Integration of SMART Chat and SMART Easy Bot: A Unified Customer Service Workflow in CRM

Automating customer service through chatbots enables businesses to efficiently handle standard inquiries. However, one critical point remains — the need to involve a live operator for more complex scenarios. Until now, SMART Chat and SMART Easy Bot operated as separate modules. Today, they are part of a single solution.

The integration of SMART Chat and SMART Easy Bot ensures seamless communication with the customer — from the first interaction in the bot to a live conversation with an operator in CRM.

How the Integration Works

The customer begins interacting with buttons or scenario elements in SMART Easy Bot, which trigger specific actions or bot responses. If operator assistance is needed, the customer simply clicks “Talk to an Operator” — and the system automatically switches them to SMART Chat.

At this point:

• the message appears in SMART Chat
• the operator sees the customer’s name, communication channel, and can open the contact card
• the operator works in SMART Chat with full module functionality preserved

Operator Capabilities

SMART Chat operators have access to a complete set of tools:

• automated messages for greetings, session status, and working hours
• a quick-reply library
• the ability to manage multiple messenger channels (including bots integrated as separate channels)
• creating or updating CRM records for various business scenarios directly during the conversation

Customer Experience

The entire interaction involves no interruptions or system switches. When the customer reaches out to an operator, they simply continue the conversation where they started — in a familiar environment, with no extra steps. After the dialogue ends, SMART Easy Bot automatically resumes the scenario.

No technical barriers. No communication gaps.

Business Impact

The integration of SMART Chat and SMART Easy Bot allows you to:

• deliver a seamless customer service experience
• automate routine inquiries and involve an operator only when necessary
• maintain a centralized interaction history in CRM
• scale request handling without compromising quality

Want to see the integration in action?
Submit a request — we’ll provide a demo and show you how to adapt the solution to your company’s needs.

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