Wazzup Help

AmoCRM integration configuration

All Wazzup integration settings are located on the right side of the screen. On the small size screens, the settings panel opens by clicking on the green arrow .

“Save settings” – any changes in integration settings are applied only after pressing this button.

“Delete integration” – allows to remove amoCRM integration with one click.

“Update amoCRM data” – all the changes you have made in amoCRM will take effect in your Wazzup profile only after pressing the update button.

1. Channels for this integration

A “channel” is a phone number with WhatsApp or an Instagram account that will be connected to the CRM.

Tick the channels you will be working with. If a channel is not marked with a green tick symbol, you will not be able to configure a sales funnel for it and give access to chats with this channel to your employees.

2. Pipeline/stage for create new deals

After a client makes a new request in the selected channel, the corresponding deal will be created in the selected funnel/stage. In this deal, your chat with the client will be created. This is also where your chat history will be stored. To choose the funnel to use, click the down arrow. An additional menu will open containing funnels and stages from your CRM. If you do not specify the funnel and the stage, the deal will be created in “Incoming leads”.

Configure your funnels and stages according to your company’s needs.

Let’s assume, for example, that in your company, some employees handle wholesale clients, while some handle retail ones. It makes sense to add wholesale department employees to one channel and retail employees to another.

If in step 2 you chose the “Incoming lead” option for an Instagram channel, the deal’s card will not be automatically populated by the client’s nickname. The reason is that amoCRM does not provide the functionality to automatically populate Instagram fields of incoming lead cards. For the system to automatically populate the client’s card with their Instagram nickname, in step 2 of the integration settings, specify any funnel stage and enable auto-merging of the “Incoming lead” section.

In case of WhatsApp, in step 2 of channel settings, you can specify the “Incoming lead” stage. However, it is still necessary to enable auto-merging the “Incoming lead”. It is possible for this messenger because the client is identified using their phone number.

3. Appointment of new deal owner

Appoint the ones responsible for handling new contacts. Assign the employees responsible for every channel by clicking the “Add” button, or add everyone by clicking “Add everyone everywhere”. Then distribute the workload among your employees equally, or increase the workload for more experienced employees. The “Remove everyone” removes everyone from all the channels. If you need to remove a specific employee from the list, point the cursor over their name and delete them by pressing the red cross.

If you chose the “Incoming leads” stage in step 2 to create new deals in, step 3 will not be available. If some of your deals goes to “Incoming leads”, and some to another stage, the distribution of the ones responsible will work only for the deals which are created for stages other than “Incoming leads”.

If you do not specify anyone in step 3, the system will automatically input the integration administrator.

The workload is expressed with a number showing the quantity of new requests to be forwarded to each of the employees.  Specify the workload in the field next to the employee’s name.

The screenshot shows that 6 out of 9 requests for the “Promotions” channel will go to support, while only 3 out of 9 will go to Ekaterina. The system will choose the order of requests to forward to one of the employees randomly. The second screenshot shows that all new requests for the “Partners” channel will be distributed among the employees equally. All new requests for the “Sales” channel will be forwarded to Svetlana since she is the only employee responsible for this channel.

This setting enables you to motivate your best employees and give more requests to them, and vice versa, it allows you to decrease the workload for new employees who are slower than others.

3.1 New message from a contact with a closed deal

If, after closing a deal, your client contacts you again through the same channel, you can configure the system to create a new deal for the same client or forward the message to the last closed deal.

If your company sells products which need to be replenished regularly and clients make new orders every month, it is more convenient to create a new deal for every new request. And vice versa, let’s assume that sometimes, after closing a deal, clients may write you a message thanking you or complaining about defects but they make repeat purchases very rarely. In this case, it is better to add new messages to the last deal.

If you choose the “Create a new deal according to the rules of step 3”, a deal will be created for every new request. The one responsible for the deal will be determined based on which channel the client has written to and which request distribution settings have been set in step 3.

4. Ability to write from channels in Wazzup chats

To let your employees see incoming messages from Instagram and WhatsApp and communicate using these channels, you need to give these employees access. To choose the employees you would like to give access to, press the “Add” button or add all your employees by pressing “Add everyone everywhere”.

4.1 Choosing outgoing channels for writing first

This paragraph determines the channel to be used to write messages to new clients in WhatsApp. Every employee may have only one default outgoing channel.

