--- title: CM Mobile Service Cloud API Integration on Truto slug: cmmobileservicecloud category: Helpdesk canonical: "https://truto.one/integrations/detail/cmmobileservicecloud/" --- # CM Mobile Service Cloud API Integration on Truto **Category:** Helpdesk **Status:** Beta ## MCP-ready AI tools Truto exposes 14 tools for CM Mobile Service Cloud that AI agents can call directly. - **list_all_cm_mobile_service_cloud_conversations** — Retrieve conversations from CM's Agent Inbox helpdesk system, optionally filtered by email address, order number, or conversation identifier. Returns: guid. All filter parameters are optional. - **create_a_cm_mobile_service_cloud_message** — Send a message via a custom channel in cm Mobile Service Cloud. Returns a 201 Created response with no documented response body. Required: ChannelAccountExternalIdentifier, ConversationExternalIdentifier, MessageExternalIdentifier, RelationExternalIdentifier, RelationName, Content, Attachments. - **create_a_cm_mobile_service_cloud_order** — Create or update orders in CM Mobile Service Cloud by submitting an orders array. Reusing an existing order_number updates the order instead of creating a new one. Returns: orders. Required: orders. - **list_all_cm_mobile_service_cloud_orders** — List orders for a customer in CM Mobile Service Cloud. Returns: order_number, list_view, email_address, phone_number, revenue, old_revenue, profit, old_profit, order_date, is_first_order, webstore_url, name. At least one of $EmailAddress or $PhoneNumber is required. - **cm_mobile_service_cloud_voip_register_event** — Register a VoIP event in cm to signal call lifecycle changes such as Answered, Disconnected, or Transfer. Returns the registered event including Id, EventType, PhoneNumber, PhoneExtension, Direction, PhoneReferrer, and Context with FilterField and FilterValue. Required: api_key, Id, EventType, PhoneNumber, PhoneExtension, Direction. - **list_all_cm_mobile_service_cloud_presence** — Check presence for a specific written channel in cm. Returns: Online or Offline, indicating whether at least one agent connected to the channel within the web store is online. Required: Channel. - **list_all_cm_mobile_service_cloud_voice** — List Voice queue and workforce status from cm Agent Inbox for a specific webstore. Returns: webStoreOpen, activeAgents, availableAgents, numberOfQueuedCalls, longestWaitingQueuedCallDateTime, longestWaitingQueuedCallInSeconds. Required: referrer. - **list_all_cm_mobile_service_cloud_customers** — Get customer information in CM Mobile Service Cloud by email, phone, or custom filter. Returns: name, email_address, phone_number, customer_since, total_spent, order_count, panel_view. At least one of email_address or phone_number is required. - **create_a_cm_mobile_service_cloud_customer** — Create or update customer lifetime data in CM by submitting a customers array. Each customer record includes email_address, customer_since, order_count, currency, total_revenue, and last_order_date. Returns an empty 201 response on success. Required: customers. - **list_all_cm_mobile_service_cloud_order_details** — Get detailed information about a specific order in CM for display in the Agent Inbox sidebar. Returns: display_as, caption, data. Required: id (the order_number from the order list). - **cm_mobile_service_cloud_search_search** — Search for customers and orders in CM matching an agent's search expression. Returns matching customers (email_address, name, phone_number, order_count, total_spent) and orders (email_address, order_number, order_date, revenue, name). Required: expression. - **list_all_cm_mobile_service_cloud_custom_panel** — List custom panel items for a customer in CM. Returns: id, description, custom_field. At least one of email_address, phone_number, or external_identifier is required. - **get_single_cm_mobile_service_cloud_custom_panel_by_id** — Get custom panel details for a specific item in CM. Returns: display_as, caption, data. Required: id. - **list_all_cm_mobile_service_cloud_customer_lifetime** — Retrieve customer lifetime data (total orders and revenue) for a specific customer by email in CM. Returns: email_address, customer_since, order_count, currency, total_revenue, last_order_date. Required: email_address. ## How it works 1. **Link your customer's CM Mobile Service Cloud account.** Use Truto's frontend SDK; we handle every OAuth and API key flow so you don't need to create the OAuth app. 2. **Authentication is automatic.** Truto refreshes tokens, stores credentials securely, and injects them into every API request. 3. **Call Truto's API to reach CM Mobile Service Cloud.** The Proxy API is a 1-to-1 mapping of the CM Mobile Service Cloud API. 4. **Get a unified response format.