Qontak

01. Overview

• Plugin Name: Qontak CRM & Omnichannel
• Category: CRM / Customer Communication
• Authentication: Managed by Mekari Platform

02. Key Features

• Automatic Record Creation: Instantly generate CRM Deals, Tickets, or Tasks from incoming messages
• Cross-Channel Integration: Sync data from WhatsApp, Instagram, Facebook, and Web Forms directly into your workflow
• Dynamic Follow-ups: Trigger scheduled messaging based on CRM deal movement or time-based conditions
• Real-time Status Updates: Automatically move deals through stages or update ticket priorities via workflow triggers
• Smart Summarization: Convert chat context into structured ticket data without manual re-typing

03. Supported Use Cases

• Automated Lead Follow-up: Automatically follow up with leads by moving deals based on time and sending scheduled WhatsApp reminders, ensuring sales teams never lose touch with inactive prospects
• Calendar & Task Sync: Keep customer-facing teams on schedule by syncing CRM Tasks with calendar events, ensuring follow-ups, visits, and meetings are never missed
• Instant Form-to-Lead Capture: Automatically capture inbound leads from online forms into the CRM as Contacts and Deals for faster response times and zero untracked inquiries
• Chat-to-Ticket Conversion: Automatically convert qualified customer chats into structured support tickets, eliminating the need for agents to manually summarize conversations
• Lead Generation from Chat: Automatically convert qualified inbound chats into CRM Contacts and Deals, allowing sales teams to follow up immediately without manual data entry

04. Important Notes

• Permissions: The authenticated user must have the necessary permissions to create or edit records in the target CRM modules
• Pipeline Mapping: Ensure the correct Pipeline and Stage IDs are used when creating Deals
• Contact Matching: Use unique identifiers (like Phone or Email) to ensure the plugin correctly updates existing Contacts rather than creating duplicates

05. Security Considerations

• Secure Token Storage: Always store API keys in encrypted environment variables
• Data Privacy: Ensure customer data handled via WhatsApp and other channels complies with your local data protection regulations

06. Compatibility

• Compatible with Qontak Omnichannel and Qontak CRM
• Supports all major messaging channels integrated within the Qontak ecosystem
• Uses the latest Qontak REST API for reliable data delivery

07. Troubleshooting

• Failed Follow-ups: Verify that the WhatsApp template used for reminders has been approved in the Qontak dashboard
• Missing Form Data: Ensure form field names match the CRM property names in your workflow mapping
• Unauthorized (401): Check if your API Token is still active or if it has been refreshed recently

08. Summary

The Qontak CRM & Omnichannel Plugin bridges the gap between customer communication and business execution, allowing teams to automate their entire operational lifecycle from the first message to the final deal.