Papo Global Tutorial – CRM and Service Center > --- ## Tutorial goals * **Centralize** all channels and customer data. * **Organize** leads, people, companies, opportunities, tasks and notes. * **Automate** classifications and messages by funnel stage. > Pillars highlighted in the video: **centralization, organization and automation**. --- ## Prerequisites 1. Access to **Papo Global** with administrator permission for the workspace/organization. 2. Access to the **CRM** module. 3. (Optional) A **Google** account to connect **Calendar** and **Email**. --- ## Overview (what you will see) * **Multi-agent service center**: brings all your inboxes together in one place. * **CRM**: core objects (People, Companies, Opportunities, Tasks, Notes) + custom objects. * **Funnel** in **Kanban** or **Table** view, with **tags** and **stages**. * **Webhooks** and automatic messages when **moving cards** between columns. * **Workflows** (e.g., when a lead is added manually, send a form and create a Company/Person). * **AI Calendar/Self-scheduling** and **Google Calendar integration**. * **Members and Roles** (Admin vs. Member) and invitations by link or email. --- ## Step by step ### 1) Multi-agent service center 1. Open the **Multi-agent service center**. 2. **Add/manage your inboxes** (e.g., the channels you use). 3. Check that everything shows up in the same panel – this **centralizes service** and history. > Benefit: a single view to distribute conversations and feed the CRM. --- ### 2) CRM structure 1. Open **CRM** → review the **People, Companies, Opportunities, Tasks, Notes** objects. 2. Go to **Data Model** to **create extra objects** if needed (e.g., *Surveys*). 3. Adjust the **fields** to match your process. You can **show/hide** and reorder fields. > Tip: define field and stage names from the start to avoid rework. --- ### 3) Lead qualification (AI or manual) 1. In the **CRM**, turn on **Artificial Intelligence** to **automatically categorize** your leads (e.g., to identify *hot customers*). 2. Alternatively, **categorize them manually**. 3. Use **Tags** to mark context (source, priority, persona, stage, etc.). > Important: keep tags/stages **consistent** – as mentioned in the video, certain values must be **exactly the same** as the names used in the funnel ("the same hashtag is the column value"). --- ### 4) Funnel in Kanban (or Table) 1. In the **Opportunities** module, choose the **Kanban** or **Table** view. 2. **Drag cards from left to right** to reflect progress in your process. 3. Set up the **text/message** that should be sent **when the card is moved** (see Step 5 – Webhook). > Common practice: *New → Contacted → Proposal → Closing*, adapting the names to your own stages. --- ### 5) Automation when moving stages (Kanban General Webhook) **Goal**: when you move a card to the next column, **send an automatic message** and **update data**. 1. On the **Kanban** screen, copy the **General Webhook** provided. 2. Go to **CRM → Settings → Webhook**. 3. Click **Create** (even if one already exists, create a sample one for testing) and **paste the webhook URL**. 4. **Set the event** related to **stage movement** (when the card is dragged). 5. Configure the **predefined message** that should be sent when the card moves forward. 6. Make sure the **values/hashtags** used in the webhook **match exactly** the **column names** in your Kanban. 7. Save and **test** by moving a card **from left to right** – the message should be sent. > If it does not fire: check the URL, the selected event, permissions and **whether the column/hashtag value is 100% identical** to the Kanban. --- ### 6) Visible fields and useful shortcuts 1. Customize the **visible fields** in Opportunities (e.g., remove *Company* or *Close Date* if they do not make sense for you). 2. In **Hidden Fields**, add a **shortcut field** such as **"Link to Chat"**. 3. Result: when you **click** it, the chat related to that lead/customer **opens instantly**. --- ### 7) Ongoing campaigns and priority 1. Keep your **campaigns running 24/7** for lead capture and nurturing. 2. With **AI + tags**, identify **who is hot** and prioritize contact. 3. **Guide the sales team** with views/filters that make **the next steps** clear. --- ### 8) Tasks, Attachments and Notifications 1. In **Tasks**, click **Add Task** (e.g., *Meeting*). 2. **Assign an owner** (e.g., *Marcos*). The owner receives a **notification**. 