Learn CRM+ step by step

1. Open the sign-up page and enter your work email and mobile number.
2. Confirm your email from the activation message that arrives within a minute.
3. Choose a workspace name — this is what your team sees inside the platform.

Use a work email, not a personal one. Changing the primary email later requires contacting support.

1. Upload your company logo — PNG with a transparent background, at least 512×512.
2. Write your business name and a short description that customers see in conversations.
3. Set your time zone and currency.

The time zone matters more than it looks: get it wrong and your "today" reports count a different day, and scheduled campaigns go out at the wrong hour.

1. From Settings → Team, send an invitation by email.
2. Pick the right role: admin, supervisor, or agent.
3. Group members into teams by channel or department.

Start with the fewest permissions possible and add more when needed — far easier than revoking access granted by mistake.

1. Prepare a number that isn't tied to any WhatsApp account — neither the regular app nor Business.
2. Activate a Meta Business account and verify ownership of your business.
3. From Channels → WhatsApp, connect the number and follow the verification steps.

If the number is currently in use in the WhatsApp app, delete that account first and wait about an hour before connecting.

1. Switch your Instagram account to a business account and link it to a Facebook Page.
2. From Channels, click "Connect Instagram" and sign in with your Meta account.
3. Grant message access permission when prompted.

If messages aren't coming through, check "Allow access to messages" in Instagram's privacy settings — it causes 90% of silent connection failures.

1. From Channels → Website, create a new channel.
2. Copy the embed code and paste it just before the </body> tag on your site.
3. Set the widget colours, welcome message and business hours.

Set an "outside business hours" message. A visitor who writes and gets no reply leaves and doesn't come back.

1. First column: conversation lists — open, pending, closed, and assigned to you.
2. Middle column: the conversation itself, every channel in a single thread.
3. Last column: the customer card — their details, tags and interaction history.

Start your day in "Assigned to me" rather than "All" — it cuts distraction noticeably.

1. Assign a conversation manually to an agent or a team from the top of the thread.
2. Turn on auto-routing to spread new conversations evenly.
3. Use the statuses — open → pending → resolved — and hold the team to them.

A conversation with no owner is a conversation nobody answers. Auto-routing removes the problem at the root.

1. Create quick replies for repeat questions and call them up by typing "/".
2. Use internal notes to coordinate with the team — the customer never sees them.
3. Label the conversation (complaint, price enquiry, support request) before you close it.

Labels are what make next month's reports useful. Without them a report says "number of conversations" and nothing more.

1. Prepare a CSV with a name column and a number column in international format (for example 96566570413).
2. From Contacts → Import, map the file's columns to the platform's fields.
3. Review the import report and fix the rejected rows.

Numbers without a country code are the most common cause of failed imports. Normalise them in Excel before uploading.

1. Build a short list of tags the whole team agrees on.
2. Apply tags to the customer rather than the conversation when the trait is permanent.
3. Use tags as a filter when building campaigns.

Ten clear tags beat a hundred that everyone names their own way.

1. Add a note to the customer card after every call or agreement.
2. Read the interaction history before replying — it saves you asking the same questions twice.

That history is what lets a new agent pick up a conversation a colleague started before going on leave.

1. Create the template and pick its category: marketing, utility, or authentication.
2. Use variables such as {{1}} for the name instead of hard-coding text.
3. Submit it for review — approval usually takes anywhere from minutes to 24 hours.

The wrong category is the most common reason for rejection. A message containing an offer or discount is marketing, however service-like it looks.

1. Pick your audience by filtering on tags rather than blasting everyone.
2. Choose an approved template and fill in its variables.
3. Test the campaign on your own number first, then schedule it for a time that suits your audience.

Marketing messages are charged per conversation. Check the cost before sending with the WhatsApp pricing calculator.

1. Define the trigger: a new message, a keyword, or a customer entering a particular segment.
2. Add the conditions and steps: auto-reply, add a tag, hand off to an agent.
3. Activate the flow only after testing it on a trial conversation.

Never publish an automation untested. A broken one sends the same message to a thousand customers before you notice.

1. Review incoming conversation volume and how it splits across channels.
2. Track average first-response time — the single most important customer service metric.
3. Compare each period against the one before it, not against an absolute number.

First-response time matters more than conversation count. A customer who waits an hour goes to a competitor, even if you answer afterwards.

1. Open the agent report and see how many conversations each person resolved.
2. Review peak hours and set shifts around them.
3. Identify conversations that stayed open longer than they should have.

Use the report to adjust routing, not to grade individuals — the moment it becomes a scorecard, the team starts closing conversations without resolving them.

1. Export the report as CSV or PDF for whichever period you need.
2. Schedule a weekly report to land in your inbox automatically.
3. Share it with management in the language of outcomes, not raw numbers.

A consistent weekly report beats a detailed one you open once a quarter.