# Integrate voice and chat with UJET > Connect with customers using your UJET account to provide streamlined customer support over voice and chat channels. Source: https://help.kustomer.com/en_us/integrate-voice-and-chat-with-ujet-BJwihhGM Last updated: 2024-10-09T13:42:46.361Z Connect with customers using your [UJET](https://ujet.co/resources/#integration-guides) account to provide streamlined customer support over voice and chat channels. The UJET voice and chat channels integrate into the Kustomer timeline to allow your sales and support teams to view, search, and report on historical call and chat data. This article describes key integration features and shows you how to install and configure the UJET app in the Kustomer App Directory. You can learn more about voice channel integrations in [Voice channel integrations in Kustomer](https://kustomer.kustomer.help/en_us/voice-channel-integration-overview-ry09ZI2Gz). **Who can access this feature?** **User types** Admins can set up this integration. ### In this article * [Prerequisites](#prerequisites) * [How does UJET work with Kustomer?](#features) * [App installation and configuration](#installation) * [Create a Kustomer API key](#create-api-key) * [Route UJET calls to your agents](#route) * [Make and receive calls](#calls) * [Troubleshooting](#troubleshooting) ### Prerequisites To install the UJET app on your Kustomer organization, you will need the UJET subdomain for your organization. Example: <**subdomain**\>.ujet.co. ### How does UJET work with Kustomer? The key features of this integration include the following: * **UJET call and chat access**: The integration allows agents to access the UJET widget directly from Kustomer. Agents can log into UJET and accept calls and chats from their Kustomer workspace. * **Automatic call and chat logs**: When agents receive calls through the UJET widget, Kustomer automatically creates and logs new customers and conversations. This allows agents to view, search, and report on call and chat data. Learn more about [UJET integration features](https://ujet.co/integrations/kustomer-crm/) on the UJET website. ### App installation and configuration To integrate UJET with Kustomer, install the UJET app from within the Kustomer App Directory. 1. Go to **Apps**![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/ce555af1155f5111bbbd54f1f4e6072c.png), search for **UJET** in the App Directory, and then select **Install**. 2. Enter the subdomain of the UJET URL for your organization. Example: ****.ujet.co. ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/12617e87b3d71e86d8be8a26e15b8802.png) 3. Select **Install**. **Note:** A UJET subdomain can be only configured with one Kustomer instance at a time. If you plan to test UJET integration on a sandbox org, you will need to update these settings to use your production org subdomain to deploy this feature in your organization. You can update the subdomain at any time by going to **Apps**![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/6a1652c98156f698390ae442ccf27d17.png) and select **UJET** in the sidebar. ### Create a Kustomer API key After you install the app, create a Kustomer API key and add it to your UJET account. 1. In Kustomer, go to **Settings****![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/8491d71a713f38d633a4ab81b2f87ab0.png)**and select **Security > API Keys**. 2. Select **Add** **API Key**. 3. Enter the following information:  * **UJET** in the name box  * **org.admin** and **org.user** in the Roles drop-down menu * **No expiration** in the Expires (in days) drop-down menu. 4. Select **Create** and copy the token. You will not be able to view this token again once you close this window so be sure to save it in a secure location. You will need to paste it in the following steps. 5. Log in to your UJET account and go to **Settings > Developer Settings**. 6. Select **Kustomer** in the _Agent Platform_ section and paste the Kustomer token you created in the Access Token box.  7. Select **Save Changes**. Before testing this integration, you will need to force reload the page in your browser to apply and display app settings changes in Kustomer. To force reload the page in Google Chrome, you can use either **Shift** + **Reload this page** (⟳) or **⇧⌘****R** on macOS, and you can use either **Ctrl** + **Reload this page** (⟳) or **Ctrl** + **F5** on Windows. Once the UJET app is configured, your team can go to **Widgets**![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/0e2f841b78fa21b70a566f5e1b99afe2.png) on the navigation bar, and then select the appropriate voice or chat widget to log in and access their UJET voice and chat accounts in Kustomer. **Note:** If you already have a separate UJET Voice app or UJET Chat app installed to your Kustomer organization, you can install the UJET app and contact [support@kustomer.com](mailto:support@kustomer.com) to remove the previous integrations from view. ### Route UJET calls to your agents In order for agents to be able to make and receive UJET calls inside of Kustomer, they must first be added to a voice team that has the UJET setting turned on.  1. Go to **Settings![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/a154258ef67f81ace19f181313b315ed.png)**and select **Users > Teams**. 2. Create a new team, or select **Edit** ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/3b3d304d7ac552b0cb940e5943758517.png) for an existing team. 3. Select the **Routing Profile** tab. 4. If not already turned on, select the **Enable Team Routing** toggle. 5. Select **UJET** from the External Queues drop-down. ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/6c7b0dd4a692720bef4df16e82a56d98.png) 6. Select **Save Changes**. ### Make and receive calls Now, your agents can make and receive calls through UJET. Agents that are currently in an Available state while on a voice team can dial the number directly in the UJET widget, or they can select the number while viewing a customer's details. ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/9a381178990be9561c748fd64377ea13.png) ### Troubleshooting **Calls threading into existing conversations** If you don't want calls to thread into existing conversations, you can change these settings on the UJET site under **Settings > Operations Management > General > CRM Record Creation Details**. To avoid threading calls, uncheck _Append call or chat session to latest **open record** in the **same leaf queue**_.![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/ac889958d67ab7f1130a01c5f18c260a.png) **Calls stuck in the "Call in Progress" status** If you see calls getting stuck in the status "Call in Progress" while no agent is on the call, this can be remedied on the UJET site under **Settings > Operations Management > General > Flexible Accounts/Record Assignment > Customer Abandoned Details**. When a call is abandoned, you can set a threshold to ignore calls under a certain time length. Uncheck these settings to prevent abandoned calls from creating a conversation in Kustomer. ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/864a3b81266badd50a69eabf33a24d7e.png)![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/388ddf39ce69c12a0ac84b153541c369.png) **Unable to listen to recording** If you cannot access a voicemail recording, try updating your browser to the latest version and clear your browser's cache and cookies. * [Update Chrome](https://www.google.com/chrome/update/) * [Update Firefox](https://support.mozilla.org/en-US/kb/update-firefox-latest-release) * [Clear cache and cookies on Chrome](https://support.google.com/accounts/answer/32050?hl=en&co=GENIE.Platform%3DDesktop) * [Clear cache and cookies on Firefox](https://support.mozilla.org/en-US/kb/clear-cookies-and-site-data-firefox#w_clear-all-cookies-site-data-and-cache)