How To Integrate Chat Into Your CRM And ERP Apps?

Rajeshwari Published On May 21st, 2025 Share it on

Still making your customers wait around in their inbox for a reply from your team?

Chances are – they’ll give up and never come back.

Your platform needs Chat. Customers can just send out an instant message and get replies. Similarly, sales experts can leverage messaging as a medium to sell out products or services instantly. 

But how to embed chat into your CRM And ERP platform? 

Let’s understand every detail of it in this elaborate article. 

First, let’s start from scratch.

CRM and ERP Systems: Understanding The Platforms

Enterprise Resource Planning (ERP) is a software that offers a central database for everyday operations across departments like finance, supply chain, human resources and manufacturing. It has all the data of an organization and acts as a hub for every team to access them for their daily tasks. 

With these ERP systems, you can easily manage operations across your platform and reduce the time it takes to handle manual documentation and organising data. 

CRM (Customer Relationship Management) is all about dealing with customers. It helps teams like sales, marketing, and customer service keep track of people who might buy something and those who already have. 

A CRM system stores details like customer contact info, what they’ve bought before, and how they’ve interacted with the company. This helps the business understand customers better, sell more, and offer great service.

While ERP is about handling data, CRM manages customers. This software focuses on managing customer details right from the start. It tracks people who might be interested in buying a business’ products or services and those who already have. It keeps the customers contact information, their purchase history, and their interaction behavior on the website and over business chat or call. 

ERP and CRM helps handle data better and understand customers easier to ultimately run the business as efficiently as possible.

In short:

1. ERP handles what happens inside the company.
2. CRM handles how the company connects with customers outside the company.

They both often use the same information, like customer details, product info, and sales records.

Integrating Chat Into CRM & ERP: What Are The Benefits 

In this section, let’s look at the benefits of integrating chat with your CRM and ERP apps:

• Data Centralization: When you add chat to your CRM or ERP systems, you’ll be able to bring all your data to one place. This means your teams do not have to manually document them for every task. 
• Personalized Support: When you implement live chat or real-time chat into your CRM system, your agents will be able to view customer information stored in the tool. They can access detailed information like purchase history, location, past interactions and contact details and ensure the customer gets a more personalized customer service experience.
• Chat Transcript Access: Since your agents will be able to dig into the past conversations (Chat Logs) of customers on your CRM platform, they can easily understand customer preferences, nurture the conversation for leads and improve future interactions. 
• Lead/ Sales Management: You can manage leads as easily as possible. Since the chat tool itself will create new leads or update existing ones, your agents need not do these tasks manually. Similarly, in your ERP tools, a chat involving a sale can be updated automatically by the tool, reducing manual data entries for each sale won or lost. 
• Increased Operational Efficiency: CRM chat integration involves chat tools that reduce the manual efforts of your Customer Support Agents or Sales Agents by almost 50-60%. They collect customer/ sales information, and manage them making way for so much time for agents to focus on converting customers and achieving sales targets. 
• Direct Interaction with Chat Leads: The sales team can interact with chat leads directly within the CRM, and contacts created there include stored chat interactions, improving efficiency.
• One Tool To Manage Data & Interact: Agents need not juggle between a chat tool and a CRM. They can chat within the CRM and use the tool to automatically schedule follow-up meetings or update on the next course of action. 
• Using AI Chatbots For Help: Your agents or sales experts need not worry about missing out on overflowing calls. Implementing an AI-powered bot to handle regular queries about your products and services can save a lot of time and energy. Only chats that cannot be explicitly handled by the bot can be transferred to human agents for further intervention. 
• Unified Reporting: The integration consolidates customer interactions and data into a single view within the CRM and provides detailed reports and analytics on chat interactions, sales trends, and marketing effectiveness.
• Contributes To Informed Decision-making: Since your organization will have a central source of information, you can make business decisions quicker and improve conversion rate easily. 

In summary, integrating live chat provides your CRM and ERP platforms with valuable, real-time customer interaction data and streamlines customer-facing workflows. When the CRM is integrated with the ERP, this enhanced data contributes to a more complete picture across sales, customer service, and back-office operations, supporting the overall increase in sales, and improved customer satisfaction.

How To Integrate Chat Into Your ERP & CRM Apps?

Adding messaging features to your CRM and ERP apps is a big expansion to your platform. Including communication capabilities is going to drive 100s to millions of conversations pouring in everyday. Whether it is for internal communication or for interacting with external stakeholders, the way your platform operates will change dramatically. 

