Chatbot CRM integration: creates leads, sends files and follows up

The bot answered politely, the client left a phone number — and the request stayed in the chat: it's just a bot, with no chatbot CRM integration. A manager moves contacts into the CRM by hand, and some leads get lost. The client got the price list and went silent, and no one will ever remind them.

Triggers and target actions teach the bot not only to talk but to act. It sends the price list itself, creates a lead (a client card in the CRM) at the right funnel step and reminds the client about the appointment. The lead appears in the CRM of the same platform within a second — with the phone number, the client's answers and the conversation, with no integrations or third-party services. A manager steps in only for hot clients, and the bot messages the ones who went silent on its own.

Watch the two-minute video, and below you will find step-by-step setup.

Why businesses need it

• Online school: on request, the bot sends a PDF of the course program, and when the client agrees to a trial lesson, it creates a lead with the lesson date. An hour before the lesson, it reminds the client itself — fewer no-shows.
• Clinic, salon, car service: the Yclients integration shows free slots and books the client itself. The administrator doesn't re-enter bookings by hand.
• Real estate: the bot writes the budget, district and timeline into the card fields and immediately assigns the lead to the right agent. The agent calls already knowing what the client needs.
• Product business: the bot writes the ad tag from the link to the bot into the lead — such a link is created when you connect a channel (Telegram bot for business). You see which ad brought the order and can reallocate the budget.
• Support: the bot moves an unhappy client to the “Manager needed” step and goes quiet. A person answers in the same chat, without the bot.
• Mixed flow of leads: the bot asks 2–3 questions — task, budget, urgency — and writes the answers into “Category” fields via “Custom CRM fields”. If the client answers everything, a target action with “Change lead owner” turned on passes the lead straight to a salesperson. If the client goes quiet, “Client is silent → target action” hands the lead to an operator for review, so your best salespeople don’t waste time on poor-fit leads.

How chatbot CRM integration works

Chatbot CRM integration is set up on the tabs of the bot editor:

• “Triggers” — reactions during the dialog: send a file, pull live data from your system, remind about an appointment, follow up with a silent client, stop the bot.
• “Target action” — the result for the business: “Create / update lead” in the CRM or “Record webhook”, which sends data to your system via a link. New lead notifications by email and in Telegram are set up here too.
• “Integrations” — wizards that build the triggers and actions you need for Yclients, amoCRM, Google Calendar, Yandex Forms, Bitrix24 and the account's own CRM.

Firing is set up by keyword or by AI. A keyword is checked without a request to the AI: the reply isn't delayed and no balance is spent. An AI check is a separate paid request for every message.

How to create leads in the CRM from a chatbot

1. 1
   Project

   On the “Settings” tab, check that the bot has a project selected.
2. 2
   New action

   On the “Target action” tab, click “Add target action” → “AI target action”.
3. 3
   Event

   Describe it in plain words, for example “the client left a phone number and agreed to a consultation”, and click “Improve and create”.
4. 4
   Action

   In the “Action” field, choose “Create / update lead” and wait for the “✓ authorized” status.
5. 5
   Step and data

   Choose the “Funnel stage” and turn on “Phone search”. If you like, also turn on “Custom CRM fields”, “Pass the source” and “Change lead owner”.
6. 6
   Test

   Click “Save changes” and message the bot in “Training AI”. The lead is created in the CRM for real.

The bot doesn't create duplicates: in one chat it works with one lead, and for a client found by phone or email it updates their latest lead. To get the conversation into the CRM from the very first message, turn on “Create lead on the first message” — for Telegram and MAX.

How the bot sends a price list and appointment reminders

• Price list: “Add trigger” → “Keyword trigger”, keys “price list”, “prices”, “cost”, “Action” — “File”. You can upload up to 20 files to a trigger, each up to 50 MB.
• Reminder: in the target action, turn on “Record stage date”, then add a “Stage date trigger” and choose “Before ...”, for example 2 hours before.
• Live data: the “Dyn. webhook” action pulls free slots, stock availability or order status from your system. You can connect your system yourself with a developer or order a turnkey setup — the button is at the end of the article.

A trigger can also be called by an instruction rule — more on this in the AI chatbot prompt article. Copy the trigger's ID and write: “When the client asks for prices, add ID to the reply.” The client won't see this code.

How to follow up with a client who went silent

The “Outgoing idle trigger” messages the client on its own if they've been silent for a set time. Turn on “Different settings for each N-th outgoing”, and the bot writes after an hour, after a day and after three days, differently each time. “Stop by target action” keeps it from messaging those who have already booked.

Common settings for all outgoing messages:

• “Stop at the client's request” — after “stop texting me”, the bot no longer writes first;
• “Sending schedule” — for example, “Mon–Fri 9–18”, so it doesn't write at night;
• “Client is silent → target action” — after several messages with no reply, the lead moves, for example, to the “Call back” step.

A manager takes over the chat

Add a “Bot stop/start trigger”. A manager types “stop” in “Dialogs”, where you see all the chatbot conversation history, or in their own MAX app (if MAX direct is connected), and the bot goes quiet for this client. A start word, for example “start”, turns the bot back on. A client who writes “stop” will stop the bot too.

New lead notifications by email and in Telegram

So that a lead doesn't wait until a manager checks the CRM, turn on notifications. As soon as a target action fires, the lead arrives by email and in Telegram right away: the client's name, phone and email, a link to the lead in the CRM and the last six messages of the dialog. Setup takes a couple of minutes and needs no developer.

1. 1
   Notifications window

   On the “Target action” tab, click “Set up” on the “Lead notifications” card.
2. 2
   Email

   Type an address and press Enter. You can add up to 10 addresses.
3. 3
   Telegram

   Each recipient opens our bot @report_lead_chatbot and presses “Start”. Type their Telegram username and press Enter: when the username shows “Subscribed”, you're done.
4. 4
   Which actions

   Keep “All actions” or choose “Only selected” and tick the ones you need.
5. 5
   Test

   Click “Send a test”: a sample lead goes to all addresses and usernames. Then “Done” and “Save changes”.

Notifications come from every channel of the bot — the website chat, Telegram and MAX — and from any target action: by AI, by keyword and “Client is silent → target action”. They are sent only when the action is fully completed, and no more than once every 10 minutes per client, so there are no duplicates. To stop getting leads in Telegram, send /stop to the bot.

Read also: AI chatbot prompt: how to write instructions and add a knowledge base, Chatbot conversation history: how to review chats and take over, CRM pipeline stages: set up your sales funnel and client alerts, Bitrix24 integration, Yclients integration