CRM and sales

Everything about the Papo Global CRM Kanban

https://www.youtube.com/watch?v=MkcRiRiBUW4 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 → First user $0, no credit card. Learn more at papo.global.