When connecting each external channel or during its setup, you can establish links between the channels and CRM.
🔍 Currently, Uspacy supports integration with:
WhatsApp. You can read more about it in the following article.
Telegram. You can read more about it in the following article.
Viber. You can read more about it in the following article.
Facebook. You can read more about it in the following article.
Instagram. You can read more about it in the following article.
However, CRM connections are currently available only for Telegram, Instagram and Facebook. The option for other channels will be available a bit later. Stay tuned for our updates 😉.
What are the benefits of integration? Firstly, convenience. The chance of losing or not saving a client inquiry is minimized.
Secondly, time savings. Automation of the process significantly speeds up work. A new element (lead, contact, or deal) doesn’t need to be created manually. The system can do it for you.
Thirdly, integrity and logic. All the conversations you have with clients in chats will be immediately saved to their CRM cards, making it easy and quick to track the communication history.
How to establish connection between External lines and CRM?
To do this, activate this option in the integration settings. This can be done either during the channel connection to the Space or later when you go to the settings.
🌟 Please note that CRM connections is only available on commercial plans. More details about plan features can be found on the pricing page.
In Uspacy, you can link chats from a specific external channel to CRM entities both manually and automatically.
Manually
To use the manual method, switch the toggle button to active mode and Save the parameter changes.
No additional settings are needed. After that, when you open a chat with a client, you will see a button for connecting it to the CRM.
Automatically
For the automatic method, the first step is to switch the toggle button to active mode (1). Then, configure the automatic interaction options between CRM and new dialogs. In other words, select which entity elements will be created based on new chats (2).
Just check the boxes for the options you need.
🌟 Please note that automatic creation of new elements based on dialogs from external channels is only available on the Professional plan.
Next, select the type of CRM entity that will be created based on:
🟣 A new chat from an unknown contact. For this option, the system suggests creating a Lead. However, you can select others that fit your CRM workflow.
Also, specify the Default source.
💡The possible values for this field depend on the entity type selected for creation based on the chat.
You can add your own option as well. This means your list can include not only standard sources but also those that clients use to contact you (such as Telegram, Viber, and Facebook in the future 😉).
How to add a name of an External Line as a source?
How to add a name of an External Line as a source?
In the Settings, go to the block of the entity for which you want to add your own value option for the Source field.
Then, edit the parameters of this field.
Next, add (1) a row for the new value and give it a name (2), and then click Save (3).
After that, when filling out the Default source field in the integration settings, the newly created option will appear.
Also, specify the Default person responsible for new entity elements that will be created. This could be the chat operator, the user who is handling the dialog.
Or anyone else from all the active users in your Space.
🟣 A new chat from a known contact, the system suggests creating a Lead. However, you can select Deal if that fits your CRM workflow better.
Also, specify the Default source.
💡 The possible values for this field depend on the entity type selected to be created based on the chat. These options can be supplemented with your own ones, as described in the previous section above ⬆️
And the Default person responsible for new entity elements that will be created. This could be the chat operator, the user who is handling the dialog, or anyone else from all active users in your Space.
Once all the settings are complete, don't forget to Save them.
How does it work?
As mentioned earlier, the process of establishing connections between external line dialogs and CRM entities can occur in two different ways:
Manually
This method is useful when:
🟣 You need to link already existing client chats to CRM entities in your database (even if you've set up automatic linking in the settings).
🟣 You need to change an existing dialog link to a CRM entity.
🟣 You are using the Standard plan.
To manually link a chat to the required CRM entity, click the corresponding button (1) and establish the connection (2).
If the required entity doesn't exist, create it right away.
💡 All the connections you establish will be applied immediately, without the need for additional saving.
Click the Go to viewing mode button to see the result.
However, at any time, you can change the established connections. To do so, click the pencil icon and edit—either add new connections or remove existing ones.
Please note!
Whether each individual user working with the external line channel will be able to establish connections between chats and specific entities depends on the roles and permissions in CRM. That is:
🟣 If viewing all elements of a specific entity is prohibited, access to those elements will be completely restricted.
🟣 If viewing only your own elements is allowed, the list of all possible entity elements to link will only display those the user has access to.
🟣 If viewing is allowed, but editing all entity elements is prohibited, the user will not be able to change a link established by another user.
🟣 If a user only has permissions to edit their own elements, they won't be able to change a link set by another user, but they can add another element that they have permissions to.
🟣 If a user does not have permissions to create entity elements, they won't be able to add a new lead, contact, company, or deal directly from the External Lines interface.
Automatically
This method is characterized by operating according to the parameters set in the external line channel settings for processing new inquiries.
Let's consider an example where you receive a new dialog from a contact that is unknown to your database. According to the settings for this scenario, you've selected the creation of a Lead.
When you open the chat and go to the CRM сonnections block, you’ll see this new lead. The system automatically created it and linked it to the dialog.
If, as a result of processing the lead, you create other entity elements, they will also automatically receive the connection to the dialog.
🟣 Or you receive a new dialog (the previous one was already closed) from a contact already known in your database. According to the settings for this scenario, a Deal is selected to be created.
So, when you open the chat and go to the CRM connections block, you’ll see this new deal. The system automatically created it and linked it to the conversation from the external line. Of course, you’ll also see the contact (or company) that already exists in your database and has been recognized by the system.
Specifics of creating links:
🟪 If lead creation is enabled in settings, and only a contact (or only a company) is linked to the chat:
🔗 If they don’t have an open lead – the system will create a new lead and link it to the contact and chat.
🔗 If they have one open lead – the system will link that existing one.
🔗 If they have multiple open leads – the most recent one will be linked.
🟪 If deal creation is enabled in settings, and only a contact (or only a company) is linked to the chat:
🔗 If they don’t have an open deal – the system will create a new deal and link it to the contact and chat.
🔗 If they have one open deal – the system will link that existing one.
🔗 If they have multiple open deals – the most recent one will be linked.
Order of link checking
If both a contact and a company are linked to the chat:
The system first checks if the contact has an open lead or deal (depending on settings).
If nothing is found – it checks the company.
If nothing is found there either – a new lead or deal is created according to the configured settings.
If you have additional questions or you need to contact the support, send a request to this email [email protected]