KeyCRM + Unitelia
This is not "vs". KeyCRM — partner, not competitor. The same collaboration model KeyCRM has with ChatUm and other messaging platforms: KeyCRM — your CRM source-of-truth (orders, products, customers, logistics, marketplaces), we — omnichannel inbox + AI worker that reads / writes to KeyCRM via public API. BYOCRM philosophy (ADR-035): stay on the CRM that already works.
Who does what
- • Source of truth for orders, products, customers
- • Inventory management
- • Logistics integrations (Nova Poshta, UkrPoshta, Meest)
- • Marketplace connectors (Rozetka, Prom, OLX)
- • Manual operations via web UI
- • AI agent reads / writes to KeyCRM
- • Conversation handling (DM / comments / voice)
- • Negotiation Agent (UA bargaining)
- • Returns + Auto-RMA (WayForPay / LiqPay / Mono refunds)
- • Profit-First Optimizer (cost-aware)
- • Inventory ↔ Ads loop (Meta Marketing API)
- • Tax Auto-Pilot (ФОП-3 / 1ДФ)
- • Comments Watchdog (IG/FB/TikTok)
- • Voice Sales Agent (Binotel / Twilio)
Why BYOCRM, not our own CRM
A deliberate strategic choice. We do NOT build our own CRM (ADR-029). Three reasons:
- Switching cost. If you're already on KeyCRM with 2+ years of order history, asking you to migrate is 3–6 months of work. Most SMBs won't do it. So we go where you already are.
- Focus. Building a CRM is 3–5 years of engineering. An AI worker is our wedge, not a CRM. We do one thing really well, not two things OK.
- Foundation-model resistance. CRM as a software category — great, but already built (KeyCRM, HubSpot, Salesforce — each dominant in its geo). AI worker — new category, unoccupied. We compete where there is space.
Integration: how it works
- Onboarding wizard: at /dashboard/connectors/new/keycrm enter your KeyCRM API token (from KeyCRM → Settings → API).
- Smoke test: we do a test GET /orders, verify the token is valid, that you have access to orders.
- Initial sync: Inngest job (
keycrm-sync-orders) pulls the last 30 days of orders + all products. Usually 1–15 min. - Webhook subscription: KeyCRM → Unitelia on every order status change. So the AI sees when an operator manually changed something.
- AI read/write: sales agent reads product availability before quotes, returns agent writes cancelled status, Nova Poshta agent writes tracking number back to order.
FAQ
I thought I'd choose between KeyCRM and Unitelia. Who is the CRM?
KeyCRM. We are NOT a CRM. We are an AI worker that writes TO a CRM. If you need a CRM (order database, products, customers) — pick KeyCRM (or Хорошоп / HubSpot). If you need an AI worker that automates operations on that CRM — pick us. It's not 'either-or', it's 'AND'.
Can I use just Unitelia without a CRM?
Technically yes — we have a lightweight back-end (Google Sheets / Airtable / Notion DB via wizard) that covers the minimum for order tracking. But it's a degraded experience. The real power of Unitelia unlocks when you have a proper CRM with orders / products / inventory. KeyCRM is our recommended UA-stack.
What if I'm on a different CRM (HubSpot / Хорошоп / Prom)?
HubSpot connector — in the roadmap M8–M10 (Y2 EU). Хорошоп connector — Y1 Q4. Prom.ua — Y1 Q4. If your CRM isn't on the list — you can integrate via our Open API + TS SDK yourself (ADR-027).
How does KeyCRM integration work technically?
OAuth-style API token. AI reads orders / products via KeyCRM REST API. Writes statuses (paid / shipped / cancelled), generates tracking numbers via Nova Poshta API and writes the number back to the KeyCRM order. Everything is audit-logged on our side. Webhook in reverse: KeyCRM → Unitelia when operator manually changed status.
What about customer data? Is it duplicated?
No. KeyCRM stays the source of truth for customer PII. We store only conversation context (DM text, attached media, sentiment, agent decisions) + customer reference (KeyCRM customer_id). If you delete a customer in KeyCRM — our cleanup job marks conversations as 'deleted' (soft delete, audit trail preserved).
Connect KeyCRM
Starter — $0/mo. Connect KeyCRM + Nova Poshta + Instagram DM in ~10 minutes in the onboarding wizard.
Create account →KeyCRM™ — trademark of the owner. We use their public REST API as an independent integration; this description is not official partnership, endorsement, or recommendation from KeyCRM. Check actual API capabilities in KeyCRM's official documentation.