** Every response uses a single shape, with cursor-based pagination and data in the `result` field. ## Use cases - **Enrich the Agent Inbox with e-commerce context** — E-commerce and OMS platforms can push customer profiles, orders, and lifetime value into CM Mobile Service Cloud so agents see full purchase context when a shopper messages via WhatsApp, SMS, or email. This removes tab-switching and shortens handle time on order-related tickets. - **Unify voice channels inside CM's omnichannel inbox** — CCaaS and cloud telephony vendors can register VoIP call lifecycle events and read agent presence to route calls intelligently and log call activity alongside chat threads. Joint customers get a true omnichannel view without maintaining two consoles. - **Deliver third-party data as native sidebar panels** — Returns, loyalty, subscription, and warranty SaaS tools can surface their data directly in CM's Custom Panels so agents resolve issues without leaving the helpdesk. This turns your product into an embedded workflow rather than a standalone tab. - **Pipe proprietary chat channels into CM** — In-app chat SDKs, community platforms, and niche messaging providers can funnel their conversations into CM via message creation APIs. Support teams handle every channel from one queue with consistent routing rules. - **Power CX analytics with conversation and voice data** — Analytics and workforce management platforms can pull conversations, voice queue metrics, and customer lifetime data to build reports on handle time, LTV per contact, and queue performance. It gives shared customers deeper insight than CM's native dashboards alone. ## What you can build - **Order and customer upsert sync** — Continuously push new customers, orders, and line-item details from your platform into CM so agents always see the latest purchase state. - **Real-time VoIP call event streaming** — Register ringing, answered, transferred, and disconnected events against CM so calls appear live in the agent timeline. - **Agent presence-aware call routing** — Query CM's presence endpoint before routing calls or escalations to ensure they land only on available agents. - **Custom sidebar panels driven by your data** — Serve dynamic context cards — loyalty tier, return status, subscription details — into CM's Custom Panel framework keyed to the current conversation. - **Inbound message ingestion from proprietary channels** — Post messages from your in-app chat, community, or custom channel into CM conversations so they route through the same inbox as WhatsApp and email. - **Customer LTV and order-history enrichment widget** — Combine customer lifetime, orders, and order-detail data to render a revenue and history summary next to every open conversation. ## FAQs ### What operations are supported today via Truto for CM Mobile Service Cloud? Truto exposes tools to list conversations, list and create customers, list and create orders, list order details, list customer lifetime data, list voice queue and presence data, register VoIP events, create messages, list and get custom panels, and run search queries. Additional endpoints can be added on request. ### How is authentication handled for end users connecting their CM account? Truto manages CM Mobile Service Cloud credential exchange, storage, and refresh on your behalf. Your end users authenticate once through Truto's connection flow and your app calls a single unified endpoint without handling secrets. ### Is there a Unified API for CM Mobile Service Cloud? There is no unified helpdesk API mapping for CM Mobile Service Cloud yet. Integrations today are built against the passthrough tools listed above, which give you direct, typed access to CM's native resources. ### Can we push data into CM's Custom Panels to render in the agent UI? You can list and fetch custom panels via Truto to read what's configured. The panels themselves are served by your backend, so Truto is typically used to reconcile panel identifiers and correlate them with conversation context. ### How fresh is voice queue and presence data? Voice and presence endpoints are read on-demand via list calls, so freshness matches whatever your polling or trigger cadence is. For live call state, use the VoIP register-event tool to push updates into CM as they happen rather than polling. ### Can we search across conversations, customers, and orders? Yes — the search tool lets you query CM by identifiers such as email, phone, or order number to locate matching conversations and related records, which is useful for deep-linking from your product back into the correct CM thread. ### What if we need an endpoint that isn't in the current tool list? Truto adds new CM Mobile Service Cloud endpoints on request. If you need webhook subscriptions, ticket status updates, or other resources not listed, they can typically be onboarded without you writing CM-specific client code.