MyRepChat offers the following integration features with CRMs:
- Integration Configuration
- Bulk Contact Import
- Group Imports
- Free-form search and auto import from web app
- Free-form search and auto import from mobile app
- Phone number search for incoming phone numbers
- Adding Contact notes
- Group-based Import
- BiDirectional Save
Different CRMs may have different capabilities in terms of search and import and configuration requirements. See the CRM specific articles for CRM specific configuration and 'gotchas'.
Once a CRM is configured or 'linked' to MyRepChat, we will use those integrations to search, import, and apply notes. Each CRM integration is configured under 'Contacts' and the integration can be reset and tested to make sure they are configured correctly. If you have more than one integration, we will use all integrations configured to search. If you've switched CRMs, feel free to delete the old one. Those contacts will still exist but the CRM will no longer be searched for new ones.
Each CRM has different configuration requirements. All CRM integrations have specific articles about how to configure them. Please refer to those articles for specifics.
In the Web Application, CRMs are configured under Account Settings (gear wheel in the upper right) - Integrations tab.
In the mobile app, go to the main menu and choose 'Integrations'. Choose your CRM from the dropdown.
In both mobile and web application you can Add/Delete/Modify/Test the integration.
Bulk Contact Imports
We've moved to a search based method for importing. While you can still import a large number of contacts based on a search, we no longer allow pulling back ALL contacts with a 'Get Contacts' button. For users with a large number of contacts this caused some browser performance and stability problems.
Instead, we recommend searching for contacts as you need them. The search in both Messaging and Contacts areas looks for contacts that exist both in MyRepChat and in your linked CRM.
You can import contacts automatically based on a search by using 'auto import'. Each CRM has a max # of contacts that will be returned at once. Some CRMs have a small number (Redtail is 20) while others are 10K. This difference is due to the performance of available APIs. See the CRM specific pages for details.
Free-Form Search (Web App)
In both the Contacts and Messaging area, you can search for individuals by contact name, group name (in some CRMs), or by phone number. You can choose to search internally only (Contacts already imported), CRM only, or both. A checkbox to auto import allows you to choose whether you want to automatically import contacts or pick from the list that is returned. Click the magnifying glass button to execute the search (we do not filter as you type in this field since we have to go out and get the data from CRMs).
We currently look in the CRM for Contact Names and Phone Numbers. When possible we search for BOTH first and last names and ALL phone number fields that contain what you type. However, different CRMs have different search capabilities. Please look up your CRM for search 'gotchas' in Why am I not seeing my contacts?. Be aware of the search limitations of your CRM and search accordingly for best results. In general, best practice is to be as specific as possible to return the fewest results so you're not pulling in contacts you don't want. We don't currently separate first/last name if a space is included before handing the search to the CRM. So unless they CRM search behavior has a single 'Name' field or the CRM handles it some other way (See your CRM integration page), enter only a first or last name and not both.
Once you've imported a contact that contact will always have a CRM logo. This logo let's you know that this contact comes from your CRM and that we are able to send message history back as notes.
Free-Form Search (Mobile App)
Similar to the MyRepChat web application, you can search contacts that are both already imported contacts in MyRepChat and those contacts that are in a connected CRM. Same caveat with search rules apply. Choose what you want to search Contacts or Groups and if you only want contacts/groups assigned to you or not. Type in a name or number and click the magnifying glass to search. Toggle the Auto Import if you want to automatically import any results or prefer to select which contacts from the results to import.
Click the '+' to add a new contact manually that will not be assigned to any CRM. You can also 'Quick Add' a contact with just a phone number. If you enter a full 10 digit phone number and that phone number does not exist in MyRepChat or your CRM, you'll be asked if you want to add a new contact with that phone number. Adding contacts manually and the Quick Add of a phone number will not add notes to your CRM but will be archived.
Phone Number Search for Incoming Messages/Calls
There may be occasions when you receive an incoming message or call from a phone number that is from someone that is not a currently imported MyRepChat contact. If we cannot find the contact internally, we will search for the phone number in your CRM and automatically import the contact.
As I mentioned earlier, different CRMs have different search capabilities. We do our best to find phone numbers given the CRM API. In general, we recommend you update your CRM data so it has the mobile phones in mobile phone fields. Once again, refer to the Why am I not seeing my contacts? article for any 'gotchas' for your CRM related to phone number searching.
If we can't find the contact by phone number, we will add an 'Auto Generated' contact with the phone number as the name. If you know there is a contact with that phone number, check the 'gotchas' page on why we may not be able to find it in your CRM. If you are getting 'Auto Generated' contacts created and the 'gotchas' don't explain it, let us know.
