amoCRM

AmoCRM integration allows you to create leads and deals from a ticket card, as well as view information about a current status of your clients and their deals directly in Usedesk.

Content

CRM: an introduction to CRM and its entities

Integration principle

Integration connection

Creating a deal using rules

CRM: an introduction to CRM and its entities

What is CRM?

Customer Relationship Management (CRM) is a system that manages customer relationships. CRM helps companies to work with their clients.

Due to the integration between Usedesk and HubSpot, you will be able to transfer potential customer data into CRM and get relevant data without switching back and forth between windows.

This will allow you to build more competent marketing strategies and understand your customers on a deeper level. Moreover, it can make your customer support an effective sales channel – remember that you already have a base of clients who can become your regular customers as well as recommend your brand to their friends and acquaintances.

If you want to increase your sales, it's important to provide quality support to your customers, answer their questions, solve their problems, and offer additional products or services they may be interested in.

What are the entities of CRM?

Contact is one of the main elements in CRM. A contact can be a counterparty, an individual, a company representative or a customer. With contacts saved in CRM, you will be able to analyze your customer base, create a newsletter about profitable offers of the month and simply congratulate your favorite customers on their birthdays.

Lead is any minimal information about a person or company. This is not your customer yet, but you can contact them and offer your products or services. Read the article for more details.

Deal is the process of selling a product or service to a customer. Deals can be organized into categories if you have multiple departments that deal with customers in different situations. The stages within the category will help you understand at what stage the work with the client is.

Integration principle

AmoCRM integration allows you to create leads and deals from a ticket card, as well as view information about a current status of your clients and their deals directly in Usedesk.

Integration with amoCRM is implemented as an additional block in the ticket or chat card.

Working with contacts

Usedesk automatically searches by the client's contact information (Phone and E-mail) specified in his/her card.

Contact is not found in CRM

We will tell the user that there is no data about the client yet, and we will offer to transfer the data into the CRM.

Contact details specified in Usedesk will be attached – there is no need to copy and paste data.

One or more contacts are found

We will show all the clients found. By clicking on each one, you can view deals related to that contact.

If multiple contacts are found in amoCRM, we will show the "Link" button. It is used to match a client in Usedesk with a contact in amoCRM. Thus, we will immediately show only the required data.

If there is a need to create a new contact, this can be done directly in the additional block. When creating a lead, integration will tell you which fields are required to fill in:

List of deals

For each found contact, we will display the deals that are associated with that contact.

If you need to create a new deal (for example, a customer has written to support and is interested in a new product), this can also be done directly in the additional block:

Using the gear button, you can customize the range of fields that will be displayed in the list of deals.

Individual deal details

If you click on an individual deal from the list, a card with details, news feed and comments will be opened. The list of displayed fields can be adjusted using the gear button.

You can post a new comment on the deal using Usedesk.

Integration connection

1. In the Usdesk, go to the "Settings" → "Blocks" section.

2. Add a new dynamic block.

3. Configure the block as follows:

• Name — amoCRM
• Title – the name of the block that will be displayed in the ticket card, for example, amoCRM;
• Content of the block — amoCRM;
• URL – fill in the field with the value https://amocrm-integrations.usedesk.com/api/;
• "Enabled" – check the box to activate the block;
• Add a parameter – click and add the required POST parameters:
  • amo_base_host – URL of your amoCRM (required parameter). For example, https://hogwarts.amocrm.ru/;
  • usedesk_api_token – Usedesk API token. Here you can learn how to create an API channel and find its token;
  • language — available options: en, es, pt, ru. By default — en.

4. After filling in the fields, click "Save".

5. Go to any ticket card, click on "Login to amoCRM".

6. You will be directed to a page that displays your AmoCRM account in a drop-down list. Click "Allow".

{
  "url": "https://amocrm-integrations.usedesk.ru/api/freeCreateLead",
  "data": {
    "amoClientId": "1ff6828b-c10c-43f8-98d0-370001e85b6c", // AMO integration ID
    "ticketId": "{{ticket_id}}",
    "fields": {
      "name": "gg", // title
      "price": 1, // budget
      "status_id": 55524250, // status ID
      "pipeline_id": 6516490, // pipeline ID
      "responsible_user_id": 9311182, // ID of the responsible user
      "custom_fields_values": [    // custom fields
          {
            "field_id": 1025541, // field ID
            "values": [{
                "value": "asd" // field value
             }]
         },
         {
            "field_id": 1372537,
             "values": [{
                "enum_id": 705377 // enum field ID (lists, multiple lists)
             }]
         },
         {
            "field_id": 1372539,
            "values": [
                {
                    "enum_id": 705381
                },
                {
                     "enum_id": 705385
                }
            ]
         }
      ]
    },
    "comment": "4444" // Note
  },
  "headers": []
}