Customization options in Kommo

Kommo is a cloud-based CRM platform whose capabilities can be extended through integrations with third-party services. These integrations are installed via the public Marketplace accessible within the product.

The main advantage of integrations is that they not only enable data exchange through the Kommo API but also allow modification of the client’s account interface. For example, in a VoIP integration, you can use the Web SDK to customize the interface by displaying a call panel, recording call outcomes, and adding additional features inside the account (such as custom reports generated by the integration).

Why is integrating VoIP services important?

At Kommo, we strive to make the interaction between sales teams and customers as streamlined, efficient, and effective as possible, because we believe that high-quality communication, such as phone calls, is at the core of our system.

Our goal in integrating VoIP services is to provide managers with real-time access to comprehensive customer information, including contact details, account history, and notes from past interactions. This ensures that regardless of which representative answers the call, customers receive consistent, high-quality service without needing to repeat information.

Kommo subject area

From the developer’s view point, Kommo is a relational database. The system has basic and auxiliary entities, essentially data tables, which can be linked to each other. Accessing entities is available through the API.

The main entities you need to be familiar with to integrate VoIP service are:

• Account: It represents the company or the firm in which the business is being managed. The entity Account contains: title, ID and other fields.
• Lead: It represents a potential customer. The entity Lead consists of a predefined set of fields and additional fields created by the account administrator. Each lead can be attached to one or more contacts or not attached to any. Each lead can only have one attached company.
• Incoming Lead: These are leads that initiate contact through managers’ connected channels like VoIP integrations which is considered as a Lead source. When a lead tries to connect you through a specific channel, they will come to the Incoming leads stage where the manager can decide to accept if it is a potential customer or decline if it is a spam.
• Contact: It represents a person with contact information who is participating in leads. It consists of a predefined set of fields and additional ones created by the account administrator. Each contact may participate in one or more leads or may not be associated with any at all. Phone number is used as an identifier in conjunction with VoIP integrations. Each contact can be attached to one company. Each contact can be assigned a responsible user.
• Company: Similar to the entity Contact. It consists of a predefined set of fields and additional ones created by the account administrator. Each company may participate in one or more leads or may not be associated with any at all. Phone number is used as an identifier in conjunction with VoIP integrations. Each company can be assigned a responsible user.
• Note and Event: Notes provide the ability to store additional structured or unstructured information to an entity: contact, lead, company. Notes can be added manually by the manager or they come automatically from the system. Call results added by managers are stored as notes. Events can also be created automatically after user actions like calls.

Read more about these definitions and others in Kommo subject area.

Familiarize yourself with Kommo VoIP API

Our VoIP API provides the following features:

• Click-to-call: perform a call from the lead card.
• Call notification: display a notification window in the Kommo interface.
• Caller ID: retrieve the caller identity
• Call logging: allow bulk adding of call logs from VoIP service.
• Call result: allow manager to add additional note or attach incoming call to existing lead.
• Creating a contact card: if a call comes from an unknown contact.
• Adding calls to the incoming leads: create a new lead if the caller is unknown.
• Smart forwarding: to the responsible manager for the caller’s contact card.
• Error notification: to notify the user about the problems that occur with the integration and how they can be resolved.
• Call list: create a list from contacts, companies and leads, to automatic call.
• Built-in call feature (webRTC): to make and receive calls right in your browser.

VoIP service subject area

You need to determine the functionalities your service will provide for Kommo, such as synchronizing contacts, authorizing users, registering extensions with managers, importing/exporting calls, handling incoming/outgoing calls, and recording calls. Additionally, you should define the communication methods with Kommo to send call notifications and events.