Which type of integration should I choose?
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- Which type of integration should I choose?
Integration type is the selection of the CRM entity to which dialogs with the customer will be transferred. The selected CRM entity will be created at the first contact with the client, if it does not exist in the CRM yet. The application provides different types of integration with CRM system, according to the business logic of your company.
Integration via Chat2Desk
Integration via Chat2Desk is one of two types of integration. This type of integration allows you to:
- Create an entity after closing a dialog in Chat2Desk and capture the dialog in the timeline;
- If there is already an entity, the dialog is committed to the timeline;
- Limit entity creation using tags;
- Pass Chat2Desk analytics to entity fields in Bitrix;
- Pass Chat2Desk custom fields to entity fields in Bitrix;
- Choose in which direction deal should be created;
- Communicate with the client from the entity;
- Receive notifications of incoming messages from Chat2Desk to Bitrix.
Integration via Open Lines
This type of integration allows you to send and receive messages through Bitrix internal functionality - Open Lines. Integration via Open Lines allows you to:
- Conduct dialog inside Bitrix;
- Limit incoming messages to Open Line using tags;
- Build a queue of responsible employees;
- Create entities at the first client message;
- Set up automatic actions for sending messages;
- Configurate sending of quality scores.
Comparison of integrations
| Chat2Desk | Open Channel |
| Creating and modifying entities is done when a dialog is closed in Chat2Desk. | Creation and modification of entities is performed by Bitrix logic when messages are received. |
| Messages from the call are passed to the entity timeline as a comment when the dialog is closed in Chat2Desk. | Messages are passed to the Open Channel as they are received. A link to the chat is displayed in the entity. |
| All dialogs on the entity's contact data are displayed in the built-in Chat2Desk interface. | All dialogs on entity-bound links are displayed in the Open Channel chat. |
| Notifications contain links to the dialog and to related entities. | - |
| Notification of the need to appoint a person responsible for dialogue | - |
| Processing of tagged messages when closing a dialog in Chat2Desk (if the request or client has a certain tag in Chat2Desk). | Processing of tagged messages as they arrive (if the request or client has a specific tag in Chat2Desk). |
| When a new request is created, the analytics data is transferred to the corresponding entity fields when the dialog is closed in Chat2Desk. | When a new request is created, the analytics data is transferred to the corresponding entity fields on the first incoming message. |
| Ability to quickly switch to a request from an entity | - |
| Distribution of channels by CRM directions. | - |
| Ability to send attachments from multiple files in one message | Each attached file is sent in a separate message |
