Planfix Integration

Integrate SMSBAT with Planfix CRM to send Viber and SMS messages directly from Planfix tasks and chats. This guide covers setup, template configuration, and chat automation.

Overview

The SMSBAT integration with Planfix allows you to:

• Send Viber and SMS messages to clients from Planfix tasks
• Automatically create tasks from incoming chat messages
• Reopen chats when clients reply
• Track message delivery status within Planfix

Prerequisites

• An active SMSBAT account with API credentials
• A Planfix account with administrator access
• An approved Viber Business message template (for transactional messages)

Step 1: Connect the Integration

1.1 Enable the Chat API in Planfix

Navigate to Account Management > Integrations > Chats > Planfix Chat API in your Planfix account.

Select the SMSBAT integration from the list and enable it.

1.2 Configure Integration Parameters

Fill in the integration settings with the credentials provided by SMSBAT:

Parameter	Description
Request URL	The URL provided by SMSBAT for receiving requests
Authorization Key	Your SMSBAT authorization key
Provider	smsbat
Notification URL	The webhook URL for receiving delivery notifications from Planfix, e.g. https://api.smsbat.com.ua/planfix/auth/uuid=...
ProviderId	smsbat
Planfix Authorization Key	Authorization key for Planfix side
Task Template	Select the template to use for creating tasks with chat
Contact Template	Select the template for creating new contacts

Getting Credentials

Contact SMSBAT support at help@smsbat.com to receive your integration credentials (Request URL, Authorization Key, and Notification URL).

1.3 Task Creation Settings

Configure how Planfix handles incoming chat messages:

• Create a new task if there are no active tasks with this contact - Enable this option if your workflow involves short interactions or lead processing where each inquiry should create a new task.
• If your sales cycles are longer or you provide ongoing support, it is better to reopen existing tasks to keep the full conversation history with the client.

Step 2: Template and Chat Automation Setup

2.1 Configure the Greeting Template

Agree on a greeting message template with the client. Use a transactional message template to initiate the chat, as it is more cost-effective than a promotional message.

2.2 Set Up the Task Template

Add the approved greeting message template to the task template description field. When a task is created, the text from the description will be sent to the client as the first message.

Example task template configuration:

Field	Value
Task Name	Viber Business Request
Phone	Client phone number
Counterparty	Client counterparty
Description	Your approved greeting message template

2.3 Quick Interactions Workflow

If your workflow involves quick processing where you don't need to maintain long lead conversations:

1. Process the client's chat inquiry
2. Reply to the client via the chat in the task
3. Set the task status to Completed
4. When the client sends a new message, a new task will be created automatically (if the checkbox from Step 1.3 is enabled)

2.4 Ongoing Conversations Workflow

If you don't want to create a separate task for every client message, set up chat reopening automation.

2.4.1 Reopen Chat via Transactional Message

Create an automation scenario that triggers when a task status changes to Completed or Done:

Scenario: "Reopen Chat"

Setting	Value
Event	Field value changed
Field	Start chat
Conditions	Start chat = Yes AND Status in (Completed, Done)
Filter Logic	1 AND 2

Actions:

1. Add a comment with the greeting message template (notifying the contact as recipient)
2. Set Start chat field to checked
3. Update the planned completion date to current date + 1 hour

2.4.2 Reopen Chat on New Comment

Create automation scenarios that reopen the chat when a new comment is added (either from a lead/client or from an employee):

Scenario: "Reopen Chat (Employee)"

Setting	Value
Event	Comment added matching conditions
Conditions	Status in (Completed, Done) AND Comment author = Employee
Filter Logic	1 AND 2

Actions:

1. Change status to In Progress
2. Update planned completion date to current date + 1 hour
3. Update task name with current timestamp and client info

Scenario: "Reopen Chat (Client)"

Setting	Value
Event	Comment added matching conditions
Conditions	Status in (Completed, Done) AND Comment author = Contact
Filter Logic	1 AND 2

Actions:

1. Change status to New
2. Update planned completion date to current date + 1 hour
3. Update task name with current timestamp and client info

Step 3: Sending Messages (Lead Notifications)

Notification Recipients

When sending a comment (notifying a lead), make sure the contact (lead) is checked as a recipient in the notification list. Note that the checkbox state may vary depending on conditions, so verify it before sending.

3.1 Checkbox Unchecked - Client Will Not Receive the Message

If the lead's checkbox is unchecked in the recipient list, the client will not receive the notification. You can use this to leave internal comments visible only to your team.

3.2 Checkbox Checked - Client Will Receive the Message

If the lead's checkbox is checked, the message will be sent to the client via Viber or SMS through SMSBAT.

3.3 Verifying Message Delivery

Check delivery status in Planfix

Click on the checkmark icon next to a sent message to view the delivery report for all recipients of that comment.

Verify in the delivery report

The delivery report should show the client as a recipient with the status Sent (without error status). The report shows the date, channel (Chat API), recipient phone number, and delivery status.

Best Practices

Template Setup

• Use transactional message templates for chat initiation (more cost-effective than promo)
• Keep greeting messages concise and relevant
• Test the template with a small group before rolling out

Task Management

• Use separate task templates for different Viber Business message types
• Enable the automatic task creation checkbox if you handle short, one-off inquiries
• Keep tasks open for ongoing client relationships to preserve chat history

Automation

• Set up both employee and client comment reopening scenarios
• Use planned completion dates to track SLA
• Configure notification recipients carefully to avoid unintended messages

Troubleshooting

Messages are not being sent

1. Verify that the integration credentials are correct in Planfix settings
2. Check that the contact's phone number is in the correct format
3. Ensure the lead is checked as a recipient in the comment notification list
4. Verify the message template is approved

Tasks are not being created automatically

1. Confirm the "Create a new task if there are no active tasks" checkbox is enabled
2. Check that the task template is correctly configured
3. Verify that the Notification URL is properly set

Chat is not reopening

1. Check that the automation scenarios are active
2. Verify the status conditions match your workflow statuses
3. Ensure the Start chat field is properly configured

Next Steps

• SMSBAT API - Learn about sending messages via API
• Cascade API - Set up multi-channel message delivery
• Message Types - Explore available message types
• Delivery Status - Understand delivery statuses