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You can set up an automation to forward leads to your CRM. This helps you to follow up leads and get more commercial value from your Agent. To make this happen, we need to tell the Agent when to forward the lead, which data it needs to collect and we need to build an automation to make sure the data is forwarded. To do so you need to do 3 things:
  1. Set up Handover in Watermelon
  2. Write instruction in Watermelon
  3. Create automation in Zapier.
For this automation, you need a paid Zapier account

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1. Set up Handover

Start by setting up Human Handover in Watermelon. The Handover is needed so the Agent knows in which cases the Agent needs to forward leads. The handover triggers the automation in Zapier which forwards the leads to your CRM.
1

Open Human Handoff in Watermelon

Go to Situations and go to Human Handoff.
Forward Conversations Email Handoff Pn
2

Forwarding opening hours

Decide if you want to forward leads outside office hours. We recommend to switch the toggle so leads outside business hours will also be forwarded to your CRM.
Forward Conversations Email Hours Pn
3

Add instructions

To manage expectations for the end-user, you can add instructions for the Agent what it needs to say during/outside office hours. Example:
Your request has been submitted. Our team will reach out as soon as possible.
Forward Conversations Email Text Fields Pn
Be aware that after the handoff your Agent has left the Chat. You can include this information in the instructions above.
4

Create Trigger

To technically trigger the handoff, we need a code word. We call this code word a trigger. When a customer types this trigger, the message is automatically forwarded.Click Create to creat a new Trigger and select new in the dropdown menu.Suggested trigger: Submit request.
Forward Conversations Email Trigger Pn
It’s important to choose a trigger sentence which is not used in conversations often. Otherwise the automation might be triggered without all nessecary data.

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2. Write instruction

You’ll now write an instruction where you explain when a customer needs to write Submit request.
1

Create new Instruction

In the Agent settings, go to Instructions and click Create to create a new instruction.
Forward Conversations Email Instruction Pn
2

Write instruction

Write an instruction where you explain the following to the Agent:
  1. In which case does the Agent forward the lead.
  2. Add a list of all items the Agent needs to collect before the handoff.
  3. Lastly add the handoff trigger. This trigger should be the same combination of words you used in the set up of the Handoff above.
    Example:
When someone asks for a offer, you ask the following details from the customer:
  1. Name
  2. Email address
  3. Phone number When you received this information, you ask the person to write Submit request. This way, an employee can reach out.
Forward Conversations Email Instruction 2 Pn

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3. Create automation

Now everything is set up in Watermelon, we can create the automation in Zapier. This automation will make sure your chats will actually be forwared to your email.
1

Open Zapier in Apps

In Watermelon, go to Apps and open Zapier.
Forward Conversations Email Apps Pn
2

Select App and workflow

In the next screen, select Create from scratch at the bottom of the page.
Forward Leads Workflow
3

Connect Watermelon to Zapier

Zapier will open in a new screen. It should show as the image below. Click Select to connect Watermelon to Zapier.
Forward Conversations Email Connect Pn
4

Add API Keys

A new screen will open where you need to add API keys.
Forward Conversations Email Zapier Api Keys Pn
5

Create API Key

In Watermelon, go to API keys and click Create to create a new API key.Give the API Key a name and make sure to select Read and write. Add the keys to the Zapier fields.
Forward Conversations Email Watermelon Api Key Pn
Forward Conversations Email Api Key Watermelon Pn
6

Test connection

In Zapier, click on continue to test the connection with Watermelon.
Forward Conversations Email Api Key Test Connection Pn
You need a conversation in your inbox to test this step. Follow these steps if no conversations are handed off:
  1. Open your Chat Widget
  2. Start a conversation
  3. Use the Trigger word you set up in step 1 of this article.
  4. After the conversation is handed off in Watermelon, click Find new records in Zapier. Your new conversation should show up.
7

Add AI by Zapier

Click on the plus button to add an extra step and select AI by Zapier.
Forward Conversations Email Extra Step Pn
8

Set up AI by Zapier

  1. In the input field, click on the Plus button and select Message payload.
Forward Conversations Email Input Field Pn
  1. Add the following prompt:
    Get the details from the Message payload
    Forward Conversations Email Prompt Pn
  2. At Output fields, click add field. Give the fields a name and select the field type. Repeat this for all desired data.
    Forward Conversations Email Output Field Pn
  3. Click Generate preview to see the outcome of your prompt and click Finish.
    Forward Conversations Email Preview Pn
9

Set up CRM connection

Select your CRM, in this example we’ll use Hubspot.
At Action event, you can select the action you’d like e.g. Create Deal or Create contact.In account, select your CRM and follow the steps to connect your CRM.
Forward Leads Zapier Account
10

Configure CRM

Now you are going to configure your CRM settings.
  1. Name: Provide a name for the new deals. With the + button, you can add details from the message payload such as Name of customer.
    Forward Leads Zapier Deal Configuration
  2. Deal Pipeline: Select the Deal pipeline where the lead has to go in your CRM.
  3. Deal Stage: Select the stage where the lead should end up.
  4. Fill in other fields, you need for your lead. Optionally, you can add an extra step where you create a note in the deal where you add the Message Payload. This way, you’ll have the complete chat conversation in your deal.
11

Test step

Click on Continue and test the email step.
12

Publish workflow

When the email is received correctly, you can Publish your workflow by clicking Publish.
Your automation is now completed. You can test your automation in the Chat Widget. The handoff functionality and automation do not work in the Playground.