Message mode for the CRM

The mode decides who creates the customer card in Bitrix24 when the customer writes in WhatsApp: Bitrix24 itself through an open line (the clients’ chat inside Bitrix24, see the glossary), TehProf Dialogs, or nobody. Each number has its own mode.

The three modes

Until you choose a mode yourself, it depends on the number. Without an open line, TehProf Dialogs create the card works. With an open line, Bitrix open line works. Once you choose a mode, it no longer changes by itself.

How TehProf Dialogs find the customer card

Before creating anything new, TehProf Dialogs look in Bitrix24 for a contact with the customer’s phone. Then the order is:

1. The contact has an open deal: the conversation is written into it.
2. No open deal but an open lead: the conversation is written into the lead.
3. Nothing open: a new card is created and linked to the found contact. If there is no contact, one is created too.

Closed deals and leads are not continued. The new card depends on the portal’s CRM mode: a lead in the classic mode, a deal with a contact in the simple one.

The conversation in the card timeline

Add the conversation to the card's timeline — Every message becomes a record in the lead or deal timeline; short messages in a row within 5 minutes share one record. This is a separate switch that does not depend on the mode. Without an open line it is on by itself; with an open line it is off, because its chat is already in the card. With «Create nothing in the CRM» the switch is not shown.

For the administrator

TehProf Dialogs → Channels → «Settings» (gear) of the number → General → «Messages in the CRM»

1. Open TehProf Dialogs → Channels.
2. On the number, press the gear Settings.
3. On the General tab find Messages in the CRM and choose the mode.
4. Save the settings.

You will see: the fields that belong to the chosen mode appear under it. For «Dialogs create the card» these are the pipeline and the stage.

Pipeline and stage

These fields show in the TehProf Dialogs create the card mode. If the new card is a deal, choose Pipeline of a new deal and Stage of a new deal. If it is a lead, choose Stage of a new lead. While nothing is chosen, the general pipeline and the «First stage» are used.

If a stage is gone

If the chosen pipeline or stage was deleted in Bitrix24, the number screen shows a warning: «The chosen stage is gone from the CRM — no new cards are created until another is chosen» (the same for a pipeline). No new cards are created, but messages are not lost: they stay in TehProf Dialogs. Choose another stage or pipeline. When the CRM refused, the screen shows how many messages are not written. Once the settings are saved, TehProf Dialogs send them again, for messages of the last 7 days.