Getting Started with Customer Chat

The Customer Chat feature in ClearCRM lets you talk to your customers in real-time, with no extra costs or integrations.

Step 1: Open Customer Chat

From the left-hand navigation menu:

• Expand Service

• Click on Customer Chat

You’ll also see the number of online customers directly on the menu item itself.

Step 2: Explore the Chat Interface

The chat screen includes three tabs:

• Team

• Groups

• Customers

For this section, focus on the Customers tab. This shows a list of all the customer organizations you're working with.

• Click the company name to expand their contacts.

• Click on a contact to start chatting.

Your chat history is preserved across sessions, allowing for continuous and contextual support.

Step 3: Search and Filter

Use the search bar to quickly find any customer or contact—ideal when managing multiple conversations at once.

Step 4: Make Announcements

To send an update to multiple customers:

• Click Create Event

• Choose Announcement

• Select the relevant customer contacts

• Type your message and send it out

Step 5: Mention Invoices (or Other Records)

While chatting with a customer:

• Click Create Event

• Select Quick Mention

• Choose Invoice (or another record type)

• Pick the specific item to mention

This will insert a clickable link to the invoice directly in the chat, making it easy for the customer to access without navigating the CRM.