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Speed up cross-channel request processing with SMART Chat

Unsatisfactory time of response to client requests​
Instant notification of the operator about a new case through a push notification​
Lack of a clear sequence for processing requests from clients​
Determining client’s priority in the queue depending on the waiting time​
Low request processing speed​
Possibility of parallel processing by the operator of several calls at the same time​
Maintaining communication with clients in disparate channels​
Processing of cases from different channels in the "Single Window", without switching between systems
Lack of consolidated information and history of communication with the client​
Viewing the history of interaction with the client for all operators who communicated with them​
The need to analyze saved dialogues and identify weak points in communication at each stage of the funnel
Tracking the entire customer journey from the first contact and navigating to key events

Use ready-made or create your own communication scenarios for

Processing sales orders
Increase your sales with convenient and fast order processing. Notify customers when order status changes.
Customer support (questions, complaints, warranty service)​
Process each request easily and quickly in a single window of the system. Improve the quality of service support for any questions, complaints or warranty cases.
Communication with vendors and partners
Reduce time for routine processes of communication and document exchange (invoicing, acts and related documentation). Save the history of interaction and file sharing in the contact card.
Internal requests of employees
Provide qualified support to your colleagues. Record and forward requests to the relevant departments or employees.
Functional capabilities


A solution that will allow you to communicate with customers, partners and employees using familiar messengers. Build sustainable relationships with customers by bringing all messengers in a single window
Combines chats in one window
  • Facebook
  • WhatsApp
  • Instagram
  • Telegram
  • Viber
History of communication
  • Saves every conversation with the operator directly in the customer card
  • Provides the ability to view the full history of communication for each channel by filtering by time period and the operator who conducted the conversation
  • Integrates data in Dynamics 365 or Power Apps model-driven apps to create personalized experiences
Improved interaction
  • Optimizes each subsequent interaction with the customer due to the accumulation of communication history directly in the customer card
  • Uses quick responses from a pre-built library
  • Provides the ability to flexibly configure the list of objects available for connecting to a conversation
  • Setting up file and image sharing with a customer
  • Helps the manager to conduct targeted, individualized communication for the purpose of additional sales
  • Expands the possibilities of contact through a channel of interaction convenient for the customer
  • Accumulates and stores information about the preferences and needs of customers, updates contact information

Articles and materials

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SMART Connector for Infobip: regular release of the SMART CRM platform
Successfully built communication allows companies to maintain existing and attract new customers. We continue to expand the functionality of the SMART CRM platform and connect current services and channels for effective interaction with customers throughout the entire life cycle. Today we are talking about updates in the line of SMART CRM connectors, a comprehensive platform for sales in the B2B, B2C segments and after-sales service. We are pleased to announce the next release of the ...
5 min read
Oleksii Vyhodskyi
Head of Informational Systems and Technologies, DTEK
We help to bring the light by optimizing important processes. Implementation of SMART Sales for DTEK
DTEK needs no introduction, because all of Ukraine feels the result of the titanic work of its specialists every day. Some of them are brave enough to repair energy facilities in the hottest spots, while others work hard to make this process as fast and efficient as possible. One of the results of such work is the DOPOMOHA (Eng. ‘HELP’) project. Its goal is to find and convince foreign colleagues to become donors to the ...
4 min read
Найважливіші оновлення в Microsoft Power Platform: огляд планів на квітень – вересень 2023
The most important updates to Microsoft Power Platform products: an overview of plans for April – September 2023
Microsoft Power Platform is set to receive a significant upgrade with the 2023 release wave 1 plans. This update will be launched between April and September 2023 and includes dozens of new features and enhancements. The update demonstrates Microsoft’s continued investment in digital transformation to support customers and partners. The release wave 1 builds on Microsoft’s commitment to breaking down silos between data, insights, and people and creating applications and experiences that add value to ...