3. **Attach files** relevant to the task. 4. Track in **Tasks** what is due, completed and pending. 5. Use **Notes** to record learnings and decisions. --- ### 9) Calendar and AI Self-scheduling 1. In the **Companies** module (and/or in the system calendar), **connect your Google Calendar**. 2. Turn on **AI Self-scheduling** (the system suggests and books time slots automatically). 3. With the Calendar connected, appointments **show up automatically** in the CRM. > Remember to authorize access to your Google account during the connection. --- ### 10) Workflows (practical example from the video) Create a flow like the one demonstrated: 1. **Trigger**: new **manual lead**. 2. **Action**: **send a form** to the lead. 3. **Action**: **create a Company** for this lead. 4. **Action**: **create a Person** linked to the Company. 5. **Adjust** the next steps to your operation (sending a proposal, tasks, etc.). > You can orchestrate this through **Workflows** and/or with **n8n** via API, as shown. --- ### 11) Profile and Experience settings 1. In **Profile**, update your **photo, name, email and password**. 2. In **Experience**, adjust the **theme (light/dark)**, **time zone** and **language**. --- ### 12) Accounts and Email 1. In **Accounts**, **sign in with Google**. 2. Complete the **email connection** so messages **arrive directly** in the system. --- ### 13) Members, Roles and Permissions 1. In **Members**, click **Invite** to generate an **invitation link** or send it by **email**. 2. Set **Roles**: **Administrator** (broad access) or **Member** (restricted access). 3. Adjust the **rules/permissions** for what each profile **can** or **cannot** do. --- ## Best practices * **Name Kanban columns/stages** carefully and **standardize** them. * Keep **tags short and consistent** (source, segment, priority, stage). * **Test webhooks** in a sample environment before going live. * **Use hidden fields** for shortcuts (e.g., opening the chat) and auxiliary data. * Keep **campaigns always-on** and **filter hot leads** for quick action. * Centralize all communication in Papo for a **complete history**. --- ## Troubleshooting (quick FAQ) **Message not sent when moving a card in the Kanban?** * Check the **webhook URL**, the **event** and **permissions**. * Confirm that the stage **value/hashtag** is **identical** to the column name. **Tag not categorizing correctly?** * Check **spelling** and **upper/lower case**. Align it with the funnel standard. **Calendar not syncing?** * Reconnect **Google Calendar** and make sure permissions are granted. **Owner did not receive the task notification?** * Confirm the **owner**, the registered **email** and the role's **permissions**. **Emails not showing up in the CRM?** * Sign in with **Google** again in **Accounts** and review the access authorizations. --- ## Deployment checklist * --- ## Video map (for quick reference) * **00:00–00:40** Introduction and overview of what will be shown. * **00:42–01:00** Multi-agent service center (unified inboxes). * **01:03–01:43** CRM and categorization (AI or manual). * **03:01–05:29** Kanban + **General Webhook** + **automatic message** when moving. * **06:00–06:29** 24/7 campaigns, hot leads and process overview. * **09:02–09:41** Visible/hidden fields; **"Link to Chat" shortcut**. * **12:09–12:46** **Tasks** (create, owner, attachments) + **Notes**. * **14:39–15:16** **Companies**: emails and **Calendar**. * **15:01–15:11** **AI Self-scheduling** + connecting Google Calendar. * **16:11–16:29** **Workflows** (manual lead → form → Company → Person). * **17:02–17:20** **Profile/Experience** (theme, time zone, language). * **17:26–17:37** **Accounts**: Google connection for **emails**. * **18:03–18:51** **Members**: invitation by link/email; **Roles** and permissions. * **21:03–21:17** Wrap-up and pillars: **Centralization, Organization, Automation**. --- ### Conclusion With these steps, you reproduce the exact flow of the video in **documentation** format: from centralized service to funnel automation, including tasks, notes, calendar, workflows and team management. Adapt the names/stages to your own rules and standardize tags to achieve **predictability** and **scale** in your sales process. --- **[Start free on Papo Global →](https://chat.papo.global/app/auth/signup?utm_source=helpcenter&utm_medium=article&utm_campaign=crm-kanban-overview-papo-global&utm_content=en)** First user $0, no credit card. Learn more at [papo.global](https://papo.global).