Before setting up chats, connect the CallGear integration with your Kommo portal. The functionality and connection process are described in the guide “Connecting Text Communications in Kommo.”

If you have chat integration enabled in the old CallGear dashboard, disable it:

Go to Administrator ⟶ Account ⟶ Integration ⟶ Settings ⟶ Chats and Inquiries, uncheck the box “Send chats to Kommo”, and click “Save”:

To configure the chat handling logic, go to the Chats and Inquiries ⟶ Integrations ⟶ Kommo — OMNI section in the new CallGear dashboard:

Open the integration settings, check the “Chats” box, and select the desired Kommo portal in the “Authorization” field.

Channel: select the communication channels from the list that you want to use in Kommo.

Transmission Method: select the appropriate logic for entity creation in Kommo:

• Create Contact and Deal: when a client contacts you for the first time, a Contact and a Deal will be created. For subsequent messages, only a Deal will be created — if the client doesn’t already have an active Deal in the pipeline.
• Use “Unsorted”: each incoming message will create an entry in the Unsorted section. A new entry will be created every time a closed chat receives a new message from the client.

That’s it — the main fields are configured. Next, we’ll go over additional features.

Task Creation

Enable this option if you want tasks to be created in Kommo when inquiries come in:

Select the task deadline and assignment logic:

• From the contact card: the system will assign the task to the employee specified in the Contact card in Kommo.
• From integration settings: the system will assign the task to the default responsible employee selected in the Employees block.

The system will not create a new task until the current one is closed. Once the task is closed, a new one will be created in the Deal upon receiving a new message — whether it’s in a new, active, or previously closed chat.

Chat Filtering

Here you can set conditions for chats to be sent to Kommo based on the website or ad campaign:

If you don’t set a filter, all chats from the selected channels in the Channel section will be sent to Kommo.

To configure filtering conditions, click “and” or “or” (either works), add the necessary conditions, and save:

Chat Tagging

Enable tagging if you want Contacts and Deals in Kommo to receive tags:

The list of tags is fixed — custom tags cannot be added.

Title Templates for Contacts, Deals, and Tasks

The names of Contacts, Deals, and Tasks in Kommo are generated automatically, but you can add custom text and additional parameters so that users can see complete information about each inquiry:

Enter your own text, add the necessary parameters, and preview the result. If you like it — leave it as is. If not, you can restore the default template:

Note: Title templates do not apply to records in the Unsorted section.

Pipelines and Stages for Deal Creation

Here you can choose in which stage of which pipeline Deals will be created when inquiries come in:

By default, the first pipeline and its first stage in Kommo are automatically selected, but you can choose other pipelines and stages from the list.

If you’ve added new pipelines or stages in Kommo and they don’t appear in the list, simply refresh the integration settings page in the CallGear dashboard.

Important:

Deal distribution across pipelines will not work if you selected “Use Unsorted” instead of “Create Contact and Deal” in the Main tab settings.

Employees

Here you can select an Kommo employee to be assigned as the responsible user for the Contacts, Deals, and Tasks created when inquiries come in:

For Tasks, this employee will only be assigned if the “From integration settings” option is selected in the Task settings.

If the desired employee is not on the list, click “Synchronize” — all Kommo users will then appear in the list.

If you’d like the employee list to be updated automatically, enable the “Scheduled synchronization” checkbox: the current list of Kommo users will be synced with CallGear daily at 00:00.

Custom Fields

In Contacts and Deals in Kommo, you can add custom fields and pass inquiry parameters from CallGear into them:

Click “Add”, select the name of the custom field in Kommo on the left, and the inquiry parameter you want to pass on the right.

If you’ve recently added new custom fields in Kommo and they don’t appear in the list, simply refresh the integration settings page in the CallGear dashboard.

Important:

When creating new custom fields in Kommo, make sure to select the “Text” field type to avoid data transmission errors.

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