How the chat window works in Kommo.com

🛠 How to install the widget

The widget must be installed through the personal account of RadistWeb.

After installation, the widget will appear in the CRM interface (see below).

How the chat window works in Kommo.com:

🗂 Where can I open the chat window?

The widget can be opened from the following sections Kommo.com:

• Left Side menu

• Transactions (funnel) → Transaction card

• Inbox → Deal

• Buyers → Contact

• Lists → Contacts → Contact

📌If you do not open the chat window through the left menu (that is, not full—screen), then a cross will appear in the upper-left corner of the window. You can use it to close the chat window and return to viewing the transaction or contact. The widget will also close automatically when switching to another section or transaction.

• CRM left side menu — opens to full screen; 🎥 Video: "How the chat window from the left side menu works"

• The widget can also be opened from the transaction card. To do this, select Radist in the right side menu of the widgets. 🎥 Video: "How the chat window from the deal works"

  

A window will open in the transaction communication area, while the transaction information (if expanded) will remain visible.

• The widget can also be opened from the contact card — select Radist in the right side menu of widgets. The window will open in the area of communication with the contact, and the contact information (if expanded) will remain visible.

  

🖥 Interface of the Chat Window widget

After opening the widget, a chat page is displayed.

📋 Chat list

• The list shows contacts from RadistWeb.

• For each contact, you can expand the list of their chats and select the desired one.

• If you just click on a contact, the last active chat with them will open.

  

🔍 Chat search

• It is available in the widget opened via the left side menu.

• The search works on the part of a string (from 4 characters).

• Search is supported by: - contact name, - phone number, - Telegram username.

👥 Group chats

• Visible only to administrators.

• They are displayed only when the widget is opened through the left menu.

🕓 Unanswered messages

• Chats with unanswered messages are marked in the list.

• In the chat, you can click the "No response required" button to remove the mark and lower the priority of this chat.

💬 What is available inside the chat

You can:

• Send and receive messages

  

• Send templates (from RadistWeb)

  

• Use emojis, send files and voice messages

  
• Receive baskets and view their contents

• Watch images, videos, and listen to voice messages directly in the chat

• Open previews of some files

• Work within the framework of the 24-hour Dialogue (WABA)

• Uncheck "unanswered message" with the "No response required" button

⚠️ Errors and limitations

• Errors in sending messages are highlighted in red, and when you hover over "!", the reason is shown.

• The name of the CRM employee who sent the message is displayed at the top of the outgoing message.

• There may be restrictions on sending messages if: - there is no active subscription, - WABA templates have not been paid - and the chat is blocked (in case of emergency).

📂 Additional menu: "Profile"

There are two ways to open a contact profile:

• Click on the contact's name at the top of the chat;

• Select the "Profile" item in the additional actions menu (three-dot icon).

Select the "Profile" item in the additional actions menu (three-dot icon).

• The profile that opens currently displays (if available):

• Contact's profile picture

• Contact's name

• Phone number

• TG username and Tg user ID

• Email

  

👥 Working with employees

In order for an employee to use the widget, when the chat window is opened for the first time, his profile in RadistWeb is automatically created — with the name and mail from CRM and the role of "Manager".

📌 Access to chats

If the widget is opened from the transaction card:

• The chat window will display all the contacts related to this transaction.

• If one contact in CRM has multiple entries in RadistWeb, all of them will be shown in the list.

• If an employee does not have access to a transaction in CRM, they will not be able to open a chat window for it.

If the widget is opened from a contact's card:

• One or more chats associated with this contact will be displayed in the window.

• The chat will open, through which the last communication was conducted.

• If you do not have access to the contact in the CRM, the chat window cannot be opened.

🔐 Who sees what

When opening the widget through the left side menu:

• Admin: - Sees all chats and contacts, including group chats.

• An ordinary employee (not an admin): - Sees only those contacts and chats to which he has access by rights in CRM. - If the employee does not have access to the contact, the chat with him is also unavailable.

🌍 Widget interface language

When opened for the first time, the widget saves the interface language and uses it on subsequent launches.

• If the language Kommo.com — ru, en or es, the widget will have the same language.

• If a different language is set, English (en) is used by default.

🔧 Additional information

• To update the data on those responsible for the transaction, you need to reopen the widget from the transaction card (via the right menu).

• Currently, messages from the chat window are displayed as sent by the Radist bot. This behavior will be changed in future updates.

• After the release, it is planned to accelerate the widget.

• The functionality becomes available immediately after installation, but it is better to wait 1-2 minutes before using the widget.