Integrate tawk.to with LeadSquared

1. Feature Overview

This connector captures leads in real-time from your tawk.to account to LeadSquared. Once the leads are synced, you can leverage LeadSquared’s CRM features to nurture and convert your leads.

2. Prerequisites

• You must be the Administrator of your LeadSquared account.
• You must have an active tawk.to account.
• This is a paid feature. To enable it, reach out to your account manager, or write to support@leadsquared.com.

3. How it Works

To push lead data from your tawk.to account to your LeadSquared account, configure the tawk.to connector instance. Once you set it up, a webhook URL is generated. Configure this URL in your tawk.to account, and enable the sync for the connector instance in LeadSquared. This will begin the lead capture process.

4. Installation

You must first install and configure the tawk.to connector.

1. Navigate to Apps>Apps Marketplace.
2. Search for tawk.to, and click Install.
   • Alternatively, you can find the connector on the left panel, under Chat.
3. Once installed, hover your cursor over , and click Configure.

4.1 Configure the connector

Once you’ve installed the connector, on the Configure tawk.to pop-up, configure the connector access for the non-Admin users in your account. Only those users for whom access is granted can view and access the connector (under the Apps main menu).

1. Select if you want to grant Connector Access that’s Based on Role or Advanced (User Level).
   • Based on Role – From the Specify Roles dropdown, select the LeadSquared user roles that can use the connector.
   • Advanced (User Level) – From the Advanced (User Level) dropdown, select a user boolean field. Based on the value entered in the selected boolean field, the user can access the connector (e.g., for the user Sam, if the “Is Employee” boolean user field contains the value “Yes”, then this user can access the connector).
2. Once you’re done, click Save Details. To continue the configuration, refer to the below sections.

5. Admin Configuration

To continue the connector configuration, navigate to Apps>tawk.to.

5.1 Basic Settings

Enter the following details –

Once you’re done entering all the details, click Save & Next.

5.2 Entity Options

Define the sync behavior of the connector when leads and activities are captured.

5.2.1 Lead/Contact Entity

Based on the Lead Capture Search By criteria selected (email Id, phone number, etc.), LeadSquared identifies and captures leads from your tawk.to account. Lead capture is enabled by default, and it cannot be disabled.  The following options are available to configure the connector’s Sync Behaviour –

• Capture (Create and Update existing) Record – Leads that only exist in your Olark account (but not in your LeadSquared account) will get created in LeadSquared. Leads that exist in both your Olark and LeadSquared accounts will get updated.
• Create only new record – Leads that only exist in your Olark account (but not in your LeadSquared account) will get created in LeadSquared.
• Update only existing record – Leads that exist in both your Olark and LeadSquared accounts will get updated in LeadSquared.

5.2.2 Mapping

On the Mapping screen, the tawk.to system fields mapped to the corresponding LeadSquared lead fields are visible. This mapping is carried out by default. If required, you can change or update the default field mapping.

• To provide a default value for any field, click  , enter the value under Default Value, and click .
  • If the data provider doesn’t send data for any lead field, then the default value will get assigned to that specific field. But if the field already has an existing value, then the default value will be ignored.
• To disable lead data capture for any field, disable the  slider.
• You can also mark and update a unique lead field as the search key from this screen, by clicking .
• To create a custom tawk.to field, click the Add Custom button.
  1. Once this field is created, you must map it to the relevant LeadSquared lead field.
  2. After the field is mapped, to save the custom field, click .
  3. To delete a custom field, click .

Once you’re done mapping, click Save & Next.

5.3 Webhook URL

After you provide basic details and finish field mapping, a custom webhook URL is generated. To automate lead capture, copy this URL and configure it in your tawk.to account (reach out to your account manager from tawk.to). For more information, refer to Creating and managing Webhooks and tawk.to Webhooks.

After you’ve configured the URL, click More Actions, and enable the sync job. This ensures the data will be pushed to LeadSquared using the webhook configured in tawk.to.

To know more, refer to the setup instructions –

6. View Logs

Here, you can view logs of all the sync jobs that have taken place. View new leads, updated leads, lead capture errors, and total lead capture events. You can also view the lead sync response and lead capture job status.

1. Navigate to Apps>tawk.to.
2. From the More Actions dropdown, click View Logs.
3. You can filter the logs by selecting a date range, and by selecting a Job Status (“All”, “Success” and “Failure”).
   • The maximum date range you can select is the last 60 days.
4. You can view the sync status of the leads captured across the following tiles –
   • New Leads – List of all the new leads that have been pushed to LeadSquared during the selected date range.
   • Updated Leads – A list of all the –
     • Duplicate leads that were created with the same Search by Criteria value (e.g., with the same Email Id, Mobile Number, etc.).
     • Leads that previously contained errors, which were fixed and synced successfully.
   • Errors – The list of leads that have not been captured due to mapping errors (e.g., when a boolean field is mapped to an integer field, etc.).
   • Total Events – A list of all the lead capture events that have taken place.
5. To view the Sync Response details, under Sync API Response, click the response.
   • Here, you can view the response status, the API URL, the request and the response.
   • The responses that are successful will contain the details of the leads that have been pushed by tawk.to.
   • You can also view the lead capture response under Created, Updated and Errors, by clicking .

7. Other Actions

You can edit or delete the tawk.to connector instance that you created. To do this –

1. Navigate to Apps>App Marketplace.
2. Search for tawk.to.
3. Alongside the tawk.to connector, hover your cursor over .
4. From the list of options, you can perform the following actions –
   • Edit Configuration
   • Disable Configuration
   • Remove Configuration

8. View Reports

You can view the total number of leads that have been pushed by tawk.to, by referring to the Lead Source report. To know more, please refer to How to track the source of your Leads using Lead Source Report?

Any Questions?

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