CRM V2
Create the Chat Resolution Form
Last Updated: June 1, 20261. Go to Menu → Departments 2. Click the Chat Resolution Form Icon 3. Enter Form Header Text (title shown to agents) 4. Enter Submission Button Text (e.g., Resolve Chat) 5. Enable Mandatory Option (if form must be filled before closing chat) 6. Click Add Fields 7. Choose Field Type: 8. Enter Field Label (e.g.,...
Canned Reply Or Quick Reply
Last Updated: June 1, 2026Canned Replies & Quick Replies 1. Go to CRM → Canned Replies 2. Click Add New Reply 3. Enter Reply Name and select Channel 4. Choose Canned Reply or Quick Reply 5. Add your Message Text (and buttons if needed) 6. Click Save Use in Live Chat
Agent Creation & Scheduling for Departments
Last Updated: June 1, 2026Agent Creation & Schedule Setup 1. Go to Menu → Departments 2. Click Add Member in your department 3. Select a Team Member 4. Choose Role: Chat Agent or Manager 5. (Optional) Add Agent Tags (skills/language) 6. Click Save to create the agent 7. Click View Agents → Calendar Icon 8. Set Agent Status (Available/Inactive)...
CRM Triggers
Last Updated: June 1, 2026How to send data to a Webhook URL when a contact is created / custom field is updated ?
Department Schedule Overview
Last Updated: June 1, 2026Department Schedule & Status 1. Go to Menu → Departments 2. Click the Schedule Icon of the department 3. Set Time Zone (e.g., US, India, etc.) 4. Select Work Days (Mon–Fri, etc.) 5. Define Working Hours (Start & End time) 6. Choose Apply Option: 7. Click Save.
Run a Drip Campaign and Update it in Boards
Last Updated: June 1, 2026Step 1: Create a Workflow Step 2: Create CRM Trigger Now, whenever that super field (lead stage) is updated, the workflow will trigger automatically. Step 3: Capture & Test Data Step 4: Create Stage-Based Filters Add a Router and create filters for each stage: Make sure the stage name matches exactly (case-sensitive) with the board...
Department Strategies Overview
Last Updated: June 1, 20261. Go to Menu → Departments → Strategy Icon 2. Choose Assignment Type 3. Select Assignment Pool 4. Filters decide eligibility: 5. Choose Assignment Strategy:
Create and Manage Cards
Last Updated: June 1, 2026A Card represents a single lead, task, or deal inside your CRM board. It moves across different stages like New → Scheduled Visit → Visit Done → Won. Step 1: Create a Card Layout You can customize button size, color, and card design. Step 2: Add Filters (Optional) Step 3: Add Contact to Board Step...
Create a Department
Last Updated: June 1, 20261. Go to Menu → Departments → Departments 2. Click Add New Department 3. Enter Department Name (e.g., Operations) 4. Add a Description to define its purpose 5. Add Keywords (e.g., Help, Support) for automation triggers 6. (Optional) Set as Default Department 7. Configure Access Permissions (status update / schedule control) 8. Click Save After...
Department Setup & Management
Last Updated: June 1, 2026Departments — Quick Overview 1. A Department helps organize chats based on teams like Sales, Support, Operations, etc. 2. It ensures the right chats go to the right team instead of mixing everything together. 3. Departments solve 3 main problems: 4. One business can create multiple departments. 5. Each department can have multiple agents with...