Getting started
By Vitor
By Vitor
How to create your Papo Global account and get started
To create your Papo Global account (papo.global), open the "Create your free account" screen, sign in with Google or fill in your name, email, WhatsApp number and password, answer a simple addition question and click "Create account and get started". No credit card is needed, and the account opens with a sales pipeline, a project and an email sequence ready to edit. What the sign-up form asks for | Field | What to enter | |---|---| | Your name | Your full name | | Email | The email you will use to log in | | WhatsApp / phone | Your number with area code (required) | | Password | At least 6 characters, with an uppercase letter, a lowercase letter, a number and a special character | | Verification | A simple sum, for example "What is 3 + 4?" | If you prefer, use the Continue with Google button at the top of the form and skip typing your name, email and password. Step by step 1. Open the sign-up link at the end of this article. The screen shows the title Create your free account. 2. Pick your language in the Language selector if you want. 3. Click Continue with Google or fill in Your name, email, phone and password. 4. When you click the password field, a list of requirements appears. Each item is checked off once it is met. 5. Answer the verification question (What is … + …?). 6. Click Create account and get started. You go straight to the dashboard. If a notice in the dashboard asks you to confirm your email, open the message in your inbox and click the link. What a new account already includes | Module | What is created automatically | |---|---| | Kanban | A pipeline named Vendas (Sales) with the stages Novo Lead, Em Contato, Negociação and Fechado (New lead, In contact, Negotiation, Closed) | | Projects | A project named Departamento Comercial (Sales department) with the columns A fazer, Em andamento and Feito (To do, In progress, Done) and a few sample tasks | | Email Marketing | An email sequence named Nutrição de leads (Lead nurturing) with 4 emails: welcome, value proposition, social proof and invitation to talk | These starter items are created with Portuguese names. Everything is editable: rename the stages, delete the sample tasks and rewrite the emails before activating the sequence. First steps after signing in 1. Connect a channel: go to Settings → Inboxes and add WhatsApp, Instagram, Facebook, email or the website chat. 2. Set up the AI: open Prompt & AI in the sidebar and describe your business, products, prices and opening hours. 3. Invite your team: in Settings → Agents, add the people who will handle conversations. The first user is free; each additional user is on a paid plan. 4. Organize sales: use Kanban to move each lead through the pipeline stages. 5. Reply to customers: messages from every channel arrive in Conversations. Frequently asked questions Do I need a credit card to sign up? No. The first Papo Global user is free forever, and the sign-up form does not ask for a card. Can I sign up with my Google account? Yes. Use the Continue with Google button on the sign-up screen. Why does the form ask for a phone number? The WhatsApp/phone field is required on the form. Enter your number with the area code. My password is not accepted. What should I do? Check the requirements shown when you click the field: at least 6 characters, one uppercase letter, one lowercase letter, one number and one special character (such as ! or @). Can I rename the pipeline and stages created automatically? Yes. They are only a starting point; edit, reorder or create new ones in Kanban. Read also: What is Papo Global? · How much does Papo Global cost? Start free on Papo Global → First user $0, no credit card. Learn more at papo.global.
Home page overview of the multi-agent service center - A1
Complete Papo Global CRM Tutorial Hi there! In this tutorial, I'll give you an overview of the Papo Global CRM. You'll understand how the system works and how to use it to manage your customer conversations efficiently. https://www.youtube.com/watch?v=IEdMP7QrwIU CRM Home Screen When you open the Papo Global CRM, this will be your home screen. Here you get an overview of the interactions and conversations in progress. The goal is to make navigation easier and keep your management more organized. Navigation Menu On the left side, you have the main menu. It gives you quick access to the CRM's main features, such as: - Dashboard: Summary of conversations and key metrics. - Conversations: List of active and past conversations. - Customers: Records and detailed information for each customer. - Settings: Customize the system to fit your needs. Managing Conversations In the conversations tab, you can see all conversations in progress. Here you can: - Reply to messages in real time. - Assign conversations to different agents. - Use quick replies to speed up service. Customer Records Every interaction with a customer creates a record in the CRM. In the "Customers" tab, you can access important information such as: - Name and contact details. - Interaction history. - Internal notes for better follow-up. Customization and Settings In the settings menu, you can adjust the system to your preferences. Some of the available options include: - Setting automation rules for messages. - Creating custom templates. - Managing team permissions. Conclusion The Papo Global CRM was designed to simplify and optimize communication with your customers. With it, you have more control over your conversations, improve your team's efficiency and deliver faster, more professional support. Now that you know how the CRM is structured, explore its features and make the most of Papo Global! If you have any questions, contact our support for more information. Start free on Papo Global → First user $0, no credit card. Learn more at papo.global.
