Smokeball

Smokeball is legal practice-management software. On inbound and outbound calls where there's a match, the VoxaLink agent app pops the contact's name and a clickable link to their Smokeball record, so staff can open the matter without hunting for it.

It authenticates with per-user OAuth: the admin sets the region and scope at tenant level, then each user pairs their own Smokeball account. Both number format and email matching have to line up — read Before you connect first.

Before you connect

• A Smokeball account for each user who wants pops, in your region.
• Phone numbers that match VoxaLink's format exactly and are present on the Smokeball contact. Matching is by phone number — if the formats differ, or the number isn't on the contact, nothing pops. Check how a number appears in Call Analytics (Call Analytics) and store Smokeball contacts the same way.
• Email matching is required — each extension's email must match the corresponding Smokeball user's email, or the connection won't attribute correctly. Set the extension's email under Directory → the person → Email (Directory).
• Pop-ups allowed for the Smokeball sign-in window during pairing.

Connect Smokeball in VoxaLink

First the admin sets it up at domain/tenant level:

1. Open Admin → CRM Integrations and find Smokeball under Industry Specific.
2. Click Configure and set:
   • Region — US, Australia or UK.
   • Staging preference.
   • Apply to — All accounts (tenant-wide), or a single permission group to pilot it with one team first.
3. Click Save.

Each user then pairs their own account from their CRM settings page:

1. Click Pair and sign in to Smokeball (allow pop-ups for the sign-in window).
2. When paired, the red ✗ becomes a green ✓.
3. To revoke access later, unpair from the same page.

What happens on a call

• Inbound and outbound — when there's a match, the agent app pops the contact's name and a clickable link to their Smokeball record.
• Real-time lookups — matches are looked up live, not stored.
• Ignored calls — extension-to-extension calls and star codes are skipped.
• Unknown numbers — there's no automatic record creation; an unmatched number simply doesn't pop.

Troubleshooting

• No contact pops — check the number is stored on the Smokeball contact and matches VoxaLink's format. Compare it with Call Analytics (Call Analytics).
• Pairing fails or the window doesn't open — allow pop-ups for the Smokeball sign-in window, then click Pair again. A green ✓ confirms success.
• Wrong attribution — the extension's email must match the Smokeball user's email (Directory).
• Wrong environment — confirm the Region (US, Australia or UK) and staging preference are set correctly in Configure.