- Apple business messenger
Understand the task
It is necessary that you fully understand the role of your integration. The incoming messages from the clients are sent using the chat service, while managers use the Kommo interface. Your job as an integrator is to import the messages from the messenger and send the reply from Kommo through the chat channel.
The integration should be authorized in both Kommo and the chat service, and it should securely process all information.
For better performance and information consistency, consider the number of integration users, and you could consider using queues and handlers for them.
Install and adjust the settings
Your integration should use OAuth 2.0 authorization to authorize in Kommo, and you can choose the suitable secure way to exchange keys with the chat service. All the produced tokens and other information should be saved.
When a client sends a message using the chat application, your integration should receive it and pass it to our online chat system, which sends it to Kommo. Messages in the other direction go exactly the reverse way, with an additional webhook sent from our side.
Your integration should perform exchanging messages well without delay. That’s why we suggest using queues.
You can also provide importing messages sent previously by the client and the user.
Chats with CRM
When a message comes to the account, your integration should be able to create an incoming lead, specify its source, and you should be able to manage multiple sources if they are allowed.
To give users the sense of a live conversation, you can display the online and the typing statuses, and change the status of messages (sent, delivered, read, error).
When a conversation from a new client comes to the Kommo account, your integration should create a contact profile and link the chat to it. It can also update the existing profiles.You should discuss when a client closes the conversation as well to not break the chat service rules.Also, you can show the clients when a robot is serving them.
For a more smooth experience, you can provide users the ability to send different types of messages like links, files, images, locations, voice messages, templates, and interactive messages.
Some business messengers enforce their conditions on what to write to clients, especially when the business wants to initiate the conversation. You can discuss sending special approved templates and importing them from the chat service.
Now the first thing you should think about is Installing the integration and adjust its settings.