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Integrations

Websites and online stores

Website leads no longer sit until morning: the moment a visitor submits a form on your WordPress, Wix, or Squarespace site, the next available rep gets it and calls right back. When a shopper calls an OpenCart or WooCommerce store about an order, the agent sees the order and its shipping status right away. Abandoned carts become a calling list, and ad tracking tags show which campaigns drive sales. We connect your forms and store, set up call queues, and add web chat to your site if you need it.

Get a quotePricing
Anywebsite with an APIWordPress, OpenCart, WooCommerce
Instantlead in the queueRight after form submission
Orderson the agent's screenWith shipping status
UTMtags on every leadFor ad campaign reports

Capabilities

What you get with Websites and online stores

Leads don't go coldA rep gets the lead instantly and calls before the visitor fills out a form on a competitor's site.
Shoppers get answers on the spotAgents see orders and shipping status, so they don't ask for an order number or promise to call back.
Some abandoned carts come backAgents call shoppers who left items in their cart and help them complete the order.
See which ads drive salesAd tracking tags stay with each lead, so you can count the calls and orders every campaign brought in.

Examples

How your website and contact center work together

Three situations this setup handles most often.

A callback within minutes

A visitor to a WordPress landing page enters a phone number in a kitchen remodel quote form. The lead, with the name, page, and ad tag, lands in the sales queue, and the next available rep calls right away to book an in-home measurement. At the end of the month, the tags show which ads produced appointments.

  • Lead from a website form
  • A call from the next available rep
  • Ad tag in the report
Example 1 of 3

For abandoned carts, we call only shoppers who have consented to calls.

How it works

What we connect on each site

Site builders

Form leads via webhook

Forms on WordPress, Wix, or Squarespace send leads to the platform by webhook. The name, phone number, page, and ad tags map to lead fields, and the lead goes straight to the right department's queue. If the customer is already known, the lead is added to their customer record.

  • Webhook from the form
  • Fields and ad tags
  • Lead linked to the customer record

Stores

OpenCart and WooCommerce orders

The platform pulls orders through the store's API on a regular schedule, so a calling shopper is matched by phone number along with their orders and statuses. Agents can also update the status right from their screen if your process calls for it.

  • Orders via the store API
  • Shopper lookup by phone number
  • Status updates on request

Chat

Web chat in the shared inbox

The live chat widget works on any of these sites. An agent or the AI consultant answers the visitor, and the conversation appears next to calls and stays with the contact.

  • Widget on any website
  • Answered by a person or AI
  • Chat next to calls

Setup

How we connect your website

  1. 01Forms and ordersWe find out where your site collects leads and which order details the agent needs to see.
  2. 02AccessWe connect to your website forms and to the store with an API key that can access orders only.
  3. 03FieldsWe map the name, phone number, page, and ad tags to fields, so reps know where a lead came from before they call.
  4. 04QueuesWe decide which department each form goes to and set the rules for calling abandoned carts.
  5. 05ChatIf needed, we add a chat widget to your site and route messages to agents.
  6. 06TestingBefore your ads go live, we run test leads, orders, and calls.

Requirements

What your website needs

WordPress, Wix, Squarespace
Form webhooks available on your plan
OpenCart
Access to the store API or a sync module
WooCommerce
A REST API key with access to orders
Other sites
Any CMS with an API or webhooks
Platform
Cloud-hosted or on your own hardware
Billing
Website setup – support hours

Preparation

What to have ready

Which forms are on the site?The forms that bring in leads.
Which order data?The fields the agent needs.
How do we connect the store?A store API key or your form settings.
Where should leads go?Department queues for each form.
Call abandoned carts?Rules and customer consent to be contacted.
Who runs the website?An employee or a web contractor.

Q&A

Frequently asked questions

How fast will a rep call back on a website lead?

As soon as one is available: the lead reaches the department instantly, with the name, phone number, page, and ad tag.

Will agents see the shopper's order?

They will. When a call comes in, the shopper's orders and shipping status appear on screen.

Can agents change the order status from their screen?

We turn this on by request if your store allows it. By default, agents see statuses, and changes are made in the store.

Can we win back abandoned carts?

If your store saves abandoned carts with a phone number, you can. Agents call only shoppers who have consented to be contacted.

Auto dialer →

Our site isn't on WordPress, Wix, or Squarespace. Will it work?

Any site on a CMS with an API or webhooks will work.

Are UTM tags from the form saved?

They are. Tags from the form flow into your ad campaign reports.

Can customers message us right on the website?

They can. The widget works on any of these sites, and agents handle chats and calls in one window.

Web chat →

Can visitors call us right from the website?

They can. The visitor calls from the browser, and the agent sees which page they're calling from.

Click-to-call →

How much does website integration cost?

There are no license fees. You pay for the work under your support plan, and more forms and order fields mean more hours.

Pricing calculator →

Glossary

Terms on this page

API (application programming interface)
The way programs exchange data with each other without a person in the loop. Learn more →
Webhook
A message a system sends another automatically when something happens. Learn more →
Customer record
The screen of customer data an agent sees during a conversation. Learn more →
Call queue – callers waiting to be answered
Callers waiting for an available agent. Learn more →
Callback
The customer doesn't wait on hold but asks for a callback – and gets one when an agent is free. Learn more →
REST: exchanging data between systems over HTTP
The standard way software exchanges data over the internet. Learn more →

More

Other integrations

Facebook Page comments, reactions, and Messenger chats in the agent workspace. Learn more Email Inquiry emails go straight to your CRM and a sales rep – nothing lost, no delays. Learn more Salesforce We connect Salesforce to CONTACT.WORK through the Salesforce REST API, built to order during implementation. Learn more API and protocols Connect your contact center to any system you use – via API, a database, or files. Learn more

Blog

Fresh from the blog

All articles →
Services · 7 min read Custom development of your contact center platform for your processes When contact center settings are not enough: integrations, modules, AI workflows. How to tell development from configuration and estimate the payback. Read the article → Management · 9 min read How many agents does your contact center need? Erlang C in plain English Calculate contact center staffing with Erlang C: workload, service level, shrinkage, and headcount by shift – all in one worked example. Read the article → Integrations · 7 min read CRM and phone system integration: what it does and how it works How to connect your phone system to your CRM: calls and recordings in the record, screen pop, click-to-call. What to decide first and how to check it works. Read the article →

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