Zoho CRM ‘Omnichannel’ ChatBox by LogixOne

LogixOne Chat by Clearscope Solutions consolidates messaging channels into your Zoho CRM. Your team can communicate with CRM Leads and Contacts via SMS, WhatsApp, and Telegram, all within your Zoho CRM environment.

Facebook Messenger, Instagram Direct Message and more channels to come!

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Consolidate your communications into a single shared ChatBox

LogixOne Chat consolidates all ‘chat’ messages to and from your customers within Zoho CRM

Leveraged power of your Zoho CRM contacted lead data by centralising all customer conversations into the one ChatBox. Allow your Zoho CRM users to communicate effectively by the channels your customers choose.

Leverage Zoho CRM advanced workflow triggers that are quick and simple to create

LogixOne Chat consolidates & automates sending ‘chat’ messages to your customers

With LogixOne Chat by Clearscope Solutions, you can automate SMS for new orders, WhatsApp messages with unique meeting links for new leads, and Telegram messages for all customers with just one click. All messages are stored in the CRM for easy retrieval, and advanced reports can be generated for more efficient customer communications.

Please note! That while you can install some of the components to run LogixOne Chat for Zoho CRM from the Zoho Marketplace, complete installation does require some further steps. We strongly suggest that you use the demo request below to help us finailase your installation.

Feature List

Single Chat Console Monitor all chats from the one Zoho CRM ChatBox module.
Restricted Access Control which Zoho CRM users have access to LogixOne Chat.
Leads and Contacts Send and receive from either Zoho CRM Leads or Contacts records.
Multiple Chat Channels Connect to multiple chat channels such as SMS, WhatsApp, and Telegram. “Facebook messenger and Instagram available End of Q1 – 2023.”
Time and Message Status Get message status, time stamps and user information instantly for every message.
Assign Chats Automatically assign new chats to contact or lead owner.
Attachments Send and receive attachments. (Capability depends on channel)
New Chat Respond Respond to unknown Leads.

Create New Leads – Create new CRM Lead from unknown chats.
Emoji’s See emoji’s in ‘Inbound’ messages.
Store Messages Link directly to each stored message record from every message.
Read/Unread Quickly see which messages have or ‘haven’t been responded to.
Comment Add; Notes, Tasks, Attachments to each chat record and mention other Zoho CRM users.
Filters Filter chats based on contact name, message type and Zoho CRM user.
Quick Links Link directly to ‘Contact’ or ‘Lead’ within chat tool.
New Message Create new messages directly from within chat tool.
Single Chat View See all messages related to each ‘Contact’ or ‘Lead’.

Out-Of-Office – Simply interface for ‘Out-of-Office’ automatic responses.
Message Automation Send automated messages via any channel using advanced CRM automation.
Templates Create template messages for easy response by operators and simplify WhatsApp session creation templates.
Auto Responders Setup multiple auto-responders based on complicated workflows.
Website Plugin Simplify customer interaction with website ‘contact us’ plugin
Report Leverage the power of Zoho CRM Dashboarding and Reports to getter better insight into your communications.
Mass Message Send bulk messages based on channel.

Business Needs

Effective communication with customers is more important than ever, but it can also be challenging. Email is becoming less reliable, and customers use a variety of platforms such as SMS, WhatsApp, Facebook Messenger, Telegram, and more. Read more…

Solution

Built directly into your existing Zoho CRM environment, LogixOne Chat enables all your chosen Zoho CRM users to send and receive messages using your company owned, chat channels. Read more…

Benefits

Instantly respond to new customer inquiries via the customer’s desired chat channel.
Respond to inbound customer messages quickly using the instant chat feature built directly into Zoho CRM.
Ensure all internal users are sending messages via company chat accounts.
Store all messages by any chat channel for reporting and historical reference.
Connect to multiple chat channels from the one Zoho CRM environment.
Create complex automated workflows to reduce the amount of employee interaction.
Allow customers to choose which chat channel they wish to be communicated with on.
Leverage the ‘Status’ updates within each message (based on chat channel) to make better decisions about individual customer behaviour.
Run Zoho CRM native reports to gain unique insight into your client communications.

Read how LogixOne Chat is needed for your business

ChatBox – Your Integrated Zoho CRM Chat Console

LogixOne ChatBox, tightly integrated with Zoho CRM, simplifies communication by providing a single window for all chats, including SMS, Telegram, and WhatsApp. Agents can quickly respond to customer inquiries and post-sales support questions, while messages are attached to known Zoho CRM contacts and leads. With advanced filters, agents can easily search for chats from different contacts and even create leads directly from the chatbox.

LogixOne ChatBox is also equipped with a template feature to ensure that WhatsApp template messages are sent correctly. Overall, LogixOne ChatBox makes responding to chats from multiple channels more efficient, improving the customer experience and staff productivity.

RecordChat – Chat Individually to Leads and Contacts.

Your Zoho CRM now not only stores contact and lead emails, orders, invoices, meetings, jobs, etc it now stores all WhatsApp, SMS and Telegram chats too. This means that you can quickly open a Zoho CRM ‘Lead’ or ‘Contact’ and carry on chatting with that contact. Now you can see all of your previous messages and respond to them storing all of the message data within your CRM.

