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New Channels for Creatio Chats by Beesender

About

Introducing Omnichannel for Creatio, a powerful solution designed to elevate the chat functionality of Creatio to new heights. With Beesender Omnichannel, businesses can seamlessly add chats from (blue star) Viber, (blue star) Instagram Direct, (blue star) Line, (blue star) Skype, (blue star) Teams, (blue star) Twitter, (blue star) SMS and (blue star) corporate websites to their standard chat functionality, making communication with customers easier and more efficient than ever before.

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Please note that Omnichannel is not compatible with any other Beesender products.

Table of Contents

Install the Beesender Omnichannel application

Install from the file

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  1. Go to Application Hub

  2. Select New application

  3. Select Install from file

  4. Select BeesenderOmnichannel package

  5. Click Install

Tip

Done. After successful installation, proceed to the next step.

Install from Marketplace

  1. Go to Application Hub

  2. Click New application

  3. Select Marketplace powered

  4. Select the application Beesender-Omnichannel-for-Creatio

  5. Click Install

Tip

Done. After successful installation, proceed to the next step.

BeesenderOmnichannel settings

If you already have an OmniToken

  1. Go to the section Chat

  2. Click Action

  3. Select Synchronize

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Tip

After successful synchronization, you can proceed to adding channels

If you don't have an OmniToken

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  1. Go to the section Chat Click Actionsettings

  2. Select Synchronizea channel

  3. Fill in the next fields:

    • Account name

    • Phone number

    • Email

      Image Removed

  4. Click Send

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7. Specify the Login and Password of a user with system administrator role in the appropriate fields

8. Click Save

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  1. Click Next

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  1. Click Generate an API Key

  2. Click Ok

  3. Click Save

Tip

After successful synchronization, you can proceed to adding channels

Add channels

To add any new channels, the process is the same for all of them. Start by opening System Designer, then navigate to the Chat settings section. From there, click on the + \button on the Channels details, and select the channel you wish to add.

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(blue star) Instagram

  1. Create Instagram Business Account https://beesender.atlassian.net/wiki/spaces/UM/pages/3154968590/Instagram+Direct#Preparing-an-Instagram-account.

  2. Connect to Facebook https://beesender.atlassian.net/wiki/spaces/UM/pages/3154968590/Instagram+Direct#Connecting-Instagram-account-to-Facebook

  3. Go to the Creatio

  4. Go to the System designer > Chat settings > Channels

  5. Click + and select Instagram

  6. Click Continue with Facebook

  7. Click Next

  8. Select a Page from the list

  9. Click Attach page

  10. Fill in the next fields:

    • Channel name – Value at your discretion

    • Chat queue – Select chat queue from the list

    • Active – Set the checkbox if you are ready to use the channel

  11. Click Add

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(blue star) Viber

  1. Go to https://partners.viber.com/

  2. Select the existing Bot or Create New (follow the link https://beesender.atlassian.net/wiki/spaces/UM/pages/884703295/Viber#Create-Bot-Account )

  3. Copy Token

  4. Go to the Creatio

  5. Go to the System designer > Chat settings > Channels

  6. Click + and select Viber

  7. Fill in the next fields:

    • Channel name – Value at your discretion

    • Token – Token from Bot Account Viber

    • Chat queue – Select chat queue from the list

    • Active – Set the checkbox if you are ready to use the channel

  8. Click Add

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(blue star) Line

Info

To add the Line channel, you need to have a Line account.

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This tab also shows the token. Go to the bottom of the page and under the heading "Channel access token" get the token, which is inserted in the channel settings in the system.

(blue star) Skype

Info

To connect Skype, you need to create and configure a Microsoft account.

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  1. Go to the System designer > Chat settings > Channels

  2. Click + and select Skype

  3. Fill in the next fields:

    • Channel name – Value at your discretion

    • Appid – Value from the Microsoft Azure account (next step)

    • AppPassword – Value from the Microsoft Azure account (next step)

    • Chat queue – Select chat queue from the list

    • Webhook – Copy this value

    • Active – Set the checkbox if you are ready to use the channel

  4. Go to your Microsoft Azure account, and select your bot.

  5. Open Settings tab and put Webhook to the Messaging endpoint field

  6. Click Manage next to the Microsoft App ID field

  7. A new window appears, where you probably need to log in again. After entering a password you will see the application managing window. 

  8. Copy the Application ID and set it to the Appid field in the Creatio

  9. To get AppPassword press "Generate New Password". Cope it and set to the AppPassword field in the Creatio

  10.  Click Add

  11. Next, add bot to the Skype channel in Azure and press "Save". New channel will be created.

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(blue star) Teams

Info

To connect Teams, you need to create and configure a Microsoft account.