How to add my team members to the multi-agent service center
https://youtu.be/9JkjW7gGqi0 In this tutorial, you will learn, in a simple and practical way, how to add a team member to your inbox in the CRM. Here is the step-by-step guide: 1. Open Settings First, click the gear icon in the top-right corner to open the settings. 2. Go to the "Agents" Section In the settings, click the "Agents" tab. This is where you will add a new team member. 3. Add a New Agent Click "Add new agent". Now you will enter the team member's information. 4. Enter the Name and Role Fill in the team member's name. Example: Ana Maria. Then choose this team member's role. You can choose: - Support Agent: Gives access to customer conversations, but without administrative permissions. - Team Administrator: Has full access and can add, delete and modify the inbox settings. Use this role for team leads, since they can delete important information. 5. Add the Team Member's Email Enter the team member's email, for example, anamaria@mail.com. Then click "Add Agent". 6. Email Invitation The team member will receive an invitation email. After accepting it, they will create a password and can log in directly to the inbox. 7. Done! The team member is now part of the team and will have access to the CRM according to the role you assigned. This process is quick and practical, and it ensures that new members can collaborate on customer service effectively. Take the opportunity to explore more tutorials and use all of the CRM's features to optimize your company's customer service! Watch the step-by-step video: https://youtu.be/9JkjW7gGqi0 Start free on Papo Global → First user $0, no credit card. Learn more at papo.global.
Creating Custom Roles for Agents
youtube Custom roles are essential tools for account administrators who want to create specific access levels for their agents, making sure each agent can only access the modules and conversations relevant to their responsibilities. Step by Step to Create a Custom Role 1. Open Settings In the left sidebar, go to the "Settings" section. 2. Select Custom Roles Inside the settings, scroll down and click "Custom Roles". 3. Add a New Custom Role Click the "Add custom role" button to start creating a new role. 4. Set the Name and Description - Name: Enter a name for the role, for example, "Sales access only". - Description: Add a short description to give the role some context. 5. Configure Conversation Permissions In this section, you define the permissions related to conversations. For example, you can allow the agent to: - Manage conversations assigned to them. - Manage contacts. - Manage reports. 6. Select Access Modules Choose which modules the agent can access. Examples of modules you can select: - Kanban - Email Marketing - Flows / Chatbot - Projects - Internal Chat 7. Configure Call Permissions (Optional) Decide whether the agent can receive calls (for example, via WappUp or PapCall) or WhatsApp calls. If you don't want the agent to receive calls, leave these options unchecked. 8. Save the Custom Role After configuring all permissions and modules, click the save button. The custom role will be added to the list. 9. Assign the Role to Agents Once the custom role is created and saved, you can assign it to the agents you want, making sure they have the access levels you defined. To do this, go to the "Agents" section in the sidebar and make the assignment. Key takeaways - Custom roles let you create specific access levels for different types of agents. - You can control access to conversations (assigned, contacts, reports) and to modules (Kanban, Email Marketing, Flows, Projects, Internal Chat, etc.). - You can decide whether agents can receive calls or not. - After creating them, roles must be assigned to agents in the "Agents" section. Start free on Papo Global → First user $0, no credit card. Learn more at papo.global.
