Before we get started
Customization options in Kommo
Kommo is a cloud-based CRM, with capabilities that expand through integration with other services. Integrations are installed through the public Marketplace inside the product.
The main advantage of integrations is that they not only make it possible to exchange information through the Kommo API, but also make it possible to modify the client’s account interface. So, in a VoIP integration, through the interface modification via WEB SDK, you can display the call panel, record the result of the call and display additional functions inside the account (for example, a specific report from the integration).
Why is integrating VoIP services important?
In Kommo we aim to make the relationship between sales teams and customers as streamlined, efficient and effective as possible, because we believe that good quality communication like phone calls is the heart of our system.
Our goal from integrating VoIP services is to provide the managers real-time access to all customer information such as contact details, account history and notes about past interactions. This means no matter which representative is on the phone call, customers will receive the same level of service without requiring them to provide this information.
Kommo subject area
From the developer’s view point, Kommo is a relational database. The system has basic and auxiliary entities, essentially data tables, which can be linked to each other. Accessing entities is available through the API.
The main entities you need to be familiar with to integrate VoIP service are:
- Account: It represents the company or the firm in which the business is being managed. The entity Account contains: title, ID and other fields.
- Lead: It represents a potential customer. The entity Lead consists of a predefined set of fields and additional fields created by the account administrator. Each lead can be attached to one or more contacts or not attached to any. Each lead can only have one attached company.
- Incoming Lead: These are leads that initiate contact through managers’ connected channels like VoIP integrations which is considered as a Lead source. When a lead tries to connect you through a specific channel, they will come to the Incoming leads stage where the manager can decide to accept if it is a potential customer or decline if it is a spam.
- Contact: It represents a person with contact information who is participating in leads. It consists of a predefined set of fields and additional ones created by the account administrator. Each contact may participate in one or more leads or may not be associated with any at all. Phone number is used as an identifier in conjunction with VoIP integrations. Each contact can be attached to one company. Each contact can be assigned a responsible user.
- Company: Similar to the entity Contact. It consists of a predefined set of fields and additional ones created by the account administrator. Each company may participate in one or more leads or may not be associated with any at all. Phone number is used as an identifier in conjunction with VoIP integrations. Each company can be assigned a responsible user.
- Note and Event: Notes provide the ability to store additional structured or unstructured information to an entity: contact, lead, company. Notes can be added manually by the manager or they come automatically from the system. Call results added by managers are stored as notes. Events can also be created automatically after user actions like calls.
Read more about these definitions and others in Kommo subject area.
Familiarize yourself with Kommo VoIP API
Our VoIP API provides the following features:
- click2call: perform a call from the lead card.
- call notification: display a notification window in the Kommo interface.
- caller id: retrieve the caller identity
- call logging: allow bulk adding of call logs from VoIP service.
- call result: allow manager to add additional note or attach incoming call to existing lead.
- creating a contact card: if a call comes from an unknown contact.
- adding calls to the incoming leads: create a new lead if the caller is unknown.
- smart forwarding: to the responsible manager for the caller’s contact card.
- error notification: to notify the user about the problems that occur with the integration and how they can be resolved.
- call list: create a list from contacts, companies and leads, to automatic call.
- built-in call feature (webRTC): to make and receive calls right in your browser.
VoIP service subject area
You need to determine the functions that you want to provide from your service, such as synchronizing contacts, authorizing users in your service, registering extensions with managers,importing/exporting calls, performing ingoing/outgoing calls, and recording calls. Also you should define communicating methods with Kommo in order to send notifications and events.
You could take into account these points about your VoIP service API:
- is there a limit on the number of requests
- is the webhook different for incoming and outgoing calls
- is the webhook different for internal and external calls
- is it possible to record a call and is it automatically on
- how to get call recording information
- do recordings expire and for how long they are stored
- how to set up an incoming call (IVR, classic version)
- how to process voicemail
See next Use cases