Olark Chats Integration

Vtiger Editions: One Professional | One Enterprise | One AI

Introduction

Olark is a customer support tool that enables businesses to chat with the right customers in the right place at the right time. It helps you identify and engage your most qualified leads with features like automated messaging, custom pre-chat surveys, detailed visitor insights, and in-depth reporting. With Olark, you can grow your business with every conversation you have with your customers or visitors. 

Olark integration with Vtiger helps you store Olark transcripts in Vtiger. As you communicate with your customers via Olark, your transcripts are automatically sent to Vtiger CRM and attached to the contact record.

The benefits of the Olark integration with Vtiger are:

• Chat with your customers and save the interaction transcript for later reviews. 
• Create records in Vtiger while you are on chat.
• See chat transcripts in related contacts and cases for future reference.
• Study live chat insights and improve customer experience.

To know more about Olark + Vtiger CRM, click here.  

Configuring Olark in the CRM

To see all your chats with customers on Vtiger, you must first configure Olark Chats in Vtiger.  You should have an Olark account to configure it in Vtiger.

1. Log in to the CRM.
2. Click the User Menu icon on the top right corner of the screen.
3. Click Settings.
4. Look for the Support block.
5. Click Olark.
6. Copy the Olark CallBack URL present in Olark Settings.
7. Click ‘here’ in the Configuration Instructions. It will take you to the Olark login page.
8. Enter your credentials and log in to your Olark account.
9. Click Settings.
10. Go to the Integrations tab.
11. Paste the copied CallBack URL from Vtiger to the Webhook URL in Olark.

After successful configuration, you will find all the chat transcripts in Vtiger. 

Accessing Olark Chats

Olark integration is available by default in Vtiger CRM as Olark Chats. Follow these steps to view Olark Chats:

1. Log in to the CRM.
2. Click the main Menu.
3. Go to Essentials.
4. Select Olark Chats.

The list of all stored transcripts is displayed in List View.

Working with Olark Chats

Once you complete an Olark chat with a website visitor, a new contact record is created in the CRM, and the entire Olark conversation is attached to it in the form of transcripts.

• If the visitor’s record already exists in the CRM, then the Olark chat is directly attached to the record with date and time details.
• If there are any case records related to the contact, the Olark transcript is attached to the case.