For this step to work, in step 8, choose the option “Use the channels from step 4.1 if possible”.

If the outgoing channel in step 4.1 is disabled, the service will throw an error and the message will not be sent until you enable it. Alternatively, if the channel is unavailable or rescanning the QR code is required, the message will be sent only after reanimating the channel.

5. Inside the Wazzup chat

The Wazzup chat is the window containing all the dialogues. It is located in the bottom left corner of the amoCRM panel. Available only for Advanced and Enterprise amoCRM plans users.

In step 5, you configure what messages will be visible and to whom. By default, the Wazzup chat uses the “Only my own dialogues and dialogues from “Incoming leads” option. Use the “Show all dialogues to all employees” option when a client is not assigned to a specific employee, meaning that several different employees are able to communicate with a single client.

If there are more than 2 employees in your company, enable the option to show “Only my own dialogues and dialogues from “Incoming leads”. Every employee will only be displayed contacts the cards of which he or she is set as the one responsible for and new contacts which go to the “Incoming leads” funnel.

If you select “Only your dialogs and dialogs from your queues”, an additional item 5.1 will appear to select a user who will see all dialogs. This can be a department head or a boss.

6. Group chat

Group chats are only displayed in your personal account and Wazzup Chats:

These can be seen by anyone who has access to the chat window. By default, group chats display is disabled in Wazzup Chats:

Conversely, you cannot disable group chats display in your personal account. There, these are always visible.

Group chats do not create a separate contact or deal and are not linked to them. Cards will not have messages from group chats displayed in them.

If you choose to show group chats in Wazzup chats, the number of unanswered messages will be summed up.

7. Converting phone numbers to the international format

In the international format, Russia’s and Kazakhstan’s numbers begin with +7 (which is the only one that WhatsApp Web is able to recognize), but many people write them with an 8 in the beginning. If some of the mobile phone numbers in your amoCRM are written with an 8 in the beginning, use the function to replace the 8 in the beginning of the number with +7, and WhatsApp will be able to recognize them.

In Asia, numbers in international format begin with 8. If the conversion is enabled, WhatsApp will recognize these numbers as incorrect and will automatically replace the 8 with +7. So, if you have clients from Japan, China, South Korea, disable this function by choosing to leave the number as it is in amoCRM instead.

8. Creating tasks for incoming messages

Every unanswered message in amoCRM has a task created to remind your employees to reply to it. The task will be automatically removed as soon as an employee replies to it or resets the unread messages counter. If you choose the “Do not create a task” option, notifications about incoming messages will only be sent to the notifications chat.

9. Digital Pipeline channel

In this step, you choose which channel will be used to create chats for clients who you have not previously had WhatsApp chats with. To begin a dialogue with a client, you need to create a webhook – a mechanism to notify the system about events in CRM. It is created for the funnel which your clients without a chat are forwarded to. A contact can be included into amoCRM manually – via phone communication or by submitting an application on the website. You can find out more about adding a webhook here.

If you company’s employees are working from different channels, enable the function to “Use the channel according to the rules of paragraph 4.1 if possible”. In case if the channel set for a specific employee is unavailable, requires rescanning the QR code, or not specified at all, the service will choose the channel randomly. The only factor considered when choosing a random channel is the price plan because the Start plan does not allow you to be the first to write to your clients.

If you are using only one channel for outgoing messages, choose the “Always use the channel according to the rules of paragraph 9” and then choose the channel in the drop-down list. If the channel has not been chosen, the service will choose it randomly, too.

10. Link unshortener (URL expander)

AmoCRM automatically encrypts links in its native chat. When following a WhatsApp direct message link, a shortened link will send you to your browser, not to the application.

WhatsApp has a feature to create direct links for chats. This “Direct Message” feature works in both the mobile app and WhatsApp Web. To create a link, input https://wa.me/<number>. Replace the part with the phone number you need using the full international format, without zeroes, parentheses and dashes. The phone number should be linked to an active WhatsApp account.

In the encrypted link, your site’s domain will be replaced with “amo.sh” and some symbols. Such link will be unreadable.

Clients are often suspicious of unreadable links, especially if they applied using the site and remembered the domain name. The “Decrypt links” function will preserve the URL’s original form.