Papo Global dashboard overview: sidebar and modules
The Papo Global dashboard (papo.global) is organized around a sidebar on the left: AI shortcuts (Radar and Super Chat) at the top, then Conversations, Contacts, the CRM, automation and marketing modules, Reports and, last, Settings. This guide explains what each item does and why some may not appear for you. How the sidebar is organized | Menu item | What it is for | |---|---| | Radar | Tracking sales and team operations | | Super Chat | Talking to the AI to control the CRM in plain language | | Conversations | Every message from every channel in one shared inbox | | Captain | AI assistant with responses, documents and scenarios | | Calls | Making and receiving calls | | Contacts | Customer base, segments and filters | | Extrator | Finding leads on Google Maps, by Brazilian company ID (CNPJ) and on the web | | Kanban | Sales pipeline with stages and cards | | Projects | Team tasks and deliverables | | Appointments | Appointment calendar | | Flows | Visual customer service automations | | Prompt & AI | Setting up the AI assistant that replies to customers | | Disparador | Controlled bulk messaging | | Email Marketing | Email campaigns and sequences | | Companies | Business (B2B) customer accounts | | Reports | Support, team, CRM and call metrics | | Campaigns | Live chat, SMS and WhatsApp campaigns | | Help Center | Articles and self-service portal | | Settings | Agents, teams, inboxes, labels, automations and other account settings | Shortcuts inside Conversations | Shortcut | What it shows | |---|---| | All Conversations | Every conversation you can see, with the unread counter | | Internal Chats | Messages between team members | | Mentions | Conversations where someone tagged you with @ | | Participating | Conversations you take part in | | Unattended | Conversations still waiting for a reply from the team | | Folders | Conversation filters you saved | | Teams | Conversations for each team | | Channels | Conversations split by inbox (WhatsApp, Instagram, email...) | | Labels | Conversations filtered by label | Contacts works the same way: All Contacts, Active, Segments (saved filters) and contacts by label. Why is a menu item missing for me? 1. Module turned off for your company: Radar, Super Chat, Internal Chats, Calls, Extrator, Kanban, Projects, Appointments, Flows, Prompt & AI, Disparador and Email Marketing are modules enabled per company. If one is turned off, it disappears from the menu. 2. Your role's permissions: the administrator can limit which modules each agent sees using custom roles. 3. Special items: Affiliates only appears when the affiliate program is active on your account, and White Label only appears for reseller owners. Tips - The numbers next to All Conversations, Mentions and Participating show unread messages. - Items with sub-items (Conversations, Contacts, Reports, Settings) expand and collapse with one click. - The menu language follows the language set in your profile. Some module names (such as Extrator and Disparador) keep their original names. Frequently asked questions I can't see Kanban in the menu. What should I do? Kanban is a module enabled per company and may depend on your role. Ask your account administrator to check your permissions; if the module is off for your company, contact support. What is the difference between Mentions and Participating? Mentions only shows conversations where someone tagged you with @. Participating shows every conversation you are part of. Where do I connect WhatsApp and other channels? In Settings → Inboxes. Where do I set up the AI that replies to customers? In the Prompt & AI item in the sidebar. Read also: How to create your Papo Global account and get started · What is Papo Global? Start free on Papo Global → First user $0, no credit card. Learn more at papo.global.
How to add agents to your Papo Global account
In Papo Global (papo.global), agents are the people on your team who see and reply to customer conversations. An administrator adds each agent under Settings → Agents by entering a name, role and email; the person then gets an email invitation to confirm the account and set a password. Where it is and who can use it | Item | Detail | |---|---| | Path | Settings → Agents | | Who can access | Only users with the Administrator role | | Button to add | Add Agent (top right) | | Form fields | Agent Name, Role, Email Address | | Available roles | Administrator, Agent and any custom roles created in the account | | Status in the list | Verified (invitation accepted) or Verification Pending | Step by step: add an agent 1. In the sidebar, click Settings, then Agents. 2. Click Add Agent. 3. Fill in Agent Name with the name your team will see. 4. Under Role, choose Agent (default), Administrator or a custom role. 5. Under Email Address, type the person's work email. 6. Click Add Agent. The message "Agent added successfully" confirms it. 7. The person receives an invitation email. Until they confirm, the list shows Verification Pending; afterwards, Verified. If the email already has a Papo Global account (for example, the person also works at another company that uses the platform), they are added straight to your account and sign in with their existing password, with no new invitation. Administrator, Agent or custom role? - Administrator: full access, including Settings, channels, agents and billing. Give it only to people who manage the account. - Agent: handles conversations in the inboxes they have access to. The right choice for most of the team. - Custom role: shows up in the Role list when the account has custom roles. In the agent list, hovering over the role name shows which permissions it grants. Edit, reset password and delete Each agent row has two icons: - Edit: opens "Edit agent", where you change Agent Name, Role and Availability (Online, Busy or Offline). Save with Edit Agent. - Reset Password (inside "Edit agent"): emails the agent instructions to create a new password. You never see or set their password. - Delete: removes the agent from the account after you confirm with "Yes, Delete". Some actions are hidden on purpose: you can't edit or delete your own user from this screen, and the last verified administrator can't be deleted, so the account is never left without an administrator. How much each agent costs On the Silver plan, the first user is $0 forever and each additional user costs $18.76/month. If the account reaches its user limit, the agent is not created and a limit warning appears. See the details in Papo Global pricing. Tips - Use individual work emails. Shared logins make it impossible to know who replied to each customer. - Give Administrator to few people and use custom roles to limit modules. - After adding someone, add them to the right inboxes and teams; without access to an inbox, they don't see its conversations. - If the invitation didn't arrive, ask the person to check spam and make sure the email was typed correctly. Frequently asked questions I don't see Agents under Settings. Why? That screen is only for the Administrator role. Ask an account administrator to add the agent or change your role. I got "Agent email already in use". What now? That email is already registered in your account. Look it up with the Search agents... box. Can agents set their own availability? Yes. An administrator can also change it in "Edit agent", in the Availability field. Does deleting an agent delete their conversations? No. The agent loses access to the account; the conversations stay in the account. Read also: Papo Global dashboard overview · How to create your Papo Global account Start free on Papo Global → First user $0, no credit card. Learn more at papo.global.
How to create teams and distribute conversations in Papo Global
In Papo Global (papo.global), teams are groups of agents organized by responsibility, such as Sales, Support or Billing. An administrator creates each team under Settings → Teams; conversations can then be assigned to the team and, with auto assign turned on, the system picks an online member to handle them. Where it is and what's on the screen | Item | Detail | |---|---| | Path | Settings → Teams | | Who can access | Only users with the Administrator role | | Button to create | Create new team | | Fields | Team name (required, at least 2 characters), optional icon, Team Description | | Distribution option | Allow auto assign for this team. (checked by default) | | Actions in the list | Edit team (gear icon) and Delete | An agent can belong to several teams at the same time. Step by step: create a team 1. In the sidebar, click Settings, then Teams. 2. Click Create new team. 3. Fill in Team name, for example "Sales" or "Customer Support". 4. Optional: click the button to the left of the name to pick an emoji or icon (with a color) for the team. 5. Optional: write a short Team Description so everyone knows what it handles. 6. Keep Allow auto assign for this team. checked if you want the system to distribute conversations (see below). 7. Click Create new team. 8. In the Add agents step, tick the team's agents (or select all agents) and click Add agents. At least one is required. 9. On the final screen, click Finish. Agents must already exist in the account; if you haven't added your team yet, see How to add agents. How conversations reach the team A conversation belongs to a team once someone picks it: - In the conversation: in the side panel, the Assigned Team field. - In the conversation list: right-click the conversation card and use Assign team. - Automatically: under Settings → Automation, the Assign a Team action routes conversations by rules (for example, by inbox or label). Each team's conversations are grouped in the sidebar under Conversations → Teams, so any member can quickly find what's in the team's queue. How team auto assign works With Allow auto assign for this team. checked, when a conversation is assigned to the team and has no agent yet, Papo Global picks an agent who: 1. is a member of the team; 2. is also a member of the conversation's inbox; 3. is online and has capacity for new conversations. The choice rotates (round robin) among eligible agents. If no member meets these conditions, the conversation stays with the team, unassigned, until someone takes it. If the conversation already had an agent who isn't in the team, that agent is unassigned. With the option unchecked, the conversation stays with the team without an agent, and members pick it up manually. Edit and delete - Edit team opens two steps: team details (name, icon, description and auto assign; save with Update team) and Edit Agents (tick or untick members; save with Update agents in team). - Delete asks you to type the team name to confirm. Deleting removes that team's assignment from conversations; the conversations stay in the account. Tips - Put each agent in the right inboxes: auto assign only picks people who are members of the team and the inbox. - Name teams by function ("Sales", "After-sales"), not by person, so you don't have to rename them when people change. - Use an automation with Assign a Team so each topic lands in the right team without manual triage. Frequently asked questions Why did the conversation go to the team but nobody was assigned? Auto assign may be unchecked, or no team member is online, has capacity and belongs to that conversation's inbox. Can an agent be in more than one team? Yes. An agent can belong to several teams. I don't see Teams under Settings. Why? That screen is only for the Administrator role. Does deleting a team delete its conversations? No. It only removes the team from the conversations that were assigned to it. Read also: How to add agents to your account · Papo Global dashboard overview Start free on Papo Global → First user $0, no credit card. Learn more at papo.global.
