See how the Radist.Online widget works in Kommo.com: install it, open chats from deals or contacts, search, send templates and files, and manage access rights.

🛠 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 Radist.Online works in Kommo.com:

🗂 Where can I open Radist.Online widget?

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 Radist.Online 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 Radist.Online widget 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 Radist.Online 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 Radist.Online 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 Radist.Online 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 unanswered active chat with them will open.
  

• The order of the contact’s chats. Chats inside a contact are sorted by two rules: unanswered ones always come first, and inside each group chats are ordered by the latest activity, from the most recent to the oldest. This way a fresh unanswered message in another channel is not missed. The order is the same as in the personal cabinet.

  

🔍 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.
• The button is active only when the chat has the “Unanswered chat” status — that is, when there is really something to remove. As soon as you reply to the client, the status is cleared automatically and the button becomes inactive; the same happens after you click the button itself. When a new incoming message arrives, the status appears again and the button becomes active again. It works exactly as in the personal cabinet.

🌗 Dark theme

• At the top of the chat list, to the right of the search field, there is a theme switch. Click it — the widget repaints itself: chat list, conversation, input field, pop-up windows, templates and settings become dark. Click again to return to the light theme.

* **The theme of the widget does not depend on the theme of the CRM.** Even if dark mode is enabled in Kommo.com, the chat window stays light until you switch the theme in the widget itself. * The selected theme is **remembered in the browser**: next time the widget opens with the same theme. The setting is stored in the browser, not in the account — on another device or in another browser the theme will be light again. * The theme changes the interface only. Avatars, images and files inside the conversation are shown as they are — they do not become dark.

💬 What is available inside the chat

You can:

• Send and receive messages
  

  

• Send templates (from RadistWeb) — see “Working with templates” below

• Use emojis, send files (including by dragging them into the chat or pasting from the clipboard with Ctrl+V) and voice messages
  

  

• Reply to a specific message: hover over it, click the three dots and choose “Reply”. The quote block above the input field is clearly visible: a blue reply icon and the “Reply” label, a background that differs from the input field, and the text of the quoted message below the label. The cross on the right cancels the reply. It works both with incoming and outgoing 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

Working with templates

Click the “Templates” button — a list of the templates available in this chat opens.

If you pick one of “My templates”, its text is inserted straight into the message input field, and the document attached to the template goes there too, as an ordinary attachment. Then you edit the text, replace or remove the file with the usual tools of the input field and send it. There is no longer a separate window with a preview and its own send button: the scenario is the same as in the “Chats” section of the personal cabinet, so there is nothing to relearn when you switch between the interfaces.

Quick access to templates with “/”

You do not have to click the “Templates” button and look for the one you need in the general list. Type ”/" as the first character in the message field, and the template window opens by itself.

Everything you type after “/” goes into the search inside the window and filters the list on the left as you type. Then click the template you need and work with it as usual.

• If you type just “/” with no text, the window opens with all templates available for this chat — “My templates”, “Interactive messages” and WABA templates. Which templates are available in a particular chat depends on the channel, as before.
• If what you typed after “/” is not found in any template, the left side shows an empty state: “No matching templates”. Delete the text inside the window and try again.
• Closed the window without choosing a template (the cross, a click outside the window, Esc)? The “/” and the text you typed stay in the message field — you can delete them or write a regular message instead. If a template is chosen and sent, the field is cleared completely.
• A “/” that is not the first character — for example, after a space, or inside a link, a date or a fraction — is an ordinary character and does not open the window.
• Access rights do not change.

🆕 Creating a chat in the RadistWeb widget in Kommo.com

Now you can create new chats directly from the widget in Radist.Online.

🔹 Where is the chat creation button

• The general “+” button is next to the chat search field.

• Additional “Create chat” buttons are located under the chat lists of a specific contact.
  (see screenshot)
  

  

⚙️ How to create a chat

1. Click the “+” or “Create Chat" button.
2. In the field “Connect” select the desired channel (from the list of connections in your Personal RadistWeb Account).
3. In the “Phone number” field, enter the number of the contact you want to start a chat with.
   • If the Telegram connection is selected, you can switch to entering the Telegram ID instead of the phone number.
4. Click “Create a chat".

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⚠️ Possible notifications and errors

Situation	Message
The chat already exists and is available to the employee.	“Such a chat already exists. Click on the button below to access it.” → the “Go to” button
The chat already exists, but there is no access.	“Access to the chat is limited. Contact your CRM administrator.”
The connection is not in the subscription	“The connection is not included in the active subscription.”
Subscription not paid for	“The subscription is not paid for.”
Authorization error	“Authorization error. Try again later.”
Incorrect number length	“Enter the correct phone number.”
Not registered in WhatsApp	“The user is not registered in WhatsApp.”
The contact was not found	“No contact found.”

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🔗 Linking a chat to a contact

• Linking is performed by phone number, and in Telegram — by username or, if there is no username, by user ID (similar to the Personal Account of RadistWeb).
• If a chat is created within an existing contact, the contact details will be updated automatically.

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⛔️ The ability to add a chat to a Blacklist:

In the chat interface Kommo.com An additional action is displayed for administrators — “Lock / Unlock”. This action is available in the chat options list.

• When you click on “Block”, the contact is added to the Blacklist in the personal account of RW .

  

• When you click on “Unlock”, it is removed from the Blacklist.
  

  

After being blocked:

• The message input field in the chat becomes unavailable.
• Sending and receiving messages is blocked.

For users without administrative rights in Kommo.com The chat lock/unlock option is not displayed.

⚠️ 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 Radist.Online 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”.

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📌 Access to chats

If the widget is opened from the transaction card:

• The Radist.Online 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 Radist.Online widget 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, Radist.Online widget cannot be opened.

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🔐 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

The language of Radist.Online widget interface automatically depends on the language set in your Kommo.com

Working rules:

• Russians Russian is selected in Kommo.com, → the chat will be displayed in Russian.
• If Spanish is selected in Kommo.com → the chat will be displayed in Spanish.
• If English or any other language is selected in Kommo.com, → the chat will be displayed in English.

Important:

After changing the language in Kommo.com, the chat in the widget will be updated within 10 minutes.

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🔧 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 Radist.Online widget are displayed as sent by the Radist bot. This behavior will be changed in future updates.
• The functionality becomes available immediately after installation, but it is better to wait 1-2 minutes before using the widget.