CRM
The CRM is the bot's section where requests from the scenario are collected. Every request becomes a deal: it shows who got in touch, what they answered the bot and at which stage the work with them is. Deals sit on a board by stage — you move them from the first contact to the result.
The section opens with the "CRM" item in the bot's menu. There is nothing to connect: the bot's pipeline with the first stage "Not processed" is created by itself.
What you need
- A Pro subscription. The section opens only while the bot owner's subscription is active. Without it, the subscription checkout window appears instead of the section. See the What is available without Pro page for details.
- A "Request" block in the scenario. It is the one that creates deals — see below.
- A CRM permission — for team members. The bot's owner always sees the section.
Where deals come from
From the scenario. A deal is created by the "Request" block with the "Built-in CRM" channel turned on — it is on by default. When a contact reaches the block, a "New request" deal appears at the first stage of the pipeline. The contact's tags and variables are copied into it — as they were at the moment of the request.
To keep one person from creating several deals in a row, turn on the "No duplicates" switch in the block: while the contact has an open deal, a second one is not created.
By hand. The "New deal" button above the board creates a deal for any contact of the bot — for example, if a customer called instead of writing. How to do it is on the Board and stages page.
Note
Deals are not created in the "Bot test" window — the board is not cluttered with trial requests.
How the work goes
- A contact goes through the scenario and reaches the "Request" block — a deal appears on the board.
- You open the deal card: look at the customer's answers, write to them, assign an assignee.
- As the work goes on, you move the deal from stage to stage.
- When the work is finished, you close the deal. It leaves the board for "Closed", and it can be returned.
You set up the pipeline's stages yourself: names, colours and order. Every bot has its own pipeline.
Deals and the scenario
The scenario can not only create a deal but also move it further. There are three blocks for this — all of them work with the contact's last open deal:
| Block | What it does |
|---|---|
| "Deal stage" | Moves the deal to the chosen stage — for example, after payment |
| "Deal assignee" | Makes a team member the assignee |
| "Close deal" | Closes the deal — it leaves the board for "Closed" |
The bot can also send the customer a file you attached to the deal: the "Message chain" block has the "Document from CRM" element.
Notifications about requests
A deal appears on the board silently. For team members to learn about a request right away, turn on the "Email" or "Telegram" channels in the "Request" block and choose the recipients. Recipients are added in the bot settings, in the "Notifications" section — see Bot settings.
When a team member is made the assignee of a deal, they get a notification in their account with a link to the deal. If they are removed as the assignee — likewise. The person who changed the assignee themselves gets no notification.
External CRMs
A request can also be passed to amoCRM: the "Request" block has the "AmoCRM" channel for this. It appears when the integration is connected to the bot — see Bot settings.
A request can also be passed to Bitrix24: the "Request" block has the "Bitrix24" channel for this. It appears when the integration is connected to the bot — see Bot settings.
The built-in CRM does not depend on external ones: the channels in the "Request" block are turned on separately, and one request can go to several places at once.
Team member access
The "CRM" section is visible to the bot's owner and to team members whose role has at least one permission from the "CRM" group. Roles and invitations are set up in access management — see Bot settings.
| What is allowed | Owner | "CRM administration" | "Manage own deals" | "Manage unassigned deals" |
|---|---|---|---|---|
| Which deals are visible | All | All | Those where the team member is the assignee | Those without an assignee |
| Change the name, stage, fields and tags, close and return a deal | Yes | Yes | Only for visible deals | Only for visible deals |
| Create a deal by hand | Yes | Yes | No | No |
| Delete a deal | Yes | Yes | No | No |
| Change the assignee | Yes | Yes | No | No |
| Attach documents | Yes | Yes | No | No |
| Set up stages | Yes | No | No | No |
The "Manage own deals" and "Manage unassigned deals" permissions can be given together — then the team member sees both their own deals and those that have no assignee yet.
Tip
To keep managers from seeing other people's customers, give them the "Manage own deals" permission, and assign the assignee yourself or with the "Deal assignee" block in the scenario.
What a team member sees in the contact window and whether they can write to the customer depends on the other permissions of their role — this is covered on the Deal card page.
Pages of this section
- Board and stages — the board and the list, search and filters, setting up stages, moving, closing and deleting deals, a new deal by hand.
- Deal card — the contact, stage, assignee, fields, tags and documents.