How Chat Agents Integrates With Capsule CRM – Natively

Capsule CRM – what is it?

Capsule from Zestia is a cloud-based CRM application that helps small and medium-sized businesses keep track of the people and organizations they do business with, as well as their interactions and sales pipeline opportunities.

Capsule also offers a ticket management module that allows employees to handle support requests from customers. Tasks and notifications assigned to contacts, deals, and cases help users understand what needs to be done and when. Capsule offers numerous customization options that allow you to tailor the system to meet the needs of different businesses, including custom fields, tags, and branding options.

Users can also define sales processes with configurable milestones for each stage of the pipeline. Each milestone is linked to a success criteria that is used to create sales forecasts. Capsule supports integrations with a number of leading small business solutions in customer support, email marketing, document management and accounting. The solution is available on a subscription basis per user per month.

How does Capsule CRM works with Chat Agents

Upon completion of a chat on your site, a new chat lead is added by our Chat Agents with all contact information, a brief chat summary, and the chat transcript.

With this Capsule CRM – Chat Agents integration, these lead details are automatically added as a new lead in your Capsule CRM account.

When a chat visitor returns to your site and provides more information, a new chat summary is added along with the new chat transcript from Chat Agents. These lead details are also automatically updated in Capsule CRM.

How to integrate Capsule CRM with Chat Agents

To integrate Capsule CRM with Chat Agents, first, log into your Capsule CRM account at

If you do not already have a Capsule CRM account, you can create one at

Once logged in, click on your profile name in the upper right hand corner and then click on “My Preferences”.

Then click on “API Authentication Tokens”

Then create an  ¨Generate New API Token¨ ,

Name it appropriately and click “Save“.

Copy the token you created, as it will be used in the next step.

Now log in to the integration page of your Chat Agents account. To do this, go to in your Chat Agents dashboard and go to “Integrations” which should open

Search for Capsule CRM and enable the “Edit” button on the right hand side.

You will then see the Chat Agents – Capsule CRM Integration page.

Click on “Connect”, which will open a popup modal where you need to paste the API token you copied earlier.

Click “Connect” one more time.

That’s it. If everything is correct and no error message is displayed, your Chat Agents and Capsule CRM are integrated.

Whenever our chat agents add new chat leads in our system, you will see it in our CRM and receive a notification via text, email and through our apps.

With this integration, you will also see the same lead details with associated notes and chat transcripts automatically and instantly added to your Capsule CRM account.

This saves you from manually re-entering all the chat lead details into your Capsule CRM account.

Lead details are added in your Chat Agents CRM.

Chat transcripts are also added in your  Chat Agents CRM.

The same lead is also visible in your Capsule CRM account,

Along with the chat summary and chat transcript, both of which are added as notes to the lead in your Capsule CRM account.

If you have any questions or need help integrating Capsule CRM or other apps with your Chat Agents account, please contact us through the help section on your Chat Agents dashboard – we will be happy to do it for you, at no additional cost.

By admin