Seamless Sync: Tawk.to Chats in SuiteCRM

Integrating Tawk.to with SuiteCRM enables a smooth and efficient way to capture and manage live chat interactions. Every conversation initiated through Tawk.to is automatically recorded in SuiteCRM as a contact update, note, or case, ensuring your team never misses valuable customer insights. This seamless sync keeps your CRM enriched with real-time engagement data, empowering you to deliver faster responses, personalized service, and stronger customer relationships.

Events for Syncing Chats into SuiteCRM

• Chat Started

  Automatically create a new Contact or update an existing one in SuiteCRM when a visitor begins a chat, capturing key details like name, email, and country.

• Chat Ended / Transcript Created

  After the chat ends or a transcript becomes available, save the full conversation as a Note linked to the contact, ensuring your team has context-rich interactions at their fingertips.

• New Ticket Creation

  If a support ticket is raised in Tawk.to, the integration automatically generates a Case in SuiteCRM—complete with subject, description, and link back to the originating Contact.

• Alert Notifications

  Your team gets instant Alerts for new tickets, ensuring timely response and prompt action.

Benefits at a Glance

• Automated CRM updates - no manual data entry or oversight needed.
• Rich interaction history - full transcripts and tickets fully traceable.
• Better customer intelligence - sales and support teams act with real context.
• Boosted productivity - no more lost chats or siloed info.

Contact record

The system captured key visitor details from Tawk.to including Name, Email, Country, and Chat Question and stored them under the Contact profile. The initial chat details were appended to the Description field so your team has immediate context for follow-up.

Note record - Chat transcript

In the Contact subpanel (History), the transcript is visible as a linked Note record.

Opening the Note shows the full conversation, linked back to the corresponding Contact (Emily Johnson). This ensures that your sales/support team always has the entire chat context directly inside SuiteCRM when following up.

Case record - Tawk.to ticket

In the Cases module, a new record was created with the subject and description coming directly from the visitor’s ticket message. Your team can now track the ticket under the Case, manage priorities, assign users, and resolve it efficiently - all inside SuiteCRM.

The Case is automatically linked back to the Contact (Emily Johnson), ensuring the relationship between customer and support request is maintained.

Alert notification

The integration instantly triggers a SuiteCRM Alert whenever a new Tawk.to ticket is created, and the alert will only be shown to the user assigned to that Case.

Contact Us Anytime

We're here to assist you.

Email: info@sapientsoftwares.com

Microsoft Teams: info@sapientsoftwares.com