Integrate chat channels
Chats let your company's contact center agents process messages from popular chat messengers in Creatio. Learn more: Set up chat processing (user documentation).
A chat channel is a source from which Creatio receives customer messages.
Creatio lets you integrate the following chat channels:
- Facebook Messenger
- Telegram
- Ada AI chatbot
Integrate a Facebook Messenger channel
Before you start the integration, take the following steps:
- Make sure Creatio cloud services are available.
- Make sure Facebook services are available.
Learn more: Set up Facebook Messenger integration (user documentation).
Creatio interacts with Facebook pages on behalf of the Creatio Social app that accesses the cloud services. The following actions are performed on the cloud service level:
- Subscribe to new incoming messages from the Facebook page.
- Bind the subscription to the Creatio instance.
After the Facebook page receives an incoming message, Creatio cloud services forward it to the Creatio client. If the Creatio instance is unavailable, the services queue the message to resend it later.
The Creatio instance sends outgoing messages directly without using the cloud services.
View the interaction diagram of Creatio on-site and a Facebook Messenger channel in the figure below.
Integrate a Telegram channel
Before you start the integration, take the following steps:
- Create an API for each Telegram chatbot.
- Specify the API in Creatio settings.
Creatio does not use proxy services for Telegram integration. Learn more: Set up Telegram integration (user documentation).
The Creatio instance receives an incoming message using long polling. Learn more: Long polling (Wikipedia). The instance sends repeated requests to Telegram API to check for new messages. View the template string for Telegram API requests below.
https://api.telegram.org/bot{token}/getUpdates
Where token is the token you used to register the channel.
The Creatio instance sends outgoing messages directly to Telegram service URLs.
View the interaction diagram of Creatio on-site and a Telegram channel in the figure below.
Integrate a WhatsApp channel
Before you start the integration, take the following steps:
- Make sure Creatio cloud services are available.
- Sign up for Twilio.
- Purchase a Twilio phone number to send and receive messages.
Learn more: Set up WhatsApp integration (user documentation).
After the Twilio phone number receives an incoming message, Creatio cloud services forward it to the Creatio client. If the Creatio instance is unavailable, the services queue the message to resend it later.
The Creatio instance sends outgoing messages directly without using the cloud services.
View the interaction diagram of Creatio on-site and a WhatsApp channel in the figure below.
Integrate an Ada chat channel
This functionality is available for Creatio 8.1.4 and later.
Ada AI Chatbot app lets you integrate Ada AI-powered bots with chat processing on the user level as well as with Knowledge Management app. Learn more: Set up Ada AI chatbot (user documentation).
Before you start the integration, take the following steps:
- Make sure Creatio cloud services are available.
- Sign up on the official Ada website.
- Purchase an Ada account and API Access Token to send and receive messages.
Creatio interacts with Ada account on behalf of the Creatio webhook service that accesses the cloud services. Learn more: Webhook service integration (user documentation).
After the Ada bot receives an incoming message, Creatio cloud services forward it to the Creatio client. If the Creatio instance is unavailable, the services queue the message to resend it later.
The Creatio instance sends outgoing messages directly without using the cloud services.
View the interaction diagram of Creatio on-site and an Ada chat channel in the figure below.
See also
Set up chat processing (user documentation)
Set up Facebook Messenger integration (user documentation)
Set up Telegram integration (user documentation)
Set up WhatsApp integration (user documentation)
Set up Ada AI chatbot (user documentation)
Webhook service integration (user documentation)
Resources
Long polling (Wikipedia)