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  1. Go to the System designer > Chat settings > Channels

  2. Click + and select Teams

  3. Fill in the next fields:

    • Channel name – Value at your discretion

    • Appid – Value from the Microsoft Azure account (next step)

    • AppPassword – Value from the Microsoft Azure account (next step)

    • Chat queue – Select chat queue from the list

    • Webhook – Copy this value

    • Active – Set the checkbox if you are ready to use the channel

  4. Go to your Microsoft Azure account, and select your bot.

  5. Open configuration tab and put the Webhook to the Messaging endpoint field

  6. Copy value from the Microsoft App ID field and put it to the AppId field in the Creatio

  7. To obtain the AppPasword, press the "Manage" button next to the Microsoft App ID.

  8. A window will open in which you may have to log in again. Once you have successfully entered your password, the "Secrets and Certificates" window will open. To retrieve the AppPassword, click on "Create a new client secret". Its value must be saved on your computer so that the bot can be used again.

  9. Click Add in the Creatio system

  10. The next step is to add the bot to the MS Teams channel on Azure.

    • To do this, go to the "Channels" tab and select Microsoft Teams from the list

    • Accept the user agreement

    • Select the commercial version of Microsoft Teams

    • Click "Apply"

  11. To open your bot in Teams press the "Open in Teams" button in the "Channels" section

(blue star) Twitter

Info

To connect Twitter, you need to create and configure a Twitter account

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  1. Go to the System designer > Chat settings > Channels

  2. Click + and select Twitter

  3. Fill in the next fields:

    • Channel name – Value at your discretion

    • AccessSecret – Value from step 12

    • AccessToken – Value from step 11

    • ConsumerKey – Value from step 7

    • ConsumerSecret – Value from step 8

    • EnvironmenName – Value from step 16

    • Active – Set the checkbox if you are ready to use the channel

    • Chat queue – Select chat queue from the list

  4. Go to https://developer.twitter.com/ and open your project at the Project & Apps tab

  5. Open Keys and tokens tab

  6. Next to the API Key and Secret block click Regenerate

  7. Copy the value from the API Key field and put it into the ConsumerKey field in the Creatio

  8. Copy the value from the API Key Secret field and put it into the ConsumerSecret field in the Creatio

  9. Click Yes, I saved them

  10. Next to the Access Token and Secret block click Regenerate

  11. Copy the value from the Access Token field and put it into the Access Token field in the Creatio

  12. Copy the value from the Access Token Secret field and put it into the AccessSecret field in the Creatio

  13. Click Yes, I saved them

  14. Open the Products tab

  15. Copy the value from the Dev environment label field at the Account Activity API block

  16. Put this value to the EnvironmenName field in the Creatio

  17. Click Add

(blue star) Website

  1. Go to the System designer > Chat configuration > Channels

  2. Click + and select Website

  3. Fill in the next fields:

    • Channel name – Value at your discretion

    • Domain – Fill in your website domain (for example: http://beesender.com )

    • Chat queue – Select chat queue from the list

    • Active – Set the checkbox if you are ready to use the channel

    • As script – Set the checkbox

    • As vue component – Don’t set the checkbox

  4. Copy the Script and use it on your Website

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Note

Important! In a situation where a person opens a widget, but does not write anything yet, a chat is created in the system. To ignore this signal, this line is added to the script:

window.beesenderchatconfig.sendInitialMessageOnWidgetButtonClick = false;

(blue star) SMS ((blue star) Twilio)

Follow the simple steps and you'll be up and running in no time:

  1. Go to the System Designer and open the Chat settings section.

  2. On the Channels detail, click + and select SMS.

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  1. Enter a name for the channel (e.g., SMS) in the Channel name field.

  2. Go to your Twilio account and log in.

  3. Click on My first Twilio account. On the Account Info tab you'll see two fields:

  • Account SID

  • Auth Token

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  1. Copy the Account SID value from this page and paste it into the Twilio AccountSid field in Creatio.

  2. Copy the Auth Token value from the Twilio page and paste it into the Twilio AuthToken field in Creatio.

  3. Click View all numbers

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  1. Select the paid number you wish to connect that supports SMS.

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  1. Click on the selected number.

  2. Copy the Webhook from the channel addition window in Creatio

  3. Paste the copied Webhook into the A Message Comes In field in the 'Messaging Configuration' window.

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  1. Click Save Configuration.

  2. Copy the phone number.

  3. Navigate back to the Creatio channel addition window and paste the phone number into the field labeled Phone Number.

  4. Enter the chat weight.

  5. Click Add.

Tip

That's it! You have successfully added the SMS channel to Creatio using an Upgraded Twilio account.

(blue star) Workplace

To connect your Workplace channel to your system, it's necessary to first create a Workplace account. If you already have an account, you can proceed to the steps for adding a channel in Creatio. We would like to guide you through the process of creating a Workplace account and adding a channel in Creatio, so you can start utilizing Workplace in your system effectively. Thank you for choosing our guide as a resource, and we hope to provide you with a helpful experience.

Creating a Workplace Account

To create a Workplace account, please follow the steps below:

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Congratulations! You have successfully created your Workplace account.

Creating a Workplace Channel in Creatio

Next, follow these steps to create your Workplace channel in Creatio:

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