Send each website's chats to TicAte CRM

If you use TicAte CRM, your website chats can flow into its contact center, where the CRM turns them into leads and deals and your team can answer from there. Each website can go to its own open channel (a queue in the CRM), the same way each WhatsApp number can.

You need the owner or admin role in both ChatIQ and the CRM.

Connect ChatIQ to the CRM

You go back and forth between the two apps once:

1. In ChatIQ, open Settings → API & webhooks and create an API key named, say, "TicAte CRM". Copy it. See API keys.
2. In the CRM, open Contact center → Apps and click Website chat (ChatIQ). Paste the key into ChatIQ API key. The window shows a webhook address; copy it. See Connect channels and set up open channels in the CRM guides.
3. Back in ChatIQ, under Webhooks, paste that address into Endpoint URL, tick conversation.started, message.created and conversation.closed, and click Add webhook. Copy the signing secret it shows. See Webhooks.
4. In the CRM, paste the secret into Webhook secret from ChatIQ. Under Replies appear as, type the name your visitors should see on replies sent from the CRM. Click Connect.

New chats now arrive in the CRM's contact center.

Send each website to its own open channel

Open Settings → Integrations in ChatIQ. Under TicAte CRM open channels, each website has a list of the CRM's open channels. Choose one for each website. A website left on Default goes wherever the ChatIQ connection itself points in the CRM.

For example, send your kitchens website to a "Kitchens" queue answered by your kitchen designers, and your main website to "Sales".

If something is wrong

• TicAte CRM is not connected yet: the webhook from step 3 is missing. Add it under API & webhooks.
• The CRM did not answer: the connection may have been deleted in the CRM, or its secret changed. Check the Website chat (ChatIQ) connection in the CRM, then reload the page.
• The CRM has no open channels yet: make one in the CRM; it appears here straight away.