SmartButton

Smartbutton is an omnichannel business platform for centralized customer communication management. It combines messages from websites, messengers (Telegram, WhatsApp), social networks (VK and others), and email into a single workspace.

Unlike a regular online chat that only receives messages from a website, Smartbutton allows multiple communication channels to be connected simultaneously and combines messenger conversations in one window.

Customers can contact the company through their preferred channel, while operators process all inquiries in a single interface without switching between different applications and accounts.

The platform is useful for companies that receive inquiries through multiple channels simultaneously: online stores, service companies, educational projects, medical organizations, delivery services, sales departments, and customer support teams.

For a website, this means the Smartbutton widget captures all visitors who contact the company through a web form. For businesses, it means managers can see the entire customer communication history regardless of the source of the message.

Managers receive analytics on response speed, missed inquiries, and operator workload. This reduces the risk of losing requests and speeds up customer communication processing.

Connection does not require rebuilding the website. A ready-made WordPress plugin is available: after installation, a token from the personal account is added. For other websites, the widget is connected through a small code snippet added to the template or content management system.

Messengers and social networks are connected separately through tokens and API keys. For Telegram, a bot is created and its API token is provided; for VK communities, access keys and Callback API are configured. Other channels use their corresponding accounts and integration parameters.

No, Smartbutton does not replace a CRM but complements it. The platform specializes in processing incoming inquiries and customer communication, while CRM systems manage customer profiles, deals, and sales pipelines.

Smartbutton can work as a standalone operator workspace without external integrations, or as an integrated solution connecting messengers with a CRM. If needed, visitor data from the website can be transferred to the platform through JavaScript API: name, phone number, email, and entry page. This helps operators immediately understand the context of the request and, if necessary, open the customer profile in an external system.

All new messages arrive in a shared workspace, are distributed among operators according to predefined rules, and are recorded in the system. This prevents situations where a request remains unread in one of the messengers or where two employees respond to the same customer simultaneously.

The platform allows the use of quick reply templates, configuration of automated scenarios for common requests, and collection of contact details outside working hours. Managers can monitor response speed, the number of processed inquiries, and operator workload through built-in analytics.

Evaluate which channels customers currently use to contact your company: website, Telegram, WhatsApp, VK, and email. If a company uses multiple communication channels and several employees handle customer inquiries, the platform is likely to help solve real operational issues: lost messages, slow responses, and duplicated work.

It is recommended to register on the platform and connect one channel first (for example, a website widget) to evaluate how the system works in practice. Then messengers and social networks can be added gradually, operator distribution rules can be configured, and automated scenarios for common requests can be set up.