To implement this critical feature into your business platform, you need to follow the steps mentioned below. This breakdown will give you more clarity about your next steps and the tools you need to get it all done perfectly.

1. Assess why your business needs chat

While most businesses get excited about integrating messaging features into apps, the key step they miss is to identify how these features can align with your platform. 

The very first step here is to step back. 

• What’s the goal? 
• Who are the end users? 
• What business problem are you solving?

Ask as many questions as you can to understand how exactly you’ll need this feature working on your platform. 

When you integrate chat into your CRM app, you can track your customer journey, capture insights from how people interact on your platform and respond after clearly understanding the user intent/ scenario. 

Next, when you connect your CRM to your ERP, that’s when you can easily get inventory checks done, update on the fulfilments and complete sales orders without having to break a sweat. 

2. Choose The Right SDK

This is the most crucial step of this chat integration strategy. If you choose an SDK that does not align with your business requirements, that would deeply affect your platform, and credibility while taking away your resources, time and money.

You need to look for 

1. Customisation
2. Data sovereignty
3. Default Encryption + Customisation options in Security
4. Region-specific compliances 
5. Extensive features
6. Flexibility of third-party extensions and plugins
7. Webhooks for real-time updates 
8. WebRTC support for video and voice quality beyond chat
9. SIP/ VoIP for internet-based calling capabilities

If you have them all ticked from a provider, don’t waste a minute, go for it, and build chat into your platforms the right way! 

These are important, as we’ve seen teams try to save time by picking the cheapest and quickest option, only to realise halfway that it does not support the workflows they need. 

So, strictly adhere to this checklist and find the right chat solution for your CRM / ERP platform.

3. Plan The Chat Workflow

This is where the integration gets a bit tricky. This stage can be alternatively called workflow mapping. 

Identify where and how the data needs to move on your platform. Here is an example workflow of how a CRM with chat integration works:

Define how the business chat integration will work at every stage of your platform’s workflow. 

In our own team, we set up a workflow where any new sales inquiry to our chatbot named ‘Flybot’ would automatically create a lead in our CRM tool. This will trigger a notification to our sales experts, and they’ll contact the customers. If it turns out to be a deal, it would trigger order creation in our ERP tool. 

We set this up with a basic workflow initially, but over time, the workflow was tuned to handle our lead management by over 60%.

4. Test How Chat Works In Your Platform 

Testing is often underestimated, but it can make or break your integration.

You’ll want to check:

• Are chats being logged properly in the CRM?
• Are agents seeing the right customer details during conversations?
• Is the ERP receiving updates when needed?

Skipping this step can lead to data mismatches, missed orders, or even duplicate records. And trust me, nobody enjoys cleaning up a CRM mess.

5. Train Your Teams

Integration is only useful if people know how to use it.

It’s important to onboard your users, especially sales and service teams so they’re confident with the new features. If your chat systems are natively integrated, that’s a big plus. An ERP or CRM with built-in chat gives an experience that feels seamless, and teams don’t need to jump between multiple dashboards.

6. Monitor and Optimise

Finally, keep an eye on how the integration is performing.

Check analytics: 

• Are conversations converting? 
• Is the customer experience improving? 
• Are teams actually using the integration?

Alright, embedding chat into your CRM and ERP platforms is this easy. It gets easier when you choose the right CRM/ ERP chat integration API. Which one to choose? Here is a detailed breakdown of the top messaging solutions that can be added to your CRM and ERP platforms. 

05 Best Chat APIs For ERP & CRM Platforms

Want the best list of APIs for your CRM/ ERP messaging integration? Check out our carefully curated list of the best real-time in-app chat solutions. 

List of APIs for your CRM/ERP

• MirrorFly
• Apphitect
• Pabbly
• Convrs
• Engagement API by Salesforce

1. MirrorFly

Best for: CRM and ERP businesses looking for customizable messaging solutions for their web or mobile applications. 

MirrorFly is a highly secure CPaaS solution that comes with 1000+ instant messaging features including video and voice calling capabilities. The solution is popular among developers for its extensive customization and full data sovereignty. 

This white-label solution also lets CRM and ERP platforms come up with their own security features beyond the built-in encryption, SSL and standard regulatory compliances like GDPR, HIPAA and OWASP.  

