The purpose of chats is to enable contact center agents to process messages from third-party messengers in Creatio directly. A chat channel is a source from which Creatio receives customer messages. Learn more about the general chat setup procedure in the user documentation: Set up chat processing.
Creatio lets you integrate the following chat channels:
- Facebook Messenger
- Telegram
Integrate a Facebook Messenger channel
You can integrate a Facebook Messenger channel in Creatio version 7.17.0 and later.
Take the following steps before you start the integration:
- Make sure Creatio cloud services are available.
- Make sure Facebook services are available.
Learn more about integrating Facebook Messenger in the user documentation: Set up Facebook Messenger integration.
Creatio interacts with Facebook pages on behalf of the Creatio Social application 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 site.
After the Facebook page receives an incoming message, Creatio cloud services forward it to the Creatio client. If the Creatio site is unavailable, the services queue the message to resend it later.
The Creatio application 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 WhatsApp channel
You can integrate a WhatsApp channel in Creatio version 7.18.0 and later.
Take the following steps before you start the integration:
- Make sure Creatio cloud services are available.
- Sign up for Twilio.
- Purchase a Twilio phone number to send and receive messages.
Learn more about integrating WhatsApp in the user documentation: Set up WhatsApp integration.
After the Twilio phone number receives an incoming message, Creatio cloud services forward it to the Creatio client. If the Creatio site is unavailable, the services queue the message to resend it later.
The Creatio application 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 a Telegram channel
You can integrate a Telegram channel in Creatio version 7.17.1 and later.
Take the following steps before you start the integration:
- Create an API for each Telegram chatbot.
- Specify the API in Creatio settings.
Creatio does not use proxy services for Telegram integration. Learn more about integrating Telegram in the user documentation: Set up Telegram integration.
Creatio uses long polling to receive incoming messages. The application sends repeated requests to Telegram API to check for new messages. View the template string for Telegram API requests below.
token is the token you used to register the channel.
Creatio sends outgoing messages directly to Telegram service URLs.
View the interaction diagram of Creatio on-site and a Telegram channel in the figure below.
