📇 Documentation: CRM

📇 Definition — CRM

The CRM brings your contacts and customers together in one place, with their full history (calls, messages, tickets and deals). From a contact card the agent can call and message in one click, schedule appointments and work call campaigns — all from the portal.

🗺️ Diagram — how it works

The agent opens the contact card and from there calls, messages, schedules or runs campaigns.

Origin: each agent confirms their extension and origin numbers in My settings; messages go out from the client number/account and stay in the inbox.

📘 Explanation (step by step)

1. In CRM → Clients search by name, phone or email and open the contact (360° view).
2. Use the 📞 Call, 💬 SMS, 🟢 WhatsApp or ✉️ Email buttons; in the composer you can pick a template and edit the message.
3. In Calendar schedule an appointment: summary, recurrence, guests and attachments; pick the medium (in-person, call, video or email).
4. In Campaigns import a CSV and use the dialer: the contact appears, you call and log the disposition; see the effectiveness in Results.
5. Confirm your extension and origin numbers in ⚙ My settings.

The whole contact history stays together: whatever you call, write or schedule shows up in their timeline.

🎬 Video: a tour of the CRM

About three minutes: how to sign in securely, the contact list, importing and creating, the 360 record with its timeline, writing to a customer without leaving the CRM, and the calendar with appointments and participants. It is narrated: turn the sound on.

Sample data with fictitious names, numbers and emails. The CRM pages themselves are in Spanish; the narration explains them in English. Below, the same screens explained point by point.

👥 The contact list

The CRM home: every contact and company of your business.

Sample data: user, company, contacts, numbers and emails are fictitious (.example domains and phone numbers from ranges that cannot be assigned). The CRM pages themselves exist only in Spanish — only the surrounding menu and header are translated. Tap the image to see it full size.

1. 1
   Pipeline and duplicates

   Pipeline shows deals by stage and Duplicates helps merge repeated contacts.

2. 2
   Import, export and create

   Import from a CSV, export the list, adjust your settings and create a new contact.

3. 3
   Totals

   Contacts, active, prospects and companies.

4. 4
   Filter by status

   All, active, prospects, inactive or blocked, with the count of each.

5. 5
   Search

   By name, phone or email.

6. 6
   The table

   Contact, company, main phone and email.

7. 7
   Tags

   Free labels to group contacts, for example «VIP» or «Wholesale».

8. 8
   Status

   Active, prospect, inactive or blocked.

9. 9
   Last interaction

   The date of the last contact on any channel.

10. 10
    Actions

    One-click call, SMS, WhatsApp and email, View the record, or delete.

📥 Importing contacts

To load at once the contacts you already have in a spreadsheet.

Sample data: user, company, contacts, numbers and emails are fictitious (.example domains and phone numbers from ranges that cannot be assigned). The CRM pages themselves exist only in Spanish — only the surrounding menu and header are translated. Tap the image to see it full size.

1. 1
   Import

   Opens the import panel.

2. 2
   The CSV file

   Pick the file exported from your spreadsheet; the panel shows which columns it recognizes.

3. 3
   Upload and import

   Loads the contacts into your CRM.

➕ Creating a contact

The minimum to start working with a customer.

Sample data: user, company, contacts, numbers and emails are fictitious (.example domains and phone numbers from ranges that cannot be assigned). The CRM pages themselves exist only in Spanish — only the surrounding menu and header are translated. Tap the image to see it full size.

1. 1
   Name

   The person name.

2. 2
   Company

   The company they belong to.

3. 3
   Job title

   Their role, optional.

4. 4
   Status

   Active or prospect, for example.

5. 5
   Phone

   With the country code.

6. 6
   Email

   Their email address.

7. 7
   Create contact

   Saves it and opens the record.

🧾 The 360 contact record

Everything about one customer on a single screen.

Sample data: user, company, contacts, numbers and emails are fictitious (.example domains and phone numbers from ranges that cannot be assigned). The CRM pages themselves exist only in Spanish — only the surrounding menu and header are translated. Tap the image to see it full size.

1. 1
   Back

   Returns to the contact list.

2. 2
   Header

   Name, company, job title, status and tags.

3. 3
   Create ticket

   Opens a Help Desk case already linked to this contact.

4. 4
   Details

   Name, company, job title and status, editable. Save applies the changes.

5. 5
   Identities

   All their phones, WhatsApp numbers and emails. Add a new one below.

6. 6
   Quick actions

   Call, SMS, WhatsApp or email that identity. Only the contact registered details are used.

