External Channels allow you to communicate with clients from messengers directly within your Uspacy Workspace.
🔍 You can read more about working with External Channel chats in this article.
To ensure no inquiry gets lost, it’s important to link the chat to the CRM right away — this way, the message history will be available in the client’s card, and your team can work with all data in one place.
🔍 You can also learn more about CRM connections for External Channels in a dedicated article.
It’s especially convenient when a client shares their phone number in a chat — you can use it to search for related entities in the CRM and link them to the dialog. If no matches are found, and you have the necessary permissions, you can create a Lead or Contact in just one click directly from the External Channels chat interface.
The step-by-step guide below explains how ⬇️
How does it work?
When a client shares a phone number in chat, the system automatically recognizes and highlights it.
Clicking the number opens a window where you can search for existing contacts or leads in your CRM.
If none are found, the system will suggest creating a new contact or lead.
💡 Please note that to perform these actions, the user must have the necessary permissions for these entities (i.e., permission to create Contacts and Leads). Otherwise, the buttons (or one of them) will be disabled.
After selecting one of these options, the CRM connections window opens, allowing you to fill out the details for the new record. The phone number is automatically pre-filled in the appropriate field.
Once saved, the new record will appear in the CRM connections window.
If the phone number matches an existing lead or contact in your CRM, the system will suggest linking it to the current chat.
💡 Please note that to perform these actions, the user must have the required permissions for these entities (permissions to view and edit Leads or Contacts).
This link will be instantly visible in the CRM connections window.
So, when working with client chats in External Channels, use the phone number from the message to search your CRM and link the dialog immediately. This reduces the risk of losing inquiries, keeps the communication history in the client’s profile, and speeds up your sales team’s work.
If you have additional questions or you need to contact the support, send a request to this email [email protected]