retailCRM Documentation


Please note that initialization of the dialog with a customer is not possible in retailCRM at the moment.

The system provides a possibility of integration with online chat and popular messengers. Also, managers can communicate between each other within one system.

Settings of retailCRM Chat

For access to chat functionality, responsible user group should have enabled rights of access to retailCRM Chat in the settings of user groups. We recommend to add a separate user group with access to retailCRM Chat only. Users with administrator rights or enabled option “Administrator of retailCRM Chat” have access to all dialogs of the system.

The enabled option “Administrator of retailCRM Chat” gives administrative rights to the manager but only within the framework of retailCRM Chat functionality.

Please note that you should activate the option of using chats in the system interface. The option is activated in the subsection Administration > Integration > retailCRM Chat.

Time to close the dialog automatically as well as managers responsible for dialogs are specified in this section. Automatic closing works only if the dialog is assigned to the manager. Unassigned dialogs are open during one month. After this term they are closed automatically.

Note: this setting is used if no bots for automatic distribution of dialogs are enabled in the system.

In “Widgets” tab is set up the matching of channels and stores. Orders and customers from the certain channel will be attached to the specified store. If the matching of channels and stores is not set up, then saving retailCRM Chat settings is impossible. This matching influences directly order creation from the dialog.

Ordering method and type of the order created via the dialog are set up in the section “Order” widget.

Selected settings affect displaying chats in the system after logging in: it is either a chats subsection or a dialog icon in the top of the system, clicking on which one may open a chat window.

Available messengers for integration are listed here.

Working with chats

New message from the customer appears with a system notification - it is a text of the message sent. The number of unread dialogs is displayed in the top of the system.

In the chat window one can search both by dialogs and dialog messages.

For reassignment of the dialog, click on a rounded arrow icon. When clicking, a window with available managers for assignment opens. Please note that only administrator or a manager, responsible for the dialog, can reassign the chat.

To the right of the arrow there is an icon with three dots to close the dialog manually or to mark the dialog as unread. The dialog is unread only for the user who selected this option.

In the left column are displayed the customer name and the number of unread messages. If the customer has sent a message from the messenger, an appropriate icon will be displayed, as well as the channel name which is set when integrating with the messenger.

When hovering over the right of the message, three dots are displayed. If you click on them, a pop-up menu with additional options to interact with the very message will appear. Additional options for interaction may differ depending on the messenger integrated.

Filter by dialogs is displayed above the list of dialogs. A window with possible parameters for filtering appears, when clicking the icon. Filtering is possible by: a message channel (live chat or a messenger the customer used); dialog status (all dialogs, only open, only unread or only unassigned) and an interlocutor in the chat. When filtering by the interlocutor, the following variants are possible: all users who sent messages, customers registered in the system, customers of the manager applying the filters and all dialogs with colleagues.

Message feed shows who communicated with the customer in this dialog (manager or bot) and which one exactly and also dialog opening, closing and reassignment to another manager.

If the user has written a reply to the customer in the chat but has not sent it, the system saves the reply as a draft. The draft is displayed in the left panel of the message feed as the last communication with the customer.

Notes: the draft is not saved if the page is updated (F5). At the same time, closing the chat window or switching between the system sections do not influence the state of the draft.

When a message has been typed, a paper clip icon is displayed, which allows to send a file or a photo to the interlocutor. It is necessary to click the icon and select one or several files. Files can also be sent by “drag and drop” method, this means that you should drag the files directly from the explorer to the chat interface. The maximum size of the files should not exceed 20 MB. Sent and received images of the dialog are displayed in preview at once.

After the dialog is closed, the manager can initiate communication with the customer. But if the chat was reassigned to another manager or to the bot, the previous manager failes to write in the chat.

Note: the maximum number of characters for sending is 2000 characters without spaces.

Also, delivery status is displayed for the sent messages. A clock icon means that the message is in the queue for sending. A tick icon indicates that the message has been delivered but not read. An icon with two ticks means that the recipient has read the message. A red cross icon indicates that the message has not been sent because of an error. The error can be connected both with problems of the integration module and lack of rights (for example, the dialog is not assigned to you).

Please note that the delivery status for the sent messages is displayed if the integration module has a such functionality.


“Customer” widget

During the communication process with the customer, it is possible to save him/her in the base, specifying full name, VIP and BAD marks, address, phone number, products and create a new order with already entered data. VIP and BAD marks relate to the customer and not to the order.

If a new customer has written, “Save” button will be displayed next to his/her login. This button allows to add the new customer to your system. When hovering over the name, phone number and address (fields available for editing from the dialog), a pencil icon appears; this icon is for entering the information.

If the entered data is identical to the customer data of you base, a tooltip appears to bind the dialog to the already existing customer.


If the customer decides to change the data in the dialog, it can be added automatically to the page of the already existing customer. Dialog window with options appears, when selecting a part of the customer text:


If you click on the first four options, a window to change the data is displayed. If you click on “Find the product”, a window for finding the product by a keyword will be opened.

“Product” widget

The “Product” widget is available in the above-mentioned dialog window. The widget is for search by products. Product name is inserted into the search bar automatically. The value of the search bar can be edited, as well as filters of the left column can be applied.

Product can also be added by means of the plus icon. Click it and you will see the window for product selection as on the order page.

Selected items appear on the right-hand side. You can send the selected items to the customer for confirmation and add to the order in processing.

“Order” widget

Alongside with the selected items, one can create the order directly from the chat window. It is possible to select the delivery type in advance.

The order with the specified data is created after clicking the button “Create the order”. To send the order information, one should click the button “Send to the customer”.

Order number, current order status and payment details will appear after creating.

The “Order” widget defines more recent orders for displaying. The priority for displaying can be based on:

Order items will be below the order number.

Clicking the order number, you will find yourself in the created order. This option allows to update the information or change the order prior to sending it to the customer. For example, you can change the payment type or order details.

The widget displays the order which is being processed at the moment. This means that the order in the final status (Competed/Cancelled) will not be displayed here.

Order number, order sum and average order value are displayed if the customer already made purchases.

The sum for the current order is displayed in the field “For payment”. To the left of the sum is displayed the payment status - partial payment, full payment or non-payment. When clicking on the delivery cost, the delivery details are displayed. When clicking on the order sum, the payment types specified in the order are displayed. Already paid types are of green color.

Note: the data of the current dialog with the combined customer is also updated, when combining customers.

Chats on the customer page

All customer dialogs are stored on the customer page in “Chats” tab of “In work” block. Also, it is possible to find here the starting date of the dialog, its status, the total number of messages in the dialog and the channel.

Read more details in this article.

Page last modified on November 13, 2019, at 03:48 PM