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Using the Main Features of the Multi-Agent Service Center

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Vitor

Vitor

Last updated on Oct 1, 2026

In this tutorial, we will explore the essential features of the CRM so you can start using the tool efficiently and in an organized way for customer service.

1. Main Menu

In the left-hand panel, you will find the main options:

  • Conversations: Access all interactions with your customers.

  • Contacts: Manage customer information.

  • Reports: See your customer service performance.

  • Campaigns: Send automated messages to leads.

  • Help Center: Access tutorials and help.

  • Settings: Manage teams and inboxes.

2. Managing Conversations

  • Pending: Mark conversations as "pending" when a customer is still waiting for a reply. To do this, right-click the conversation and select "Mark as pending".

  • Resolved: When the service is finished, right-click and select "Mark as resolved". The conversation will be moved to the resolved tab.

  • Snoozed: If you need to reply to a customer later, right-click and choose "Snooze". Set the time to return to the conversation.

3. Assigning Conversations to Team Members

You can assign conversations to team members in two ways:

  • Right-click the conversation, select "Assign agent" and choose the team member responsible.

  • If you reply to the conversation, it will be automatically assigned to you.

4. Adding Information to the Contact

  • If you want to add notes about the customer, click "Edit Contact", enter the information you want, and it will be recorded in the customer's history.

5. Labels

Use Labels to organize your customers:

  • To create a new label, go to Labels, click "Add label", set a name (e.g. "Hot Lead") and choose a color.

  • To assign a label to a customer, right-click the conversation and select "Assign label".

  • You can filter customers by label, such as "Quote", "Hot" or "Cold", by clicking the corresponding label.

6. Sending Messages

  • To send a new message to a customer, go to Contacts, select the contact, click "New message", choose the WhatsApp number and type your message.

7. Reports

In the Reports tab, you can monitor:

  • The number of open, pending and resolved conversations.

  • Response time and team member performance.

8. Help Center

The Help Center lets you create a space with tutorials and frequently asked questions to help your team learn to use the CRM on their own.

With these steps, you will be ready to use the basic features of the CRM and improve your team's service efficiency. Remember to always reply through the CRM so that the service bot is paused automatically.

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