Key Chat Features of MirrorFly

• 1:1 and group messaging
• HD Video & Voice Call
• SIP & VoIP Call
• Group Video & Voice Calls
• Message & Call Broadcasting
• AI agents
• In-app Chat Rooms
• Message Search
• Delivery & Read Receipts
• In-app Notifications
• Mobile Push Notifications
• Location Sharing
• Attachments
• Profanity filter
• Live streaming 
• Activity Feeds

Pricing

MirrorFly is available in 2 different pricing models:

1. One-time license: You get to choose only the features you need and access them for a lifetime by paying only for the license for a custom fee. 
2. Monthly subscription: Use package of features for a recurrent fee starting from $399 per 5K users per month. 

Deployment 

MirrorFly is a pioneer in supporting self-managed hosting. You can host the chat in your CRM or ERP platforms on-premise, on any hardware, server or public/ private cloud. 

Now, when it comes to CRMs and ERPs, the platforms need a reliable yet secure solution that does not compromise on the abundance of features or the quality of the messaging performance. MirrorFly offers it all as one complete package.

---

2. Apphitect

Best for: Enterprise-grade ERPs and CRMs that need white-label solutions for their platforms. 

Apphitect, a pioneer in offering self-hosted chat solutions has been a popular choice among developers for over 16+ years. The solution comes with a variety of messaging features that are both secure and perfect in performance. Their 99.999% uptime SLA and 3ms average response time and less reflects the level of quality the APIs can offer when it comes to enabling messaging into any app, including a CRM or ERP platform. 

Their cross-platform compatibility makes it even easier to add in-app messaging across any Android, iOS or web app without the need for an additional API or a tool to work on all devices and platforms.

Key Chat Features of Apphitect

• Real-time in-app chat
• Unlimited video and audio calls
• Message Broadcasting
• SIP/ VoIP Solution
• Whiteboard
• End-to-end encryption
• Chat logs 
• Chat history and export
• Message transcript
• Unlimited File and Media Sharing
• Chat moderation 
• Chat meta data and annotations

Pricing

Apphitect is available for a one-time license cost and also for monthly subscription. You can choose any model based on your business requirements. 

Deployment 

Apphitect supports both self-hosting and cloud hosting on its own infrastructure.

If you ever need a complete chat solution that takes care of your features, branding, security along with flexibility of hosting anywhere, you can go with Apphitect. 

---

3. Pabbly 

Best for: Startups that look for a budget-friendly messaging solution for their platform

Pabbly is an online tool that helps businesses automate their work. It includes two main features: Pabbly Connect and Pabbly Chatflow.

• Pabbly Connect lets you link together over 2,000 different apps (like Gmail, Slack, Shopify, etc.) so they can work together automatically. You can set up workflows with multiple steps, schedule when things happen, and even use AI to handle tasks.

• Pabbly Chatflow is focused on automating WhatsApp messages. Businesses can use it to talk to customers, send out group messages, and use smart chatbots that answer questions on their own.

Key Chat Features of Pabbly

• Broadcast multi-media messages
• Unlimited Broadcast Messages
• Unlimited Messaging Templates
• Custom Quick Replies
• AI Agents
• Multi-Agent Live Chat
• Automate WhatsApp conversations

Pricing

Pabbly offers several products that comes with messaging features:

Pabbly Chatflow

• Starter: $0/month
• Standard: $29/month per agent
• Business: $390/month (10 seats included, $39 per extra seat)
• Enterprise: $1225/month (25 seats included, $49 per extra seat)
• Standard Lifetime: ₹20699
• Pro Lifetime: ₹41499
• Ultimate Lifetime: ₹58169

Pabbly Connect 

• Free Plan: $0/month (100 tasks/month)
• Standard Plan: ₹1581/month (10,000 tasks)
• Pro Plan: ₹3246/month (20000 tasks)
• Ultimate Plan: Custom pricing for higher task limits

Pabbly Connect 

• Standard: ₹15769/year (10,000 tasks/month)
• Pro: ₹28299/year (20,000 tasks/month)

Pabbly Plus 

• ₹16989 (One-time): 1200000 credits, 20 WhatsApp numbers, unlimited features for 1 year
• ₹149999 / ₹249999: Larger lifetime credit bundles, WhatsApp numbers, and extended access

Deployment 

Pabbly supports:

• Cloud-Based
• SaaS (Software-as-a-Service)

Both tools are built to grow with your business and are simple to use, helping you save time and improve how you communicate and get work done.