7. 7
   Tags

   Add or remove tags.

8. 8
   Tasks

   Follow-ups with a date and an owner from your team; overdue ones show in red.

9. 9
   Notes

   Internal notes; they can be pinned to the top.

📁 The contact tickets, appointments and deals

Further down the record, everything in progress with that customer.

Sample data: user, company, contacts, numbers and emails are fictitious (.example domains and phone numbers from ranges that cannot be assigned). The CRM pages themselves exist only in Spanish — only the surrounding menu and header are translated. Tap the image to see it full size.

1. 1
   Tickets

   Their Help Desk cases, with status and priority.

2. 2
   Appointments

   Appointments booked with them; + Book appointment opens the calendar.

3. 3
   Deals

   Sales opportunities with stage and amount.

4. 4
   Custom fields

   The business-specific fields you defined.

🕒 The timeline

The customer full history across every channel, in order.

Sample data: user, company, contacts, numbers and emails are fictitious (.example domains and phone numbers from ranges that cannot be assigned). The CRM pages themselves exist only in Spanish — only the surrounding menu and header are translated. Tap the image to see it full size.

1. 1
   The timeline

   Every interaction with its date, channel and who did it.

2. 2
   WhatsApp

   Messages sent and received.

3. 3
   Calls

   Calls with the extension that handled them.

4. 4
   Notes

   The team internal notes.

5. 5
   Email

   Emails sent and received.

⚡ Sending a message from the record

Quick actions open this window without leaving the CRM.

Sample data: user, company, contacts, numbers and emails are fictitious (.example domains and phone numbers from ranges that cannot be assigned). The CRM pages themselves exist only in Spanish — only the surrounding menu and header are translated. Tap the image to see it full size.

1. 1
   To whom

   The channel and the contact with their number or email.

2. 2
   Template

   Your company saved replies, so you do not start from scratch.

3. 3
   Message

   The text to send.

4. 4
   From which account

   It goes out from a number or account of your company and stays in the module inbox.

5. 5
   Send

   Sends it and logs it in the timeline.

📅 The calendar

CRM tasks and appointments in one place. It opens from a contact record.

Sample data: user, company, contacts, numbers and emails are fictitious (.example domains and phone numbers from ranges that cannot be assigned). The CRM pages themselves exist only in Spanish — only the surrounding menu and header are translated. Tap the image to see it full size.

1. 1
   Navigate

   Previous month, next month and Today.

2. 2
   Views

   Day, week, month or agenda.

3. 3
   Mine or the team

   Only your appointments or the whole team.

4. 4
   CalDAV

   Shows whether sync with your external calendar is working.

5. 5
   Book appointment

   Creates a new appointment.

6. 6
   Calendars

   Personal and shared calendars (for example Sales or Support), to show or hide them.

7. 7
   The month

   Each appointment and task on its day, with its time and color.

8. 8
   Today

   The current day highlighted.

9. 9
   Colors

   Appointment, done, task, task due today, overdue task and email.

10. 10
    Next 30 days

    The agenda as a list, with the video call link when it applies.

✏️ Inside an appointment

Tapping an appointment opens it for editing.

Sample data: user, company, contacts, numbers and emails are fictitious (.example domains and phone numbers from ranges that cannot be assigned). The CRM pages themselves exist only in Spanish — only the surrounding menu and header are translated. Tap the image to see it full size.

1. 1
   Tabs

   Details, participants and attachments.

2. 2
   Title

   What the appointment is about.

3. 3
   Contact

   One of your company contacts.

4. 4
   Calendar

   Which calendar it goes in: personal or a shared one you can write to.

5. 5
   Time

   Date, start and end time, or all day.

6. 6
   Mode

   In person, phone call or video call.

7. 7
   Video room

   For video calls the meeting link is created.

8. 8
   Reminder

   A reminder to the contact by email, SMS or WhatsApp before the appointment.

9. 9
   Status

   Scheduled, done or cancelled.

📨 Inviting participants

For appointments with more people: the invitation is sent and you see who accepted.

Sample data: user, company, contacts, numbers and emails are fictitious (.example domains and phone numbers from ranges that cannot be assigned). The CRM pages themselves exist only in Spanish — only the surrounding menu and header are translated. Tap the image to see it full size.

1. 1
   Participants

   The guests tab.

2. 2
   Emails

   The guests emails, separated by commas.

3. 3
   Replies

   Who accepted and who is pending.

4. 4
   Comment

   A message included in the invitation.

5. 5
   Save changes

   Saves the appointment and sends the invitations.