Work with chats

All Creatio products

Creatio messenger integration functionality enables you to communicate with customers and process service cases through the communication channels that are convenient to your customers. During a chat, agents can provide consultations, share files, and run business processes using the communication panel. The chat logs are saved on the contact page.

You can create new chats in Creatio in the following cases:

  • An incoming private message in Facebook Messenger or Telegram.
  • A new message from customer if there are no current active chats for this customer.

In other cases, each new incoming message displays as an additional post in the currently active chat with the corresponding contact.
You can create new contacts based on incoming chats in the following cases: 

  • A customer writes their first message using a company page.   
  • There are no contacts in Creatio with the Facebook user ID from the incoming message.   

When a new contact is created based on an incoming chat, the contact’s full name and profile picture in Creatio are populated automatically. 

Change the agent status 

The agent status defines whether they can receive and process chats in the communication panel. By default, the agent status is “Inactive.” You can change it in the profile menu. 

Changing the agent status

When an agent logs out (i.e., closes the session), their status will be changed to “Inactive” automatically and new chats will not be distributed to this agent. When the agent logs back in, their status will be the same as before the logout.

Process chat messages 

Agents can process chats using the Chats tab of the communication panel. The following options are available for the agent:

  • Active chats that are in progress.
  • New chats that are awaiting acceptance.

    Note. The time for taking a chat into processing, as well as the time limit for replying to an active chat, may be limited. Read more in the Add a chat queue article.

Chats on Creatio communication panel

If you permit Creatio to send you desktop notifications in your browser, you will receive a desktop alert whenever a new chat is assigned to you. 
To start processing the chat, click Accept chat. You will become the owner of this chat. After this, you will have the following options available:

  • Text chat messages.
  • Files attached in the chat.
  • Contact details.
  • Chat source.
  • Chat actions. 

To run a chat action, click the   button in the top right corner of the communication panel and select the action to perform.

Note. Learn more about chat action setup in the Set up chat actions article.

Run a chat action

When the conversation is over, click the   button in the top right corner of the communication panel and select “Complete chat.” You can complete a chat at any time without waiting for the automatic completion. If a customer sends a new message after the chat has been completed, Creatio will create a new chat and add it to the corresponding processing queue. 

Find similar contacts 

Customers can reach out to you through different channels. If the same person uses multiple channels, there is a chance of creating several contact records for the same customer in Creatio. When a new chat is added, Creatio performs an automatic search for similar contacts. 
The search for similar contacts is performed based on the active duplicate search rules. After the search is complete, the chat window displays information about the similar contact records. This enables minimizing the number of duplicates in Creatio.

Click the link with the number of the detected duplicates to open the list of potential duplicate contacts on a separate page. The contact from the active chat is labeled as “Current.” If an agent decides to merge the duplicates, the chat contact will be changed for a resulting record.

Duplicate search result

Create a case from a chat 

The “Create case” chat action is available for the following Creatio products: 

  • Service Creatio, enterprise edition.
  • Service Creatio, customer center edition.
  • Financial services Creatio, bank customer journey edition.

When you run the action, a new case is added in Creatio with the following fields populated:

  • Subject – text of the first chat message. 
  • Description – text of all incoming messages received before the agent answered in the chat.
  • Source – “Chat.”
  • Registration date – the date of creating the message.
  • Status – “New.”
  • Contact – contact from the chat.
  • Account – the account of the contact.
  • Assignee – chat agent.

View the completed chats and analytics 

After the chat is complete, all sent messages and files will be available in the Chats section, as well as on the Timeline tab of the corresponding contact pages. 

Use the Chats section to view detailed information about the chats, group the chats by different parameters, see the customer communication history, analyze the customer case dynamics for a specific period, view the agent workload, as well as chat processing rate. 

The agent can access the uncompleted chat messages in the communication panel.