Integrations · Oktell · call center
Oktell call center and the CRM: leads that actually become deals
Client:
Automotive marketplace, NDA
Category: Integrations
Stack: PHP 8.3, Bitrix24 D7, Oktell (HTTP API), smart processes, business-process robots
Timeline: rolled out in stages
Problem
Nobody converted Oktell call-center leads by hand: 16 successful call-center leads for service and buyout — and not a single deal. Client complaints lived outside the CRM, and the call center could not assign a manager to a visit.
Constraints
Oktell leads must not be modified — that is a call-center rule — so the stock conversion (which writes to the lead) would not work. Oktell knows only the dealership, not the manager.
What I did
- Automatic deal creation in the "Service" and "Car buyout" pipelines from successful call-center leads — the lead itself stays untouched
- Complaint intake into a "Complaints" smart process with idempotency; in September, 98 of 106 requests were rejected because of the body format — the receiver was taught to accept form-data too
- Assigning the responsible manager for a visit by the "business line + dealership" pair; in the buyout pipeline — by the deal's dealership
- Deal status sent back to Oktell by a business-process robot, plus outgoing notifications about created deals
Architecture
Oktell
→ Lead or complaint in the CRM
→ Business line and dealership rules
→ Deal and owner
→ Status back to Oktell
Result
In September, 11 deals were created from call-center leads, and no Oktell lead has more than one deal — no duplicates. Since September 24, the complaint receiver accepts both formats the call center sends.
What can be reused
A deal from a lead without modifying the lead
Receiver with request-body idempotency
Owner assignment by a "business line + dealership" matrix