Omnichannel Customer Communication: No Lost Leads
Omnichannel customer communication means client messages from every channel reach one system and are handled under the same rules. If leads slip away because of slow replies, or conversations live in employees’ personal accounts, omnichannel communication in Planfix brings every channel into one window. This 2:18 video shows how messages become tasks and why the history stays with the company.
What you’ll learn in this 2-minute video
- Which channels you can connect, from messengers to website forms (0:06).
- How to discuss a client’s question internally, hidden from the client (0:52).
- How a colleague takes over a client conversation (1:06).
- How to track revenue, expenses and working time per client (1:16).
- How to distribute incoming requests across the team (1:30).
- Why channel accounts and client history stay with the company (1:42).
How to handle omnichannel customer communication in Planfix, step by step
Step 1. Connect WhatsApp, Telegram, Viber and other channels
Every channel, including email, VoIP telephony and website forms, needs its own integration. Under Account management → Integrations → Messengers, set up the WhatsApp CRM integration and its Telegram and Viber counterparts. For your own Telegram bot (paid plans only), get its key in @BotFather with /newbot, then open Telegram, click Add bot, enter the name and key, and choose the task and contact templates.
Step 2. Receive the request in the Chronicle
When a client writes through any channel, the request appears in the Planfix Chronicle with their name and the channel icon. The Chronicle works as your omnichannel inbox, so nobody checks dozens of apps.
Step 3. Get the client card and task created automatically
On first contact, Planfix creates a task with the message text and a contact card with the client’s name and channel username or ID. Assigned employees join automatically, and later messages go to the same task. If the client writes after the task is completed, the integration option Create a new task if there are no active tasks with this contact, on by default, starts a new task with the conversation history (in Viber, a link to the previous task).
Step 4. Reply from the task
Assignees reply in task comments, and the reply reaches the client in the channel they used. The client gets only comments where they are selected in Notify.
Step 5. Discuss internally with hidden comments
Discuss a complex question with colleagues in the task or reassign it; the client sees only messages addressed to them. For a private note, use hidden comments: select who should see it, then move the privacy slider next to the employee list. Account administrators still see all comments.
Step 6. Set up automatic lead distribution
Assign requests manually or set up automation: Assignees set in sequence spreads the workload evenly, and with competitive assignment, the first user to accept becomes the assignee. The ready-made Customer Service solution offers both for incoming requests. Then add automated scripts that update statuses for you.
Step 7. Track revenue, expenses and time for each client
The task can also hold client-related revenue, expenses and working time for payroll and management decisions. It uses Income and Expenses data tags; the Income and Expense tracking configuration adds reports by project and task.
Example: protect your customer database when an employee leaves
The video’s Enhanced security section (1:42) answers a common fear: an employee who chatted with clients in messengers quits. In Planfix, conversations run through the company’s channel accounts, not employees’ personal ones, and the history stays in tasks. A company Telegram bot stays company property, so a former employee can’t divert requests to their own account. You can also control who can see and edit your contact base.
With the history in one place, a new employee takes over quickly. From the departing employee’s card, transfer all their tasks to another user. Then turn the employee into a contact to keep their work history, or set their Status to Inactive, which removes them from tasks and reports.
Who it’s for: sales, support and business owners
- Sales teams: leads from every channel arrive as tasks and can be shared evenly across managers to cut lead response time.
- Customer support: use Planfix as help desk software; the Customer Service solution, on paid plans, adds a shared queue, automatic task allocation and a first-response wait time report.
- Business owners: client history stays with the company, not in employees’ personal accounts.
FAQ
What is the difference between omnichannel and multichannel communication?
Multichannel means clients can reach you through several channels, but each is handled separately, in its own app. An omnichannel CRM such as Planfix connects them in one system with shared rules and one history.
Which channels can I connect to Planfix?
Two-way conversations in tasks work with WhatsApp, Telegram, Viber, Facebook, Instagram and Chatra. Planfix also integrates with Facebook Lead Ads, online chats such as Crisp, virtual PBX such as Zadarma, email and SMS services, and website forms. See how to connect your messengers and social media to Planfix.
How does Planfix help reduce lead response time?
With every channel in one window, distribute requests in sequence or give each to the first employee who accepts it. In the Customer Service solution, a script alerts the manager if nobody accepts a request within 30 minutes.
Bring every client channel into one window
Start with the channel that brings in most of your leads. The help article on communicating with clients explains how conversations link to tasks. Next, move internal team discussions from chats to tasks. New to Planfix? Start your free trial.
This video was featured in What’s New in Planfix: July 2026.
