This release enhances CRM integrations by allowing you to connect multiple accounts from the same supported CRM provider within one Comm100 account. Previously, a single CRM connection was used for a given CRM provider across the account. You can now connect multiple accounts and assign each integration to specific Live Chat campaigns and Ticketing & Messaging channel accounts, helping ensure that each interaction uses the appropriate CRM account.

Note: Agents must have the Manage App & Integration permission to manage CRM integrations and their campaign and channel account assignments. To learn more about managing agent permissions, see this article.

With this enhancement:

• You can connect multiple accounts from the same supported CRM provider. Each connected account is managed as a separate CRM integration with its own connection and settings.
  
• One CRM integration can be assigned to multiple campaigns and channel accounts, while each campaign or channel account can be assigned to only one integration from the same CRM provider.
  
  
• If you assign a campaign or channel account that is already assigned to another integration from the same CRM provider, Comm100 prompts you to confirm the reassignment. Once confirmed, the campaign or channel account is reassigned to the selected CRM integration.
• Existing CRM connection, matching, mapping, and update settings remain unchanged.