Being able to chat within the Lead or Contact record means Agents have quick access to other customer details such as previous quotes or invoices. In addition basically all of the features that exist within the ChatBox console exist within RecordChat, such as; Templates, filters, etc.

LogixOne Chat for Zoho CRM Pricing

Pricing Notes

There are 2 basic costing components of using LogixOne Chat for Zoho CRM. A good way to think about it is LogixOne Chat is like your mobile phone and then you have call and usage charges on top of that.

1. Zoho CRM Plugin Fee (price detailed above)

LogixOne Chat requires the installation of a Zoho Marketplace plug-in. This plug-in provides the necessary Zoho CRM functionality to send and receive messages and is priced on a per Zoho CRM Organisation.

Any Zoho CRM user is able with correct permissions to access and utilise both the LogixOne ChatBox and Contact and Lead RecordChat widgets.

2. Message Costs

All messages received into LogixOne Chat within your Zoho CRM environment are free as well as the first 1000 sent messages per month. HOWEVER some chat channels such as SMS and WhatsApp do have ‘additional’ message costs. Other channels such as Telegram do NOT charge for messages.

Telegram

Telegram does not charge for sending or receiving messages.

SMS

SMS via Twilio – To send and recieve SMS messages requires a Twilio account and Twilio SMS capable number. You can obtain a Twilio account from here twilio.com and setup your own SMS number. Any SMS charges will be billed to you directly. You can review Twilio SMS pricing here https://www.twilio.com/sms/pricing/

WhatsApp

WhatsApp for Business messages are not free. To send and receive business WhatsApp messages requires a WhatsApp Business Number and connection to the WhatsApp Business API. Doing so enables you to utilse WhatsApp for business messaging such as sending automated messages and bulk messaging. LogixOne Chat utlises Twilio.com to send and receive your WhatsApp messages.

WhatsApp via Twilio – You can also utilises Twilio for sending and receiving WhatsApp messages. You can create a a Twilio WhatsApp Sender within your Twilio account and LogixOne Chat can send and receive WhatsApp Messages via it. You can access Twilio WhatsApp pricing from here https://www.twilio.com/whatsapp/pricing

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FAQ’s

Do I need a LogixOne Chat licence for every Zoho CRM user?

NO. You only need (1) LogixOne Chat licence per Zoho Organisation (CRM)

Can I limit which Zoho CRM users can access LogixOne Chat?

YES. You can do this by using the inherent security features within Zoho CRM.

Is there any limit on how many messages I can send and receive?

NO. LogixOne Chat will has no limits on the amount of messages you can either send or receive. However! you should note that certain Zoho CRM editions will limit the number of records within a CRM. In addition Zoho CRM limits the amount of API calls based on the number of licenced Zoho CRM users. Please note however that even in the unlikely event that you reach your API limit you can purchase more from Zoho.

How do I install LogixOne Chat and how long does it normally take?

To install LogixOne Chat requires a number of components. Iseka Services is here to help, we will work with you and guide you through the installation process. It typically takes 2 to 3 days to install and configure.

How about creating my chat channels, such as SMS, Telegram and WhatsApp?

– SMS requires the use of a communications provider called Twilio. Twilio provides the ability to purchase ‘hosted’ SMS numbers. Twilio SMS numbers can be purchased across multiple countries. Once you have purchased an SMS number we can connect LogixOne Chat to it, which then enables you to send and receive SMS messages from within Zoho CRM.

– WhatsApp is a FaceBook owned company. While personal WhatsApp messages are free. To send WhatsApp messages from LogixOne requires a ‘Business WhatsApp’ account. WhatsApp puts certain limits on what messages a WhatsApp Business accounts can send. Please read a detailed explanation here. However there are two ways you can connect a WhatsApp business account to LogixOne Chat:

Via Twilio – you can configure ANY Twilio number as a WhatsApp sender (Please note some conditions do apply)
Directly to WhatsApp – We can facilitate a direct WhatsApp connection for you. Click here for more details

– Telegram messages are free of charge and you can connect any new or existing Telegram account to LogixOne Chat.

What about other Chat channels like FaceBook, Instagram, WeChat and the like?

We currently do not support channels other than SMS (Via Twilio), WhatsApp (Via Twilio or Directly) or Telegram directly. However we planning on releasing additional chat channels such as Facebook Messenger and Instagram direct which we are ready for imminent release, followed by WeChat.

What level Zoho CRM Functionality do we require?

LogixOne Chat requires the ability to install custom modules, web tabs and workflows. In addition LogixOne Chat will utilise some of your allowed Zoho CRM API calls. We recommend the ‘Enterprise’ edition of Zoho CRM.

We have our own Twilio account can we use that to send and receive SMS and WhatsApp messages?

Yes – You can use your own Twilio account in that way all SMS and WhatsApp charges are payable by you.

Can I use Twilio for SMS messages and LogixOne WahChat for WhatsApp messages?

Yes