In Kommo, a separate Person Responsible can be assigned to each of the "Lead", "Contact" and "Buyer" cards. The cards may not be linked by a single customer. If you have automation configured with distribution through your ChatApp personal account, chats with clients in ChatApp Dialog are distributed with each new request.
Sometimes one responsible person is assigned to the "Deal" card and another to the "Contact" card. Because of this, the client starts a conversation with a new manager each time they access the ChatApp Dialog. But what if you need to assign the same manager to the dialog who is specified as the responsible person, for example, in the "Contact" card? For this purpose, set up synchronization of ChatApp and kommo responsible persons.
For that first, you need to:
How to set up synchronization
1. Go to Kommo;
2. In the left menu select “Settings”;
3. Go to the ChatApp settings;
4. In the "Chat Settings" section, move the "Allow setting additional fields in a contact" slider to the active position;
5. Set up the synchronization process to your requirements in the "Synchronization of the person in charge (Responsible)" section.
"From CRM to ChatApp Dialog" - in this section, you assign from which CRM card to take the responsible person and put in ChatApp Dialog. If you check several boxes, the responsible person is assigned from the last changed card.
Changes to a card are considered edits to the responsible field in the CRM card.
"From ChatApp Dialog to CRM" - In this section, you set which cards will be assigned to the person in charge from ChatApp Dialog. For example, this is useful if you put the card "Lead" responsible for the person who communicated with the client.
If you check "Lead", and "Contact", and after the ChatApp Dialog assigns a person responsible for the dialog, the system will check whether there are cards associated with that dialog and assign persons to them.
How it works
Synchronizing the responsible person from CRM to ChatApp Dialog:
1. The CRM entity is being created or changed.
The essence of CRM is the "Contact", "Lead" and "Buyer" cards. Synchronization occurs only after opening the dialog, as well as when the entity is changed.
2. An entity is assigned a person in charge.
3. The system finds chats from the "Messenger" field associated with the entity.
4. It checks in each found chat whether the "Synchronization to responsible" checkbox is checked against that entity.
5. The system assigns a responsible person to the ChatApp dialog.
Synchronization of the responsible person from ChatApp Dialog to CRM:
1. A responsible person is appointed in the ChatApp Dialog.
2. A system message is sent to amoCRM to create an open line chat.
3. The system finds entities associated with the created chat.
4. The system checks for the presence of an active switch in the "Synchronization of responsible" section for each entity.
5. The system appoints a responsible person.
Why might synchronization not work?:
- errors in setting up roles and linking employees;
- assigning one ChatApp employee to different roles in the CRM system.