Contents / Online Communication with Contacts

Customer Success

Online communication with clients

Online communication channels ensure information support for your clients.

Create one or several groups of customer support agents. Each group can be connected to a number of client communication channels — either social networks, or messengers.

CRM supports:

Clients can leave messages, for example, in your company groups on Facebook — all these messages will go straight to the CRM. Real time communication with clients is also an option.

To adjust the channels of clients communication, go to Main Menu — Settings — Integrations — Customer Support:

Add your communication channels first: add your company groups in social networks and messengers accounts in the Communication Channels tab:

To add a communication channel, follow the detailed instructions that will appear.

Add a new employee group:

Select the employees to handle the questions from clients:

Select the employees to see the communication history ONLY, without seeing the pop-ups about new messages from clients. Select the Supervisor status for these employees:

Add the sources in the Communication Channels tab:

After the changes above are saved, the messages will be forwarded to the Contacts subsection:

Integration with Facebook

  • If you do not yet have your company account on Facebook, create it.
  • Add the Messages button to your page.
  • Add the link to your group.
  • Go to Faceboоk applications page and create a new application.
  • Enter any name, specify the type of business and your email. Refresh the page after entering the CAPTCHA.
  • Open the application you created and copy the application ID and its secret code.
  • Enter the application ID.
  • Enter the application secret code.
  • Add the Messenger. Open the Messenger and create the access token for your company page by selecting the page and confirming the access to it.
  • Enter the access token.
  • Open the Webhoocks settings.
  • Enter the reverse server URL.
  • Enter the secret code in the token confirmation field.
  • Select the subscriptions: messagesmessaging_postbacksmessaging_optins. Do not close Facebook.
  • Select the employee group.
  • Click Confirm and Save in Facebook Webhooks.
  • When saved successfully, the Facebook page will be reloaded.
  • Select the subscription page in the application.
  • You can select a group of employees to test the messaging.

  • AT this point, you will only be able to get all the messages; the replies from the CRM, however, will only be reaching the creator of the Facebook group. To enable the replies to any Facebook user messages, open the Verification application:

  • Open the Messenger, scroll down to Messenger Checkup and add "pages_messaging".
  • Scroll down to Current Request and edit it.
  • Specify the Facebook page.
  • Tick 'Your Messenger does not use automated answers (using direct chat)'.
  • Fill in the field marked by an asterisk.

  • APRO CRM has an internal messenger for communication with clients via email and social media. A new potential client can text you on Facebook — and the message will be received and handled right in the CRM.


    Integration with Viber

    To add a group, follow the instructions in the window:


    Integration with Instagram

    To add a group, follow the instructions in the window:


    Integration with Skype

    To add a group, follow the instructions in the window:

    Attention: when registering a Skype account, you will be asked to specify the Privacy Policy page. You can use the following link:


    Integration with Telegram

    To add a group, follow the instructions in the window:

    You must also see:

  • Customer service assessment

  • You may also be interested in: System Overview

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    APRO CRM is a SaaS cloud solution and is hosted by our servers. The CRM is flexible and can adjust to your business needs. You will be getting all the necessary assistance from your personal adviser while using the system