(Written by Haadi)

Managing customer data while switching between CRM and live chat can be a hassle. Switching tabs, updating information, and keeping things organized can be like trying to juggle while riding a unicycle.

Most of the time, agents are stuck bouncing between tools, trying to update details like tags or labels. It’s tedious, time-consuming, and honestly frustrating.

But what if you could ditch the hassle?

With UChat’s Custom URL feature, your CRM comes right into your live chat workspace. No more endless tab-switching or lost productivity! Now, you can spend more time focusing on what really matters: building strong relationships with your customers.

Wanna know the perks and how to set this up for your own chatbots?

Let's have a look!

What Makes This Feature a Game-Changer?

Here’s why you’ll love the Custom URL feature:

• Saves Time: No back-and-forth between tabs. Everything you need is right there

• Streamlines Workflows: Keep customer data in sync without breaking a sweat

• Boosts Customer Satisfaction: Spend more time helping customers and less time fumbling with tools

Now if this sounds good then do stick around as we are going to go into more details as to how you can pull in your own CRM into the UChat live chat directly and avoid making it difficult for your agents to access the customers' data ever again.

So how do we start?

It is actually not that difficult and with only a few clicks, then copy and pasting of your CRM url, and you are pretty much all set.

Sounds too easy? Well let's have a look as I am confident you will be able to follow along really easily 😉

First step is to turn on the Custom URL Icon

• Head to Settings > Live Chat > Live Chat Features.

• Make sure the Custom URL icon is turned on so you can see it in your live chat tray

The next step is really simple as well as that is to set up your URL of your CRM. Just follow the below steps:

• Go to Settings > Live Chat > Custom URL

• Add the URL of your CRM or tool

• Link it to a variable like the customer’s ID, email, or username so it loads the right data. this is optional if you happen to have this data available inside your CRM as well you could use this to pull up the users records directly instead of going to a generic homepage dashboard for example. Just saving those additional few clicks

• Last this to choose is how the CRM will be overlayed on the conversation with the user inside of live chat: iframe, popup, side panel, or new tab

And just like that you are ready to go! You did the hard stuff already and I am pretty sure you had no problem keeping up right?

The next step is to see how it looks like when actually in a conversation with a user inside of live chat. It will vary depending on the target display that you chose but for the next example let's assume you went with the option for Popup Modal.

Using It Like a Pro

Now comes the fun part and that is to try out whether your new setup works when helping the user inside of live chat. Again very easy to do so here are the steps to take:

• Open a live chat from the left hand chatbot menu

• Then select a bot user and go all the way down and click the Custom URL icon in the tray

• You will now get a popup where if all goes well your CRM will show with the URL that you set inside the live chat settings early

• Make updates or changes without leaving the conversation

Now tell me that wasn't easy to set up and use right?

To give you a more visual example let's grab an actual CRM URL and test it out!

Real-Life Example: GoHighLevel (GHL)

Picture this: you’re using GoHighLevel as your CRM but instead of going back and forth anytime you need to search details about your customer you are wanting to use it directly inside your live chat conversation with them to keep the focus on the conversation itself. Let's do this:

• Add your GHL URL to the Custom URL section.

• Include a variable like crm_contact_id to make sure it pulls up the right contact.

• Click the Custom URL icon during a chat, and boom! Your customer’s details appear in a popup or iframe.

It’s quick, easy, and keeps you focused on what matters: the customer.

That is pretty cool right? How you can pull in another software basically directly inside of UChat wit real ease?

At least we think so. And this is just one of the use cases you can use this feature for. It is basically limitless and so fun to use. It really helps you and your agents to be more efficient.

Few things you will need to take into account though so let's go over them real quick.

Important Notes

• Make sure your CRM or tool supports popups or iframes; some platforms don’t. You could either research the platforms documentation or just test it. If it does not work then it will show an error message on the pop up or any style you selected to be used

• Customize the URL to fit your needs. Add variables for dynamic data so it’s always accurate. In the above example we used the CRM ID variable to directly connect to the customers account instead of going to a general contacts page and needing to search for it. So if you can find matching parameters that might be worth exploring

• Test it out first to ensure everything works as expected before making it live to all agents. Test it on off hours for example to make sure agents don't get confused when it is not working. Believe me that would be bad!

Why Wait? Start Now!

Imagine how much smoother your day could be with this feature. No more interruptions, no more wasted time, just seamless integration that keeps your workflow humming.

If you’re already on UChat, don’t miss out on trying the Custom URL feature. It’s a total game-changer for managing customer relationships.

Not using UChat yet? Now’s the time to jump in and see what you’ve been missing. Start today and transform how you handle live chats and CRM integration.