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Enabling CloudRadial Chat in CloudRadial UCP as a Client Channel

Ricky Cecchini
  • Updated

For Partners already running CloudRadial UCP, Chat drops right into the portal your clients already use. End users see a chat bubble in the corner of the UCP interface - they click it, and they're in an authenticated conversation without leaving the portal.

The key advantage over the web Client Channel is identity. Because UCP is an authenticated environment, Chat knows exactly who the end user is the moment they open it. Their email, name, and company pass through from the UCP login automatically. The Dialog skips verification, looks them up in your PSA immediately, and can personalize the experience from the very first message.

Note that CloudRadial UCP (aka the client portal) and CloudRadial Chat are independent products - you can run either one without the other. But together, they give your clients an ultra-powerful single place for tickets, knowledge base articles, and live chat support.

Prerequisites

  • A CloudRadial Chat account with admin access
  • A UCP Client Channel created in CloudRadial Chat (this happens during the onboarding wizard or manually in the admin portal)
  • A live CloudRadial UCP account (any tier - Starter, Pro, Enterprise)
  • Admin access to your CloudRadial UCP

Setting Up Chat in UCP

Step 1: Create the UCP Client Channel in CloudRadial Chat

You can complete this step as a process through the onboarding wizard. However, at any time, you can set up (or modify) your UCP connection settings by doing the following:

  1. Navigate to Channels in the sidebar.
  2. Click Add Channel and select CloudRadial UCP as the channel type.
  3. Configure the channel: 
    • Website URL - Your UCP portal URL, e.g., https://your-msp.us.cloudradial.com
    • Channel Name - The name of your channel.
    • Channel Description - Your channel's descriptor.
    • Responder - Choosing Dialog or ChatAI is a Pro + option - not available for Chat Starter.
  4. Click Save Changes
  5. Copy the Channel ID - you'll need it for the next step.

Step 2: Enable Chat in UCP Partner Settings

  1. In your UCP admin portal, navigate to Partner > Settings > Integrations (under the Configuration column)
  2. Select CloudRadial Chat from the column of options on the right
  3. Check the Enable Chat checkbox
  4. Paste the Channel ID from Step 1.
  5. (Optional) Toggle Enable for all clients to deploy Chat to every client automatically.
    • You can also choose to enable it for specific clients only (good for testing/trialing first).
  6. Click Save.

Chat is now live in your UCP portal. Clients will see a chat bubble in the corner of the interface.

Enabling Chat Per-Client Configuration

You don't have to deploy Chat to every client at once. UCP supports selective enablement. You can enable or disable Chat for individual clients and assign different Channel IDs to different clients - useful if you have separate channels with different Responders, personas, or routing for different client tiers.

To do so:

  1. Navigate to Partner > Clients and select a specific client you wish to enable/disable
  2. In the CloudRadial Add-ons section, toggle the option to Enable CloudRadial Chat
    • If you selected Enable for all clients in the step before, this checkbox will be toggled as on for all clients by default

For this specific setup, you do NOT need to enter the CloudRadial Chat Channel Id. This is reserved for Partners who want certain companies to route to a different chat client channel with a separate Id.

How Identity Works

When an end user opens Chat in UCP, the portal passes their credentials to the widget automatically. The fields passed include:

  • Email (from UCP login, used for PSA contact matching and conversation ownership)
  • Display name (from UCP profile, shown to agents and added to tickets) 
  • Company name (from UCP client record, used for PSA company matching and ticket routing).

Because UCP is a trusted, authenticated source:

  • Email is marked as verified automatically - no verification code prompt
  • Company context is immediate - no lookup or confirmation step needed
  • Conversation ownership is enforced - if a different user tries to access a previous session, Chat starts a fresh conversation

This is the smoothest experience of any Client Channel. The end user clicks the chat bubble and is immediately known, verified, and ready to go.

UCP vs. Other Client Channels

Advantages over the web widget: Pre-verified identity (no email collection step), automatic company context, and an integrated portal experience where Chat sits alongside tickets and KB articles.

Advantages over Teams and Slack: No app installation required - Chat is just there when you enable it. Per-client flexibility lets you control exactly who sees Chat and with which responder (AI or simple Dialog - for Pro + tiers of Chat only).

What Teams and Slack have that UCP doesn't: Native mobile apps with push notifications, offline message queuing (UCP requires an active browser session), and native Adaptive Card rendering in Teams.

Verification

After completing both steps:

  1. Open your UCP portal as a client user (not as an admin)
  2. Confirm the chat bubble appears in the corner of the interface
  3. Click the bubble and verify the conversation starts
  4. Confirm the Dialog greets you by name - this means identity pass-through is working
  5. Submit a test issue and verify the ticket is created in your PSA with the correct contact and company

If you enabled Chat for specific clients only, also verify that clients without Chat enabled do not see the bubble.

Troubleshooting

The chat bubble doesn't appear in UCP. 

  • Check that Enable Chat is checked in your UCP Partner settings and that the Channel ID is entered correctly. Also confirm the channel is active in the CloudRadial Chat admin portal.

The Dialog doesn't greet the end user by name. 

  • Identity pass-through should be automatic, but verify the UCP user has a display name set in their profile. If the greeting is generic, check the conversation log by navigating to Conversations in the sidebar to see what identity data was received.

Chat appears for clients where it shouldn't. 

  • If you're using per-client configuration, verify the client-level settings. If Enable for all clients is toggled on, it overrides individual client settings.

The end user sees a verification prompt even though they're in UCP. 

  • This usually means the Allowed URL in the channel configuration doesn't match the actual UCP portal URL. Navigate to Channels in the sidebar, then select your UCP channel and double-check the Allowed URL - it should exactly match your portal URL including the protocol (https://). Even for custom branded domains, we recommend you set the URL to the primary domain that your UCP account was provisoned at to avoid any errors.

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