CRM Livechat Module (CRM and Live Chat Integration)

Key points

• • Create leads directly from live chat using /lead command with custom title.

• • Configure chatbot to auto-collect information and create leads.

• • Forward customers to sales team members after lead creation.

• • Store complete chat history in lead description to preserve context.

• • Review chat from Lead/Opportunity form with View chat button.

• • Track number of leads created from each chatbot script.

• • Live chat session reports with lead creation metrics.

Key points

• • Fast conversion: Turn website visitors into CRM leads instantly.

• • Context preservation: Complete chat history saved in lead description.

• • Automation: Chatbot collects info and creates leads without human intervention.

• • Smart assignment: Auto-assign leads to appropriate sales team members.

• • Priority handling: Leads from live chat are typically "hot" and need immediate contact.

Key points

• • Only staff with Sales / User permission or higher can see /lead command.

• • After creating lead, sales can access chat even if not live chat staff.

• • Origin Channel contains link to original chat conversation.

Steps

• 1. In chat window, type /lead to view syntax guide.

• 2. Create lead with title: /lead Customer interested in ERP product

• 3. New lead created with name from text after /lead.

• 4. Complete chat history saved in Description field.

• 5. Customer information (partner) linked automatically.

• 6. Lead source (UTM Source) marked as "Livechat".

• 7. Staff creating lead recorded in Referred By field.

Steps

• 1. Go to Live Chat → Chatbot → Chatbot Scripts.

• 2. Select chatbot to configure or create new.

• 3. Add new step with Step Type: Create Lead or Create Lead & Forward.

• 4. Select Sales Team to assign lead (optional).

• 5. Enter Message to send customer after lead creation.

• 6. Save configuration and activate chatbot.

Key points

• • This step creates lead and continues chatbot flow.

• • Information saved: lead name (from first answer), email, phone, description (chat history).

• • Example message: "Thank you! We have recorded your information and will contact you soon."

Create Lead Step Configuration

Key points

• • Staff must be sales team member and currently online.

• • Staff not opted-out from assignment and has quota remaining.

• • Lead must match member's assignment domain.

• • Chat forwarded to selected staff member.

Create Lead & Forward Step Configuration

Steps

• 1. Step 1 [Welcome]: "Hello! How can I help you?"

• 2. Step 2 [Question - Free Input]: "Which product/service are you interested in?"

• 3. Step 3 [Question - Email]: "Please provide your email for us to contact"

• 4. Step 4 [Question - Phone]: "What is your phone number?"

• 5. Step 5 [Create Lead & Forward]: Create lead and forward to sales

Key points

• • View chat time, conversation content, participating staff, attached files.

• • Sales staff with lead view permission automatically have chat view permission.

• • Helps sales understand context and customer needs before contact.

Steps

• 1. Go to CRM → Leads or CRM → Opportunities.

• 2. Open lead/opportunity created from live chat.

• 3. Click View chat button (chat icon) in top right corner.

• 4. Chat window opens with complete history.

• 5. Can continue conversation with customer if still online.

Key points

• • Analyze conversion rate from chat to lead.

• • Assess lead quality from chatbot.

• • Track won/lost rate of leads from chatbot.

Steps

• 1. Go to Live Chat → Chatbot → Chatbot Scripts.

• 2. Open chatbot script to view.

• 3. Click Leads button (displays lead count).

• 4. Lead list filtered by Source (chatbot UTM source).

Steps

• 1. Go to Live Chat → Reporting → Sessions.

• 2. View Leads created column for each session.

• 3. Calculate conversion rate: Leads created / Total sessions.

• 4. Compare chatbot vs human operator effectiveness.

• 5. Assess each operator's effectiveness.

Lead Creation Guide

Lead Naming Examples

Key points

• • Collect important information first: Email (required), Phone (recommended), Specific needs.

• • Place "Create Lead" step at appropriate position: after collecting basic information.

• • Place before transferring to human operator.

• • Use "Create Lead & Forward" when customer needs detailed consultation.

• • Use when questions exceed chatbot capabilities.

• • Use when customer requests to speak with real person.

Key points

• • Priority handling: Leads from live chat are typically "hot", prioritize immediate contact.

• • Read chat history: Always review chat to understand context before calling.

• • Add notes: Supplement lead information after reading chat.

• • Fast follow-up: Contact within 1-2 hours for highest conversion rate.

Key points

• • Ensure sales team has sufficient online members during business hours.

• • Configure appropriate assignment domain for each member.

• • Set reasonable quota for even lead distribution.

• • Monitor response time of each member.

• • Check members not opted-out from assignment.

Access Control