You'll need to configure integration scenarios when employee profiles and additional parameters have been set up.
All entities in the CRM system will be created based on these scenarios.
Integration scenarios look like this by default:
Here's the logic for such a scenario:
Incoming call from a new client
In the moment of picking up the handset during an incoming call, a contact, a deal, and an organisation will be created (with utm tags)
The manager who accepted the call becomes responsible for the deal.
After a missed incoming call, a task will be created for the Top manager. The task will be associated with an open deal. The task processing time is usually +4 hours, but you may change it in the integration settings.
If an unknown employee accepts the call, a task will be created for the Top manager to check the integration settings and transfer the deal and the call to another agent.
Incoming call from an existing client with an open deal/contact
Ringostat checks the phone number to see if there is a contact with such a phone number
The information will be added after the call if there is an open deal. If there is a contact but no deal — a new one will be created for this contact.
After a missed incoming call, a task for the manager responsible for an open deal or contact for the customer's number will be created.
If the responsible manager accepts the call, a task and a link to the audio recording will be created with the call.
If the call is accepted by the manager, who is not responsible for the deal, two tasks will be created:
-for the one who's accepted the call (a completed task)
-for the manager responsible for the deal — to check the call (not completed task).
If an unknown employee accepts the call, a task will be created for the Top manager.
Let's consider a case when only the creation of a deal is chosen in the integration scenarios — without the creation of a contact.
The deal will not be created if you receive a call from a new client. It happens because the deal is not an independent entity. So it is necessary to choose the creation of a contact first in the integration scenarios.
If the client already has deals in the CRM, but all of them are closed, the new deal will not be created either.
A successful outbound call to the existing client with an open deal/contact
After a successful outgoing call, a task will be created; a conversation recording will be attached.
After a successful outbound call from the manager, who is not responsible for the deal, the completed task associated with the open deal/contact will be created for the responsible manager; the link to the audio will be added to the task.
In case of an outbound call to a new client, a new deal will only be created when there is open contact and deal in the CRM system. It is necessary to add contact and deal first and only then to make a call.
On sending a form from the site, the integration checks by phone number whether there is a contact who has the same phone number as the person who filled out the form.
If there is an open deal, the information will be added to it. If there is none — a contact, a deal, and an organisation will be created.
The "Forms on your site" integration must be activated to send data from forms to the CRM system.
If these integration scenarios don't work for you, you can modify them. We recommend that you contact our technical support in advance, so our experts can help you with the best configuration options for your project.
Description of the fields with conditions for creating entities in CRM
The time of initiating the call | Description |
Before picking up the handset during an incoming call | The selected actions will be performed at the time of initiating the call before picking up the handset |
In the moment of picking up the handset during an incoming call | The selected actions will be performed at the time of picking up the handset |
After a missed incoming call | The selected actions will be performed after an unsuccessful incoming call |
After an incoming call answered by Manager | The selected actions will be performed if the call is answered by an agent who is not responsible for a deal or contact |
After an incoming call is answered by Responsible Manager | The selected actions will be performed if the call is answered by an agent who is responsible for a deal or contact |
After a successful outbound call from Responsible Manager | The selected actions will be performed if the successful call was made by a manager who is responsible for a deal or contact |
After a successful outbound call from Manager | The selected actions will be performed if the successful call is made by a manager who is not responsible for a deal or contact |
After a missed outbound call from Manager | The selected actions will be performed if an agent makes an unsuccessful call |
The call is accepted/made by an unknown employee | The selected actions will be performed if the call was made or received by a manager who is not assigned to the CRM user in the integration settings |
On sending a form from the site | The chosen actions will proceed on submitting the form sent on your site |
Under the specified conditions, you can configure creation of the following entities:
Create contact
The contact will be created if no previously created contact exists in CRM. If a previously created contact is found without utm tags — utm tags will be assigned to it.
Create deal
The deal will be created if no previously created deal exists in CRM. If a previously created deal is found without utm tags — utm tags will be assigned to it.
Create a deal, if there are no previously created deals
Don't duplicate deals if there is already a closed deal with this contact. The event will be attached to the closed deal.
Create organisation
The organisation will be created if no previously created organisation exists in CRM. If a previously created organisation is found without utm tags — utm tags will be assigned to it.
Create a task for Top Manager
A task will be created for the Top Manager. The task will be associated with an open deal or contact. If the deal and contact are missing, the task will be made without connections.
Create a task for Manager
A task will be created for a manager who made or received the call. The task will be associated with an open deal or contact. The task will be created without connections if the deal and contact are missing.
Create a task for Responsible Manager
A task will be created for the manager responsible for the open deal or contact. If the deal and contact are missing, the person who received or made the call or the Top manager will be appointed as responsible. The task will be associated with an open deal or contact. If the deal and contact are missing — the task will be created without connections.