> For the complete documentation index, see [llms.txt](https://atlas.anywhere.now/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://atlas.anywhere.now/channels-integrations/cti-plugins.md). # Embed WebAgent in a CRM system (CTI) Configure CTI plugins that load WebAgent inside supported CRM systems. CTI plugins load WebAgent inside a supported CRM system. CRM Service is separate: it provides CRM information that can be displayed in WebAgent. Use this section when the administrator needs to embed or expose WebAgent inside a CRM interface. Use CRM Service guidance when the administrator needs WebAgent to retrieve or show CRM data. ## Before you begin Before configuring a CTI plugin: * Configure shared [WebAgent sign-in](/channels-integrations/webagent/configure-webagent-sign-in.md). * Configure shared [WebAgent service settings](/channels-integrations/webagent/configure-webagent-service-settings.md). * Confirm that WebAgent and the required CRM integration capability are enabled for the environment. * Confirm the [licensing prerequisites](#licensing-prerequisites), and ask your AnywhereNow representative to enable the corresponding CTI plugin for your WebAgent environment. * Confirm the current CRM version, integration framework, and vendor administration path with the CRM owner. * Plan validation in a non-production CRM environment before enabling the plugin for production users. {% hint style="warning" %} CRM administration screens can differ by vendor version and customer environment. Use the CRM vendor UI labels that are current for the customer environment. {% endhint %} ### Licensing prerequisites For Dialogue Cloud Neo, embedded WebAgent requires a valid WebAgent license and an entitlement to embed it in the CRM application. For DaVinci, Dynamics 365, SAP C4C, and ServiceNow, the embedding entitlement may be included in your subscription or provided through **PUL20, WebAgent add-on: CRM Embedded**. Salesforce and Bullhorn require either **PUL20, WebAgent add-on: CRM Embedded**, or **AW310 / AW310N, Salesforce and Bullhorn Premium Embedded Agent**, alongside a valid WebAgent license. Your subscription may already include the required licenses. Contact your AnywhereNow representative to confirm the applicable entitlement and enable the corresponding plugin before use. For on-premises licensing requirements or renewal questions, contact your AnywhereNow representative. The [CRM Service connector entitlement](/channels-integrations/crm-service.md#licensing-prerequisites) covers data retrieval, not WebAgent embedding. ## CTI plugin pages {% content-ref url="/pages/0lvuiUqnIqqjJ2T9VvH9" %} [Embed WebAgent in Bullhorn](/channels-integrations/cti-plugins/bullhorn.md) {% endcontent-ref %} {% content-ref url="/pages/omeJ22LWBFQweV9VObJW" %} [Embed WebAgent in DaVinci](/channels-integrations/cti-plugins/davinci.md) {% endcontent-ref %} {% content-ref url="/pages/Wb2f3q5uuhQeTRnuLo12" %} [Embed WebAgent in Dynamics 365](/channels-integrations/cti-plugins/dynamics-365.md) {% endcontent-ref %} {% content-ref url="/pages/Z9DXVa7aajWqKVtcuVDP" %} [Embed WebAgent in Salesforce Lightning](/channels-integrations/cti-plugins/salesforce.md) {% endcontent-ref %} {% content-ref url="/pages/ePptbMHAl4hSYBj3XaKR" %} [Embed WebAgent in SAP C4C](/channels-integrations/cti-plugins/sap-c4c.md) {% endcontent-ref %} {% content-ref url="/pages/qB98LIK2DEchIxW5Q3xG" %} [Embed WebAgent in ServiceNow](/channels-integrations/cti-plugins/servicenow.md) {% endcontent-ref %} ## Shared configuration areas Most CTI plugin configurations include these shared areas: | Area | Use | | ------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | | WebAgent URL or embedded app location | Points the CRM integration to the WebAgent instance for the environment. | | Provider URL parameters | Adds a provider-specific loader, target plugin, client identifier, or CRM-specific option to the WebAgent URL when that value is confirmed for the customer environment. | | Correlation identifier format | Controls how CRM records or activities are correlated with WebAgent interactions. | | Phone URI format | Controls how CRM phone-number links are passed to WebAgent calling behavior. | | Entity selection | Limits which CRM record types the embedded WebAgent integration uses for search or activity context. | | CTI actions or activity follow-up | Defines CRM-specific follow-up behavior after calls or interactions. | {% hint style="warning" %} Use provider-specific URL parameters only when product, support, or the CRM owner confirms them for the customer environment. If the WebAgent URL already contains a query string, append extra parameters with `&` instead of starting a second query string with `?`. {% endhint %} ## Phone-number URL formatting Use `phoneformat` only when CTI plugin phone-number links must be reformatted before WebAgent uses them. The parameter can apply to CTI plugin integrations such as Bullhorn, DaVinci, Dynamics 365, Salesforce, SAP C4C, and ServiceNow when that integration supports passing phone-number links to WebAgent. Allowed format characters are `N`, `n`, `+`, `-`, `(`, `)`, and spaces. URL-encode characters when the CRM URL requires it, especially `+` as `%2B` and spaces as `%20`. For example, `phoneformat=(nnn)%20nnn-nnnn` formats `+12345678901` as `(234) 567-8901` before the CTI plugin searches or passes the number. For the broader relationship between CTI URL formatting, WebAgent parsing, CRM Service recognition, and callback normalization, see **Phone-number formatting and normalization**. {% content-ref url="/pages/SVfbm8qnN8jL96ZNBHiv" %} [Phone-number formatting and normalization](/channels-integrations/setting-up-integrations/phone-number-formatting-and-normalization.md) {% endcontent-ref %} Keep CTI action and activity behavior scoped to the CRM and integration framework that supports it. Each provider page includes implementation-backed entity, search, activity, and create-record behavior where that plugin exposes it. Agent-facing call handling belongs in [Use WebAgent in a CRM system](/use/handle-conversations/webagent/use-webagent-in-crm.md). --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. 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