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How to Integrate and Configure Channels on Qontak CRM

Article author
Learning Center Mekari
  • Updated

Through Qontak CRM, you can integrate Channels in the Properties menu. In this case, you can integrate Qontak Omnichannel with Qontak CRM. Additionally, customer data who send chats on Omnichannel will automatically be saved in the Contacts menu in CRM.

With this integration, CRM will automatically create Deals or Tickets based on incoming chats to Omnichannel. The chat conversation content can also be seen on the timeline of the Deal or Ticket, making it easier for you to understand the context of the Deal or Ticket. Beforehand, you need to integrate your Qontak Omnichannel account with Qontak CRM first. Here are the steps.

Important
The Auto-create via chat page can only be accessed by users with the Owner role or users with the Admin role.

A. How to Integrate Channels with Qontak CRM

  1. Log in to your CRM account then select the Properties menu.

    Important 
    Before starting, please make sure that:
    - You have access to Qontak Omnichannel and CRM.
    - You have the necessary permissions to configure the integration.

  2. Then click "Auto-create via chat".
  3. Next, on the following page, enable “Auto-create deal or ticket via chat”.
  4. Then the following notification will appear stating that Auto-create via chat has been successfully activated.

B. How to Configure Channels

After completing the integration process, your CRM account will be successfully connected with your Omnichannel account, but you still need to complete the configuration process. Continue the configuration by clicking the “Configure” button as shown below.

Then you will see two integration options and you need to choose one of the following options:

1. Integrate all channels into one pipeline in the selected module

By selecting this integration option, Deals or Tickets will automatically be created in one pipeline. These Deals or Tickets come from chats received across all channels in Omnichannel. Here are the steps:

  1. You can choose to integrate all your channels into the Deals module only, the Tickets module only, or both modules.

    If you only want to integrate with the Tickets module, then you do not need to fill in the fields in the Deals module section.

  2. Next, click “Actions” and select Edit to complete the CRM module fields.

  3. Then, select the type of Pipeline, New stage, and Won/Closed stage to complete the CRM module fields for the module to be integrated.
    8.png

    - Deals or Tickets will automatically be created in the Pipeline you choose.
    - In the Pipeline category, you can select the type of Pipeline according to your needs.
    - Deals or Tickets will automatically be created in the New stage you choose.
    - In the New stage category, you can select a stage from the Pipeline in the chosen module.
    10.png
    - If the Omnichannel room is resolved, then the Deal or Ticket in CRM will automatically move to the Won/Closed stage.
    Won Stage Done 1.png

  4.  Once all the data is selected, click “Save changes”.
    11.png

  5. Next, the previously selected data will appear in the following CRM Module column.

  6. Then click “Save changes”.

  7. Then the following notification will appear. In this case, Deals or Tickets will automatically be created every time a chat comes in on Omnichannel.

2. Configure multi-channel to multi-pipeline manually

By selecting this integration option, you can specify that Deals or Tickets automatically created in CRM come only from certain channels in Omnichannel. Additionally, you can specify that these Deals or Tickets are created in different pipelines according to your needs. Here are the steps:

  1. Click “Add configuration”.

     

  2. Then fill in the Channel Name, Integration ID, and select CRM Module.

    Important
    - The Integration ID can be obtained by logging into Qontak Omnichannel first.
    ID Integration.png
    - The “Deals” module name may have been changed by an Admin in your company (Examples: Visits, Ticket, Reports, etc.). Make sure you select the module that corresponds to the menu in the sidebar.

  3. After selecting the CRM Module, you can select the type of Pipeline, New stage, and Won/Closed stage.

    - Deals or Tickets will automatically be created in the Pipeline you choose.
    - In the Pipeline category, you can choose the type of Pipeline based on Feedback, Technical reports, and User claims.

  4. Click Save.
    23.png

  5. Then click “Save changes”.

  6. Then the following notification will appear. In this case, Deals or Tickets will automatically be created every time a chat comes into the specified channel.

    You can add up to 30 different channels according to your needs by repeating the steps from the beginning.

C. Additional Configuration

Before completing the integration process, you can select and set additional configurations, namely:

- Enable integration owner → By enabling this, the first agent assigned in Omnichannel will become the owner of the automatically created Deal/Ticket. Make sure the agent in Omnichannel is registered as a user in CRM.
- Enable automatic association to the main company → By enabling this, the automatically created Deal/Ticket will be directly associated with the company registered in CRM based on customer data in the chat room. Make sure the customer data is also saved in the Contacts menu in CRM and has a company association.
- Enable automatic conversation resolution based on CRM activity → By enabling this, the chat room in Omnichannel will automatically be marked as resolved if the automatically created Deal/Ticket is moved to the Won/Closed stage.

That is how to integrate and configure channels on Qontak CRM. To integrate the chat panel with Qontak CRM Messenger on the Web, you can learn more here.

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