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How to sync information collected on chat back to the CRM?
How to sync information collected on chat back to the CRM?
Hadas Rahamim avatar
Written by Hadas Rahamim
Updated over a week ago

Want to sync the flow of engaged leads back to your CRM? This article will explain how.

Which contacts would you sync?

When a lead starts interacting with the chat, his status is Engaged. Whenever he reaches a confirmation node, marked to assign him, he'll be Assigned. This is usually when you'd book a meeting with him for example. In the case where someone asked a question and the contact was escalated, we'll create a task for you to review and set the contact on Escalated. In all of these options, whenever an email is collected, you can sync back the fields of the flow back to your CRM.

How to enable creating Contacts or Leads on your CRM?

On the integrations page, make sure the Create toggle is activated for the desired entity:

**Screenshots below are taken from the Salesforce Integration but apply the same for other CRMs

Which chat fields can I sync?

You can sync all of the nodes in the chat flow - simply by using their exact names.

For example, in the picture below from the contact page, you can see we've collected info regarding their intent, location, company size, etc. along with automated info, like URL and timezone.

How to sync the fields on the integrations page?

Go to Integrations and open the required CRM Integration settings page. Under the Fields section, on the side, look for the Chat Fields section and choose the desired one along with the relevant CRM field on the right side.

Make sure you enable the Update toggle and that the CRM field can be overwritten with any value.

That's it!

Have any questions? We'd love to help! Start a new conversation via the Customer Care Communications Portal

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