CRM FAQs (Desktop)

Tips and best practices for keeping your CRM integration with MyRepChat working correctly.

Note: CRM settings and configuration are managed in the MyRepChat web app. If you're using the mobile app, please log in to MyRepChat on the web to set up or adjust your CRM integration.

Setting up your CRM integration

• Make sure you connect MyRepChat using your own CRM login credentials, not a shared or admin account, and that those credentials are current and not expired.
• When configuring your integration, note all settings and ensure the integration is enabled before saving. The integration will not be active until it is explicitly turned on.

What syncs and what doesn't

• Only contacts marked as clients in your CRM will have their notes synced. Leads, households, and other non-client record types will not transfer.
• All notes follow the phone number. If notes aren't flowing over as expected, search by phone number in your CRM. This will typically surface any duplicates, leads, households, or record errors that need to be resolved.
• If a contact in MyRepChat does not show your CRM logo next to their name, they are not synced, and their notes will not transfer. Every contact must display the CRM logo for texts to be logged as notes.

Keeping your CRM and MyRepChat in sync

• MyRepChat is only as accurate as your CRM. Regularly check your CRM for duplicate records and errors, and correct them. Notes may not flow over as intended.
• After making any changes in your CRM, use the Reconciliation feature to merge the updated information with the corresponding contact in MyRepChat. Go to Contacts > All Contacts, narrow by last name, then click the broken paperclip icon to the right of the contact.
• If a contact messages you first, or you create them as a new contact directly in MyRepChat, you will need to use the Reconciliation feature to sync them with your CRM so that texts log correctly going forward.

Saving changes in MyRepChat

• After editing a contact, always click Save Contact at the bottom of the screen.
• Refresh your browser page after saving to make sure your changes are reflected correctly.

Deleting records

• Only contacts can be deleted in MyRepChat; texts cannot. Use the red delete button or the trash icon to remove a contact if needed.