Beesender Omnichannel
New сhannels for Creatio сhats 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 Viber, Instagram Direct, Line, Teams, SMS and 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,
ability to view messages on the Timeline tab of the associated contact card,
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
Go to Application Hub
Select New application
Select Install from file
Select BeesenderOmnichannel package
Click Install
Done. After successful installation, proceed to the next step.
Install from Marketplace
Go to Application Hub
Click New application
Select Marketplace powered
Select the application Beesender-Omnichannel-for-Creatio
Click Install
Done. After successful installation, proceed to the next step.
BeesenderOmnichannel settings
If you already have an OmniToken
Go to the Chat section
Click Action
Select Synchronize
After successful synchronization, you can proceed to adding channels
If you don't have an OmniToken
Authorization by Login and Password
Login and password authorization is available only after enabling the OmniCanLoginWithCredentials feature in the "Feature toggling" section.
You can skip steps 1-6 if you already have the Feature toggling section.
Go to System designer
Open the Workplace setup section
Select the workplace where you want to display the Feature togging section
Click Open
In the Sections detail, click +
Select Feature togging
Go to the Feature togging section
Enter the name of the setting OmniCanLoginWithCredentials in the input field
Set an active checkbox Is enabled
Click Save all
Refresh the page
Now you can log in with your login and password.
Go to the Chat section
Click Action
Select Synchronize
In the Beesender Omnichannel configuration fill in the following fields:
Token – is your personal token that you can get from support of Beesender or click a Token request button
Fill in the following fields in the next window:
Company name: Enter the name of your company.
Email address: Enter the contact person's email address.
Click Send.
Once the token is successfully obtained, the Secret key field will be filled in (Using the Token request button you will receive a token valid for 2 weeks. To renew the token, please send a request to support@beesender.com).
Login – user login with system administrator rights
Password – user password with system administrator rights
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 detail, and select the channel you wish to add.
To connect Instagram channel, you need to create a business account and connect it to Facebook.
Go to the System designer > Chat settings
In the Channels details, click + and select Instagram
Click Continue with Facebook
Enter the password for the Facebook user who is the administrator of the Facebook page
Click “Edit settings”
For the Facebook page where Instagram was linked, fill in the checkbox and click “Next”
Check that all page options are enabled and click the “Done”
Click “OK”
Click Attach page
Fill in the next fields:
Name – Value at your discretion
Queue – Select chat queue from the list
Active – Set the checkbox if you are ready to use the channel
Click Save
Done! Instagram channel connection is completed.
Viber
To connect Viber channel, you need to create a business account and register a Viber chatbot channel.
Go to the System designer > Chat settings
In the Channels details, click + and select Viber
Fill in the next fields:
Name – Value at your discretion
Token – Token from Bot Account Viber
Queue – Select chat queue from the list
Active – Set the checkbox if you are ready to use the channel
Click Save
Done! Viber channel connection is completed.
Line
To add the Line channel, you need to create an account and a developer channel in Line.
Go to the System designer > Chat settings
In the Channels details, click + and select Line
Fill in the next fields:
Name – Value at your discretion
Token – Value from Line Developer Console
Queue – Select chat queue from the list
Active – Set the checkbox if you are ready to use the channel
Copy the URL from the WebHook field.
Go back to the Line Developer Console
In the channel settings, go to the Messaging API tab
Find the Webhook settings section and click Edit
Paste the previously copied URL and click Update
Turn the Use webhook switch to the right
Check the URL by clicking Verify
If everything is correct, the Success message will appear.
After that, you can click on “Edit” and set up the chat.
Go to the bottom of the Messaging API tab, copy the value from the Channel access token field and paste the Token into the Creatio field.
Click Save in Creatio
Next, you can:
Scan the QR code in the Messaging Api tab via your mobile app "Line"
Write in a chat - the message should then be sent to the system.
Done! Line channel connection is completed.
Teams
To connect Teams, you need to create and configure a Microsoft account.
Go to the System designer > Chat settings
In the Channels details, click + and select Teams
Fill in the next fields:
Name – Value at your discretion
AppId – Value from the Microsoft Azure account (next step)
AppPassword – Value from the Microsoft Azure account (next step)
Queue – Select chat queue from the list
WebHook – Copy this value
Active – Set the checkbox if you are ready to use the channel
Go to your Microsoft Azure account, and select your bot.
Open configuration tab and put the Webhook to the Messaging endpoint field
Copy value from the Microsoft App ID field and put it to the AppId field in the Creatio
To obtain the AppPasword, press the Manage button next to the Microsoft App ID.
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 New client secret. Its value must be saved on your computer so that the bot can be used again.
Click Save in the Creatio
The next step is to add the bot to the MS Teams channel on Azure.
Go to the Channels tab
Select Microsoft Teams from the list
Accept the user agreement
Select the commercial version of Microsoft Teams
Click Apply
To open your bot in Teams press the Open in Teams button in the Channels section
Done! Teams channel connection is completed.
Website
Go to the System designer > Chat settings
In the Channels details, click + and select Website
Fill in the next fields:
Name – Value at your discretion
Domain – Fill in your website domain (for example: http://beesender.com)
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
Copy the Script code and use it on your Website
Done! Website channel connection is completed.
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;
SMS (Twilio)
Go to the System designer > Chat settings
In the Channels details, click + and select SMS.
Enter a name for the channel (e.g., SMS) in the Name field.
Go to your Twilio account and log in.
Click on Account Dashboard. On the For you tab in the Account details, you will see two fields:
Account SID
Auth Token
Copy the Account SID value → paste it into the Twilio AccountSid field in Creatio.
Copy the Auth Token value → paste it into the Twilio AuthToken field in Creatio.
Click View all numbers
Select the paid number you wish to connect that supports SMS.
Click on the selected number.
Copy the Webhook from the channel addition window in Creatio
Paste the copied Webhook into the A Message Comes In field in the Messaging Configuration window.
Click Save Configuration.
Copy the phone number.
Navigate back to the Creatio channel addition window and paste the phone number into the field labeled Phone Number.
Select Queue .
Click Save.
Done! The SMS channel has been successfully connected via a paid Twilio account.