Scope the conversation
Validate the website and conversation references before reading the context required for the task.
- Receives
- Website conversation event
- Produces
- Authorized conversation context
Crisp integration.
Connect website conversations and customer profile context to an accountable response process.
Let’s connectWebsite conversations linked to a response process
Scope each connection to the relevant website and preserve conversation identity when creating a CRM handoff.
Resolve the person
Match the available profile details using the agreed identity rules and preserve uncertain matches.
- Receives
- People profile and CRM references
- Produces
- Known person or review decision
Create the handoff
Assign the next action with the conversation reference and a named response owner.
- Receives
- Qualified conversation context
- Produces
- Traceable follow up task
Step 1 of 3
Inspect the data contract.
Select a field to examine its owner, permitted changes and conflict handling. Clear ownership keeps updates consistent across systems.
| Field or object | Accountable owner | Mapping and control |
|---|---|---|
| Crisp configuration | Scopes the connection and permitted events. | |
| Crisp | Links the handoff to the originating conversation. | |
| CRM steward | Retains the evidence used for identity matching. |
Resolve the important decisions.
Anonymous context
Some conversations may not have enough information for customer matching. Keep them distinct until evidence is available.
Message access
Decide whether metadata is sufficient before requesting access to message content.
Validate before handover.
Select the scenarios to discuss with your implementation team.
0 of 3 selected
Test an example workflowPlatform documentation
A connection with a clear purpose.
REST interfaces and supported event channels, scoped to the relevant website and application identity.
We begin by identifying the business process this connection supports. Source ownership, permissions and the expected update behavior are documented before data starts moving.
The data behind the workflow.
ConversationsPeople profilesWebsite contextMessages
Object and field availability depend on the platform edition, API permissions and the agreed use case. Mapping defines which system owns each value and how changes are reconciled.
Decisions worth making early.
Scope & access
Define which conversation metadata is necessary for the downstream workflow.
Data & behavior
Confirm scopes, website identifiers and supported events before implementation.
From mapping to a maintainable connection.
Discover the workflow
Agree the trigger, source of truth, receiving system and the person accountable for exceptions.
Validate the contract
Confirm permissions, object mappings, identifiers, consent and API behavior using a representative test environment.
Test real scenarios
Exercise expected updates, duplicates, missing data, access failures and vendor rate limits.
Document and enable
Hand over field mappings, credentials ownership, monitoring guidance and recovery procedures.
The engineering detail.
Read the contracts, controls and failure behavior behind a maintainable implementation.
What could work better, together?
Tell us where your operations are today. We’ll help you see what comes next.