Beesender Omnichannel

Owned by Aleksandra Yakutovich
Last updated: Feb 13, 2024
11 min read

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 Viber, Instagram Direct, Line, Skype, Teams, Twitter, 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, 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

BeesenderOmnichannel_install.mp4

  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-for-Creatio

  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

If you don't have an OmniToken

  1. Go to the section Chat settings

  2. Select a channel

  3. Fill in the next fields:

    • Account name

    • Phone number

    • Email

  4. Click Send

  5. Click Next

  6. Click Generate an API Key

  7. Click Ok

  8. Click Save

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.

Instagram

  1. Create Instagram Business Account Instagram Direct | Preparing an Instagram account.

  2. Connect to Facebook 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

 

 

Viber

  1. Go to Viber Admin Panel

  2. Select the existing Bot or Create New (follow the link 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

Line

Learn how to register an account here: Line | 1. Register a Line account

Also, you need to create a developer channel in Line Line | 2. Create a developer channel in Line

After creating the developer channel in Line, go to the system Creatio to add Line channel.

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

  2. Click + and select Line

  3. A new window will then appear, in which the URL address is already generated, which will be needed for further configuration. The channel can already be named arbitrarily here and the chat queue can be specified. The last step is to add a token. Copy the address from the WebHook column.

  4. Go back to the Line developer console and in the channel settings go to the "Messaging Api" tab where you find the "Webhook settings" heading and click on the "Edit" button. This will bring up an input box where you need to paste the previously copied URL address and click on the Update button.

  5. Then move the "Use webhook" slider to the right and you can verify the validity of the entered URL by pressing the "Verify" button. If the query to the specified URL is successful, "Success" appears on the screen.

  6. You can then click on "Edit" and set up the chat.

     

    Note: The setup example below is not absolutely correct, due to the fact that at the moment messages only go one way (from Line to system). Therefore, the chat configuration and this entire article may change in the future.

     

You can then scan the QR code in the "Messaging Api" tab via your mobile app "Line" and write in a chat. The message should then be sent to the system.

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.

Skype

Learn how to register an account here: Skype | Create a Microsoft account

  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.

Teams

Learn how to register an account here: MS Teams | Create a Microsoft account

  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

Twitter

Learn how to register an account here: Twitter | Twitter account registration

And how to configure Twitter API: Twitter | Twitter API settings

  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

Website

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

  2. Click + and select Website

  3. Fill in the next fields:

  4. Copy the Script and use it on your Website

SMS ( 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.

  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

  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

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

  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.

  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.

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 Collaboration Tools for Business .

  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 the System designer > Chat settings > Channels

  2. Click + and select Twitter

  3. Fill in the next fields:

    • Channel name – Value at your discretion

    • Token – Value from step

    • WebHook –

    • Pae ID – Value from step 7

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

    • Chat queue – Select chat queue from the list

  4. 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.

  5. 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.

  6. 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.

  7. Save the channel in Creatio once all the fields have been filled and the webhook has been copied.

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