Prerequisites
An active Crisp integration (Public or Private) on your Un1ty interface.
Having filled in your customers' phone numbers in the People tab in Crisp.
Using identical email addresses between Un1ty and Crisp for optimal synchronization.
1. Automatic contact recognition
As soon as an interaction (call or SMS) happens, Un1ty instantly scans your Crisp database.
Identification by number: Un1ty looks for a "People" profile matching the incoming phone number.
Data enrichment: If the contact is recognized, their name and history are instantly displayed in your Un1ty interface.
Automatic creation: If the contact is unknown, Un1ty automatically creates a new record in Crisp with the available information (phone number and default name), saving you from any manual entry.
2. Centralizing conversations in the Chat
The main advantage of this integration is consolidating all channels into the Crisp conversation flow.
SMS like native messages: Your incoming and outgoing SMS messages appear directly in the chat window. You reply to an SMS just as easily as to a regular chat message.
Calls as internal notes: For each call (made, received, or missed), Un1ty generates an internal note in the customer's most recent conversation.
What you’ll find there: The time of the call, its duration, the agent’s name, and most importantly, a direct link to the audio recording.
3. Simplified team collaboration
Un1ty makes sure information gets to the right person at the right time:
Smart assignment: If the email of the agent who takes the call in Un1ty matches an operator on your Crisp site, the conversation is automatically assigned to them.
Shared history: Even if a colleague takes over the case, they have access to all past voice and text exchanges, ensuring perfect service continuity.
💡 Example use case: "Seamless" customer support
A visitor starts by asking you a question on your site via the Crisp chat. Later, they call you for more details.
Without Un1ty: The agent on the phone doesn’t know what was said in the chat.
With Un1ty: The call note gets logged right after the chat session. The agent can say: "I see in our conversation this morning that you were hesitating about this model..." Result: A professional brand image and a customer impressed by your reactivity.
Key points to remember
Omnichannel: Chat, SMS, and Calls are grouped into a single thread.
Traceability: Call recordings are accessible in one click via internal notes.
Productivity: No more switching between your phone and your CRM.
Real-time updates: Every SMS and call is logged instantly.