Integrating GeniusChat with amoCRM

1. Integration purpose

The integration sends conversations from connected GeniusChat channels to amoCRM and lets managers reply to customers directly from amoCRM.

amoCRM is not a separate GeniusChat channel. The integration connects channels that already exist in GeniusChat to amoCRM.

2. Before you connect

1. An active GeniusChat account and subscription.
2. At least one connected channel.
3. An active AI agent assigned to the channel if automatic replies are required.
4. Sufficient permissions in amoCRM.
5. Chats and, where needed, ImBox enabled in amoCRM.

3. Connect amoCRM

1. Open Integrations in GeniusChat.
2. Click Connect and select amoCRM.
3. Sign in to amoCRM and grant access.
4. Return to GeniusChat and open the integration settings.
5. Select the channels whose conversations should be sent to amoCRM.
6. Configure how new deals are distributed among users.
7. Save your changes.

4. GeniusChat widget in amoCRM

The widget extends the amoCRM deal card. It shows the customer's available channels, lets managers reply or initiate a conversation where the channel permits it, displays the AI mode, lets users enable or disable the AI agent, and opens the corresponding GeniusChat conversation.

If the GeniusChat workspace is not connected to the current amoCRM account, the widget displays GeniusChat is not connected. Working actions are restricted when the subscription expires.

5. Select channels

The integration settings determine which GeniusChat channels are available in amoCRM. Matching uses technical contact, chat, conversation, and deal identifiers rather than customer names.

Telegram

• A bot cannot message an unknown customer first.
• The channel becomes available after the customer contacts the bot.
• No phone number is required.

WebChat

• It cannot initiate a conversation with an unknown visitor.
• The channel is available after the visitor's first website chat message.
• A phone number is optional.

WhatsApp

• A supported WhatsApp channel can initiate a conversation.
• The amoCRM contact must have a phone number.
• If several numbers exist, the recipient can be selected in the widget.

6. Chats, conversations, and deals

A chat stores the technical message history for a source. A conversation is the working customer request in amoCRM and has its own status. A deal is a CRM record with a pipeline stage.

Closing a deal does not automatically close its conversation. While the conversation remains open, the customer's next message continues it. To treat the next request as a new conversation, close the current one manually, use Does not require a reply, or configure amoCRM automation.

Deal creation rules

amoCRM controls conversation and deal creation. Under Settings → Chats and messengers, choose whether to:

• always create a conversation in a new deal;
• create a new deal when there is no active deal or customer;
• create a new deal only when there are no active or closed deals.

An open conversation is continued. When it is closed, amoCRM creates a new conversation and applies the selected rule.

7. Deal owner routing

GeniusChat assigns an owner after amoCRM creates a new conversation and links it to a new deal. An existing deal is not reassigned when an open conversation continues.

Available modes

• Keep the amoCRM owner: GeniusChat leaves the assignment unchanged.
• Round robin: each new deal goes to the next selected user.
• Assign to one user: all new deals go to the first selected user.

For an unsorted lead, assignment is postponed until the lead is accepted. This prevents GeniusChat from moving it to the first pipeline stage without a user action.

8. Incoming messages, AI, and manual mode

Incoming message

1. GeniusChat saves the message in its internal conversation.
2. It finds the amoCRM integration for the channel.
3. The message is sent to the linked amoCRM chat.
4. amoCRM continues the conversation or creates a new one according to its rules.
5. If a new conversation and deal appear, GeniusChat routes the owner.
6. If AI is enabled, the message is passed to the agent.

AI agent reply

The reply is delivered through the original channel, stored in GeniusChat and amoCRM, shown with a robot icon, and does not switch the conversation to manual mode.

amoCRM may still show that a reply is required after an external AI bot responds. Do not impersonate a manager or close the conversation after every AI reply. Use amoCRM's standard automatic conversation closing instead.

Manual reply

A manager's reply from amoCRM or GeniusChat is delivered to the customer, synchronized between both systems, and switches the conversation to manual mode. The AI remains paused until a manager enables it again.

9. Initiating conversations and delivery errors

Initiating a conversation depends on the channel. WhatsApp supports first messages when a phone number is available. Telegram Bot and WebChat become available only after the customer has contacted you.

If the source channel cannot deliver an outgoing message, GeniusChat stores and displays the error. For messages initiated in amoCRM, the delivery status is updated after the channel reports the actual result.