Service Fusion | ElevenLabs Documentation

Your receptionist can add a new caller to Service Fusion as a customer, then create an unscheduled job with the details of the work, or a calendar task so your team calls them back. Service Fusion’s API uses OAuth access tokens that expire after an hour, which webhook tools can’t renew, so Reception connects through Zapier.

Before you start

Service Fusion’s Zapier integration and API are only available on the Pro plan.
Zapier asks you to sign in to Service Fusion when you connect it. Sign in as a user who will stay active.

Set up

Connect Zapier

If you haven’t yet, connect Zapier in Reception.ai.

Add the Service Fusion actions

In your Zapier MCP server at mcp.zapier.com, add the actions below and sign in to Service Fusion when Zapier asks. For each field, either set a fixed value or let the AI fill it in, as listed.

Assign the tools

In Reception.ai, open the Zapier integration’s Tools tab, select Refresh tools, and assign each action to the Client (receptionist).

Test it

Test your receptionist as a new caller who needs a repair. The customer and the job appear in Service Fusion.

Actions

Add the caller

Field	Value
Zapier action	Create Customer
Set in Zapier	The referral source, for example `Reception`, if it exists in Service Fusion.
Let the AI fill in	Customer Name (the caller’s full name or business name), first and last name, email, phone, the service address, and a private note.
Assign to	Client

Create a job

Field	Value
Zapier action	Create Job
Set in Zapier	Status, for example `Unscheduled`, so your dispatcher schedules the job. Optionally the job category and source.
Let the AI fill in	Customer Name (as used in Create Customer), the service address, and the description: what the caller needs, when they’re available, and how to reach them.
Assign to	Client

Leave the start date and assigned techs empty, so your receptionist never books over your schedule.

Ask for a callback

Field	Value
Zapier action	Create Calendar Task
Set in Zapier	The task type, and the user the task is assigned to.
Let the AI fill in	The start date (today’s date) and the description: the caller’s name, phone number, and why they want a call back.
Assign to	Client

Add a procedure for new work: add the caller, then create the job. For anything else, create a callback task.

Limitations

Zapier’s Service Fusion app can’t search customers, so your receptionist can’t recognize returning callers. A returning caller who books new work can be added twice.
Your receptionist can’t check technician availability or book a time. The job holds the caller’s preferred time in its description, and your team schedules it.
Each action your receptionist runs uses tasks from your Zapier plan. Zapier currently counts two tasks per successful call; failed calls aren’t counted. When the plan runs out, the actions stop until it resets.

Troubleshooting

Problem	What to check
A Service Fusion action doesn’t appear in Reception.ai	Select Refresh tools on the Zapier integration after adding actions in Zapier.
An action shows Changed and isn’t used	You edited it in Zapier. Select Update in the Tools tab.
Zapier can’t connect to Service Fusion	Check that your account is on the Pro plan, and that the user you signed in as is still active.
A job isn’t linked to the new customer	Customer Name in Create Job must match the name used in Create Customer exactly.
Create Job fails on the status	Status must be one of the job statuses in your Service Fusion account.