External lines are a convenient tool that allows to communicate with clients in Space chats, while they are writing to you in third-party messengers.

Clients can contact your company via this messenger, for example, using a contact button on your website or a widget. You will be able to work with these messages in the chat of your Space by going to the External Lines tab.

All client requests first go to the Unassigned tab. This means that no employee is working with chats from this list yet. But they can be seen by everyone who has access rights to External Lines.

To start working with a specific dialog, it is enough to click on the Reply button (1). Or open the chat first and click this button already there (2).

After that, the dialog will be moved to the Active tab. It contains chats with which a specific employee works. This is a list of dialogs with which the employee is working and for which he/she is responsible.

In addition, a text input row will be available in the chat. To send a message, click on the special button.

In addition to the ability to communicate and consult clients in chats, external lines help connect requests and sales. They provide access to your CRM in the active dialog window at once.

When you click a special button, lead is automatically created.

In addition, it will be displayed in the chat as a system message and also a block with information about the created lead will open.

Then you can proceed to its processing. First, you need to go to the card of this lead. It is enough to click on its name in the system message or in the CRM Connections block. In the card, you can convert the lead into the desired entities. Let's create a contact based on it as an example.

As a result, it will be displayed in the CRM Connections block at once.

At any time, you can go to the card of the created contact from the chat window. For example, when there is a need to edit data. It is enough to click on its name in the system message or in the CRM Connections block. A contact card will open, where you can make all the necessary changes and save.

As a result, it will be displayed in the CRM Connections block at once.

A quick form for creating a deal will open. Fill out all the required fields and click the Create button.

After that, you will see a system message in the chat and also a block with information about the created deal will open.

After starting communication with the client and creating a lead based on the dialog, a block of going to the chat automatically appears in its card.

To go to dialog, you must first call the interaction menu by clicking on the three dots. Then select the corresponding item. In addition, you can close the dialog here.

In the dialog block, you will see the last message that was left by you or a client. If you click on it, you can go to the dialog as well.

A chat window will open where you can continue the conversation.

There are situations when a client saved in your database as a lead or contact writes to you in the bot, and you recently reinstalled the integration with the messenger, then another chat will be displayed in the CRM card.

The dialog which contains the latest message, moves to the top of the list.

In addition, the field External lines appeared in the cards of CRM elements created on the basis of external chats. It specifies the account of the client who wrote to the bot. The type of messenger is indicated as well.

If you click here, a chat with the client will open.

The chat where the latest message was sent will open in Space.

You can add other managers (Space employees) to the chat at any time. For example, if you need to solve issues that your colleagues know more about.

To do this, click on the special button for calling the interaction menu (three dots) and select Add to dialog. In the list, select the required users by checking them and click Add.

Also, if necessary, you can redirect the dialog to another manager (Space employee). To do this, use the Redirect item. Select the desired user from the list and click Add.

The dialog with the client can be renamed. To do this, click on the name of the chat above. Then the viewing form will open.

Click on the pencil icon.

Enter the desired name and, if you want, you can also upload an image. After that, click Save.

Changes will be displayed in both the dialog box and the chat list.

After the client's question has been resolved, you can close the chat ✅

For this, it is enough to click on a special button.

Confirm your actions by clicking End dialog button.

The dialog that was ended goes to the Inactive tab at once. It contains those external chats that have already been processed by the manager.

But if necessary, you can work with them at any time. To do this, select the desired dialog and click Start.

After that, the chat will be moved back to the Active tab. You can communicate with the client there again.

If the message to the external line was not targeted and contained insults or some unwanted information, you can mark the chat as spam and close it.

After that, the dialog, just like the usual one, is closed and goes to the Inactive tab. It can also be restored again if necessary and you can go on working with it.

How a user can work in external lines depends on his/her role in the Space and the permissions configured in it.

☝🏻Therefore, pay attention if the user role includes:

If you have additional questions or you need to contact the support, send a request to this email [email protected]