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All channels in one place
All messages from various channels are consolidated into a single interface:
● Telegram● Microsoft Teams● Slack● Viber● WhatsApp● Facebook● Instagram● SMS● Other integrated channels
Managers no longer need to switch between apps — the entire communication history is available right in the CRM.
A full-featured messaging experience
It's not just a chat — it's a full-fledged messaging app built right into Creatio:
● 💬 Replies (replies to specific messages)● 🔥 Reactions (emojis)● 📎 Attachments (photos, videos, files)● 👥 Group chats● @mentions
👉 Everything looks and works just like in Telegram or Slack
Two-way synchronization
The key advantage is full real-time synchronization:
● Sent a message from CRM → message appears instantly in Telegram
● Replied in Telegram → appears in Creatio
● Added a reaction → synced
● Sent a file → available on both platforms
👉 No delays. No loss of context.
Live chat directly within cases (Service desk)
Chats are integrated directly into CRM processes:
● Open a ticket → view the entire conversation
● Reply to the customer directly from the ticket
● The entire history is stored in one place
👉 This is essential for:
● Support teams
● Service desks
● B2B communications
Monitoring and Analytics
The system provides full control over communication:
● Average response time● Number of active chats● Agent performance● Breakdown by channel
👉 You’re not just communicating — you’re managing the process.
Issues
1. Communication in Sales
Today, many sales begin right in messaging apps. A customer messages a sales representative, asks questions, and clarifies details. But often, this communication doesn’t make its way into the CRM.
Multichannel Chats changes this process. A sales representative can create a lead, deal, contact, or customer inquiry directly from the chat. All correspondence automatically becomes part of the CRM.
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Communication in Sales
Customer Support
Teamwork with the client
Book a demo showcase right now!
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