Bot integration with a CRM system

Connect your bot on ConnectiveOne to CRM and ERP systems using low-code solutions, expanding your business capabilities

You can integrate ConnectiveOne with your CRM (Zoho CRM, Creatio CRM, etc.) and ERP systems (Odoo, Dynamics Nav). Use the low-code capabilities of the ConnectiveOne platform for seamless integration. Let's explore typical integration options.

Trigger a bot scenario via the CRM/ERP system

You need an event in an external system to trigger the bot to send something to the user. Here are some cases where this might be useful:

A message to the customer about the order/delivery status

Customer satisfaction level assessment

Notification about the need to make a payment

Offer to place a repeat order

And many other functions

Setting up chatbot integration with CRM and ERP systems:

In your CRM/ERP system, a webhook or trigger is set up to send a request to a special ConnectiveOne URL.
The parameters of this request specify the bot, the entry point for the scenario, as well as the user identifier and channel (messenger). Additionally, parameters can be passed that will be available for use in the scenario, ensuring flexible integration.
After receiving the request, ConnectiveOne will trigger the scenario for the specified user from the corresponding entry point.

To solve such tasks, you will need the call_node method from the API module.
‍Make sure it is installed, and if in doubt, clarify this with the developers.

You can learn more about how to use the API here: Triggering a bot scenario using the API module.‍
Triggering a bot scenario using the API module.

Also, make sure you have the user's permission to send notifications to themе
Details about this can be found here: User subscription to bot notifications.

Instructions for popular CRMs can be found here: Integration of ConnectiveOne with popular CRMs.

Receiving or sending data to external systems

During the script's operation, there may be a need to retrieve data from an external system or send it there. This could be necessary for the following purposes:

Retrieving the current exchange rate, weather forecast for the next day, transportation schedule, or ticket prices through an API;

Sending user survey results to the CRM system;

Ask the user for a convenient delivery time and save this information in the order;

And many other possibilities.

To implement this, ConnectiveOne uses actions.

For more details, read here:
1. Sending data from ConnectiveOne using send_request
2. Receiving data via API using send_request.

Ensuring synchronization of clients and database

Sometimes, for the effective operation of the chatbot, it is necessary to retrieve data that was previously collected in external systems.
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For example, you may already have a list of car makes and models, a customer database, or a list of branches and cities.
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You can retrieve this data via API each time, as mentioned above. However, for chatbots with a large number of users and high load, this may cause issues. The bot will have to wait for the external system to return the necessary data, and as the number of users grows, the bot's performance may significantly slow down.
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In this case, it's better to load all possible values from the database at once and perform searches directly within the bot, without the need to call the external system each time. To maintain the relevance of the information, you need to periodically synchronize the data.

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