How to Integrate and Manage Channel Configuration in Qontak CRM

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Learning Center Mekari
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Through Qontak CRM, you can integrate Channels in the Properties menu. In this case, you can integrate Qontak Omnichannel into Qontak CRM. Apart from that, 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 chats that enter Omnichannel. The contents of conversations can also be seen on the Deal or Ticket timeline so that you can more easily understand the context of a Deal or Ticket. Previously, you needed to complete the Qontak Omnichannel account integration process with Qontak CRM first. The following are the steps. Following are the steps.

The Channel Integration page can only be accessed by Owner users 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.
  2. Then click “Channel Integration”.
  3. On the following page, click “Connect”.
  4. Afterwards enter the Omnichannel API token. Then, click "Connect".

    - You need to log in to Omnichannel first.
    - You must enter the API token belonging to the Admin in the Omnichannel account who also acts as the owner of the CRM account.

  5. A successful integration process will look like the following.

B. How to Set Channel Configuration

After completing the integration process, your CRM account has been successfully connected to your Omnichannel account, but you still need to complete the configuration process. To continue setup, click the "Set configuration" button, as shown below.
Then, you will see two integration options. In this case, you must select one of the following, such as:

A. Integrate all channels into a pipeline of selected module

By selecting this integration option, Deals or Tickets will automatically be created in 1 pipeline. This deal or ticket comes from chat that goes to all channels on Omnichannel. Here are the steps:

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

    If you only want to integrate with the Ticket module, then you don't need to fill in the columns in the Deals module section.

  2. Next, click “Action” and select Edit to complete the CRM module column.
  3. Then, select the Pipeline, New stage, and Won/Closed stage type to complete the CRM module column in the module to be integrated.

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

  4. If all the data has been selected, then click "Save changes".
  5. 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 be automatically created every time there is an incoming chat on Omnichannel.

B. Set multiple channels into multiple pipeline manually
By selecting this integration option, you may specify that Deals or Tickets created automatically in CRM only come from specific channels in Omnichannel. Aside from that, you can specify whether the Deal or Ticket can be created in multiple pipelines based on your requirements. Here are the steps.

  1. Click “Add configuration”.
  2. Then complete the Channel Name, Integration ID, and select CRM Module.

    - Integration ID can be obtained by logging in to Qontak Omnichannel first.
    ID Integration.png
    - The "Deals" module may have had its name changed by the Admin in your company (Example: Visits, Tickets, Reports, etc.). Make sure you select the appropriate module according to the menu in the sidebar.

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

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

  4. Click "Save".
  5. Then the following notification will appear. In this case, Deals or Tickets will be automatically created every time a chat enters the specified channel.

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

C. Additional Configuration

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

- Enable integration owner → By enabling this, the first agent assigned to 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 auto-association with the primary company → By activating this, Deals/Tickets created automatically will be immediately associated with the company registered with CRM based on customer data in the chat room. Make sure the customer data is also stored in the Contact menu in CRM and has a company association.
- Enable  auto-resolve of conversations based on CRM activities → By enabling this, chat rooms in Omnichannel will automatically become resolved if the Deal/Ticket created automatically is moved to the Won/Closed stage.

That is how to integrate and manage channel configuration in Qontak CRM. To integrate the chat panel with Qontak CRM Messenger on the Web, you can learn here.