Website chat in RetailCRM

What the manager sees

1. 1 The visitor writes in the chat window on the site An ordinary question in the chat — no form to fill in, no phone number to leave.
2. 2 The message appears in the RetailCRM chats As a separate dialog with the customer card: the name if the visitor introduced themselves, and their whole exchange.
3. 3 The manager answers from the CRM From the same window where they handle orders. No separate operator tab is needed.
4. 4 The reply comes back into the chat window Within a second, with no page reload. The visitor sees it where they asked.

What is carried into the CRM

• Text and files — The visitor's messages, documents and images arrive in the CRM dialog as attachments.
• A reply with a file — The manager answers with a file from the CRM — the visitor gets it in the chat window on the site.
• Quoting — A reply to a specific message stays attached to it in both directions.
• Edits and deletions — An edited or deleted message changes on the other side too.
• Delivery marks — The manager sees that the message was delivered and read.
• Customer history — The exchange is attached to the card: the next conversation continues there instead of starting from nothing.

The CRM chat does not replace the other places

RetailCRM is a second workplace for the operator, not a separate channel. The message still comes from the widget on the site, and it can be answered from Telegram or from the CRM: both sides see the reply, and the visitor receives it once.

So connecting the CRM breaks nothing that already works: the team used to Telegram stays in Telegram, and the orders manager answers from RetailCRM.

What the setup takes

1. 1 Enable the Message Gateway integration in RetailCRM It is a built-in CRM feature and needs no separate purchase.
2. 2 Create an API key in the CRM With the right to manage integration modules. Nothing else is needed from you — the key is used once, during the setup.
3. 3 Enter the CRM address and the key in the WidgetChat dashboard The site card, the Integrations section. The module and the channel are created after that on their own.

The API key is stored closed and never shown in dashboard responses. The further exchange uses a separate token the CRM issues to us when the module is registered.

What this connection does not do

We declare to the channel exactly the features that work. Orders and products cannot be created from the CRM chat: a button that is announced but does nothing looks like a broken CRM rather than a missing feature.

One message carries one attachment: that is what the Message Gateway channel accepts.

Frequently asked questions