Prepare Recipients
Select the website and decide who receives new enquiries. Prepare a work email, a Telegram bot and Chat ID, or an accessible HTTPS address for your receiving system. Never publish tokens or secret-bearing URLs in instructions, screenshots or shopper conversations. Agree who follows up and when: notification settings do not establish your team's response time.
| Task | Account section | Result |
|---|---|---|
| Notify staff about an event | Consultant → Notifications | Email, Telegram or webhook |
| Send a collected contact | Integrations — request delivery (/lk/integrations) |
Lead in an external system |
| Answer shoppers outside the website | Messengers (/lk/messengers) |
Connected conversation channel |
| Check messages and contact details | Chats / Requests | Conversation history and lead card |
Enable Event Notifications
Open Consultant → Notifications (/lk/consultant). Select notifications for a new dialog, a new lead, or both. Enable at least one delivery channel and select Save changes. An event checkbox without an enabled recipient is not a complete delivery configuration.
For Email, enter the recipient address; the placeholder indicates your own address is the default. For Telegram, create a bot through @BotFather, add it to the intended chat and enter Bot token and Chat ID. Confirm the bot may post there. The webhook option requires a real receiving endpoint: a CRM webpage or chat invitation is not a handler.
Test a new conversation, then separately create a new lead using a test contact. Expected result: the conversation appears in the account, the contact appears in Requests and the selected recipient receives the corresponding event. Opening the chat window alone cannot test both options: an open window, a sent message and a submitted contact are different events.
Send Leads to a CRM
Under Integrations — request delivery, use New destination. Presets depend on the interface language: English offers Custom; other variants may display Bitrix24 and amoCRM. A missing preset is not a consultant malfunction.
Bitrix24 requires an incoming-webhook URL with the crm.lead.add.json method. amoCRM requires the /api/v4/leads API URL and a long-lived Bearer token. Custom sends JSON to a POST webhook. After Add, check the active label and confirm a newly created lead at the destination. Creating a destination does not promise migration of historical records or configuration of every CRM workflow.
Requests (/lk/leads) supports searching by name, phone, email and text, with New, In progress and Closed states (new, in_progress, done). These track contact processing, not order status. Read the summary and next step, allocate responsibility within your team and update the state as work progresses.
Connect Shopper Channels Separately
Under Messengers, the service supplies the available-channel list. Descriptions of Telegram, VK, MAX or Avito do not guarantee all channels are available to your account. Select a displayed channel and follow its instructions.
Telegram needs a bot token. VK needs a community access key with messaging permission, a confirmation string and manual Callback API configuration. Copy the supplied address and set the confirmation value and, when used, vk_secret. Avito needs client_id, client_secret and messenger:read and messenger:write permissions. Channels require a secure HTTPS service address. After connecting, send a message from a real shopper account and check both the reply and Last error.
Contact handoff, a shopper bot and a live operator are not interchangeable. Real-time human replies require a separate supported operator-line integration, its permissions and staffed users. Notifications do not create that line automatically.
Diagnose Delivery in Stages
| Symptom | Likely cause | Action |
|---|---|---|
| Conversation exists, no notification | Event or channel disabled | Check both switches and recipient |
| Lead exists, CRM is empty | Disabled destination, incorrect URL or permissions | Check active state, endpoint and CRM access |
| Telegram notifies staff but does not answer shoppers | Only notifications configured | Connect a channel under Messengers |
| VK receives nothing | Callback API not configured | Check address, confirmation and secret |
| Channel saved but disabled | Provider rejected connection | Read Last error and correct access |
Use release verification for acceptance. Fix answer quality in the knowledge base, not delivery settings.