Adding Contact Notes
All but one CRM (Office365) has the capability to send notes back to associate SMS messages with the contact. We currently do not add notes for MMS (media) messages with CRMs (only 'Archive' solutions). This is because most CRMs do not support non-text related notes.
Each CRM configuration has a toggle to 'Activate Notes'. Make sure both 'Real Time Notes' and 'Activate Notes' is turned on to get real time notes sent to your CRM.
Notes are only sent for contacts that are imported into MyRepChat and that contact is linked to the CRM. You can make sure your contacts are 'linked' to a CRM by looking for the CRM logo in your contact list. Any contacts that were created manually or when a contact was 'Auto Generated' do not receive notes.
Some CRMs have capabilities to organize your contacts. As part of the Group import, we will generate a 'Group' and add/remove contacts associated with that group so you can message the whole group. The group/contact association is only synched when you explicitly import that group. Contacts that are removed from the Group in the CRM and that group is imported into MyRepChat again, the contacts will still be in MyRepChat, but the group/contact association will be updated so a group message will not include them. Likewise, any new contacts associated with the group will be imported the next time the group is imported.
If members of a group change, the next import will update the membership list of that group and pull in any new contacts. If a contact is no longer a member of a group, we will remove their membership but will not delete the contact.
We have not implemented the grouping integration in all CRMs. Some do not have a way to group contacts or do not support searching contacts by group. Others may have the concept but we have not yet implemented it yet. We've added group integration to CRMs based on demand. See the CRM specific pages for details for your CRM. Let us know if you'd like to see a group integration with your CRM.
There are three aspects of BiDirectional Save in MyRepChat:
- Creating a contact in the CRM when a contact is created in MyRepChat. This can occur when someone call/messages your number without that number being in your CRM. Or when you manually enter a contact in MyRepChat.
- Updating the CRM when a contact linked to a CRM contact is changed in MyRepChat.
- Updating MyRepChat when a contact is changed in the CRM
Two configurations exist in your CRM integration configuration that allows you to dictate whether the CRM if these aspects of bidirectional save occurs:
If you enable MyRepChat to create contacts in your CRM, whenever you receive a message/call from an unknown phone number, MyRepChat will create a contact in your CRM with the phone number as the contact name. Similarly, if you manually enter a contact in MyRepChat, we'll create that contact in the CRM. This will allow us to write all messages as notes to your CRM (assuming adding Notes is also enabled).
If you enable MyRepChat to edit contacts in your CRM, we will update the CRM with any changes you made to MyRepChat.
This feature is not available in every CRM. Please check the CRM specific page (links below).
We attempt to import the following contact data. If what we get is larger than what we can store, we will truncate that data to fit. If you find you're missing valuable data due to this truncation, let us know.
The Contact data we import and the size of the fields are below:
|Data||Size (# of characters)|
|Phone (includes area code)||24|
We also validate and normalize all phone numbers. Since we don't know which will be used for messaging, we need them in a consistent format. Your phone numbers may not appear exactly how they look in your CRM. We remove any punctuation and we pull out the country code. If it's not a country code we support, we discard the phone number.
CRM Integration Troubleshooting
There may be occasions when the CRM integration link is broken. This may require updating or reconfiguring the integration. The CRM APIs can also change over time and we may not catch it in time. Here is a list of things to look for if you find
1) Are you getting an error when searching?
- Go to Account Settings - Integrations, find your CRM and click 'Test'. If that fails as well, chances are the integration link is broken and needs to be reconfigured. Follow the instructions to set up your integration. Worst case, delete the integration and recreate.
- If Search gives you an error but the Test succeeds, it's likely the API changed or we're not handling some data that's coming back correctly. Please let us know when this occurs.
2) Are you trying to search for something you KNOW is in the CRM, but its not returning anything or less/more than you expect?
- If nothing is ever returned regardless of what you search for, check to make sure your integration is enabled. There is an enabled toggle that can turn search/note functionality on/off. If it is off, it will not search that CRM.
- Check the CRM specific article for any search rules/gotchas that may be coming in to play. See the links below for your CRM. Its possible you are running in to a search rule that makes searching not behave as you would expect.
- Simplify the search. For example, some CRM integrations don't handle searches with spaces as you might expect. Once again, see CRM specific articles for details.
- If search is not behaving like you expect and we don't mention the issue in the CRM specific articles, please let us know. We may not always be able to fix the issue due to API limitations, but we can at least add it to the CRM article.
CRM Specific Articles
Each CRM can be slightly different in its configuration, search behavior, and grouping concepts. Below is a link to each CRM integration we support.