How to Connect MAX Bot to amoCRM
MAX Bot helps businesses automate customer communication and handle incoming inquiries faster. It can answer common questions around the clock, reduce the workload on employees, and maintain consistent customer service standards. This tool is especially useful for companies that need to respond to messages quickly and build consistent customer interaction workflows.
The MAX Bot integration with amoCRM via Umnico brings messenger conversations directly into the CRM. Customer inquiries are sent to amoCRM, where employees can continue conversations, manage deals, and track customers as they move through the sales pipeline.
Benefits of integrating MAX Bot with amoCRM via Umnico:
✅ New inquiries from MAX Bot are automatically added to amoCRM as deals.
✅ Managers can reply to customers directly from the CRM interface.
✅ Routine processes can be automated using tags, statuses, and inquiry routing between employees.
✅ Analytics tools help track inquiry sources and monitor managers’ response times.
Connecting MAX Bot to Umnico
To start using MAX Bot, follow the step-by-step instructions below. The setup takes only a few minutes.
Before you begin, make sure you have:
- an Umnico account;
- a MAX account;
- a previously created MAX Bot;
- a new or existing amoCRM account.
In your Umnico account, go to Channels → Main → MAX Bot.
The connection window will open.
To get the token for an existing bot, go to the Chatbots section of the MAX Partner Platform. Select the required bot and click ⋮ → Settings. To the right of the token field, click the copy icon to copy the access token.
If you do not have a bot yet, you can create one. For more details, see the How to Connect MAX Bot to Umnico guide.
Return to Umnico, paste the MAX Bot API token into the corresponding field, and click Connect.
Done! Once the connection is successful, MAX Bot will appear in the list of connected channels. The bot setup is now complete, and you can proceed with connecting and configuring the CRM integration.
Connecting amoCRM to Umnico
1. To connect MAX Bot to amoCRM via Umnico, open Integration with CRM in the left-hand menu and select amoCRM.
2. In the window that opens, click Connect.
3. In the tab, select the required amoCRM account and click Allow. To make the account appear in the list, you must first be logged in to amoCRM.
4. Once connected, the Umnico integration settings page will open. Here, you can configure deal handling, select the channel used to start conversations, choose which operators can access the Umnico widget in amoCRM, and configure employee access permissions.
Configuring the amoCRM Connection in Umnico
On the Deals tab, you can configure deal handling rules and synchronize deals with your amoCRM pipeline.
Deal settings determine how repeat inquiries from customers are handled if the previous deal has already been closed or archived. You can either create a new deal or send the message to the most recently closed deal.
Pipeline synchronization allows you to select the amoCRM pipeline and stage where new deals will be added. If you select a specific stage after Unsorted, tags containing information about the source channel and inquiry type — message or comment — will automatically be added to the deal.
If you want deals to be sent directly to Unsorted, select Send to “Unsorted” in the main pipeline. With this setting enabled, the business phone number and tags will not be added to the deal.
On the New Message tab, you can enable employees to start conversations with customers via WhatsApp, Telegram, MAX, or WhatsApp Business API directly from a deal card, even if there has been no previous conversation with the customer. The corresponding channel must be connected to Umnico. The amoCRM interface supports starting conversations through WhatsApp, Telegram, MAX, and WhatsApp Business API.
In the Umnico Widget section, you can select CRM users who will have access to the Umnico chat center widget in the amoCRM sidebar. The widget will not be displayed to other employees.
On the Access tab, you need to log in to amoCRM and grant the permissions required for the Umnico integration. This ensures proper data exchange between the two platforms.
Once configuration is complete, go to amoMarket → Installed in amoCRM, find Umnico, and click Save.
The integration is now fully configured and ready to use.
The Umnico widget will appear in the amoCRM sidebar, providing additional tools for handling customer inquiries.
How to Handle MAX Bot Inquiries in amoCRM
The MAX Bot integration with amoCRM via Umnico enables centralized handling of customer messages directly within the CRM. Conversations become part of the sales or support team’s workflow, making it easier to manage inquiries, reduce response times, and maintain a complete history of customer interactions.
💬 New MAX Bot Message — New Deal in amoCRM
When a user contacts your MAX Bot for the first time, a new deal is automatically created in the selected amoCRM pipeline. The deal card stores customer information and conversation history, while the corresponding tag identifies the source of the inquiry. Managers do not need to manually transfer data from the messenger to the CRM — they can start working with a new inquiry as soon as it arrives.
🔗 Linking an Inquiry to an Existing Customer
If the customer already exists in the amoCRM database and the system can match the new inquiry with an existing contact, the conversation will be linked to that contact or the corresponding deal. This keeps the customer’s communication history in one place and helps reduce duplicate records in the CRM.
📨 Starting a Conversation with a Customer
If the required channels are connected, employees can initiate conversations with customers directly from amoCRM. The Umnico integration expands amoCRM’s communication capabilities. Through Umnico, employees can use connected messengers and other available channels to communicate with customers without switching between multiple apps.
🔄 Repeat Inquiry After a Deal Is Closed
If a customer sends another message after their previous deal has been completed, you can define in advance how the new inquiry should be handled: add the message to the most recently closed deal or create a new deal. This approach helps preserve conversation context and is especially useful for companies with repeat sales, long sales cycles, or regular customer interactions.
👥 Distributing Inquiries Among Employees
amoCRM and Umnico tools can be used to distribute new deals among responsible employees. Depending on your configured business processes, inquiries can be assigned to managers manually or automatically. This helps route requests to the right specialists faster, balance the team’s workload, and meet established response-time standards.
📊 Analyzing Channel Performance
amoCRM tools allow you to track deals originating from MAX Bot, analyze how they move through the pipeline, and evaluate manager performance. Tags and reports can help you determine the number of inquiries received through MAX Bot, their conversion into sales, and the effectiveness of the channel as a source of customer inquiries.
Frequently Asked Questions (FAQ)
❓ Can I connect multiple MAX Bots?
Yes. You can connect multiple MAX Bots to Umnico and use them to handle different customer inquiry flows.
❓ What happens if I disconnect MAX Bot from Umnico?
If MAX Bot is disconnected, new messages will stop being delivered to Umnico and the connected CRM. To resume receiving messages, you will need to reconnect the bot.
❓ Are files and attachments supported?
Yes. The MAX Bot integration supports messages and various types of content, including documents, images, videos, media files, and stickers.
❓ Is the integration secure?
Yes. MAX Bot is connected using an API token obtained through the MAX Partner Platform. The token is used to authorize the bot and enable data exchange between MAX, Umnico, and the connected CRM.
Help & Support
If you have any questions, feel free to contact us — we're happy to assist. To reach Umnico support, click the "Support" bubble in the bottom-right corner of your screen. Or go to the "Help → Chat with Support" section in your Personal account.
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