Custom roles in Papo Global: control what each agent sees and does
In Papo Global (papo.global), custom roles define exactly what an agent can see and do: which conversations they access, whether they manage contacts and reports, whether they can delete sent messages and which modules (Kanban, Broadcast, Flows, Radar and others) appear in their sidebar. An administrator creates the role under Settings → Custom Roles and assigns it to the agent. Where it is and what's in the form | Item | Detail | |---|---| | Path | Settings → Custom Roles | | Who can access | Only users with the Administrator role | | Button to create | Add custom role | | Required fields | Name (at least 2 characters), Description and at least one permission | | Permission groups | Permissions, Extra Modules and Calls (the last one only appears if a calls module is turned on for the account) | | Actions in the list | Edit and Delete | The permissions, one by one Permissions (conversations and data): | Permission | What it grants | |---|---| | Manage all conversations | All conversations in the inboxes the agent has access to. Checking it also checks the next two options. | | Manage unassigned conversations and those assigned to them | Conversations with no owner and those assigned to the agent | | Manage participating conversations and those assigned to them | Conversations the agent participates in and those assigned to them | | Manage contacts | The contacts screen | | Manage reports | Reports | | Manage knowledge base | Help Center (articles) | | See only my conversations (hide All and Unassigned tabs) | Leaves only the Mine tab in the conversation list | | Delete a sent message | Shows the delete option for sent messages to people with this role | Extra Modules (what appears in the sidebar): Kanban, Projects, Appointments, Broadcast, Email Marketing, Internal Chat, Flows / Chatbot, Sequences, Connections, CRM Reports, Calls Report, Synapse, Lead Extractor, Prompt & AI, Google Calendar, Super Chat and Radar. Calls: Receive Wavoip calls, Receive PapoCall calls and Receive WhatsApp calls (360Dialog). Each one only appears if the matching module is enabled for your company. Step by step: create and assign a role 1. Click Settings, then Custom Roles. 2. Click Add custom role. 3. Fill in Name (e.g. "Field sales") and Description (e.g. "Sees only their own conversations and Kanban"). 4. Tick the conversation Permissions and, under Extra Modules, the modules this person should see. 5. Click Submit. The role appears in the list with its permissions. 6. Go to Settings → Agents, click Edit on the agent and, in the Role field, choose the new role. Save with Edit Agent. When adding a new agent, the role also shows up in the Role list. How the role changes what the agent sees - Regular agent (role Agent, no custom role): sees every module turned on for the company and keeps the option to delete sent messages. - Agent with a custom role: sees only the modules ticked under Extra Modules and can delete a sent message only if Delete a sent message is ticked. Unticked modules disappear from their sidebar. - A module turned off for the company is hidden from everyone, even if it's ticked in the role. Edit and delete Edit opens the same form; save with Update. Delete asks for confirmation. Before deleting, change the role of the agents who use it. Tips - Start small: tick only what the person needs and add more later. - For sales reps who shouldn't see the general queue, combine Manage participating conversations and those assigned to them with See only my conversations. - Use the Description to say who the role is for; it helps once you have several. - If the screen shows an upgrade notice instead of the list, the feature isn't enabled for your account; contact Papo Global support. Frequently asked questions An agent with a custom role can't see Kanban. Why? Kanban isn't ticked under Extra Modules, or the module is turned off for the company. What's the difference between "Manage all conversations" and "See only my conversations"? The first grants all conversations in the agent's inboxes. The second hides the All and Unassigned tabs, leaving only Mine. Can a custom role give access to Settings? There's no such permission in the list. Anyone who needs Settings must have the Administrator role. Where can I see an agent's permissions? Under Settings → Agents, hover over the role name in the agent's row. Read also: How to add agents to your account · How to create teams and distribute conversations Start free on Papo Global → First user $0, no credit card. Learn more at papo.global.