Instructions for connecting and configuring AMO/KOMMO integration and UniTalk chats
Integration between Unitalk Chat and AMO/KOMMO allows you to automate chat processing by synchronizing data between the two platforms. This allows you to create or update contacts, deals, and leads in AMO/KOMMO directly from chats in UniTalk. In addition, the system automatically adds comments to chat events and creates tasks, which helps to effectively track important moments of interaction with customers
Before following the step-by-step instructions, please make sure that you are logged in to your UniTalk and AMO/KOMMO accounts with administrator rights.
Connection AMO/KOMMO
Installing the UniTalk application from the AMO/KOMMO marketplace
1. In the UniTalk personal account, go to the “API and automation” — “Integration” menu item, then to the “AmoCRM” menu item.
2. Click on the “Connect” button
3. After clicking the “Connect” button, you will be taken to the project selection page.
4. After connecting, the following message will appear on the AmoCRM page
5. Click on the blue word “link”
6. Click on “Open” after which a window will appear in which there will be a field “Enter the name of your project in the Nextel system:” in which you need to write the name of the UniTalk project
Integration settings
The integration can automatically create or update contacts, deals, and leads, as well as add comments on chat events and create tasks in such cases:
- when the chat starts,
- when the chat ends,
- when chat fields are filled in
The AMO/KOMMO integration page contains 2 blocks of settings – for calls and for chats. Each of these blocks has separate settings and its own button for saving settings*.
There are also two separate integration control switches:
- for calls,
- for chats.
If you need integration for only one of the areas (for example, only for chats), turn on the corresponding switch and turn off the other.
When an integration is disabled, you can edit its settings. If the settings are incorrect, you cannot enable the integration until they are saved in a valid form.
Customization options for AMO/KOMMO and Unitalk Chat
1. Basic settings
There are three events for which you can separately specify the necessary actions:
- chat start,
- chat end,
- chat fields update.
In each of these cases, you can configure whether you want to create comments, tasks, and define actions with contacts, deals, and leads.
Scenarios are available for each entity:
- Contact not found: do nothing or create a new contact
- Contact found: do nothing or update fields.
- Deal not found: do nothing or create a new deal
- Deal found (open): do nothing or update the fields.
- Deal found (closed): do nothing, create a new deal, or update the fields.
- Lead not found: do nothing, create a new lead, or create a lead only if there is no contact.
- Lead found – open: do nothing, or update fields
- Lead found – closed: do nothing, create a new one, create if there is no contact, or update the fields
Description of available actions:
- Do nothing — the system ignores this entity and does not perform any actions with it.
- Create new — creates a new entity (contact, deal, or lead).
- Update fields — updates the data within the existing entity.
- Create if there is no contact — a lead is created only if there is no contact with this phone number in CRM (available only for the cases of “Lead not found” and “Lead found – closed”).
For example, if you select Create if no contact is available for the “Lead not found” scenario, the lead will be created only if:
- There is no lead with this phone number in CRM.
- There is no contact with this phone number in CRM.
- The “No contact found” situation is set to “Do nothing”.
2. Filling in the fields of contacts, deals, leads
This block of settings takes into account dynamic values specific to chats:
- Analytics (UTM tags, GoogleId, FacebookId, etc.) — works similarly to calls, but the transfer of analytics data from chat to Unitalk Chat is not yet implemented.
- Chat data — includes a link to the chat, customer’s name, language, chat source, email (if the chat is conducted via email), and other specific information.
- Unitalk Chat custom fields values — if there are no custom fields in the entity, this block of settings is not displayed.
3. Default responsible
Similar to the settings for calls, you can assign an agent to each day of the week. If for some reason the responsible person cannot be identified automatically, the created entity (contact, deal, or lead) will be assigned to the agent specified in this field.
4. Operator locations
This is where Unitalk users (on the left) are mapped to AMO/KOMMO users (list on the right).
The setup is complete. Your AmoCRM (Kommo) communications are now fully automated and backed by objective data. With flexible lead and deal creation scenarios, no inquiry will go unnoticed, while automated comments and tasks help your team stay focused on every prospect. Should you have any questions regarding custom field mapping or operator alignment, our support team is available 24/7.
