How to Set Up Channel Integration

Article author
Learning Center Mekari
  • Updated

Through Qontak CRM, you can integrate Channels through the Properties menu. With this channel integration, you can integrate Qontak CRM into Qontak Omnichannel or several platforms with other chat panels such as email or Instagram. 

With this integration, you can auto-resolve chats from Omnichannel by moving Deals to the Won tab. Previously, you needed to carry out the Qontak Omnichannel account integration process with the Qontak CRM first. Here are the steps.

  1. Enter the Properties menu.
  2. Then click “Channel Integration”.

  3. In the Chat Panel Credential (Admin) section, enter your Omnichannel email and password.

  4. When you integrate Omnichannel with CRM, Webhooks will be automatically populated.

  5. In the Deal Setting, you can enter Sales Pipeline in the Select Pipeline section, New in the Select Stage New section, and Won in the Select Stage Won section.

  6. Check Enable Channel Integration, to be able to identify the source ticket based on the channel on the Omnichannel (WhatsApp, Webchat, Instagram, etc.). Then, click "Save" to save.
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    - Check Enable Owner Integration to integrate the owner with the Omnichannel/channel agent.
    - Check Enable auto-associate to primary company to automatically associate companies on deals, when the associated contact already has a company association.

  7. Furthermore, all incoming messages on Omnichannel will automatically be made as deals/tickets on CRM as follows. Then, move the deals from the Omnichannel chat and swipe to the Won section. 
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  8. Then, your chat on Omnichannel Qontak will be automatically resolved.

That's how to set Auto Resolve Omnichannel in Qontak CRM. To integrate the chat panel with Qontak CRM Messenger on the Web, you can learn here.