---

4. Convrs

Best for: Businesses that need a secure and reliable chat solution for their CRM or ERP apps. 

Convrs is an Omnichannel messaging platform that’s perfect for integration into your CRM or ERP apps, if you are particularly focusing on marketing, sales and customer service. 

It is well-known for its AI offerings including Writing assistant to compose messages, sentiment analysis to understand customer query intent and chat summary for a briefing on the chat conversations. 

Key Chat Features of Convrs

• Omnichannel Live Chat
• Chatbot Flow Builder
• Omnichannel Inbox
• AI Chatbots
• Live Chat
• Two Way SMS
• AI Writing Assistant
• AI Sentiment & Chat Summary

Pricing

Convrs comes for a monthly pricing:

• Starter: $0/month
• Standard: $29/month per agent
• Business: $390/month (includes 10 seats; $39 per extra seat)
• Enterprise: $1225/month (includes 25 seats; $49 per extra seat)

Deployment 

You might need to check with Convrs team to get to know the deployment options. 
AI is in the rise and Convrs focuses on automation features that could make your CRM and ERP operations simpler. If you want to integrate chat features into your CRM or ERP with AI capabilities, go for the solution.

---

5. Engagement API by Salesforce

Best for: Organizations that look for a popular or branded chat solution for their CRM or ERP platforms. 

Salesforce Engagement API is part of Salesforce’s Marketing Cloud tools and helps businesses send messages in real time through apps like Facebook Messenger and LINE.

It can send messages like account updates, payment and shipping info, or reservation changes.

Key Chat Features of GroupConnect

• Omnichannel Support
• Real-Time Communication
• Self-Service Portals
• Analytics and Reporting
• Integration Capabilities
• Automation
• Feedback Management

Pricing

The exact pricing of the Engagement API is not mentioned in the website as it is a part of SalesForce’s Marketing Cloud. And the cost of Engagement API comes in 3 packages:

• Starter Suite: starts at $25 USD/User/Month
• Marketing Cloud Growth Edition: Priced at $1,500 USD/Org/Month
• Marketing Cloud Advanced: Priced at $3,250 USD/Org/Month

Deployment 

Marketing Cloud’s Engagement API supports flexible deployment options:

• Cloud-Based Deployment
• On-Premises Deployment
• Hybrid Deployment

Because it connects with the full Salesforce system, businesses can easily send messages that are personalized and timely, making it easier to keep customers informed and engaged.

Top 5 Chat APIs for CRMs and ERPs – A Quick Comparison

Chat API Platform	Best For	Pros	Cons
MirrorFly	Large CRMs, ERPs needing full control	Customizable, secure, scalable	Agenda creation feature is in Beta
Apphitect	White-labeled CRM/ERP messaging	One-time license, self-hosted option	On-call recording feature is in Beta
Pabbly	No-code CRM workflows	Easy Chat API integration, budget-friendly	No native chat SDK
Convrs	Lead follow-up in finance CRMs	Multichannel, industry-focused	No real-time in-app chat
Engagement API	Salesforce Marketing Cloud users	Deep CRM integration, multi-channel	Salesforce-only, high cost

MirrorFly: The Best Chat API For CRM And ERP Apps

CRM and ERP apps mostly involve data. From customer information, to sales transactions – everything that’s important for an organization, everything that must be kept confidential. This means, you’ll need a solution that is both secure and can handle data at high speed. 

MirrorFly ticks these requirements with customisable security along with its built-in encryptions and region-specific compliances. The solution does support full data sovereignty which means not even the platform gets to access your user info or any data associated with your organization. 

The solution also supports self-managed hosting, allowing you to deploy your app on the server you prefer, while allowing you to customize the features and white-labeling them. You’ll have full control over the features, security, and infrastructure. 

And that’s not the end of what MirrorFly could offer to your CRMs and ERPs. There’s more you could explore at the official website. If you think you need to hear out what particularly your business will get out of choosing MirrorFly chat API, tell the team about your business here and they’ll get in touch with you in the next 24 hrs. 

Got questions? Feel free to use the comment section below and we’ll get back to you with the most helpful answers at the earliest!

Also Read :

1. Top 5 Features of Voice call API
2. Build a Video Conferencing App like Zoom
3. Build Chat App with React Native Gifted Chat
4. Build Gaming Chat App Like Discord