Use cases

Successful cases

  • Apple business messenger
  • Whatsapp
  • Telegram
  • Viber
  • Skype
  • Wechat

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.

If your integration has a UI/UX part, it should be beautiful. And finally, if you decide to publish it in the Kommo marketplace, you should consider the requirements for marketplace integrations.

Use cases

  1. 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.

    After installation, it should provide a window for the account administrator to adjust the settings. You need to connect the registered chat channel to work with messages and receive webhooks.

  2. Exchange messages

    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.

  3. 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.
  4. Feel connected
    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).
  5. Social profiles
    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.
  6. Rich messages
    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.
  7. Write first
    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.