How to read this pageEach field explains what it is for, what to enter and an example. If your company does not use a feature, that field may not appear for your profile.
1. What CRM and Omnichannel are for
CRM organizes relationships and opportunities. Omnichannel organizes conversations from customer service and sales channels.
Contact→Opportunity→Pipeline→Activity→Sale / follow-up
Message→Queue→Agent→Reply→Transfer / completion
2. Pipeline and Kanban: fields and use
A pipeline represents the commercial journey. Stages show where each opportunity is.
| Field | What it is / why it exists | What to enter | Example / rule |
|---|---|---|---|
| Pipeline name Required | Name of the commercial process. | Use a name the team recognizes. | Example: B2B Retail Sales. |
| Contact When applicable | Person linked to the opportunity. | Select the correct contact. | Supports history and communication. |
| Company When applicable | Company linked to the opportunity. | Select for B2B opportunities. | Can be different from the contact. |
| Stage Required | Current position of the opportunity. | Choose the stage that matches reality. | Example: Proposal sent. |
| Source Optional | How the opportunity entered the funnel. | Fill it in when the company tracks sources. | Example: WhatsApp, referral, website. |
| Name When applicable | Short opportunity title. | Use a title that identifies the negotiation. | Example: ACME contract renewal. |
| Order / position Optional | Visual order within a stage. | Usually managed by Kanban. | Use according to the process. |
3. Omnichannel Inbox: filters and fields
The inbox shows conversations the user is allowed to handle according to queue, channel and assignment rules.
| Field | What it is / why it exists | What to enter | Example / rule |
|---|---|---|---|
| Status Optional | Filters conversations by state. | Choose the state you want to review. | Example: open. |
| Search Optional | Finds conversations by phone, ID, name, e-mail or contact. | Type part of the known data. | Useful when the customer contacts you through another channel. |
| Assignee Optional | Filters by the assigned agent. | Choose a user when needed. | Useful for supervisors. |
| Queue Optional | Shows conversations from a specific team/queue. | Choose Sales, Support, etc. | Access depends on permission. |
| Channel account Optional | Filters by the connected number/account/channel. | Choose when the company uses multiple channel accounts. | Example: Sales WhatsApp. |
4. Conversation: reply, assign and transfer
The conversation controls ownership so two agents do not reply at the same time.
| Field | What it is / why it exists | What to enter | Example / rule |
|---|---|---|---|
| Contact Optional | Links the conversation to a known person. | Associate it when the contact can be identified. | Avoids fragmented history. |
| Target user When applicable | Agent who will receive a transfer. | Select an eligible user. | Depends on queue/permission. |
| Target queue When applicable | Queue that will receive the conversation. | Choose when another team should take over. | Example: After-sales. |
| Reason Optional | Explains why the conversation was transferred. | Write a short useful explanation. | Example: product warranty. |
| Message When applicable | Text sent to the customer. | Write the final answer before sending. | Review names, amounts and personal data. |
5. Queue and channel administration
A queue defines who serves, priority and how many simultaneous conversations a person can receive.
| Field | What it is / why it exists | What to enter | Example / rule |
|---|---|---|---|
| Name Required | Queue name. | Use the team or purpose name. | Example: Sales. |
| Routing strategy When applicable | Rule used to distribute conversations. | Choose the strategy adopted by the company. | Must match team workflow. |
| First-response SLA Optional | Expected time to first reply. | Enter minutes. | Example: 10. |
| Priority Optional | Relative queue priority. | Set according to service policy. | Higher priority receives earlier attention. |
| Active queue When applicable | Controls whether the queue receives new conversations. | Keep active while the team operates. | Disable without deleting history. |
| Member / user When applicable | Person who participates in the queue. | Select an authorized user. | A user may participate in more than one queue. |
| Role When applicable | User's function inside the queue. | Choose according to the team model. | Example: agent/supervisor. |
| Maximum conversations Optional | Concurrent conversation limit per user. | Set a safe workload. | Prevents overload. |
| Channel display name Optional | Friendly name for the channel account. | Use a name the team recognizes. | Example: Downtown Store WhatsApp. |
6. CRM automations
Automations perform repetitive actions under configured rules.
| Field | What it is / why it exists | What to enter | Example / rule |
|---|---|---|---|
| Name Required | Identifies the automation. | Use a name that explains its purpose. | Example: Alert lead without follow-up. |
| Definition When applicable | Structured set of permitted triggers and actions. | Only technical administrators should edit it when the UI requires JSON. | Validate before enabling. |
For regular usersYou do not need to understand JSON. If your company uses automations, the administrator should deliver them already configured.