Synapse is Papo's (https://papo.global/) intelligence module that functions as a customer radar and an advanced search tool for conversation history. It's designed to automatically analyze all interactions, identify which customers need immediate attention, and allow you to uncover business opportunities or churn risks that would otherwise be lost among thousands of messages.
Over time, customer conversation history becomes a goldmine of information. However, without the right tools, this valuable data remains inaccessible. Synapse solves this problem by using artificial intelligence to scan, interpret, and organize this information, transforming your service history into an active source of business intelligence.
It has two main functionalities that work together to give your team a strategic advantage: the Customer Radar and History Search.
| Functionality | What it does | What it's for |
|---|---|---|
| Customer Radar | Lists customers who need attention, ordered by criticality. | Prioritize follow-ups, prevent customer loss (churn), and identify sales opportunities or proactive support. |
| History Search | Allows searching for specific terms across the entire conversation history. | Find mentions of products, competitors, technical issues, or purchase intentions in any conversation. |
How Synapse Helps Find Opportunities
In a busy operation, it's impossible for a human to read every message exchanged to identify patterns or opportunities. Phrases like "I'm thinking of upgrading," "your competitor offered me this," or "I've had this problem for days" often get lost in the daily volume of conversations.
Synapse acts as an intelligence layer over your unified inbox. It reads and analyzes the content of conversations across all channels connected to Papo (WhatsApp, Instagram, etc.) to identify important signals. Based on this analysis, it feeds its two main tools, ensuring that no crucial information goes unnoticed.
Using the Customer Radar to Prioritize Service
The Customer Radar is your daily, AI-generated priority list. Instead of your team having to randomly decide who to call or which conversation to resume, the radar presents an ordered list of contacts who need the most attention, from most to least critical.
"Criticality" is determined by AI based on a combination of factors, such as:
- Signs of dissatisfaction: Mentions of problems, complaints, or words indicating frustration.
- Sales opportunities: Customers who have mentioned interest in new products, services, or upgrades.
- Churn risk: Contacts who have mentioned cancellation or who have gone a long time without interacting after a negotiation.
- Lack of response: Leads who asked an important question and did not receive an adequate follow-up.
By starting the day by looking at the Customer Radar, your team can act proactively, contacting the right people at the right time, whether to resolve a problem before it escalates or to close a sale that might otherwise cool off.
Performing Smart Searches in Conversation History
Synapse's second function is a powerful search that goes beyond simply finding a contact. It allows you to search for keywords or phrases within your entire conversation history.
This opens up a range of possibilities for sales, marketing, and support.
Examples of use:
- Sales: Search for "quote" or "proposal" to find all customers who requested a quotation in recent months and follow up.
- Marketing: Search for a competitor's name to understand what your customers are saying about them and how your offering compares.
- Customer Success: Look for terms like "cancel" or "dissatisfied" to identify at-risk customers and act preventively.
- Product Development: Search for "I wish it had" or "suggestion" to collect valuable feedback directly from customers.
This functionality transforms your chat history from a simple archive into a searchable and strategic database.
Frequently Asked Questions (FAQ)
What's the difference between normal contact search and Synapse search?
The normal search in Papo's CRM allows you to find a specific contact by name, phone, or email. Synapse's search is deeper: it searches the content of all conversations, allowing you to find mentions of specific terms within the dialogue with customers.
How does Synapse define a customer as "critical"?
The platform uses artificial intelligence to analyze various signals in conversations, such as expressed sentiment (positive, negative, neutral), the use of keywords related to problems or opportunities, contact frequency, and the time since the last interaction. The combination of these factors generates a score that orders customers on the radar.
Does Synapse work for all channels (WhatsApp, Instagram, etc.)?
Yes. As Synapse operates on Papo's unified database, it analyzes conversations from all channels you've connected to your inbox, providing a complete and centralized view.
Do I need to configure anything for Synapse to work?
No. Synapse is designed to work automatically, leveraging the conversation history already present in your Papo account. It begins analyzing data as soon as interactions occur, with no manual configuration required.
Does Synapse use customer tags?
Synapse works independently, but its results can be even more powerful when combined with the tagging system. For example, you can use Synapse to find everyone who mentioned "upgrade" and then filter those results to see only those with the "Basic Plan Customer" tag, creating a perfect list for an upsell campaign.
Start for free and uncover hidden opportunities →
Papo offers your first user for free so you can organize your customer service and test the power of AI.