the most relevant tickets.

💡 Example

Suppose you create these two filters:

  • Filter 1: Exception type is Damaged and carrier is DHL
  • Filter 2: Exception type is Damaged, carrier is DPD, and origin country is GB

This means you will receive all damaged DHL shipments, and damaged DPD shipments only when they originate from Great Britain. A ticket is created as soon as at least one active filter matches.

Troubleshooting

I can't connect my CRM

Check that you selected the correct CRM provider and that you have the required admin or API permissions in your CRM.

No tickets are being created

Check your CRM connection and review your filter configuration to ensure it matches the shipment exceptions you want to send.

I don't see custom field options

Custom fields may not be available for all CRM providers. If the option is not shown, the integration uses the default setup for that provider.