Objective

Develop a connector between your CRM tool and iAdvize to allow the escalation of certain information.

What would I need?

Create an iAdvize app
2 iAdvize Plugins :

Customer Information
Closing Form

2 iAdvize Webhooks :

v2.conversation.pushed
v2.conversation.closed

Use case

Here is an example of an ideal App for integrating iAdvize into a CRM

I want to integrate iAdvize into my CRM and thus:

enrich the information on the desk during the conversation in order to give the agent a maximum of context about the visitors
allow my agents to create a ticket at the end of a conversation
trigger actions in your CRM directly from the iAdvize console
open the corresponding user profile of the visitor from a link

I also want to:

escalate leads/contacts in my CRM
gather the context of visitors and their conversations in my CRM

Process

1. Prerequisite: creation of your App

To create this interconnection between iAdvize and your CRM, you will first need to create an iAdvize App.

For details of each stage, please visit: https://developers.iadvize.com/documentation/build-apps

You have passed the first step of creating your App by assigning it a name and filling in various information and you are now at the design stage!

As you can see, iAdvize has several tools at your disposal that will help you improve the experience of your agents and visitors:

plugins
webhooks

Go to the next step to understand how to use them!

2. I want to integrate my visitors' information into the iAdvize console

The “customer information” plugin allows users of the iAdvize console to:

View key visitor information of your CRM data
Open the CRM cards associated with these visitors via a link
Trigger actions in your CRM directly from the iAdvize console

Agents can review visitor/client information in a new window as they discuss. Operators can then modify them or simply search for information.

In order to retrieve customer information, iAdvize must be able to identify the visitor via an external email and/or identifier. Once recognized, the agent will see the visitor’s information appear in a dedicated section on the right of the current conversation.

For the technical details of this plugin, you’ll find it here.

For more info about our other plugins available:

https://developers.iadvize.com/documentation/build-apps#app-plugins

3. I want to allow my agents to create a ticket at the end of a conversation

The “conversation closing form” plugin allows users of the iAdvize console to manually provide additional information at the end of the conversation.

For example, I want to allow my agents to create a ticket at the end of a conversation to ensure specific follow-up for a visitor after the conversation. I would like this ticket to go up on the CRM side so that there is a record of the exchanges so that the person in charge of processing the ticket has a maximum of information about the visitor.

For the technical details of this plugin, you’ll find it here.

For more info about our other plugins available:

https://developers.iadvize.com/documentation/build-apps#app-plugins

4. I want to trace/create leads and gather context on my visitors and their conversations in my CRM

The webhook system allows external applications to subscribe to events (via callback URLs) to receive real-time updates. When you create your application, you can subscribe to a list of events.

In this example, I use the webhook to:

create leads/contacts in CRM
gather context concerning visitors and their conversations in my CRM

Webhook	Utilisation
v2.conversation.pushed	When a conversation starts, a webhook is sent to the iAdvize X CRM App. The latter contacts our API to have information about the visitor and create a new Visitor object of your CRM X or update it if it already exists.
v2.conversation.closed	At the end of a conversation, a webhook is sent to our iAdvize X CRM App. The latter contacts our API to have the details of the conversation and record it in a CRM X object “Conversation” and it also contacts our API to have up-to-date information about the visitor in order to update the Visitor object of your CRM X.
visitor.updated	Whenever the information of an iAdvize visitor is changed (for example, by an operator from the console) iAdvize tells you the visitor ID that has been changed. You can then retrieve the new iAdvize visitor information via our API to go and update the lead or contact information in your CRM.

For more information on our other available webhooks: https://developers.iadvize.com/documentation/webhooks#webhooks

5. Installing your App within the iAdvize Admin

Remember: this App can be used in one or more iAdvize projects (SID).
Go to the iAdvize admin and search for your application in the Marketplace and install it. Follow the displayed steps and complete the installation.
Once your App is installed, you should have a screen similar to this one telling you that your App is installed:

Connect iAdvize to my CRM