Pipelines
Your processes, with rules on every stage
Turn deals and objects into processes: requirements to move forward, tasks and checklists created automatically, approvals (in order too, with deadlines and escalation), per-stage SLA and actions like sending a WhatsApp template or creating a project. Start from six templates or ask Mia. See Pipelines.Customers see their progress
In the Customer Portal, My cases shows which step each one is at and lets them upload documents or approve right there.Smart lists and analytics
Create deal or record lists like “in Implementation for more than 5 days” and measure each process in Analytics → Pipelines: conversion, bottlenecks, SLA and approver response time.Custom objects
Create your business objects
Policies, vehicles, properties, appointments, enrollments… Create your own CRM objects from more than 20 templates or from scratch, with their properties, stages, board and relations to contacts, companies, deals and tickets. See Custom objects.Use them everywhere
In the inbox, search, Mia, segments and campaigns. Automate them with date triggers (“30 days before expiry”) or stage triggers, and let your bots find a record from what the customer types.Access by role and reports
Decide what each role can see and edit in each object, and track them in Analytics → Objects. If you use Become Digital, your identity verifications can also live as an object in your CRM.Channels, metrics and Mia
Connecting a channel is clearer
Connecting a channel now creates only the channel: you decide which inbox it enters. Until you assign one, its messages are held (with a visible notice), so nothing gets lost or ends up where it shouldn’t. See Channels.More and better metrics
Analytics adds indicators for agent and queue occupancy and more consistent reports of times and satisfaction. See Metrics glossary.Mia, your assistant, better than ever
Mia drafts replies in the customer’s language, respects your permissions and never changes things without your approval. See Mia.Have an idea or found something to improve? Tell us from the app.