Setup
How to set up a help chat on your CRM site
How to set up a help chat on your CRM site — answered from your own docs. See how CRM teams use Chatref (website-widget) to solve it. Start free.
Adding a help chat to your CRM site takes minutes with Chatref’s website widget. Train an AI agent on your own help articles and setup guides, customize the chat’s look to match your brand, then paste a single code snippet into your site. Customers get instant answers from your own docs, day and night, cutting down repetitive support tickets.
Before you start
Before you drop in the widget, gather a few things:
- Your CRM documentation. Help center articles, setup guides, import guides and FAQ pages work best. You can upload PDFs, point Chatref at your help site URL, or paste text directly. The more relevant content you provide, the more accurate the agent’s answers will be for CRM platforms users.
- Access to your website’s code. You’ll need to add a short
<script>tag to your CRM platform’s HTML template – usually in the footer or head. If you use a tag manager, that works too. - A Chatref account. Every new account starts with $50 in free credit, no credit card required. Your credits never expire, and you pay only for the responses your agent sends when it answers a question.
Step-by-step setup
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Log into the Chatref app
Head to app.chatref.ai and sign up with your work email. Once inside, your workspace is ready. -
Create your CRM help agent
Click New Agent and give it a name like “CRM Help Center.” This agent will draw all its answers from the content you feed it – no generic internet search, no hallucinated facts. -
Upload your CRM knowledge
In the agent’s Knowledge tab, add your help docs. You can point at a public URL (your help site or changelog), upload PDF or text files, or paste in individual articles. Chatref processes everything in minutes and immediately becomes ready to answer questions like “How do I import my contacts?” or “What permissions does the admin role have?” – all grounded in your own materials. -
Match the chat to your brand
Open the Widget section. Pick a primary color that matches your CRM’s palette, and adjust the welcome message to something like “Hi! Ask me anything about setting up and using [Your CRM].” You can also upload your logo so the widget feels like a native part of your product, not a third-party add-on. -
Embed the snippet on your CRM site
Copy the code snippet from the Widget tab. It’s a single<script>tag. Paste it into the<head>or just before the closing</body>tag of your CRM’s main layout file, or use your tag manager. Chatref’s widget will appear as a floating chat bubble on every page where the snippet is present. It automatically respects your allowed origin list – you configure that in the widget settings to prevent unauthorized use. -
Optionally: set up a human fallback
While your AI agent handles common questions on its own, you can invite team members to the shared inbox from the Inbox tab. They’ll see every ongoing conversation in real time and can step in with full context when a customer issue needs a human touch, like a complex billing query or a permission escalation. This keeps the chat experience helpful without dead ends.
Check it works
Once the snippet is live, open your CRM site in a private browser window. The chat bubble should appear within a few seconds. Send a test message: ask a question you know is covered in your training docs, such as “How do I set up a pipeline stage?” or “What’s the difference between owner and collaborator?”. The agent should reply with a clear, sourced answer directly from your content. If it doesn’t answer accurately, revisit the knowledge base – adding more detailed articles or cleaning up outdated pages often fixes the gaps.
Also try a question that should escalate: “I need to cancel my account” or “There’s a billing error.” If you’ve set up the shared inbox, the conversation will appear there and your team can take over.
Common issues
The widget doesn’t appear on my site
- Check that the snippet is placed on every page template (not just a single page). If you’re using a tag manager, confirm the tag is firing.
- Make sure your site’s domain (including subdomains) is added to the allowed origins in the widget settings. Chatref blocks the widget from loading on unknown domains to prevent misuse.
The agent gives vague or wrong answers
- The most common fix is adding more specific content. The agent can only answer from what you’ve uploaded. If your help articles assume the reader already knows a term, the agent might mirror that gap. Add a plain-language “Getting started” guide or a glossary to fill in the blanks.
- Check for outdated or conflicting pages. If you have two articles that say different things, the agent might pull from the wrong one. Pruning your help center makes a big difference.
Chat bubble overlaps with your own UI elements
- By default, the widget sits in the bottom-right corner. You can adjust the vertical and horizontal offset (in pixels) from the Widget settings so it doesn’t cover important buttons or navigation.
Users see the chatbot on internal admin pages where you don’t want it
- Use the allowed origins setting to restrict the widget to your public-facing help site and customer dashboard, and omit internal admin subdomains. Alternatively, you can conditionally load the snippet only on certain pages via your template logic.
FAQ
How do I add live chat to a website?
Chatref’s website widget adds an AI-powered help chat with one line of code. After training an agent on your content, copy the snippet from the Widget tab and paste it into your site’s HTML. No plugins or complicated integrations needed. The chat is fully asynchronous – the AI answers instantly and your team can join in from the inbox when needed.
How long does chat setup take?
From signup to a working chat bubble on your CRM site typically takes under ten minutes. Most of that time is uploading your documentation; Chatref processes content in a few minutes. Adding the snippet and checking the live chat usually takes just a minute or two. The first agent you create will be answering real customer questions the same day.
Related guides
Put this into practice
Chatref answers your customers from your own content, day and night. Add it to your site and go live in minutes – free to start.