Solution · Integrations
CRM integration with your website, messengers and telephony
A CRM is only as useful as the data that reaches it. If enquiries from the website arrive by email, WhatsApp messages stay on a manager's phone and calls are not logged, the CRM shows a fraction of the real picture. We connect the CRM to every channel where customers reach you, so each enquiry becomes a record with its source, and nothing depends on a manager remembering to copy it.
[ 01 ]
In short
In short
- 01
Every channel — website forms, messengers, calls, email, marketplaces — should create or update a record in the CRM automatically.
- 02
The source of each lead (campaign, page, channel) is saved with it; this is what makes marketing measurable.
- 03
Duplicates are handled by rules: the same phone number or email updates an existing contact instead of creating a new one.
- 04
Deal stages in the CRM can trigger actions elsewhere: a message to the customer, a task, an invoice, a notification.
- 05
The CRM itself is chosen for your sales process; the integration adapts to the CRM, not the other way round.
[ 02 ]
Scope
What we connect
- Website forms and calculators, including hidden fields with UTM tags and the page the enquiry came from.
- WhatsApp and Telegram: conversations appear in the CRM linked to the contact, and managers reply from one place. See WhatsApp chatbots.
- Instagram Direct through Meta's official messaging tools, where the CRM supports it.
- Telephony: incoming and outgoing calls logged with recordings, missed calls turned into tasks.
- Email: messages linked to contacts and deals.
- Online payments: paid orders update deal status automatically.
- Accounting and 1C: invoices, payments and customer records exchanged in both directions where needed. See 1C integration.
- Analytics: deal outcomes sent back to analytics and ad platforms, so campaigns are judged by sales, not form fills. See end-to-end analytics.
Common CRMs
In Azerbaijan, amoCRM and Bitrix24 are widely used by small and medium businesses, alongside international systems such as HubSpot, Zoho and Salesforce, and custom-built CRMs. Each has an API and a marketplace of ready connectors. We use ready connectors where they are reliable and build custom integrations where they are not. A comparison of the two most common options is in amoCRM vs Bitrix24, and a broader guide in choosing a CRM in Azerbaijan.
How the work goes
- Map the flow of a lead. From the first contact to payment: which channels, who handles each stage, where information is lost today.
- Clean up the CRM structure. Pipelines, stages, required fields, lead sources. Automating a messy pipeline only produces mess faster.
- Connect the channels one by one, testing each with real enquiries.
- Rules and automation: lead distribution between managers, duplicate handling, reminders for leads without a response. See lead routing automation.
- Reports: leads by source, conversion by stage, response time, lost reasons.
- Training: managers learn the new flow, and we adjust based on their feedback.
What usually goes wrong
- Forms send emails "and also" create a CRM lead — until the connector silently breaks and nobody notices. We add monitoring for every integration.
- UTM tags are lost between the landing page and the form, so every lead's source is "direct".
- Each channel creates its own contact, and one customer ends up as four records.
- Automation sends messages to customers at the wrong stage because the pipeline was never agreed.
What we need from you
- Access to the CRM with administrator rights.
- The list of channels where customers contact you.
- How your sales process works, including who handles which leads.
- Access to telephony, messenger business accounts and the website.
[ 03 ]
FAQ
Frequently asked questions
We do not have a CRM yet. Where do we start?
With the sales process, not the software. Once stages and responsibilities are clear, choosing a CRM is straightforward. We can help compare options and set up the one you choose.
Can WhatsApp conversations be stored in the CRM?
Yes, through the WhatsApp Business Platform and a CRM connector or a custom integration. Conversations are then visible to the whole team, not only to the manager's phone.
Can the CRM be connected to our 1C?
Usually yes. The exchange is designed around which system is the master for customers, products, prices and invoices, so the two do not overwrite each other.