Skip to end of metadata
Go to start of metadata

You are viewing an old version of this page. View the current version.

Compare with Current View Page History

« Previous Version 17 Next »

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, and (blue star) corporate websites to their standard chat functionality, making communication with customers easier and more efficient than ever before.

This innovative solution is ideal for companies that rely on the chat functionality of Creatio but require the connection of chats to other channels. Omnichannel empowers businesses to streamline their communication processes, helping them to save time and improve their customer experience.

Key features of Omnichannel include the recording of incoming chats in the system, automatic completion of the client's contact data, and the ability to view messages on the Timeline tab of the associated contact card. The functionality also allows for the generation of a widget script in Creatio for adding it to your corporate website code.

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

Install the Beesender Omnichannel application

Install from the file

  1. Go to Application Hub

  2. Select New application

  3. Select Install from file

  4. Select BeesenderOmnichannel package

  5. Click Install

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

  5. Click Install

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

After successful synchronization, you can proceed to adding channels

If you don't have an OmniToken

  1. Go to the section Chat

  2. Click Action

  3. Select Synchronize

  4. Fill in the next fields:

    • Account name

    • Phone number

    • Email

  5. Click Send

6. Click Next

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

8. Click Save

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.

(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. Continue with Facebook (Facebook Account)

  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

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: 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

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;

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

I

Line

Skype

Teams

Twitter

Website

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:

  1. Go to https://www.workplace.com/ .

  2. Enter your business email address in the "Business Email Address" field.

  3. Click on "Try Workplace." You will then receive an activation code at the email address you provided.

  4. Enter the activation code and click "Continue."

  5. On the next page, enter all the necessary information, and click "Create your Workplace."

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:

  1. Go to Integrations and click on "Create custom integration." Fill in the name, and you can leave the "Description" field blank.

  2. In Creatio, create a new Workplace channel. The channel name is up to you. To obtain the access token, go back to Workplace and click on "Create access token." Copy the token and paste it into the "Token" field in Creatio. You can set the weight of the channel according to your preference. To obtain the PageID, open the chat window in the lower right corner of the window, find your integration through the search, and go to the page with the relevant chat by clicking on the integration name. The highlighted numerical value in the browser's address bar will be your PageID.

  3. Copy the webhook from the channel creation window in Creatio and paste it into Workplace on the Integrations page in the "Callback URL" field. Check all the boxes as shown in the screenshot. You can save the channel in Creatio once all the fields have been filled and the webhook has been copied.

  4. Also, grant all permissions for the integration, and then click the "Save" button at the bottom of the page.

  • No labels